Is there a log file to show how the queue flow should work. It appears I have a few agents taking most of the calls and a few agents not getting calls unless everyone in the queue avoids the call and it finally gets to the agent that hasnt had a call in an hour.
If express, this is defined on the CSQ configuration within /appadmin. It will contain one or more skills and a selection algorithm. If it is most skilled (likely) then those agents with higher competency ratings in the same skill will always be offered calls first. Agents at the same skill competency level will be offered the call in a longest available fashion.
SIP traces provide key information in troubleshooting SIP Trunks, SIP
endpoints and other SIP related issues. Even though these traces are in
clear text, these texts can be gibberish unless you understand fully
what they mean. This document attempts to br...
Please find the attached HTML document, download and open it on your PC.
This provides an easy to use form where you simply answer a few
questions and it will render the proper jabber-config.xml file for you
to copy/paste. There is built in logic to verif...
CUCM Database Replication is an area in which Cisco customers and
partners have asked for more in-depth training in being able to properly
assess a replication problem and potentially resolve an issue without
involving TAC. This document discusses the bas...