[cisco-voip] Cisco IPCC Express 3.1 /3.5, caller stuck in Queue

[Bell, Joe]

I have a couple of ideas for you. 

 

First, make sure some agent is actually logged in that is assigned to
that queue.  If no agent is logged in that is related to that csq, then
no transfer.

 

Second, and this one would have required someone to inadvertently change
the script, make sure that in the icd.aef, when you expand the Selected
Resource icon, that Connected is the next sub-icon and not Selected.  If
its Connected, then skip this comment.  If its Selected, then this is
your issue.  You can get to Selected by highlighting the icon Selected
Resource, choosing properties, and checking the No button by the Connect
option.  This changes the sub-icon to Selected and allows you to insert
some action before getting transferred to the agent (such as a prompt
saying "please hold while I transfer your call to the Agent").  But, you
have to insert a Connect action in order to get the call to transfer.
So it looks like this:

 

Select Resource

-          Selected

o        Play Prompt

o        Connect

 

Instead of the default which is:

 

Select Resource

-          Connected

 

 

If neither of these things are your issue, kick the server once and
reboot.

 

Joe

 

 

 

________________________________

From: cisco-voip-bounces at puck.nether.net
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Zevier Thoran
Sent: Tuesday, April 04, 2006 10:09 PM
To: Cisco Voip
Subject: [cisco-voip] Cisco IPCC Express 3.1 /3.5, caller stuck in Queue

 

Hi,
In the standard icd.aef script, a caller hits the right CSQ, but instead
of getting connected to an available agent , he hits the 'queued' sub
step and remains looped therein.
Any suggestions to get rid of this problem?
Thanks 
-Zevier.

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