I am having a reoccurring issue (monthly) where one of our business applications goes down and causes high call volume into the contact center. There are 53 CTI Ports and they are all set to go to voicemail for forward busy/no answer, where there is a message "due to high call volume..." This was tested and worked fine in a small queue of 10 ports. However, on the larger queue, the high call volumes crashes the callmanager subscriber that the agents are on, and callers are getting a busy signal instead of going to voicemail and "high call volume" displayes on the agents phones.
In the ICM router log viewer it shows "No free routes to send call to translation routes.... all 10 routes are in use" in the router event viewer it shows "Translation route timeout". Meanwhile the ICM script monitor shows a spike in calls about 80 thousands calls in less than 20 minutes. It seems like there is a loop somewhere, because even if all our customers were to call at the same time it would not even reach 10,000 calls.
I have 10 Translation Routes for 10 CTI Route Points and 53 CTI Ports for this particular contact center. The CTI Route Points are set for Max Calls = 5000 and Busy Trigger = 4500. Should'nt this be lowered to much the number of available ports? or should the CTI Route Points be set to go to voicemail on busy aswell?
UCCE 7.2(6), IPIVR 4.0(5), CCM 4.0(2)