Cisco Supervisor Desktop: Oldest in Queue

[michaelmiu]

Dear Pros,

Have you ever encountered this issue on the Supervisor Desktop tool?

When we open the team skill stats report to see the calls in queue and agents logged in etc… in the Oldest in queue it shows 1[00:00:00] all the time. When a calls shows up it reads 2[00:00:xx].

The real-time report from CRS Administration does not display this. Just the supervisor desktop.

Regards,

Michael

[Kevin Bush]

We also are experiencing this problem with 4.0(3) but much worse. This number will go up over the course of the day to more the 15[00:00:00]. No contacts are reported in RTR in appadmin.

[Kevin Bush]

Adding a 2 second delay between the start and accept step fixed this problem for us.

[odinhuodin]

This solution has explanation? I'm having the same problem

[geoff]

Ever since the first CRS script was created, that delay was incorporated.

Regards,

Geoff

[Aaron Harrison]

Hi

This type of problem can be caused by several things:

1) The incorporation of a delay step is typically only useful when something else is handling calls before IPCC - e.g. you are routing through a Unity call handler, or have some other issue causing strange call setups.

2) Agents using unsupported features (this is very common) - for example, using 'Join' or 'DirTrFr', or potentially any other unsupported feature. The unsupported features are listed in the Release Notes for your version of CCX. This can be difficult to track down, so the best approach is to ensure that:

- No agent lines are configure with pickup groups

- All agent phones/UDPs have softkey sets assigned with the unsupported keys removed

- All agents have 2/1 max calls/busy trigger settings

3) JTAPI-related bugs in either CCM or UCCX.

Typically it's 2) that is the problem.

Regards

Aaron

[odinhuodin]

Hi aaronharrison, thanks for your reply, I will check the Release Notes for version 5.0(2) =)

[odinhuodin]

I opened a case with the TAC, and the truth appeared. It is a bug.

A bug was filed on this same issue (CSCsu40814) and it was resolved by upgrading to 6.1.2.1123-1. If you are running an older version than that it may be worth considering the upgrade.

Thanx all