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Community Member

SOS!!!IPCC agent state change unexpect

I have setup a IPCC system: ICM 4.6.2+IPIVR 3.0+Call manager 3.3(2) Jtapi version is 1.4(1.11).But I meet a big problem: The agent state often change unexpect, and no disciplinarian. I find some error in PIM log seems that:

09:12:17 pg1A-pim1 Trace: AGENT 2229 on Ext:1018 MISSED 2 consecutive routed calls. FORCING TO NOT READY STATE.

any one can tell me what happen?? what can i DO??How to fix this problem??

Cisco Employee

Re: SOS!!!IPCC agent state change unexpect

Hi, the log is telling you the problem, two calls were sent to the agent and he did not answer them. You need to control the way you have the calls attended.

Community Member

Re: SOS!!!IPCC agent state change unexpect

You could also have a problem with the agent's device target or routing label. Check to make sure the agent has a label on both the CallManager and any IVR that you queue calls on and then route to the agent.

I've also seen times when an agent logs in with the wrong phone number on the desktop and some other IP phone is ringing elsewhere.

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