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New Member

One call showing in real time reports every morning

All,

I have been noticing that one of our queues every morning lately shows one call in the reports "total contacts" column in RTR - it does not show the call as being handled, abandoned or dequeued. In addition this is all before the script even routes into the site @8am - after hrs calls all go to an offsite call center. All queue stats reset at Midnight and every other queue (50+) shows no calls/stats at all. I can obviously reboot the cluster to probably resolve but curious if there is any way to resolve without doing such - wondering why this happens and why this particular queue??

Any ideas on how to resolve would be appreciated. We are running UCCX v8.0(2)

Thanks!

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2 REPLIES
Cisco Employee

Re: One call showing in real time reports every morning

Hi

Please check the section "Clearing Stuck Calls" in the admin guide

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/configuration/guide/uccx801ag.pdf

The steps might help you in clearing that info without restarting the box

Anuj

New Member

Re: One call showing in real time reports every morning

Thanks for the info. I will give this a shot next time this occurs which will probably

be in the morning. I'll post back if that resolves the issue.

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