Cisco Agent Desktop stuck in Reserved

Hi guys...
we have a UCCE 7.5.7 with CAD 7.5.8... what we have found is that when there is a large volume of inbound calls the CAD gets stuck in Reserved state for 30 seconds before it gets a call...
Investigating this i came accross a reference that this happens when an Agent is reserved for an inbound call but the customer hangs-up at that very moment the agent was reserved...
now... 30 seconds is quite a long time for an agent to be Reserved without doing any work... is it possible to change this behaviour and maybe cut the timer down to 5 seconds which would be acceptable...
thnx

I would use your lab system and try the registry setting RouteRequestTimeout (default is 30000 so probably msecs).
\ICM\\PGn[A,B]\PG\CurrentVersion\PIMS\pimN\EAGENT\Data\Config
I don't know if this is correct, of course. But it looks tantalizing
Regards,
Geoff

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Agent get stucked in Reserved State

HI CUCCE gurus,
Need assistance on this issue. In our remote office, our Sales Team has a linegroup setup, the Sales extensions are part of the linegroup and at the same time its their ACD line when they logged in to Cisco Agent Desktop.
The issue is, when they got a call from the linegroup their CAD state change to "Reserved" and it stuck from that state and nothing they can do to change the state but to logoff, close the apps and log back in.
I enabled debug on once of the Sales CAD (see attached output).
Any troubleshooting tips that you can advise or detailed steps to check from our system.
Our CAD is 7.X
Our CUCCE is 7.X
Our CUCM 7.X
Thank you.

Hi Jhun,
Agent stuck in reserved state it means, the ICM has reserved the agent, but the call is not getting delivered to the agent extension.
If you are using SIP trunk, you would probably need to check the CSS and Partitions over the trunk. Also, any recent changes made on the CSS of the SIP trunk you would need to reset the SIP trunk.
The CSS on the SIP trunk should contain the partition of the phone.
Also, you would need to check on the Agent targetting rule in the config manager of the ICM. The agent extensions should be added to the Agent targetting rule
Hope this helps!!!
Cheers,
Dass
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Hi Anand,
I've looked at the historical reports. Nothing weird there. The 14 minute call came directly from outside, no transfeer or anything. And even if this was the case then the 2nd longest inbound call is 8:30 and not 3:08. Also if you take the sum of all inbound call times you get almost 55 minutes. The difference is too much as the Toal Talking time displayed is 7:22. Also from the supervisor tool I do see the correct numbers.
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Cisco Agent Desktop stuck in Reserved

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