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Agent inbound call weirdness

mmelbourne
Level 5
Level 5

‎09-05-2007 03:04 AM - edited ‎03-14-2019 01:15 AM

Hi,

I'm at a loss to explain the reported behaviour of a number of inbound calls to UCCX agents. They are saying the call is presented to them, but when the agent answers, they hear ringing and when the call gets answered by the remote party, they claim they haven't rung the call centre! From the reports and the call logger, no outbound calls appear to have been made.

This is UCCX 4.0(5) with CCM 4.1(3)sr2, so no outbound dialler. This only seems to be experienced by one contact centre, using two CSQs.

Has anyone seen anything similar, as I can't even think of a series of events which might explain this.

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Zin.Karzazi
Level 5
Level 5

‎09-05-2007 03:13 AM

CDR is your friend here, go to https://ipCCM/art, see who was calling/called it may give you more info on what's exactly happening.

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dbakula01
Level 1
Level 1

‎07-11-2009 11:11 AM

did you ever get this resolved. We have the same issue.

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