ACD table record created with long ring time and 0 talk time
UCCX 8.5.1 started creating records in the ACD table with over 100 second ring times (sometimes thosands of seconds) and 0 talk time. I believe this is causing the CSQ Activity Summary report to tag these calls as unhandled (because of 0 talk time), even though the call was handled fine. We originally found that the extensions were set up with multiple devices (shared line) and have fixed that, but the problem persists. The agents are set up with Extension Mobility and look properly configured in CUCM 8.5.1. TAC has been working on it for weeks without definitive resolution.
The call flow is: trigger 1->receptionist app/CSQ-> receptionist who performs a manual transfer to 1 of a few triggers depending on callers needs -> app/script with subflow for caller info lookup and subflow for call queueing -> agent (where the long ring time occurs occasionally).
Two sets of log files and agent debug files being reviewed by TAC and others have not yieled results yet.
Has anyone seen CSQ Activity Summary report results showing inaccurate/increased unhandled calls and tracked it to bogus ACD table records with very long ring times and 0 talk times?
The TAC engineer provided the following response over the course of many months of going back and forth. I haven't had a chance to determine exactly what the impact is on the current call flows and if we need to implement a process to avoid the occurrence. Hope this helps.
The product development team has confirmed this is an expected behavior because the “Call Consult Transfer” step will always look to associate an IAQ contact. Since you are using this step to transfer a non-IAQ call to an agent’s extension, it will look for any existing IAQ contact before associating a new one and since it finds an existing one (from the 1st IAQ call), it will use the parameters of the 1st call, thereby causing the miscalculation in CCDR stats.
Thus, we officially recommend that you use the ‘Call Redirect’ step to transfer the call to non-IPCC lines of the agents.
But we do understand your need to perform a consult transfer, and so I’ve raised the following enhancement request (ID: CSCuq46764) to improve the current UCCX code:
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