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New Member

Problem with Cisco Supervisor Desktop

Hi everyone

I have a problem in the cisco supervisor desktop every day before start the calls in a Queue in the field Total Calls has "22" and in the others Queues has "0". Do you know why start in 22 calls and increase weekly ????

Thanks.

10 REPLIES

Re: Problem with Cisco Supervisor Desktop

Hello Andres,

Can you please check in the real time reporting tool to see if there is any active call in that CSQ, this could be cause by some calls stuck in the system. If you have UCCX 7 there is an option to clear those calls

New Member

Re: Problem with Cisco Supervisor Desktop

Hi Walter

I verified in the real time reporting tool and not exist calls stuck in the CSQ, i have UCCX 5.0.2 SR2.

New Member

Re: Problem with Cisco Supervisor Desktop

We have the same issue encountered, our problem will only happen in one of the team. The workaround solution to reset to zero is to restart the CRS engine. I am suspecting that this is a scipt problem but I do not have time to modify the script. Anyway, we are planning to apply 5.0(2)SR3 and  see if this will fix the problem.

New Member

Re: Problem with Cisco Supervisor Desktop

Hi Allan

Is the same problem, I hope somebody can help us because the only form to fix is like you say restarting the CRS Engine.

Silver

Re: Problem with Cisco Supervisor Desktop

Hello guys,

As you say, the problem might be the script. Please check if your script has the potential to cause a 'stuck call', is that there is no Terminate step at the end. Not only at the end of the script, but if there's any branch or transfer that doesn't have a Terminate. The Terminate ensures that, once the final action has been taken for the call, the session is terminated in the system.

Without the Terminate step the session will reside in memory on the UCCX server until the session timeout expires. In some cases it is possible that a reboot is necessary to clear it from memory.

Hope that helps!

Pablo

New Member

Re: Problem with Cisco Supervisor Desktop

Hi Andres,

It's more than a week now after we upgraded our system to SR3 and after that, we haven't encounter the problem again.

I hope the upgrade helps.

Regards,

Allan

New Member

Re: Problem with Cisco Supervisor Desktop

Hi Walter,

How do you clear the calls in UCCX 7?

Thanks

Alexis

http://www.netpacket.co.uk/ http://www.blog.netpacket.co.uk/

Re: Problem with Cisco Supervisor Desktop

We have the same problem in UCCX 8.02 SU1, and we have a TAC case open.  They suspect an old bug as popped up again (CSCsu40814).

Alexis - to clear the phantom calls you have to go to Serviceability and restart the Cisco Unified CCX Engine service.

New Member

Re: Problem with Cisco Supervisor Desktop

Not sure if you will find this useful or not but found this link in another forum discussion
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/ex
press_7_0/configuration/guide/uccx70ag.pdf

If you do a search for “Clear Contact Menu Option” there dose seem to be a way of clearing the calls without resetting the engine. I haven’t tried it yet need to wait for the weekend before I do it so no idea if it works or not.

cheers

alexis

http://www.netpacket.co.uk/ http://www.blog.netpacket.co.uk/
New Member

Re: Problem with Cisco Supervisor Desktop


Hi

We find the problem !!! The agent were using unsupported actions in CCX like DirTrfr or Join you may remove those options from the phone soft key template for the agent phone.

For more information about unsupported actions you can check page 13

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_5_02/release/notes/crs502rn.pdf

Regards.

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