I have got a following issue with our UCCX 7.0 installation - there is a team of agents and some of them intermittently stuck in reserved state for no reason.
I went to real-time reporting and found lot of calls stuck in CSQ, which I believe is related.
Other teams (which uses different IVR scripts) are not having these kind of problem - that led me to conclusion that something may actually be wrong with the scirpt itself. I am going to add "dequeue" step before "Goto VOICEMAIL" under transfer menu for all three options, but not quite sure if that is cause and solution for the problem. Could you guys take a quick look on attached script, I might be missing some part of picture here.
Thank you in advance,
Some things to check first:
1) Agents are not members of pickup groups - this is a common cause of such problems
2) Do the agents all receive calls sometimes? Are they all in the same partition? Verify that the UCCX CTI ports can call all of the agents...
There is an 'unsupported actions' section that lists things agents should not do on Page 15 onwards. Pickup is the most problematic of these, but others are very common causes of stuck-in-reserved and stuck calls.... far more common than scripting errors. If in doubt, disable the options (by removing pickup groups from their lines, and assigning a softkey set that doesn't include the listed keys) and see how it goes...
I've had a quick look over your script and see no major cause for concern.
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Thank you Aaron,
Unfortunatelly I checked all these before. No unsupported phone config, CTI ports and agent extension are actually in the same partition.
I took a look today and still see some calls stuck in queues for that script. Not much in MIVR files that would explain the cause.
As I recall it, this is what I did to find the calls in the logs:
1) go to real time reports, to the contacts list, and see which contact is 'stuck'. Note the 'impl id'...
2) search the MIVR logs to find that call, then trace it through
If you can find the MIVR containing a stuck call, and supply the impl ID, post up the logs and I'll look them over...
I was able to pick one stuck call - 3732806/4 would be an example. Please find log file attached (this is one from the start of the call, it was in the queue for some time before I cleared it up so later logs include it as well). Let me know if you need additional files logged after this one.
Password to archive sent via priv
Thanks for helping on this,
The behevior that you descrive sounds similiar than this DDT's: CSCtb77537
Please check it out and let us know if you CUCM version matches the one listed in the bug.
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Thank you Walter.
CUCM version is 184.108.40.2069-3, so I would say it may be affected with bug you found.
I am just wonder why it keep occuring only for one IVR script while I have never got aqny complaints for others.
Also agent stuck in "reserved" and are never presented with these stuck calls on their phones.
Yeah, I've seen that bug a couple of times and it's pretty consistent. You get a call stuck in the actual CAD app after a call has terminated rather than a traditional stuck call in the CRS engine...
I'll have a quick look at those logs...
Peter - just realised there was no attachment; I have your PM but the only att on this thread is your script...
Silly me Here you go, seems that forum won't accept archives with password set.