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Community Member

IPCCX calls are not going to agents

Hi,

i have 4.0 IPCCX and i have configured it.

the callmanager and IPCCX are co-resident. the issue is that the calls are not landing on agents though i can see calls going to route point.

the ICD promt is playing.

2 REPLIES
Cisco Employee

Re: IPCCX calls are not going to agents

Hi Sandeep,

A few questions:

What happens to the ICD call? Which specific prompt does the caller hear? Does the call remain stuck in the queue indefinitely? Does it disconnect?

Regards,

Michael.

Re: IPCCX calls are not going to agents

A couple of things to look at.

Your script, you have verified that ran a debug on your script and see it hit correct? You see that the call is accepted and flows down to get an agent?

Another thing to look at is the application. Have you verified your CSQ? Also the agents taking the calls, have you verified that the skill assigned to them matches the CSQ in the application?

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