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New Member

UCCE 7.2 Agent state Stucks in Reserved

Dear Networkers,

We have a deployed UCCE 7.2(7) solution with the following components :
- 2 Roggers (IP 10.10.11 & 10.10.10.11)
- 1 DAW
- 2 Generic PGs with co-resident CAD 7.2(1)and Outbound Dialers (IP 10.10.10.13 & 10.10.10.14)
- 2 CVP Call and VXML Servers Version 4.1 (IP 10.10.10.6 & 10.10.10.7)
- 1 CallManager Cluster Version 6.1(4)SU2 with 1 Publisher (IP 10.10.10.35) and 1 Subscriber (IP 10.10.10.36)
- 1 Gatekeeper : 10.10.10.250 and a Voice Gateway (10.10.10.240)

I have a very simple ICM script  with step start and transfer to Skill Group. The script Called Number is 3000. The agents' DNs is 1XXX

When I call the DN 3000 from a Cisco IP Phone I am transferred to an agent (with CIPC DN 1000). When trying to call from a Phone connected on an FXS port on my Gateway, I have the agent in reserved mode but the call is not transferred to the agent !

from the call router (IP 10.10.10.6) console i can see the following traces:

22:07:07 Trace: 00000065: CALLFLOW: New call: From IP address=10.10.10.240 ANI= To DNIS=3000, stackID=91b39fc : DNIS = 3000 : CID = 2CF3C355-37E411E1-82

22:07:07 Trace: 00000065: CALLFLOW: Call successfully established (fast start) : DNIS = 3000 : CID = 2CF3C355-37E411E1-8206EF1A-3E1A60A8

22:07:07 Trace: 00000065: CALLFLOW: Initiating IP transfer to 1000 : DNIS = 3000 : CID = 2CF3C355-37E411E1-8206EF1A-3E1A60A8

22:07:07 Trace: 00000066: CALLFLOW: IP transfer in progress to 10.10.10.35 : DNIS = 1000 : GUID = BC9EE312-9097021F-07882146-07345DD3 : CID = 2CF3C355-3

22:07:12 Trace: 00000066: ERROR: IP Transfer - Destination endpoint at IP Address 10.10.10.35 refused connection for phone number 1000 with reason code

1F-07882146-07345DD3 : CID = 2CF3C355-37E411E1-8206EF1A-3E1A60A8

22:07:12 Trace: 00000066: INFO: Attempting call to an alternate Endpoint IP Address: 10.10.10.36 , Destination = 1000  : DNIS = 1000 : GUID = BC9EE312-9

1E1-8206EF1A-3E1A60A8

22:07:12 Trace: 00000066: CALLFLOW: IP transfer in progress to 10.10.10.36 : DNIS = 1000 : GUID = 29321A3E-9197021F-07882146-07345DD3 : CID = 2CF3C355-3

22:07:12 Trace: 00000066: ERROR: IP Transfer - Destination endpoint at IP Address 10.10.10.36 refused connection for phone number 1000 with reason code

1F-07882146-07345DD3 : CID = 2CF3C355-37E411E1-8206EF1A-3E1A60A8

22:07:12 Trace: 00000066: CALLFLOW: Call ended : DNIS = 1000 : GUID = 29321A3E-9197021F-07882146-07345DD3 : CID = 2CF3C355-37E411E1-8206EF1A-3E1A60A8

22:07:12 Trace: 00000065: CALLFLOW: Call successfully established (slow start)  : DNIS = 3000 : CID = 2CF3C355-37E411E1-8206EF1A-3E1A60A8

22:07:12 Trace: 00000065: CALLFLOW: Disconnected forcefully : DNIS = 3000 : CID = 2CF3C355-37E411E1-8206EF1A-3E1A60A8

22:07:12 Trace: 00000065: CALLFLOW: Call ended : DNIS = 3000 : CID = 2CF3C355-37E411E1-8206EF1A-3E1A60A8

Can you please help?

Thank you in advance.

2 REPLIES
New Member

UCCE 7.2 Agent state Stucks in Reserved

Which model of ipcc you are running ?

Incase yours is UCCE 7.x platform ... issue seems to be known bit their is no complete fix yet for this BUG !

You may verify NIC settings on private & visual in system & gateway PG (both shld be same)

A

s a workaround you may install MS patch KB978413 on affected system PG servers .

Let me know your findings once you are done ...

New Member

UCCE 7.2 Agent state Stucks in Reserved

Check whether Agent Target is Specified in ICM.

Also what is the architecure young using

CVP frontending or CM frontending.  ?

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