This document describes one reason why agents go into the
Reserved state for 20 seconds or longer after ending a call
and provides a solution in an IP Contact Center (IPCC) Express
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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.
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There are two symptoms to this problem:
Calls are queued, but sit in the queue up to 60 seconds before they
connect to an agent in the Ready state. Additionally, the
agent that receives the call is in the Reserved state while
call is in the queue.
Once the agent ends the call, the agent goes back into the
Reserved state and stays in this state for up to 20 seconds
before receiving the next call.
This problem is related to a CRS script issue. This happens because
there is a Select Resource step, as shown by C in
Figure 1, before the
Queued branch. Once the resource is ready to take a call, the
resource is flagged as reserved. But, if the Play Prompt step, as shown by
A in Figure 1, is
not interruptible, then the Select Resource step cannot route
the call to the resource until the prompt ends. Therefore, if there is a
20-second interruptible prompt the agent remains in the
Reserved state for 20 seconds before the call is
Figure 1—Sample Script
Note: The purpose of Figure 1 is
to demonstrate the Select Resource and Play Prompt step. This script is not the
Complete these steps in order to configure the interruptible
Right-click Play Prompt.
Select Properties, as shown by B
in Figure 1. The Play Prompt window
appears, as shown in Figure
Figure 2—Play Prompt
Go to the General tab.
Click Yes to set the
Note: If you select Yes, an external event (such as an
agent becoming available or a caller hanging up) can interrupt the step. If you
select No, the step must be completed before any other process
Set the Play Prompt to Interruptible in order to
resolve the problem.