[cisco-voip] IPCC Calls "Stuck" in Queue

[Joe Pollere (US)]

Implement the script changes to add an agentSelect go to in the failed
branch of the select resource step outlined here:

 

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_not
e09186a00801c82ea.shtml

 

Follow this doc to enable traces:

http://tools.cisco.com/search/display?url=http%3A%2F%2Fwww.cisco.com%2Fe
n%2FUS%2Fproducts%2Fsw%2Fcustcosw%2Fps1846%2Fproducts_tech_note09186a008
0449ecf.shtml&pos=2&strqueryid=&websessionid=tUbl-7A18ovUFyUz-sJN1sh

 

Also confirm the following configurations in CallManager:

- Agent ICD extensions must NOT be "Shared Lines"

- Agent ICD extensions must be configured with Maximum Number of Calls =
2

- Agent ICD extensions must be configured with Busy Trigger = 1

- Agents should NOT use Park or Pickup functions on ICD calls

- CTI Port DN's should be configured with Busy Trigger = 1

- If you use "Hold" and "Unhold" steps in the scripts, then CTI Port
DN's should be configured with Maximum Number of Calls = 3 (instead of
the default of "2")

 

Lastly adding a 1 or 2 second delay step at the beginning of the script
(just after accept) sometimes helps.

 

Regards,

 

Joe

 

 

________________________________

From: cisco-voip-bounces at puck.nether.net
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Gregory,
Christopher D.
Sent: Monday, March 31, 2008 12:51 PM
To: cisco-voip at puck.nether.net
Subject: [cisco-voip] IPCC Calls "Stuck" in Queue

 

 

I have a user that is reporting calls stuck in their queue. I am new to
IPCC and don't have a lot of knowledge of how to resolve. I don't even
know what information you may need to assist me. Any assistance would be
greatly appreciated. 




-----------------------------------------
Disclaimer:

This e-mail communication and any attachments may contain
confidential and privileged information and is for use by the
designated addressee(s) named above only.  If you are not the
intended addressee, you are hereby notified that you have received
this communication in error and that any use or reproduction of
this email or its contents is strictly prohibited and may be
unlawful.  If you have received this communication in error, please
notify us immediately by replying to this message and deleting it
from your computer. Thank you.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: https://puck.nether.net/pipermail/cisco-voip/attachments/20080331/8f895d14/attachment-0001.html