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New Member

Call Stuck in Queue with Agents Ready

Have an issue in a UK Contact Center, recently upgraded from 7.x to 9.x.

Calls are still in queue with multiple agents ready.  Both Finesse and CUIC confirm, and I was able to validate this earlier, as a particular agent was attempting to transfer a call into another queue, and was placed into queue with 3 agents skilled appropriately and ready.

UCCE 9.0(3)

UCM 8.6(2)

CVP 9.0(1)

GW - IOS 15.2(3)T3

This only happens sporadically, and does not queue subsequent calls behind the stuck call, i.e. if I call into the same queue, I'm routed to an agent immediately.

I've tried removing / re-adding skills, dis-associating and re-associating the phones with pguser, etc.

Anyone come across this or have any suggestions?

nbty calls.jpg

Everyone's tags (4)
2 REPLIES

Call Stuck in Queue with Agents Ready

Hi,

can you please post the relevant part of your ICM script.

Also, are the External Scripts marked as Interruptible?

G.

New Member

Call Stuck in Queue with Agents Ready

It's a very basic queue script with prompts played via Microapp, basic Skill Group routing.

Yes, all marked interruptible.

Thanks,

David

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