I have a question regarding a IP contact server issue:
We use unified communication server 4.2(3) and IP contact center 4.0(5).
We run different applications / hotlines on this contact center server.
No I received complaints from agents of one of these hotlines because they occasionally loose callers. (approx. two or three times a day..)
The problem is best described like follows:
A caller tries to reach an agent by calling the appropriate hotline number. The agents told me, that the caller were put into the queue, even if there was an agent ready.
I tried to understand this by reading some historical reportings of this hotline.
And yes, I was able to comprehend this because of the following information in the detailed agent status and detailed calls:
Here I can see, that everytime a call has been put into the queue (without talking time, but with long waiting time) the reserved state of one of the agents was much longer than the select resource timeout value of the script.
The caller gets never connected to the agent. After the caller dismissed, the agent is back in ready state.
I already checked the CSS configuration of the agents and cti ports.
And I also checked, if the play prompts within the "queued branch" of my script has been set to "interruptible".
Any other hints how to proceed with troubleshooting?