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<p class=MsoNormal><span style='color:#1F497D'>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).<o:p></o:p></span></p>
<p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='color:#1F497D'>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.<o:p></o:p></span></p>
<p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='color:#1F497D'>I would upgrade to the latest
CallManager Service Release and latest IPCC Express version to resolve any
JTAPI caveats.<o:p></o:p></span></p>
<p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p>
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<p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span
style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> cisco-voip-bounces@puck.nether.net
[mailto:cisco-voip-bounces@puck.nether.net] <b>On Behalf Of </b>Jerri Robbins<br>
<b>Sent:</b> Monday, March 26, 2007 1:30 PM<br>
<b>To:</b> cisco-voip@puck.nether.net<br>
<b>Subject:</b> [cisco-voip] CRS - Contact stuck in queue<o:p></o:p></span></p>
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<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>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?<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
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