Issues with One-X Agent

[jamesmathews]

Hi All - I have an issue with One-X Agent I am hoping others may have seen before. Essentially, the user (agent ID 53189 / ext 653189) is associated with a Cisco phone(ext 647773) integration is using telecommute mode. As you will see from the trace data below when a call is made to the Avaya Agent ID - 53189 calls are then being routed to the ARS table:-

09:31:57 idle station 653189 cid 0x390f
09:33:17 active service-link cid 0x3967
09:33:17 dial 4647773 route:UDP|AAR
09:33:17 term trunk-group 34 cid 0x3967
09:33:17 dial 4647773 route:UDP|AAR
09:33:17 route-pattern 489 preference 1 location 5/ALL cid 0x3967
09:33:17 seize trunk-group 34 member 5 cid 0x3967
09:33:17 Setup digits 647773
09:33:17 Calling Number & Name NO-CPNumber NO-CPName
09:33:17 Proceed trunk-group 34 member 5 cid 0x3967
09:33:17 Alert trunk-group 34 member 5 cid 0x3967
09:33:35 active trunk-group 34 member 5 cid 0x3967
09:33:36 dial 01000 route:ARS
09:33:36 term trunk-group 51 cid 0x3966

Points for consideration
4 = AAR access code
Trunk 34 is QSIG trunk between Avaya and Cisco CUCM
0 is ARS access code
There are no forwards or cover paths set!

Any ideas greatly appreciated!

 

[4merAvaya]

The 'telephone At' phone number programmed in the One-X Agent is probably in the Uniform Dial Plan (UDP) table.

Kevin