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</o:shapelayout></xml><![endif]--></head><body lang=EN-US link=blue vlink=purple><div class=WordSection1><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>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.<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>@Gurpreet, responses to your questions<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal style='margin-bottom:12.0pt'>Do you immediately have the Select Resource step after the Welcome greeting in the script where the call fails? <span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>YES</span><o:p></o:p></p><p class=MsoNormal style='margin-bottom:12.0pt'>Do all calls fail in this transfer scenario? <span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>NO, the issue is intermittent</span><o:p></o:p></p><p class=MsoNormal>Please explain the call flow like this for a failing and working call:<o:p></o:p></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>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<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>@Jason<o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'>Does the CTI Port CSS have access to where they are transferring? <o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>The CTI Ports, and agent they are transferring to have the same CSS<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><img width=711 height=394 id="Picture_x0020_2" src="cid:image002.png@01CF8970.681E6A80"><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif";color:black'>:-:gm<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif";color:black'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif";color:black'>Grace Maximuangu<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif";color:black'>Voice Solutions Engineer<o:p></o:p></span></p><p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Calibri","sans-serif";color:black'>Black Box Network Services<o:p></o:p></span></b></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif";color:black'>Cell: 213.268.6342<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif";color:black'><a href="mailto:grace.maximuangu@blackbox.com">grace.maximuangu@blackbox.com</a><o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif";color:black'><a href="http://www.blackbox.com/">www.blackbox.com</a> <o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif";color:#17365D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><img border=0 width=236 height=48 id="Picture_x0020_1" src="cid:image005.jpg@01CF8972.CE0B2E30" alt="bbox logo.JPG"><o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><b><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>From:</span></b><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'> Ted Nugent [mailto:tednugent73@gmail.com] <br><b>Sent:</b> Monday, June 16, 2014 2:02 PM<br><b>To:</b> Gurpreet Singh Kukreja<br><b>Cc:</b> Grace Maximuangu; cisco-voip@puck.nether.net<br><b>Subject:</b> Re: [cisco-voip] UCCX 10.0 Calls Dropping while being transferred to another Queue by Agent<o:p></o:p></span></p><p class=MsoNormal><o:p> </o:p></p><div><p class=MsoNormal>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. <o:p></o:p></p></div><div><p class=MsoNormal style='margin-bottom:12.0pt'><o:p> </o:p></p><div><p class=MsoNormal>On Mon, Jun 16, 2014 at 3:28 PM, Gurpreet Singh Kukreja <<a href="mailto:tycoononway1987@gmail.com" target="_blank">tycoononway1987@gmail.com</a>> wrote:<o:p></o:p></p><blockquote style='border:none;border-left:solid #CCCCCC 1.0pt;padding:0in 0in 0in 6.0pt;margin-left:4.8pt;margin-right:0in'><div><p class=MsoNormal style='margin-bottom:12.0pt'>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?<o:p></o:p></p></div><div><p class=MsoNormal style='margin-bottom:12.0pt'><o:p> </o:p></p><div><div><div><p class=MsoNormal>On Mon, Jun 16, 2014 at 11:21 AM, Grace Maximuangu <<a href="mailto:Grace.Maximuangu@blackbox.com" target="_blank">Grace.Maximuangu@blackbox.com</a>> wrote:<o:p></o:p></p></div></div><blockquote style='border:none;border-left:solid #CCCCCC 1.0pt;padding:0in 0in 0in 6.0pt;margin-left:4.8pt;margin-right:0in'><div><div><div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>Description:<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>The agents receive a lot of calls that are not meant for their queue so they have to transfer to another queue.<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>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”<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>And then the call is aborted.<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>Anyone experienced this issue before please let me know how you resolved it?<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;color:black'>:-:gm</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;color:black'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;color:black'>Grace Maximuangu</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;color:black'>Voice Solutions Engineer</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><b><span style='font-size:10.0pt;color:black'>Black Box Network Services</span></b><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;color:black'>Cell: <a href="tel:213.268.6342" target="_blank">213.268.6342</a></span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;color:black'><a href="mailto:grace.maximuangu@blackbox.com" target="_blank">grace.maximuangu@blackbox.com</a></span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;color:black'><a href="http://www.blackbox.com/" target="_blank">www.blackbox.com</a> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;color:#17365D'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='color:#1F497D'><img border=0 width=236 height=48 id="_x0000_i1025" src="cid:image003.jpg@01CF896F.36B7BCE0" alt="bbox logo.JPG"></span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p></div><p class=MsoNormal><o:p> </o:p></p><div class=MsoNormal align=center style='text-align:center'><hr size=3 width="100%" align=center></div><p class=MsoNormal><span style='font-size:7.5pt;font-family:"Arial","sans-serif";color:gray'>This email and any files transmitted with it are confidential and are intended for the sole use of the individual to whom they are addressed. 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If you have received this email in error, please notify the sender by replying to this email.</span><o:p></o:p></p></div><p class=MsoNormal><o:p> </o:p></p></div></div><div><p class=MsoNormal style='margin-bottom:12.0pt'>_______________________________________________<br>cisco-voip mailing list<br><a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a><br><a href="https://puck.nether.net/mailman/listinfo/cisco-voip" target="_blank">https://puck.nether.net/mailman/listinfo/cisco-voip</a><o:p></o:p></p></div></blockquote></div><p class=MsoNormal><o:p> </o:p></p></div><p class=MsoNormal style='margin-bottom:12.0pt'><br>_______________________________________________<br>cisco-voip mailing list<br><a href="mailto:cisco-voip@puck.nether.net">cisco-voip@puck.nether.net</a><br><a href="https://puck.nether.net/mailman/listinfo/cisco-voip" target="_blank">https://puck.nether.net/mailman/listinfo/cisco-voip</a><o:p></o:p></p></blockquote></div><p class=MsoNormal><o:p> </o:p></p></div></div></body></html>