Cisco Cisco Customer Response Solution Downloads Troubleshooting Guide
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Cisco Unified Contact Center Express Servicing and Troubleshooting Guide, Release 7.0(1)
Chapter 8 Troubleshooting Tips
Outbound Problems
Outbound Problems
This section contains the following troubleshooting tips on Outbound problems:
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Agent does skip or skip-close but does not stay reserved
Symptom
Agent does skip or skip-close but does not stay reserved.
Error Message
None
.
Possible Cause
If the Outbound subsystem does not have contacts in memory, the agent is no longer
reserved for Outbound calls and the agent is available or not available depending on the auto-available
setting for the agent.
setting for the agent.
Recommended Action
Make sure the Outbound subsystem has contacts in memory and that the agent has
an auto-available setting.
Agent is not getting callbacks
Symptom
Agent is not getting callbacks.
Error Message
None
.
Possible Cause
The system time on the CAD could be incorrect.
Recommended Action
Ensure that the system time on the CAD is correct.