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 environment.
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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 presented.
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 problem script.
Complete these steps in order to configure the interruptible parameter:
Right-click Play Prompt.
Select Properties, as shown by B in Figure 1. The Play Prompt window appears, as shown in Figure 2. Figure 2—Play Prompt
Go to the General tab.
Click Yes to set the Interruptible option.
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 can execute.
Set the Play Prompt to Interruptible in order to resolve the problem.