[cisco-voip] UCCX 10.0 Calls Dropping while being transferred to another Queue by Agent

[Grace Maximuangu]

Thanks for all your contributions, this is weird one, I’ve tried to replicate the issue again to no avail. The customer is treating this as production impacting.

@Gurpreet, responses to your questions

Do you immediately have the Select Resource step after the Welcome greeting in the script where the call fails? YES
Do all calls fail in this transfer scenario? NO, the issue is intermittent
Please explain the call flow like this for a failing and working call:

NO PSTN Internal Call DN>> RP-Trigger>>>Agent answers call>>Agent uses CAD to transfer the call >>>Here error message, call drops>>>Destination agent never hears a ring


@Jason
Does the CTI Port CSS have access to where they are transferring?
The CTI Ports, and agent they are transferring to have the same CSS


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:-:gm

Grace Maximuangu
Voice Solutions Engineer
Black Box Network Services
Cell: 213.268.6342
grace.maximuangu at blackbox.com<mailto:grace.maximuangu at blackbox.com>
www.blackbox.com<http://www.blackbox.com/>

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From: Ted Nugent [mailto:tednugent73 at gmail.com]
Sent: Monday, June 16, 2014 2:02 PM
To: Gurpreet Singh Kukreja
Cc: Grace Maximuangu; cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] UCCX 10.0 Calls Dropping while being transferred to another Queue by Agent

Hit the same problem a few months ago on 9.12. Turned out to be a codec lock like Brian mentioned and the call was being presented as ISAC, Ended up creating a new codec preference list and ordering g711/g722 first. That resolved it. weird thing was it was only intermittent so it was hard to track down in the traces.

On Mon, Jun 16, 2014 at 3:28 PM, Gurpreet Singh Kukreja <tycoononway1987 at gmail.com<mailto:tycoononway1987 at gmail.com>> wrote:
I believe it's also important to find out at what point (step) in the script after the agent has initiated a Xfer, does the agent hear the error message? Do you immediately have the Select Resource step after the Welcome greeting in the script where the call fails? Do all calls fail in this transfer scenario?

On Mon, Jun 16, 2014 at 11:21 AM, Grace Maximuangu <Grace.Maximuangu at blackbox.com<mailto:Grace.Maximuangu at blackbox.com>> wrote:
Description:
The agents receive a lot of calls that are not meant for their queue so they have to transfer to another queue.
Ones the agent initiate the transfer, after they hear a welcome greeting, then the system plays a fail message “we are currently experiencing technical difficulties”
And then the call is aborted.
Anyone experienced this issue before please let me know how you resolved it?
:-:gm

Grace Maximuangu
Voice Solutions Engineer
Black Box Network Services
Cell: 213.268.6342<tel:213.268.6342>
grace.maximuangu at blackbox.com<mailto:grace.maximuangu at blackbox.com>
www.blackbox.com<http://www.blackbox.com/>

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