05-10-2010 11:34 AM - edited 03-14-2019 05:42 AM
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.
05-10-2010 11:42 AM
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.
05-11-2010 01:42 PM
10-22-2010 12:02 PM
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
04-12-2013 05:40 AM
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?
Thanks,
Wilson
04-15-2013 09:12 AM
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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04-15-2013 09:37 AM
Hi Anthony,
I am sorry, but, what is the column that You mentioned?
Thanks,
Wilson
04-15-2013 10:54 AM
The duration column.
Anthony Holloway
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04-15-2013 10:59 AM
Hi Anthony,
You speaking that the one call is stuck, because, of the 22 seconds?
Thanks,
Wilson
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