Calls not routing to finesse agent

[Mohamed Yare]

I have CVP comprehensive call flow which calls are not coming into Finesse Agents

PSTN calls-->Ingress/VXML Gateway-->CVP --> ICM-->CUCM

I am facing an issue when a call hit a menu node with options of two different skill groups, when I select one of the options the call go to skill Group, while Finesse agent status is ready, but call cuts off and not reaching the Agent.

If I make the agent not ready the call goes to queue with prompts.

Thanks in advance :)

[Chintan Gajjar · Accepted solution]

1. have you configured Agent Targetting rule?
2. have you configured static routes on CVP to route the agent extension
pattern to CUCM?
3. make sure the Sip trunk on CUCM for cvp is configured and has inbound
css configured to reach agent extension. if all this matches pleaae attach
cvp logs for more details.

[Mohamed Yare]

Do I need to create Agent targeting rule as I am not using translation?

I have created one now, but did not help.

static route on CVP to route the agent extension
pattern to CUCM is configured 20* ->142.100.64.11

CUCM trunk for cvp is configured and has inbound

[Mohamed Yare]

Sorry I forget to attach the CVP logs

[Mohamed Yare]

Chintan, thank you so much.

The issue has been resolved by adding Agent target rule and associating Routing Client CVP IPIVR type 10.