<br><font size=2 face="sans-serif">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?</font>
<br>
<br><font size=2 face="sans-serif">1) Were your phantom calls actually
seen in the Supervisor Desktop?</font>
<br><font size=2 face="sans-serif">2) How long have you been running 4.0.5?</font>
<br><font size=2 face="sans-serif">3) Any other issues present themselves
or was it a smooth transition from whatever you upgraded from?</font>
<br><font size=2 face="sans-serif">4) Did you work a TAC case with this
issue and was this their solution?</font>
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<td width=40%><font size=1 face="sans-serif"><b>"Jerri Robbins"
<jrobbins@mercurypay.com></b> </font>
<p><font size=1 face="sans-serif">05/25/2007 10:10 AM</font>
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<div align=right><font size=1 face="sans-serif">To</font></div>
<td><font size=1 face="sans-serif"><CarlosOrtiz@bayviewfinancial.com></font>
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<div align=right><font size=1 face="sans-serif">cc</font></div>
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<td>
<div align=right><font size=1 face="sans-serif">Subject</font></div>
<td><font size=1 face="sans-serif">RE: [cisco-voip] IPCC Supervisor Desktop</font></table>
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<br><font size=2 color=#1f497d face="sans-serif">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 - </font><a href="http://www.cisco.com/cgi-bin/Support/Bugtool/onebug.pl?bugid=CSCsd79734"><font size=2 color=blue face="sans-serif"><u>http://www.cisco.com/cgi-bin/Support/Bugtool/onebug.pl?bugid=CSCsd79734</u></font></a><font size=2 color=#1f497d face="sans-serif">
</font>
<br><font size=2 color=#1f497d face="sans-serif"> </font>
<br><font size=2 color=#1f497d face="sans-serif">The upgrade seems to have
fixed this error.</font>
<br><font size=2 color=#1f497d face="sans-serif"> </font>
<br><font size=3 color=#800080 face="Baskerville Old Face"><i>Jerri</i></font>
<br><font size=2 face="Tahoma"><b>From:</b> cisco-voip-bounces@puck.nether.net
[mailto:cisco-voip-bounces@puck.nether.net] <b>On Behalf Of </b>CarlosOrtiz@bayviewfinancial.com<b><br>
Sent:</b> Friday, May 25, 2007 7:17 AM<b><br>
To:</b> cisco-voip@puck.nether.net<b><br>
Subject:</b> [cisco-voip] IPCC Supervisor Desktop</font>
<br><font size=3 face="Times New Roman"> </font>
<br><font size=2 face="Arial"><br>
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?</font><font size=3 face="Times New Roman"> <br>
<br>
</font><img src=cid:_1_051142EC06B33C280051B5EC852572E6><font size=3 face="Times New Roman"><br>
</font><font size=2 face="Arial"><br>
Carlos</font>
<br>