UCCX - Agents Stuck In Certain State

        In all version of UCCX, I've noticed that Agents can get stuck in a certain state (Reserved, Talking, Not Ready, Ready). Here are some reasons best practices to follow to hopefully avoid or resolve this issue.

• The biggest violator is misconfiguration. This is what you shouldn't do:
• Do NOT configure two lines on an agent's phone that have the same extension, but exist in different partitions (eg. Internal_PT, and UCCX_PT)
• Do NOT configure the same ICD extension on multiple phones
• Do NOT configure Call Forwarding on an ICD line prior to CRS 3.1
• Do NOT configure a Max Busy Trigger of anything other than 1 on an ICD extension (Agents can only receive one call at a time)
• Do NOT set the CUCM ICD extension's No Answer Ring Duration (Default or Static) to be less than the UCCX Select Resource Timeout value. 
• On the Extension the setting is under "No Answer Ring Duration"
• In Service Parameters > Cisco CallManager it is under Clusterwide Parameters (Forward) > Forward No Answer Timer and defaults at 12 seconds.

• CSCeb36950 - Do NOT configure any GOTO steps that point to a label within the Select Resource step. Always point to a label before the Select Resource Step.

• CSCdx46617 & CSCeb49310 - Set a 1 second delay step at the beginning (before the Accept Step) of all of your scripts. This is to prevent callers getting stuck in queue and not being able to be reached as well as agents getting stuck in a certain state. 
• Typically a transfer redirect step from one script or queue into another script causes issues if there is no delay set. The redirect is too fast for the call to be marked as handled and then accepted and handled within another script.
• Agents are typically left in the RESERVED state and the caller is typically left in a routing loop and cannot be answered. The caller must drop off and call back in.

Resolutions and Rules:

1. Configure only one unique ICD line per phone
2. Do not configure an ICD extension that is used by any other extension in any other partition
3. Add a 1 to 2 second delay step to all of your scripts before the Accept Step
4. Statically set the Forward No Answer or No Answer Ring Duration to a value higher than the UCCX Select Resource Timeout value
5. Always add a SetContactInfo step to the Successful branch of a Redirect Step
6. Do NOT configure Labels within the Select Resource step and have a GoTo pointing to it from the outside of the Select Resource step

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