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Agents Available but CM Not Delivering the Call

Agents Available but CM Not Delivering the Call

Agents Available but CM Not Delivering the Call

We are running CM 10.1.2 and have come across issues from several call centers where they show agents in an available state, yet calls are waiting in queue and not being delivered to an available agent. We typically use ead-mia and are not using Business Advocate. It appears that the available agents do not have this skill as their top priority (1) but are in a Backup state, yet available.

Any ideas on this issue?

RE: Agents Available but CM Not Delivering the Call

We had a similar issue. In our case, the issue was bandwidth limits between network regions. Check "display ip-network-region x" and check the WAN-BW-Limits between your trouble regions.

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