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

[Tanner Ezell]

The problem lies at the agent device and is unrelated to the call center.

I suggest you verify the availability of resources in accordance to the
regions and codecs set within the dial plan.


On Mon, Jun 16, 2014 at 2:53 PM, Grace Maximuangu <
Grace.Maximuangu at blackbox.com> wrote:

> 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
>
>
>
>
>
> :-:gm
>
>
>
> Grace Maximuangu
>
> Voice Solutions Engineer
>
> *Black Box Network Services*
>
> Cell: 213.268.6342
>
> grace.maximuangu at blackbox.com
>
> www.blackbox.com
>
>
>
> [image: bbox logo.JPG]
>
>
>
> *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> 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> 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
>
> grace.maximuangu at blackbox.com
>
> www.blackbox.com
>
>
>
> [image: bbox logo.JPG]
>
>
>
>
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