During some test reviews , I have encountered the following issue . I was dealing with one UCCX script which must call agent in different location and I was receiving some beeps before to jump in the default script ‘Sorry we are experiencing ….’ .
It was happening only when agents were logged. After looking more deeply , it was impossible to set up an agent in a ready mode at the remote location , they were in a reserved mode.
After some investiguations, I saw that I have forgotten to remove the location bandwidth restriction to test the AAR functionality . So I was hitting the fact that my ICD applications can’t dial any remote agents due to a lack of bandwidth. Removing this restriction of bandwidth has resolved the issue.
But my question was then to see how we can correct this as AAR was configured on my agent phones and you can also specify AAR group under your CTI configurations.
The result is there even if you have the opportunity to configure AAR under your CTI ports . It will not succeed as it is a limitation of UCCX.
So don’t rely on AAR to save your call center script for remote agents!!!
Even if now you can edit and save directly your script in the right depository on the server ( a big advantage). It is still MANDATORY to refresh the script under the appadmin page.
Another detail regarding the CSQ is that they are case sentive for your script applications. So double-check the name of your CSQ in your script. !
Be careful , an UCCX agent can only belong to only 1 Resource Group but an UCCX agent can have multiple skills.
So depending your implemention, please consider first on how to define your agents properly before to assign them to a Resource Group or to skills.
Here are some stuff regarding the UCCX .
First of all , please check that under the menu Subsystems>Cisco Media , you have well CTI port defined. It is depending on your license.
For reminder , the JTAPI User is the user which will control the CTI Route Point and the CTI Ports ( Everything must be populated via the appadmin).
The RmCM user is the user which must control the agent extension and the supervisors. Don’t forget also to define under your agent/supervisor agent the primary line and the IPCC extension.
Define then the Telephony Call Control Group that you will use to define the amount of CTI ports that you will use for your script/applications. Don’t forget to click on the Show More button in order to configure correctly your ports
Call Control Group Definition
In your application script , the Maximum Number of Sessions has to match the CTI port that you have defined in your call control group. If it is not the case, then you can encounter the conditions where you will hit the default script message so the message “Sorry we are experiencing ……”.
Script Application Definition