There are agent available but the calls is going the queue

Unanswered Question
Jun 14th, 2010

Hi Guys,

My Customer using the IPCCX version 5.0(2)SR02_Build045, and are following problems:

- There are agent available but the calls is going the queue. I review the log´s and configuration and don´t search configuration problem



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Gabriel Saavedra Mon, 06/14/2010 - 18:36

Hi Wilson,

Does this happen with every call or there are calls that are handle by any agent?

If all the calls fail, check the script in the select resource step if the calls are sending to the correct CSQ.


barrymcnally Wed, 06/16/2010 - 04:38

Two other folders are empty Archiveidconfig and archiveleaseconfig. All other folders contain files.

Unfortunately it looks like there was no back up set up by engineer on install.

wilsonsant Wed, 06/16/2010 - 06:42

Hi Gabriel,

The problem is intermittent, in many times the calls are transfer to agents. I don´t believe that problem can be script. The configuration is implementing more the 02 years. I don´t verify problem in configuration IPCCX or CallManager.




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