CRS 3.0(3) call stays in queue when agent becomes available
CRS V3.0(3) installed on a seperate server from Call Manager which is V3.2.
We have a CTI route point for customer service. When agents are logged in and available then calls get queued and distributed properly to the agents.
When all the agents are logged out calls are queued. Fine. But if an agent then becomes available the call stays in the queue and is not passed to that agent. If another call then comes in it goes to the agent. The 1st call stays in the queue until the caller hangs up. Same thing happens if all agents are busy and then one becomes available.
There is also another CTi route point called service desk on the same system which behaves properly, ie calls are queued when no agents are available and then when the agent becomes available the call is passed to him.
Only difference in the two is the max number of sessions which I can't think would cause this.
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...
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