Cisco Cisco Agent Desktop 8.0 Guide De Dépannage
Background Information
A partition comprises a logical group of directory numbers (DNs) and route patterns with similar
characteristics. Devices typically placed in partitions include DNs and route patterns. These are entities
associated with DNs that users dial. When a DN or route pattern is placed into a certain partition, this creates a
rule that specifies which devices can call the device or route list.
characteristics. Devices typically placed in partitions include DNs and route patterns. These are entities
associated with DNs that users dial. When a DN or route pattern is placed into a certain partition, this creates a
rule that specifies which devices can call the device or route list.
A call search space comprises an ordered list of partitions that users can look at before they are allowed to
place a call. Call search spaces determine the partitions that calling devices, such as IP phones, soft phones,
and gateways, can search when they attempt to complete a call.
place a call. Call search spaces determine the partitions that calling devices, such as IP phones, soft phones,
and gateways, can search when they attempt to complete a call.
Problem
Cisco IP ICD application is unable to route calls to an agent phone. When it happens, the agent state goes
from Ready to Reserved to Not Ready, or from Ready to Reserved to Ready, depending on the Automatic
Work setting in the Contact Service Queues Configuration area of the IP ICD Configuration. The other
symptom is the call never rings on the agent phone.
from Ready to Reserved to Not Ready, or from Ready to Reserved to Ready, depending on the Automatic
Work setting in the Contact Service Queues Configuration area of the IP ICD Configuration. The other
symptom is the call never rings on the agent phone.
Solution
This is a configuration issue. The Computer Telephony Integration (CTI) ports associated with the application
do not have a call search space applied in the Cisco CallManager configuration that allows the CTI Ports to
transfer the call to the agents. In other words, the partition applied to the agent ICD DN needs to be in the call
search space applied to the CTI ports. On a similar note, if there is no call search space applied to the CTI
Ports, the transfers also fail. CTI ports must have a calling search space configured.
do not have a call search space applied in the Cisco CallManager configuration that allows the CTI Ports to
transfer the call to the agents. In other words, the partition applied to the agent ICD DN needs to be in the call
search space applied to the CTI ports. On a similar note, if there is no call search space applied to the CTI
Ports, the transfers also fail. CTI ports must have a calling search space configured.
In order to solve this problem, apply the call search space to all the CTI Ports that contain the partition
assigned to the ICD DN of the agent.
assigned to the ICD DN of the agent.
Related Information
Cisco CallManager: Partition Configuration
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Cisco CallManager: Calling Search Space Configuration
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© 2014 − 2015 Cisco Systems, Inc. All rights reserved. Terms & Conditions | Privacy Statement | Cookie Policy | Trademarks of
Cisco Systems, Inc.
Updated: Mar 21, 2005
Document ID: 48863