Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
Announcements

Welcome to Cisco Support Community. We would love to have your feedback.

For an introduction to the new site, click here. If you'd prefer to explore, try our test area to get started. And see here for current known issues.

New Member

Outbound transfer disconnect in queue end up on agent desk

We are currently facing an issue with Cisco Outbound option 7.2 (4).

We are using progressive agent based campaign without reservation calls. So the dialer sends DD to the callmanager to dial out from the Gateway (h323), post CPA if its Live voice it attempts transfer by placing line 1 of Port x on hold and invoking route point which does a route request to the ICM for available agent. If no agents are available then a translation route to CVP occurs.

The problem is that we can see a lot of calls hanging up just when the call is about to exit the queue and is in the process of being transferred to an agent. From the time the customer hungs up it generally takes 1 sec for us to recv the disc message, but till then the call is already at the agent desk. First of all is there a way to prevent such calls reaching the agent desk? If not then what can be done to get around it.

Thanks

Mohsin Kazi

2 REPLIES
Silver

Re: Outbound transfer disconnect in queue end up on agent desk

To prevent the calls from hanging up try to restart the engine during maintenance or during off peak hours. Or this is document to troubleshoot calls stuck in queue:

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a00801c82ea.shtml

New Member

Re: Outbound transfer disconnect in queue end up on agent desk

Thanks for the response.

The problem description in the above link doesnt relate to my issue.

I have mentioned in original Post that we are using CVP 3.1 SR2

127
Views
0
Helpful
2
Replies