IPCX4 Agent stuck in Reserved state and incorrect realtime statistics.
My configuration is the following - CCM 4.2.3, IPCX 4.0.4 Premium. I have one CSQ (let it be Information) which handle all the calls entering to my system. First script routes calls by one skill to this Information CSQ. After answering next call agent transfers it blindly to number that triggers another very simple script. This script contains second CSQ (let it be Autocredit) wich routes call by skill. Agent from Information CSQ can transfer call to two different numbers triggering two similar scripts but with differen CSQs - Autocredit and Ipoteka. Further I have different set of agents servicing these two queues, each with one skill for Autocredit and and one skill for Ipoteka CSQ. Therefore each of these agents servicing both queues. And here my problems begin.
First - Have anybody ever seen the realtime statistics I attached? I am talking about 10 calls in Ipoteka CSQ. I promise - there is no calls in queue. And this number can be much more. And after midnight it won't be cleared. Ufortunatelly I now only one way to clear this statistics - restart engine.
Second - Agents often stuck in RESERVED state. RESERVED state can apper for agent during the active conversation and can continue even after call is dropped and can lasts for several minutes and even up to 30 minutes.
The short answer is that you don't.... That isn't entirely true while at
the same time it kind of is, but for the most part you don't configure
the softkeys. You enable or disable them via TCL. Here is the long
answer. Be sure to read the whole thing or e...
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