IPOCC agent unable to receive calls !

[nortavaya]

Hi all,

I have issue with IPOCC R10.1.2, Topic call unable to reach agent/agent group via call flow even the agents are available

When I call the topic, I reach the call flow passing all steps until coming to the Transfert to Agent Group, the call is not delivered to the agent even he is already logged in and available

Any idea regarding this issue ?

Thank you

 

[alan24]

Make sure your SIP extension is using the Application User Rights on IPO, the no answer time timeout is set 99999 and the individual coverage time is set to 0
Also make sure the ring timeout on the agent group on IPOCC is lower than the no answer time of your agents on IPO.

 

[nortavaya]

Hi alan24, it works fine if I did a sample call flow with only topic and transfert to Agent Group blocks

But I call another call flow with announcements and menu...the call is flashing on the IPOCC UI agent but disappear quickly and marked "rejected"..so the agent cannot pick the call

Any idea ?

Thank you