This document describes one reason why an inbound call bounces between two agents and provides a solution in a Cisco IP Contact Center (IPCC) Express environment.
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When a new call arrives at an agent desktop, Agent One receives the enterprise data screen pop and one ring. Before the agent can answer the call, the call is transferred to Agent Two with the enterprise data screen pop and one ring. Before the second agent can answer, the call is transferred back to Agent One. The call switches back and forth between the two agents and neither agent can answer the call. It appears the call is in a recursive loop. (See Figure 1.)
Figure 1 – Call Bounces Back and Forth Between Agent One and Agent Two
The problem is caused by the timeout setting between the Forward NoAnswer Timer in CallManager and the Select Resource step of the CRS script. In order to fix this problem, the Forward NoAnswer Timer must exceed the Timeout value of the Select Resource step.
Complete the following steps in order to set the Forward NoAnswer Timer:
In Cisco CallManager Administration, choose Service > Service Parameter.
Choose the correct server from the Server drop-down list.
Choose Cisco CallManager from the Service drop-down list. (See Figure 2.)
Figure 2: Service Parameters Configuration
In the Cluster Wide Parameters (Feature - Forward) area, enter a value in the Forward NoAnswer Timer (sec)* field. (See Figure 3.) Figure 3: Forward NoAnswer Timer
Note: The Forward NoAnswer Timer value must be greater than the Timeout value in the Select Resource dialog box. (See Figure 4.)
Complete these steps in order to set the Timeout value of the Select Resource:
Use the Cisco Customer Response Applications (CRA) Editor in order to load the CRS script.
In the dialog box, right-click and select Properties in order to locate the Select Resource step.
The Select Resource window appears. (See Figure 4.) Figure 4: Timeout Setting of the Select Resource Step
Enter a value in the Timeout field, and click OK .
Note: This Timeout
value must be less than the Forward NoAnswer Timer.