CAD in reserved state longer than normal

Answered Question
Aug 4th, 2010
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Hello,

Does anyone have any idea what might seem to cause CAD to stay in the reserved state longer than normal? I'm talking about 20 seconds plus. However, all calls got through just fine finally. Nothing has recently been changed on the servers as well as on the agents. This has been happening intermittently and only appears to occur to certain agents. It doesn't switch from one agent to another. It seems to always stay with same agents. Never happened before. So I don't believe there is anything to do with the phone config.

Any explanations or suggestions on where I should be looking in order to fix the issue would be greatly appreciated.

Thanks,

Kevin



Correct Answer by Michael Turnbow about 6 years 11 months ago

Hi Kevin,


You stated this only happens to some agents and it's always the same agents.  Are those agents all part of the same CSQ?  If so, take a look at this link which may help.


http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a0080262545.shtml


Please let me know if this resolves the issue and if so please rate the post with 5 stars.


Mike

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Correct Answer
Michael Turnbow Wed, 08/04/2010 - 14:42
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Hi Kevin,


You stated this only happens to some agents and it's always the same agents.  Are those agents all part of the same CSQ?  If so, take a look at this link which may help.


http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a0080262545.shtml


Please let me know if this resolves the issue and if so please rate the post with 5 stars.


Mike

ktran-anet Wed, 08/04/2010 - 15:04
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Hi Mike,


Thanks for the link. No, they are not part of the same CSQ. I just double-checked the prompt in my queue step just to be sure it's not accidentally mis-configured and it looks good to me. So I think the document doesn't seem to apply here.


See attached script.

Attachment: 
ktran-anet Wed, 08/04/2010 - 15:22
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Question, does it have to be only the first prompt in the queue that must allow interruptible. I'm asking this because I'm showing my 3rd prompt down is not interruptible and I'm not sure why it was configured that way. By mistake perhaps. It would make sense to go interruptible all the way. Just wanted to confirm.

Aaron Harrison Thu, 08/05/2010 - 00:24
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Hi


Virtually everything should be interruptible.


Sometimes you don't want the caller to be able to hit # or whatever and skip prompts - to prevent that, set 'Barge In' on the prompt and other steps to 'No'.


Interruptible means the system can interrupt that step; i.e. when it decides something else needs to be done (such as transfer to agent).


So generally, anythign in the queue branch that can be interruptible should have interruptible set to the default of 'Yes'. The third one down would make it quite random, as it's one of a few prompts and not the first in the list...


Regards


Aaron


Please rate helpful posts...

ktran-anet Thu, 08/05/2010 - 13:49
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Oh boy I think I have accidentally clicked on the "Report Abuse" button when I reply to your message. My bad. Sorry about that.

Monica Lluis Thu, 08/05/2010 - 13:58
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Hello,

I have rejected the "abuse" from the system to restore this posting. Thanks for letting us know. It would be great if you can rate the answers you get when you got the help you needed.


Kind Regards,

Monica Lluis

CSC Community Manager

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