This document describes how to address situations where the supervisor is not able to barge-in or intercept the agent call.
Sometimes, when the supervisor clicks the Barge-in or Intercept buttons, nothing happens. This occurs because the agent extension makes a conference call request to the supervisor extension through the Intelligent Contact Manager (ICM) Computer Telephony Integration Object Server /Computer Telephony Integration Server processes when the supervisor initiates the barge-in. However, the Cisco CallManager Peripheral Interface Manager (PIM) generates a "New Call Request" based on the Dialed Number Plan (DNP) matching. This behavior causes the ICM Router to deny the call with the reason "1011."
19:06:37:604 PG1A-pim1 Trace: CSTA ROUTE REQUEST,
RequestPostRoute: by PIM for the DNP SENT TO OPC
CallID = 2130706591
DeviceID = 3673 DeviceType = Static
RoutingCrossRefID = 65693
CurrentRoute = ????
CallingDevice = 3673
RequestType = 51
CustomerID = -1
PreferredASTID = -1
19:06:37:606 PG1A-pim1 Trace: ProcessCSTARouteEnd:
The issue occurs with ICM versions that have DNP configured. In order to solve this problem, remove the DNP configuration that matches the supervisor's extension(s).