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New Member

Troubleshooting reserved state issues

A contact center was just upgraded to CM3.3(3) and ICD 3.1(1) from CM3.2(3) and ICD 3.0(2). We're having some issues with agents getting stuck in reserved or Not Ready states. The only way to get them back into a Ready state seems to be if they log out and then log back in.

Are there any docs/tips on how to troubleshoot this? Or is this possibly a bug?

2 REPLIES
New Member

Re: Troubleshooting reserved state issues

Take a look at the Release Notes on CCO for IPCC Express (formerly IP ICD) 3.1(2). There are bug fixes for agents getting stuck in Reserved or Not Ready states. You should order the upgrade and be sure to go to CCO and download Service Release 1 after upgrading.

Bronze

Re: Troubleshooting reserved state issues

Here are some configuration items and some bugs which can cause the agents to go into the reserved state, please go through these and let me know if it helps ...

Configuration Issues:

Two lines on an agents phone that have the same extension but exist in different partitions.

An ICD extension assigned to multiple devices.

Call waiting enabled on an ICD line.

Also Check out the following bugs,

CSCeb36950 , CSCdx46617, CSCeb49310, CSCec02808.

check the following link,

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a00801c82ea.shtml

Hope that helps,

Aslam.

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