This document describes one reason why an agent is unable to answer a delivered call from the Cisco Agent Desktop and provides a solution in a Cisco IP Contact Center (IPCC) Express environment.
Cisco recommends you have knowledge of these topics:
Cisco Customer Response Solutions (CRS)
Cisco Agent Desktop
The information in this document is based on these software and hardware versions:
Cisco CallManager Version 4.0 and later
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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With Cisco CallManager versions earlier than 4.0, a maximum of two calls are supported per directory number (DN). Cisco CallManager 4.0 expands the number of calls per DN, making it database configurable. This configurable parameter is called Maximum Number of Calls under the Multiple Call/Call Waiting Settings section in the Directory Number Configuration window, as shown in Figure 1.Figure 1: Configurable Maximum Number of Calls
This problem can occur with different symptoms:
Calls stuck in queue
Drops calls in the queue
Reserves agents but does not deliver the call or agents are stuck in the Reserved state
Does not deliver calls to agents even though agents are available
When a call from the queue is sent to an available agent, the targeted agent goes from the Ready state to the Reserved state and stays in this state until the caller drops the call. The call is never presented to the phone of the agent.
When this problem occurs, this error message appears in the CiscoMIVRxx.log:
Note: This log is displayed over multiple lines due to space limitations.
Jun 24 17:23:45.402 MDT %MIVR-SS_TEL-3-CONSULT_FAILED:Consult failed: All Call ids=CallID:12 MediaId:238779/1 Task:23000000057,Extension=35081, Exception=com.cisco.jtapi.PlatformExceptionImpl: CCNException not handled: com.cisco.cti.client.CCNException: ,Failure reason=consult gets error 0x8ccc00c4=CTIERR_MAXCALL_LIMIT_REACHED
These requests return the error code, CTIERR_MAXCALL_LIMIT_REACHED , when the maxcall limit is reached:
Note: In order to access CiscoMIVRxx.log, choose System > Engine > Trace Files from the Customer Response Application Administration window.
In Cisco CallManager 3.x , the maximum number of calls allowed per DN is restricted to two. The new feature in Cisco CallManager 4.0 makes this count database configurable.
If the CallManager has this value set to 1 in the DN configuration, Figure 1, it creates a problem in the CRS. This problem occurs when the CRS issues the Consult Transfer request to send a call from the CTI port to the ICD device, it needs two sessions. One session is for holding the call in queue and the other session is for ringing the ICD device. In case the maximum number of calls is configured as 1, the call transfer fails. These are the supported and required configurations for the CTI Route Point, CTI Port, and ICD Extension:
CTI Route Point—Do not modify the Maximum Number of Calls and Call Forward Busy Trigger fields for the DN for CTI Route Points.
CTI Port—Do not modify the default values of Maximum Number of Calls and Call Forward Busy Trigger fields for the DN for CTI ports. If modified, make sure the Maximum Number of Calls field for the CTI Port is set for greater than 2 in order for them to be used for IPCC Express.
ICD Extension—Modify default values of the Maximum Number of Calls and Call Forward Busy Trigger fields for the DN used for the agent login. The ICD agent extension must be configured with 2 and 1 for the Maximum Number of Calls and Busy Triggers fields, respectively.
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Refer to Cisco Technical Tips Conventions for information on conventions used in this document.