Cisco Unified Contact Center Express

Document ID: 45160

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Problem
Logic
Explanation
Solution
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Related Information

Introduction

This document discusses why a Cisco IP Integrated Contact Distribution (ICD) agent randomly goes into Reserved state and is not able to get out of the state unless the agent logs out and logs in again in a Cisco IP Contact Center (IPCC) environment. This document also describes the procedure to troubleshoot this problem.

Note: The problem described in this document occurs in Cisco IPCC Express version 3.0(2). For details, refer to Cisco bug ID CSCeb36950 ( registered customers only) : Documentation on Select Resource Step.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Cisco CallManager

• Cisco IPCC Express

Components Used

The information in this document is based on these software and hardware versions:

• Cisco IPCC Express version 3.0(2)

• Cisco CallManager 3.2(3) or 3.3(3)

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.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Problem

If the script uses Connect to perform a consult transfer to a Cisco ICD agent, the call proceeds to time out and goes into Failed state due to ring-no-answer. If there is a Goto step that jumps to Queued in Select Resource, unavailable agent resources are not verified. The caller remains in the ICD script loop and does not connect to an agent, even if one becomes available. The agent is left in Reserved if the call is queued then routed to an agent (before it disappears from queue).

When you troubleshoot this problem, it is important to understand the exact callflow and collect the related information, as shown in Cisco IPCC Express Support Checklist.

Logic

Agent selection and call delivery is performed by the Select Resource step in the script. This step examines agents (resources) who are members of the Contact Service Queue (CSQ) in a Ready state. This step then selects the agent based on the CSQ resource selection criteria, and performs a Consult (supervised) Transfer between the calling customer and the CTI port, to the calling customer and the agent's directory number.

The Select Resource step has several properties, as shown in Figure 1:

The Connect property controls whether the call is delivered immediately to the agent. When set to Yes, the True branch result is Connected (Figure 2), and the call is automatically connected to the available agent.

When set to No, the True branch result is Selected (Figure 3). This allows the call to have additional call treatment prior to the attempt to connect the call, and requires an additional Connect step to send the call to the agent.

Explanation

Select Resource properties have an impact on operations. When Connect is set to Yes, logic is similar to DO_WHILE. For example, when the agent is ring-no-answer, Select Resource runs repeatedly until there is no agent available. If no agent is available, the control branches to Queued.

When Connect is set to No, logic is nested with Connect. For example, if the Connect step returns True, the call is connected and the Connected branch is taken. If the Connect step returns False, the result is the Failed branch, and the logic needs to return to the outside loop.

It is commonly misunderstood that if the Connect step exits on Failed, there are no additional agents available. Some scripts are written with a Goto step to a label inside the Queued branch of Select Resource.

Note: You cannot remove a call from the Connect step.

This logic is invalid if there is more than one agent available when the Select Resource step is executed. Because the design of Connect is based on DECISION logic (Figure 4), use a Goto step to bypass Select Resource and test for another available agent on Connect Failed breaks ring-no-answer.

Solution

A label such as AgentSelect must be placed before Select Resource, as shown in Figure 5. On the Failed branch of Connect, add a Goto step to AgentSelect. The logic of the Select Resource, when agents=0, branches to the Queued.

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Related Information

• Cisco IPCC Express Support Checklist
• Technical Support & Documentation - Cisco Systems