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New Member

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.

Any ideas?

2 REPLIES
Bronze

Re: CRS 3.0(3) call stays in queue when agent becomes available

I think you are hitting this bug CSCdx46617 and I find this bug is in Postponed state. So I think you have no other option than trying the work-arounds in the RNE.

New Member

Re: CRS 3.0(3) call stays in queue when agent becomes available

Hi ,

I hope u have not missed , enabling the option ' interuptible ' in vru config.

Regds

Anthony

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