IPOCC:calls stay in queue while agents are available

[kaseb]

Hello guys i am new in IPOCC
i have an ip office server edition R10.1 and ipocc R10.1
i face a problem that calls stay in queue while an agent is ready to take the call

the call routing is like this

1.Incoming call via PRI is sent to the IPOCC Topic.
2. User hear wiating announcements.
4. IPOCC agent is available and ready to take the Service Request.
5. and the problem is Calls stays in queue, also Other callers have reported being on hold for 45minutes when there are no calls in queue.

any help please

thanks

[anuss]

Make sure you are checking to see if an agent is free before sending to queue. Otherwise, caller will never come out of queue.

[balan18]

How to check agents is free?

How to check agent is free before sending to queue?