[cisco-voip] IPCC Supervisor Desktop

[CarlosOrtiz at bayviewfinancial.com]

I can actually create a "stuck call" by conferencing 2 agents OR doing an 
agent-> non agent> agent transfer that is seen in the Real Time reports 
but I am not able to create one that is seen in the Supervisor Desktop. 
The users are executing some sequence that causes it to occur that I 
haven't discovered. Can you answer these questions for me?

1) Were your phantom calls actually seen in the Supervisor Desktop?
2) How long have you been running 4.0.5?
3)  Any other issues present themselves or was it a smooth transition from 
whatever you upgraded from?
4) Did you work a TAC case with this issue and was this their solution?





"Jerri Robbins" <jrobbins at mercurypay.com> 
05/25/2007 10:10 AM

To
<CarlosOrtiz at bayviewfinancial.com>
cc

Subject
RE: [cisco-voip] IPCC Supervisor Desktop






We used to get this problem quite often.  It is a phantom call stuck in 
the queue.  The only way to get rid of it is to restart the CSQ service. 
We upgraded to 4.0.5 and I haven’t seen this at all since then.  It is a 
known bug that you can find in the bug tool on the Cisco site - 
http://www.cisco.com/cgi-bin/Support/Bugtool/onebug.pl?bugid=CSCsd79734 
 
The upgrade seems to have fixed this error.
 
Jerri
From: cisco-voip-bounces at puck.nether.net 
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of 
CarlosOrtiz at bayviewfinancial.com
Sent: Friday, May 25, 2007 7:17 AM
To: cisco-voip at puck.nether.net
Subject: [cisco-voip] IPCC Supervisor Desktop
 

We have a problem with the Supervisor Desktop and the Team Skills Stats 
report.   The Column labeled "Oldest in Queue" is supposed to show the 
amount of calls waiting in queue and the wait time of the caller to be 
served next (longest current wait time).   This is only relevant when 
there are no agents ready to take the next call.  In the screenshot below 
you will see that I have 2 agents ready to take calls but the "Oldest in 
Queue" shows 1 caller but no time is incrementing.  This just remains 
there all day inaccurately.  Has anyone seen this or been able to 
determine a cause? 



Carlos

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