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Cisco Unified Contact Center Enterprise

CAD 8.0 Agent Cannot Answer the Call Because the Outbound Buttons Are Greyed Out

Document ID: 112257

Updated: Jan 03, 2011

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Introduction

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 issue.

Prerequisites

Requirements

There are no specific requirements for this document.

Components Used

The information in this document is based on the Cisco Agent Dektop 8.0(1).

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.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Problem

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 greyed out.

Solution

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 steps:

  1. Open the System Information tool in the Tools > Miscellaneous folder in the ICM Configuration Manager application.

  2. Enable the Expanded call context enabled check-box.

  3. Click Save.

  4. Open the List tools.

  5. Open the Expanded Call Variable List tool.

  6. Click all BAxxxx variables (BAAccountNumber, BABuddyName, BACampaign, BADialedListID, BAResponse, BAStatus, and BATimezone).

  7. From the Attributes tab, click the Enabled check-box for each variable.

  8. Click Save.

Related Information

Updated: Jan 03, 2011
Document ID: 112257