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New Member

Call Park and ICD

We are experiencing a problem where when an Agent parks a call if the call isn't retrieved before the timeout and the Agent has taken another call when the call gets thrown back to the Agent, since he is on the phone it is dropped.

Any ideas on how to fix this? In our non-ICD area of the phone system when this happens the call that was parked simply rolls to voicemail. In the ICD (Call Center) it should roll to the next available agent.

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New Member

Re: Call Park and ICD

Dont use call park on ICD calls, it is not supported and can cause problems with ICD that require rebooting the server.

From this web page- http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_troubleshooting_guide_chapter09186a0080087477.html

"Call Park is not supported on ICD calls. Refer to the Release Notes for Cisco Customer Response Applications 2.2 or the ICD Agent Desktop online help for more information about supported and unsupported ICD actions."

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