Field Notice: *Expired* FN - 27035 - Integrated Contact Distribution (ICD) Agents Stuck in RESERVED State With IP Contact Center (IPCC) Express

Revised April 28, 2008
November 5, 2003

NOTICE:

THIS FIELD NOTICE HAS BEEN EXPIRED AND IS NO LONGER MAINTAINED OR UPDATED BY CISCO.

THIS FIELD NOTICE IS PROVIDED ON AN "AS IS" BASIS AND DOES NOT IMPLY ANY KIND OF GUARANTEE, WARRANTY OR SUPPORT. USE OF THE INFORMATION ON THIS FIELD NOTICE OR MATERIALS LINKED FROM THIS FIELD NOTICE IS AT YOUR OWN RISK. CISCO RESERVES THE RIGHT TO CHANGE OR UPDATE THIS FIELD NOTICE AT ANY TIME.

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Products Affected

Cisco IP Contact Center (IPCC) Express version 3.0(2) and later.

Problem Description

Integrated Contact Distribution (ICD) Agents are stuck in RESERVED state, leaving calls in the Queue and forcing the agent to log out and back in.

Background

ICD Agents are forced to log out and back in after being left in RESERVED state due to various issues. See for more information..

Problem Symptoms

Agents can be left in a RESERVED state for a variety of reasons. Below are examples of some of the reasons:

1. Misconfiguration. The following configurations are not supported for agent phones:

   • Two lines on an agents phone that have the same extension but exist in different partitions

   • An ICD extension assigned to multiple devices.

   • Call forwarding on an ICD line is not supported prior to CRS 3.1.

   • Call waiting enabled on an ICD line.

   Note: Configuring an ICD extension in a device profile is supported.

2. CSCeb36950 (registered customers only) - The Select Resource step is set to Connect = No and the Failed Branch of the Connect Step has a Goto step that jumps back into the Select Resource Step.

3. CSCdx46617 (registered customers only) - An ICD Route point is the destination of a redirect from another CRS script. The script should have a Delay step before the Accept step that gives the transferring party time to complete their transfer before the CRS script answers the call

4. CSCeb49310 (registered customers only) - Caller is redirected to an ICD CTI route point from another script. After the call is redirected and the call is queued, call will no longer be queued after 8-10sec. The caller remains in an ICD script loop but does not go to an Agent when one becomes available. Agents are left in RESERVED state if call is queued then routed to Agent before it disappears from queue.

5. CSCec02808 (registered customers only) - Call is blind transferred to CRS from Unity and Agent is stuck in RESERVED.

Workaround/Solution

1. CSCeb36950 (registered customers only) . Modify the script so that the Goto step jumps to a label that is before the Select Resource Step. For more information on this issue refer to the Cisco IPCC Express Technical Tip.

2. CSCdx46617 (registered customers only) . Always add a SetContactInfo step to the Successful branch of a Redirect step.

3. CSCeb49310 (registered customers only) . Use the Subflow step to send callers to the ICD script instead of Redirect step. Or add a delay of more than 15 seconds in the ICD script before the call gets to the Select Resource Step in the ICD workflow. This can be done by putting in a Delay Step or by playing prompts that are at least 15 seconds.

   Solution: This problem only occurs when connecting to CallManager 3.2 or 3.3. Bug ID CSCeb44077 (registered customers only) is corrected in CCM 3.3(2) ES43, 3.2(3) ES15, and 3.3(3) ES01.1.

4. CSCec02808 (registered customers only) . Resolved in CRS 3.1(2) or 3.1(1) - SR2 ES1

DDTS

To follow the bug ID link below and see detailed bug information, you must be a registered user and you must be logged in.

DDTS	Description
CSCeb36950 (registered customers only)	Documentation on Select Resourece Step
CSCdx46617 (registered customers only)	Redirect to ICD rp could remain in Q or mess up agent state and RTR
CSCeb49310 (registered customers only)	Calls unanswerable & agent state changed to reserved
CSCec02808 (registered customers only)	Agent stuck in RESERVED for call blind-xferred from Unity to IPCC Express

  

For More Information

If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:

• Open a service request on Cisco.com
• By email
• By telephone

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