Cisco Unified Contact Center Enterprise

June 23, 2004

Products Affected

ICM IPCC - 5.0.0 SR5 (only)

Problem Description

All CTI Route Points will ring busy. Agents are no longer able to control calls via the desk top.

Background

This issue is limited to only IP Contact Center (IPCC) version 5.0 running SP 5. If changes are made to route points while calls are being processed, this issue may occur.

All of the IPCC processes will appear to be functional.

Problem Symptoms

All Computer Telephony Integration (CTI) Route Points ring busy. Agents are not able to control calls via the desk top.

Workaround/Solution

Workaround to avoid this issue:

To avoid this condition, add new CTI Route Points to the IPCC Enterprise product during maintenance hours.

Workaround to recover from this issue:

To recover from this condition, it will be necessary to fail over to the idle side Peripheral Gateway (PG) .

Solution:

Upgrade your IPCC Enterprise product to IPCC version 5.0 SR7

DDTS

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For More Information

If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:

• Open a service request on Cisco.com
• By email
• By telephone

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