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New Member

Cisco Supervisor Desktop: Oldest in Queue

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

7 REPLIES
New Member

Re: Cisco Supervisor Desktop: Oldest in Queue

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.

New Member

Re: Cisco Supervisor Desktop: Oldest in Queue

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

New Member

Re: Cisco Supervisor Desktop: Oldest in Queue

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

Green

Re: Cisco Supervisor Desktop: Oldest in Queue

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

Regards,

Geoff

Super Bronze

Re: Cisco Supervisor Desktop: Oldest in Queue

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

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
New Member

Re: Cisco Supervisor Desktop: Oldest in Queue

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

New Member

Re: Cisco Supervisor Desktop: Oldest in Queue

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

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