[cisco-voip] CRS - Contact stuck in queue

[Jason Aarons (US)]

This is called a "stuck in que" I had one once that started at 10am and
was there until 5pm. Like who is going to hold for 7 hours when there
are Ready agents? This was CUCM 4.1.3sr4b and IPCC Express 4.0(4).

 

It throws off you Historical Reports and irks management when they hear
about things like this. One customer told me they pay agents based upon
the reports, thus agents could be losing money!  I did a Historical
Report over 4 months and found it happened 5 times in 4 months.
Relatively few, but unacceptable to the customer.

 

I would upgrade to the latest CallManager Service Release and latest
IPCC Express version to resolve any JTAPI caveats.

 

From: cisco-voip-bounces at puck.nether.net
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Jerri Robbins
Sent: Monday, March 26, 2007 1:30 PM
To: cisco-voip at puck.nether.net
Subject: [cisco-voip] CRS - Contact stuck in queue

 

I have a call showing that it has been in the queue for 56 minutes and
counting.  Other calls are coming in and being handled, but this one is
still there.  Is there a way to get it out of the queue or to pass it on
to an agent?  There are agents available.  This has happened a few times
recently - is there any reason that this is happening?

 



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