Stuck Calls in UCCX 5.0(2)

Unanswered Question
May 10th, 2010

I have a case where a call was stuck in the queue for

45 minutes with agents logged in. Agents logged out and logged back in but call w

ould not come out of "stuck" state. Eventually, the call was dropped.

Any thoughts as to how this could happen.

I have this problem too.
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Anthony Holloway Mon, 05/10/2010 - 11:42

I feel your pain on this one my friend...

There are so many reason why a call can get "stuck."  If this is a chronic, business impacting problem, I suggest opening a TAC case to have your logs reviewed.

Otherwise, search the forums for other threads relating to this topic.

Do you know if the call was active?  What I mean is, was there a caller on the line for 45 minutes?  I doubt it, as most people will not wait 45 minutes.

There has been a long standing issue with phantom calls in UCCX, and in 7x Cisco provided a way to clear these calls without the need for bouncing the whole CRS engine.  So it's just something you learn to live with.

I would encourage you, if you don't already, limit the length of time a caller can queue, before you send them somewhere else.  Or, put some sort of notification in place (email, place call, etc) so you can address the issue, before it becomes a 45 minute call, followed by a disconnect.

halblas Fri, 10/22/2010 - 12:02

I have a simular case where callers complain about no answer after long queue.


I did collect MIVR logs and CM CDR's and Contact Detail Report from one call.

This application has a main menu en calls are diverted to an other CTI RP with queu ivr script.

Might be related to the issue.

Any suggestion appreciated

wilsonsant Fri, 04/12/2013 - 05:40

Hi Antony,

I saw the print that You put in this discussion, but, I didn´t understand where You identify that this call is the Call is stuck?



Anthony Holloway Mon, 04/15/2013 - 09:12

That's a good question Wilson.  Perhaps just by looking at the duration column, you will see that it has an exceedingly long duration, and you could assume it's the stuck call.  I hope that helps.

Anthony Holloway

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wilsonsant Mon, 04/15/2013 - 09:37

Hi Anthony,

I am sorry, but, what is  the column that You mentioned?



Anthony Holloway Mon, 04/15/2013 - 10:54

The duration column.

Anthony Holloway

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wilsonsant Mon, 04/15/2013 - 10:59

Hi Anthony,

You speaking that the one call is stuck, because, of the 22 seconds?




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