Cisco Cisco Unified Contact Center Express 9.0(1) Troubleshooting Guide
Call Bounces Between Two Agents − Forward
NoAnswer Timer
NoAnswer Timer
Document ID: 60556
Contents
Introduction
Prerequisites
Requirements
Components Used
Conventions
Problem
Solution
Related Information
Prerequisites
Requirements
Components Used
Conventions
Problem
Solution
Related Information
Introduction
This document describes one reason why an
incominginbound
call bounces between two agents and provides
a solution in a Cisco IP Contact Center (IPCC) Express environment.
Prerequisites
Requirements
Cisco recommends that you have knowledge of these topics:
Cisco CallManager
•
Cisco Customer Response Solutions (CRS)
•
Components Used
The information in this document is based on these software and hardware versions:
Cisco CallManager
•
Cisco CRS
•
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.
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
When a new call arrives at an agent desktop, Agent
O
ne receives the enterprise data screen pop and one ring.
Before the agent can answer the call, the call is transferred to Agent
T
wo with the enterprise data screen pop
and one ring. Before the second agent can answer, the call is transferred back to Agent
O
ne. The call switches