Cisco Cisco IPCC Web Option Release Note

Troubleshooting

Calls not successfully routed to agent

In Monitor mode, Script Editor shows calls coming in and being routed; however, no calls are
actually reaching agents.

No Message

If a label is misconfigured or missing for a phone to which an agent is assigned, when this agent
is assigned a call, additional calls are not processed and successfully routed to other agents.
This can apply to calls routed through the Agent, Skill Group, Enterprise Skill Group, and Queue
nodes

Ensure that labels are properly configured for all agent phones

Duplicate email routing requests

For every request E-Mail Manager sends to the ICM Router, it appears to the Router as if two
requests are sent. This affects reporting, system lode, and counts displayed when viewing scripts
in Monitor mode.

ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)