This document describes one of the reasons why the Cisco IP Interactive
Call Distribution (ICD) fails to route a call to an agent phone in a Cisco IP
Contact Center (IPCC) Express environment.
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The information in this document is based on these software and
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
A partition comprises a logical group of directory numbers (DNs) and
route patterns with similar characteristics. Devices typically placed in
partitions include DNs and route patterns. These are entities associated with
DNs that users dial. When a DN or route pattern is placed into a certain
partition, this creates a rule that specifies which devices can call the device
or route list.
A call search space comprises an ordered list of partitions that users
can look at before they are allowed to place a call. Call search spaces
determine the partitions that calling devices, such as IP phones, soft phones,
and gateways, can search when they attempt to complete a call.
Cisco IP ICD application is unable to route calls to an agent phone.
When it happens, the agent state goes from Ready to Reserved to Not Ready, or
from Ready to Reserved to Ready, depending on the Automatic
Work setting in the Contact Service Queues Configuration area of the
IP ICD Configuration. The other symptom is the call never rings on the agent
This is a configuration issue. The Computer Telephony Integration (CTI)
ports associated with the application do not have a call search space applied
in the Cisco CallManager configuration that allows the CTI Ports to transfer
the call to the agents. In other words, the partition applied to the agent ICD
DN needs to be in the call search space applied to the CTI ports. On a similar
note, if there is no call search space applied to the CTI Ports, the transfers
also fail. CTI ports must have a calling search space configured.
In order to solve this problem, apply the call search space to all the
CTI Ports that contain the partition assigned to the ICD DN of the