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New Member

CRS 5 thinks call is complete, attempts to deliver callers to an active agent

This is only happening very rarely, but for instance I have a call that came in to an agent. CRS lists the call as lasting 18 seconds. CDR on the agent's extension shows the call lasted 5 minutes and 25 seconds. In those 5 minutes, it appears that the agent was showing ready in CRS and it was ringing calls to that extension which were RNA.

Wierd, right? This has only started recently after no major changes to the server or script. We are running CRS 5.0(2)SR2 Enhanced w/ CM 6.1.4

3 REPLIES

CRS 5 thinks call is complete, attempts to deliver callers to an

Hi Patrick,

If the call is getting delivered to the Agents who are not picking and it is going for RNA,what that meansis  these set of Agents are picked up first based on the algorithm selected under the CSQ for eg: Highest skilled Agents criteria ...you can either ask these Agents to set there state to "Not_Ready" before moving out of the workstation, or change the criteria to select an Agent in the CSQ, like Max Available time or Max Handled calls, so that the Customer doesn't have to wait for long time before connecting to an Agent.

Hope this helps.

Anand

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Cisco Employee

CRS 5 thinks call is complete, attempts to deliver callers to an

Also it might be a good idea to check if this agent has shared lines on the ICD line in Call manager, if so delete the shared lines

Thanks,

Prashanth

New Member

CRS 5 thinks call is complete, attempts to deliver callers to an

Maybe I didn't explain the problem well enough. The agent is on an active call that was delivered to him/her via CRS, yet a second call is ringing on the line from CRS. CRS reports the first call as 18 seconds long, but in reality the agent was on the call for over 5 minutes.

The lines associated w/ CRS are not shared lines.

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