I am experiencing the same issue today. Version 7.01 SR3 UCCX / Version 7.1.2 Call Manager. I ran a contacts report from th real-time reporting tool and notices an active session between a CTI port and a phone device lasting over 9 hours. (The agent is long gone). I tried to reset the CTI port and phone but the session persists. I wish I knew of a way to manually release/kill a session other than rebooting the whole server.
In UCCX 7.x the ability to clear stuck calls in the system without requiring a restart of the engine was added. Please check under 'Clear Contact Menu Option' in the Admin guide: www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/configuration/guide/uccx70ag.pdf
Thanks. I was able to clear the 9 hour session, however I have a call in the hold queue for 3 hours with agents available. I tried to clear that one , but received "unable to clear Contact, Try again later." msg. ( I tried using both the overall and CSQ stats screens) Incidentally that call in queue shows on the CSQ Waiting Contacts info screen with a queue position of -1.
That's weird to have a negative value. Do you have outbound campaign by any chance? I think there are a couple of defect when a outbound call is disconnect, the working_resources counter is sometimes decremented below 0.
After some interactions with TAC, it looks like I'm hitting the following bug, and the only work around is a restart of the CCX Engine or Node Manager, which was how I've been resolving it in the past.
Looks like its time to get the change managment folks looking at my plan for 8.X upgrade.
Bug ID: CSCth10245
UCCX: Cannot clear inactive call from AppAdmin Real Time Reports
When attempting to clear a call stuck in queue in AppAdmin Real Time Reports, the following message is received:
Unable to clear contact
Please try again later...
This occurs when the contact is inactive due to events not being processed correctly during a transfer scenario.
These are the paths to get to each CCX logs through CLI. They may be helpful if you are having issues accessing RTMT or downloading logs through it.
If you want to download them you have to prefix "file get " and you can add one of the options (re...