Caller gets dropped when an attempt is made to recall a Cisco Unified CCX agent extension after the agent previously parked the call

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== Caller gets dropped when an attempt is made to recall a Cisco Unified CCX agent extension after the agent previously parked the call ==
 
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! '''Problem Summary'''
 
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| Agent A gets a Cisco Unified CCX call and parks that call. After the parked call times out, a recall is attempted to the Agent A extension (if no other agent has picked up the call). If Agent A is busy handling another call on that Cisco Unified CCX extension while the previously parked call is being routed, the caller gets dropped.
 
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! '''Error Message'''
 
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| None.
 
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! '''Possible Cause'''
 
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| A parked call gets dropped if an attempt is made to place the call again to a busy line that is not set with ''forward busy''.
 
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! '''Recommended Action'''
 
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Configure the Cisco Unified CCX extension of Agent A with Forward Busy to a non-Cisco Unified CCX line on the same phone.
 
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Also, configure this line as Forward Busy to the Cisco Unified CCX route point. When an attempt is made to recall the Cisco Unified CCX extension of Agent A, the call is forwarded to the non-Cisco Unified CCX line if the extension is busy. If the non-Cisco Unified CCX line is busy, the call is forwarded to the Cisco Unified CCX route point and gets queued again instead of being dropped. You can set up the workflow of the Cisco Unified CCX route point to increase the priority of the call.
 
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! '''Release'''
 
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| Release 7.0(1)
 
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! '''Associated CDETS #'''
 
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| None.
 
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|}
 
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[[Category:Unified CCX, Release 7.0]]
 

Latest revision as of 07:21, 8 June 2010

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