We have ICM 7.2.7, we have an issue with CTIOS client, if the agent close the CTIOS client without logging off, the CTIOS server will change agent status to reserved mode while the agent phone still receiving calls, so we getting abandoned ring report issue
The problem that the agents know that which lead to bad issue, so they close the CTIOS client and if they want to relogin again they closes the phone itself to successfully login again
In the CTIOS server look for the registry entry forceLogoutOnSessionClose and set it to 1.
Look at your WebView or CUIS report and look for agent's who have had RONAs... this assumes the call hits their phone and they don't answer and the call goes back into the queue. Also, you can look at the answer time for agents anything longer than 12 seconds is a problem as that's 3 rings before they answer the call.
Are you getting this error “Installer User Interface Mode Not Supported. The installer cannot run in this UI mode. To specify the interface mode, use the -i command-line option, followed by the UI mode identifier. The value UI mode identifiers...
The below trick might come handy when you have to add a new node to a cluster but you don't have or is unsure of the security password for the publisher. This procedure has been around for ages.
1) Login into the CLI of the Publisher.