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System problem while transfering the call to Agent

We have IVR 4.5(2)_build017 and ICM 7.1(5) in our setup. While transfeing the call from IVR to agent desk, we got the error as "I m Sorry. we are currently facing system poblem". The ICM script flow is Start->trans Route to VRU-> queue To SkillGroup. When flow was modified as start->queue skill group, call was properly landed to agent desk. We stopped and started CRS engine and reverted the ICM script flow to Start->TransRouteToVRU->QueueToSkillGroup. We found the issue ot resolved. It has happened twice in last week. What coud be the issue? Is it a bug? Do we need to install the latest SR on ICM or IVR? If so, can anyone send us the link of SRs for IVR 4.5(2)_build017 or ICM 7.1(5)?

1 REPLY

Re: System problem while transfering the call to Agent

Yes, you should have the latest SRs for your software.

http://www.cisco.com/public/sw-center/index.shtml

You'll need your cco id.

david

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