Dialing CTI Route point rings ICD line when agent unavailable
I am testing ICD 2.2 in our lab. When I dial the CTI Route point number, it immediately rings one of two configured CTI-ports on the agent phones even though the agent is not logged on or marked available in the ICD client agent. Any help would be appreciated. Current configuration:
- CTI Route point 54488
- CTI Ports 15000 and 15001
- RM User has device association CTI ports 15000 and 15001 (no primary or ICD extension)
- JTAPI CRA User has device association CTI Route point 54488, as well as CTI ports 15000 and 15001 (no primary or ICD extension)
- Help Desk CCMuser 1 - associated with 2 lines on phone ( DN 15000 marked as ICD extension, DN 1111 marked as primary) - the CTI port is NOT associated with the user
- Help Desk CCMuser 2 - associated with 2 lines on phone ( DN 15001 marked as ICD extension, DN 2222 marked as primary) - the CTI port is NOT associated with the user
- I did notice that DN 15000 and 15001 are showing as shared lines because they are in the same partition and calling search space as the CTI ports
- I have not changed the com.cisco.wf.subsystems.rmcm.agentUnavailRNA default state of True
- Call Waiting is disabled on the agents' ICD extensions
- No RNA or Busy forwarding has been coded for any extensions, CTI ports, or CTI Route Point (although I know from reading Rafit's entry that I should have a backup hunt group for the CTI Route Point in the event the ICD server fails)
Resource Manager - Helpdesk group defined - contains both Help Desk userids
ESD refers to Helpdesk resource group
Application script - sample ICD.aef
2 ports - beginning with 15000, ending with 15001
Max sessions - 3
Also, if changes are made to phones with ICD extensions - such as changing CSS or partition, does the CRA engine need to be recycled? Thanks in advance :-)
Re: Dialing CTI Route point rings ICD line when agent unavailabl
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