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<title>IPCC Calls "Stuck" in Queue</title>
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<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Implement the script changes to add an
agentSelect go to in the failed branch of the select resource step outlined
here:<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><a
href="http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a00801c82ea.shtml">http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a00801c82ea.shtml</a><o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Follow this doc to enable traces:<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><a
href="http://tools.cisco.com/search/display?url=http%3A%2F%2Fwww.cisco.com%2Fen%2FUS%2Fproducts%2Fsw%2Fcustcosw%2Fps1846%2Fproducts_tech_note09186a0080449ecf.shtml&pos=2&strqueryid=&websessionid=tUbl-7A18ovUFyUz-sJN1sh">http://tools.cisco.com/search/display?url=http%3A%2F%2Fwww.cisco.com%2Fen%2FUS%2Fproducts%2Fsw%2Fcustcosw%2Fps1846%2Fproducts_tech_note09186a0080449ecf.shtml&pos=2&strqueryid=&websessionid=tUbl-7A18ovUFyUz-sJN1sh</a><o:p></o:p></span></font></p>
<p class=msolistparagraph style='margin-left:.25in'><font size=2 face=Cambria><span
lang=EN-AU style='font-size:11.0pt;font-family:Cambria'><o:p> </o:p></span></font></p>
<p class=msolistparagraph style='margin-left:.25in'><font size=2 face=Cambria><span
lang=EN-AU style='font-size:11.0pt;font-family:Cambria'>Also confirm the
following configurations in CallManager:<o:p></o:p></span></font></p>
<p class=msolistparagraph><font size=2 face=Cambria><span lang=EN-AU
style='font-size:11.0pt;font-family:Cambria'>- Agent ICD extensions must NOT be
"Shared Lines"<o:p></o:p></span></font></p>
<p class=msolistparagraph><font size=2 face=Cambria><span lang=EN-AU
style='font-size:11.0pt;font-family:Cambria'>- Agent ICD extensions must be
configured with Maximum Number of Calls = 2<o:p></o:p></span></font></p>
<p class=msolistparagraph><font size=2 face=Cambria><span lang=EN-AU
style='font-size:11.0pt;font-family:Cambria'>- Agent ICD extensions must be
configured with Busy Trigger = 1<o:p></o:p></span></font></p>
<p class=msolistparagraph><font size=2 face=Cambria><span lang=EN-AU
style='font-size:11.0pt;font-family:Cambria'>- Agents should NOT use Park or
Pickup functions on ICD calls<o:p></o:p></span></font></p>
<p class=msolistparagraph><font size=2 face=Cambria><span lang=EN-AU
style='font-size:11.0pt;font-family:Cambria'>- CTI Port DN's should be
configured with Busy Trigger = 1<o:p></o:p></span></font></p>
<p class=msolistparagraph><font size=2 face=Cambria><span lang=EN-AU
style='font-size:11.0pt;font-family:Cambria'>- 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")<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Lastly adding a 1 or 2 second delay step
at the beginning of the script (just after accept) sometimes helps.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Regards,<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Joe<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
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<p class=MsoNormal><b><font size=2 face=Tahoma><span style='font-size:10.0pt;
font-family:Tahoma;font-weight:bold'>From:</span></font></b><font size=2
face=Tahoma><span style='font-size:10.0pt;font-family:Tahoma'>
cisco-voip-bounces@puck.nether.net [mailto:cisco-voip-bounces@puck.nether.net] <b><span
style='font-weight:bold'>On Behalf Of </span></b>Gregory, Christopher D.<br>
<b><span style='font-weight:bold'>Sent:</span></b> Monday, March 31, 2008 12:51
PM<br>
<b><span style='font-weight:bold'>To:</span></b> cisco-voip@puck.nether.net<br>
<b><span style='font-weight:bold'>Subject:</span></b> [cisco-voip] IPCC Calls
"Stuck" in Queue</span></font><o:p></o:p></p>
</div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal style='margin-bottom:12.0pt'><font size=3
face="Times New Roman"><span style='font-size:12.0pt'><o:p> </o:p></span></font></p>
<p><font size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'>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.</span></font> <o:p></o:p></p>
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