01-22-2008 12:08 PM - edited 03-14-2019 01:45 AM
Using CRS 4.0(3) with agent desktop.
Issue is that when agents go to lunch they go into the not-ready state until they come back from lunch. Upon coming back from lunch, they proceed to go ready and then they start dropping calls as they come into the que.
If you log out completely and close the application when you leave for lunch versus going not ready for an extended period of time the issue does not appear when you log back in.
Any ideas?
01-22-2008 11:05 PM
You may want to open a TAC case. Sounds like you may be running into a bug did you check your SR?
Curious does the dropped calls is offered to that agent or it drops other calls as well?
01-24-2008 05:46 AM
Update on this. I looked at the control center and saw that my server was in partial service. I verified the service was the JTAPI subsystem.
I ran the JTAPI update client tool from this link
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a00801c8316.shtml
and saw the version of JTAPI between the CCM and the IPCC server were off. I updated both IPCC servers to the same version of call manager and will now hold to do some testing.
10-29-2009 03:13 AM
How many agents do you use?
I've noticed, that if call comes to the agent and he doesnot answer during 5 seconds, call goes back to the queue and the goes to another agent.
So if you have i agent it seems like problem, but this is very clever thing,i think
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