Cannot answer an incoming call from Agent Desktop of ACCS 7.0

[nortavaya]

Hello,

I have issue with answering an incoming call from Avaya Agent Desktop of ACCS, however, I can answer from the hardphone

When we try to answer through AAD, we got this error:

Answer Failed because: Operation failed because CTI Control of Agent Phoneset is unavailable. Please use the Phoneset directly to perform this operation.

Any idea what can be the issue ?

Thank you.

 

[aarondyck]

What version of ACCS and what version of IP Office?

There is a solution on the Avaya support site that shows a minor version mismatch could cause this issue (

https://support.avaya.com/ext/index?page=content&id=SOLN336098).

Worth taking a look at.

http://www.adventuresinvoip.ca/

 

[holdmusic34]

Restart CCMS services to clear the stuck terminal.
I have seen two cases where a reboot of the ACCS server and the IP Office did the trick.

Depending on the URI configuration the ICR can be completely ignored.

If your URI is configured to use internal data then the IP Office will look into the user's SIP tab and if you have *'s it will look into ICR.

A madman with a taste for speed.

 

[nortavaya]

Hi aarondyck, thanks for your reply, the version of IPO is R11.0.4 and ACCS R 7.0.3, so the solution you provided was already done but the still the issue

@holdmusic34: I restart both ACCS and IPO at the same time, but still the issue
I did't understand which URI you mean, I use PRI trunk for ICR and outgoing calls

Thank you.

 

[holdmusic34]

My best advice is that you should create an IPOSS ticket and get this investigated.

This is going to need to have someone look in to the logs.

Depending on the URI configuration the ICR can be completely ignored.

If your URI is configured to use internal data then the IP Office will look into the user's SIP tab and if you have *'s it will look into ICR.

A madman with a taste for speed.

 

[holdmusic34]

You may have a compatibility issue between your IP Office and ACCS. Make sure you are on the correct supported release. you may need to upgrade ACCS to 7.0.3

Depending on the URI configuration the ICR can be completely ignored.

If your URI is configured to use internal data then the IP Office will look into the user's SIP tab and if you have *'s it will look into ICR.

A madman with a taste for speed.