With Cisco Agent Dektop (CAD) 8.0, during a direct preview outbound
campaign, when a CAD 8.0 agent receives a call, the agent is put in a reserved
state. The agent cannot answer or unhold the call because the buttons for the
same are greyed out. This document provides information to troubleshoot this
There are no specific requirements for this document.
The information in this document is based on the Cisco Agent Dektop
The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.
Technical Tips Conventions for more information on document
With Cisco Agent Dektop 8.0, during a direct preview outbound campaign,
when a CAD 8.0 agent receives a call, the agent is put in a reserved state. The
agent cannot answer or unhold the call because the buttons for the same are
This issue can occur if the BAStatus field is not enabled when this is
a requirement. For example, if you are using the Direct Preview reservation
call, the first letter in the BAStatus field needs to be D. For more
information on the BAStatus field, refer to
Outbound Option Guide for Cisco Unified Contact Center
Enterprise and Hosted 8.0(1)
In order to enable the Expanded Call Context (ECC) variables using the
System Information tool and the Expanded Call Variable List tool, perform these
Open the System Information tool in the
Tools > Miscellaneous folder in the ICM
Configuration Manager application.
Enable the Expanded call context enabled
Open the List tools.
Open the Expanded Call Variable List tool.
Click all BAxxxx variables (BAAccountNumber,
BABuddyName, BACampaign, BADialedListID, BAResponse, BAStatus, and
From the Attributes tab, click the
Enabled check-box for each variable.