Calls fail to Land

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Nov 6th, 2009
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Our Contact center is distributed in 2 sites and today Site-1 reported no calls for 25 minutes.

In the Webview historical report (Agent wise call report) there is no data available for this 25 minutes for both Site-1 and Site-2.

Please let me know, how I could troubleshoot this issue. Where I could find related logs and how I could determine what could be the root cause.

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abraham23482 Fri, 11/06/2009 - 02:49
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Just wanted to add that, the WAN link was stable during the time. There was no link flap or packet drops.

david.macias Fri, 11/06/2009 - 05:41
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This might sound trite, but are you sure you were supposed to have calls? If ICM didn't see any calls, then it's time to look above ICM to the IPT network. Did you have an outage on your ingress gateways, t1/e1, etc?



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