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Home > Archive > Voice over IP Cisco > November 2007 > IPCC Ent 7.0 - Agent phone won't ring.
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IPCC Ent 7.0 - Agent phone won't ring.
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| Cliff McGlamry 2007-11-27, 1:12 am |
| Brand new IPCC 7.0 install. Services are up and talking to each other.
Agent can log into the CTIOS agent desktop just fine. If you call the agent's extension directly, you see the call on the CTIOS agent desktop when the phone starts ringing. So far so good.
I created a simple script on ICM that takes the call, and puts it directly into the service queue the agent is assigned to.
The monitor service on the script shows the call got there, but the phone never rings. Caller eventually gets a fast busy signal.
If conditional testing for expected wait time, etc is added the script the call follows the fail branch like the agent isn't logged in.
I'm scratching my head here. I think this is likely something simple, but I cannot figure out what I'm missing.
Any pointers appreciated.
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| Matthew Saskin 2007-11-28, 1:11 pm |
| When you place the test call in, does the agent go into a RESERVED state
for a period of time but never receives the call?
Did you configure device targets for the agent extension?
Did you associate routing clients to that device target?
Sounds to me like the router is attempting to send the call to the agent
but the call is never making it there - there are a few moving pieces in
this puzzle (router -> pg -> callmanager -> phone).
-matt
Cliff McGlamry wrote:
> Brand new IPCC 7.0 install. Services are up and talking to each other.
>
> Agent can log into the CTIOS agent desktop just fine. If you call the
> agent's extension directly, you see the call on the CTIOS agent desktop
> when the phone starts ringing. So far so good.
>
> I created a simple script on ICM that takes the call, and puts it
> directly into the service queue the agent is assigned to.
>
> The monitor service on the script shows the call got there, but the
> phone never rings. Caller eventually gets a fast busy signal.
>
> If conditional testing for expected wait time, etc is added the
> script the call follows the fail branch like the agent isn't logged in.
>
> I'm scratching my head here. I think this is likely something simple,
> but I cannot figure out what I'm missing.
>
> Any pointers appreciated.
>
>
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>
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