When agents transfer an IPCC call to another agent, IPCC will attempt to deliver another call before the transfer is complete. As a temproary work around, we've increased the wrapup time but this is not the best solution for us as the transfer may take longer than the wrapup time is set for. I also do not want to change the automatic work setting as I do not want agents to have to manually place themselves back in a ready state after each call.
Shouldn't IPCC wait until a call is completed before attempting to deliver another call? Is there some setting I'm missing?
Yes - IPCC should be waiting for the call extension to be completely free before sending another call.
Get the release notes for 4.0(4) and ensure that your agents comply with all the requirements for agent ICD extensions (i.e. busy/max calls numbers, other unsupported setups such as shared lines and so on).
Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
You have reached the Cisco Logistics Support Center.. To Check Status of
your RMA, visit Product Returns & Replacements (RMA). Need help? Contact
us by Phone or Email. North Americas Phone: 1800 553 2447 Option 4
Email: firstname.lastname@example.org Europe Phone: +3...
The short answer is that you don't.... That isn't entirely true while at
the same time it kind of is, but for the most part you don't configure
the softkeys. You enable or disable them via TCL. Here is the long
answer. Be sure to read the whole thing or e...
Topology: IP Phone > Switches > Microsoft NPS setup to forward 802.1x
proxy to > ISE 2.1 patch 3 Authentication: EAP-TLS using Cisco MIC SANs
Phone Models 802.1X support? 802.1x flavor Addtl Comment EAP-MD5 EAP-TLS
Cisco 3905 Y Y N Cisco 6911 Y Y N Cisco ...