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New Member

Calls Stuck in Q ACD to ACD Transfer

Ive got a problem with calls sticking as reported in q even though they are not and it doesnt seem to be the usual problems.

The senario is that that I have two CSQs on two separate route points. One is my main line and one is the customer service queue.

I get stuck calls only if a customer calls the main line and the agent answer and then does a transfer (consultative) to the Customer service number. they wait till the C/S agent answers and then finish the transfer.

However in this senario the C/S CSQ will show a stuck call in the queue in the csq stats. The next time someone transfers it will go up to two and onwards.

any ideas what might be triggering this. I wondered is IPCC could be incorrectly tracking the call.

TIA.

3 REPLIES

Re: Calls Stuck in Q ACD to ACD Transfer

Do this. In the handled step of your Select Resource Step in the script, add a dequeued step for that csq. See if that fixes it. If not,you might be running into a bug.

New Member

Re: Calls Stuck in Q ACD to ACD Transfer

Sanjeev, Thanks for help. Unfortuantely this didnt fix the issue. I did some debugging and it seems the select resource step without connect was causing some kind of issue. If I loose this it works. I was using this to accertain if any agents were available so I wrote this logi using getreportingstatistic instead.

This has fixed the problem.

New Member

Re: Calls Stuck in Q ACD to ACD Transfer

if U don't need Consult transfer u can set it up in call manager services to transfer without consult, so u don't have to wait CS agent to answer

Vlad

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