Calls in queue drop when first call is answered

[danepaulsen]

 When all agents are busy and there are multiple calls in queue, at the point a call gets routed to an agent and answered from queue, the other calls in queue hear the disconnect prompt.

This is CME 9.1 on  Version 15.0(1r)M16

application
 service queue flash:app-b-acd-2.1.2.3.tcl
  param queue-len 30
  param aa-hunt1 7426701
  param queue-manager-debugs 1
  param number-of-hunt-grps 1
 !
 service KCC flash:app-b-acd-aa-2.1.2.3.tcl
  paramspace english index 1
  param handoff-string KCC
  paramspace english language en
  param call-retry-timer 15
  param service-name queue
  param drop-through-option 1
  param second-greeting-time 60
  paramspace english location flash:
  param drop-through-prompt _TYFC.au
  param send-account true
  param max-time-vm-retry 3
  param voice-mail 1426900
  param max-time-call-retry 1400
  param aa-pilot 7427701
  param number-of-hunt-grps 1

Thanks in advance.

HHe

[rossporubski]

Are you sure you don't mean CCX, not CME? Agents are normally associated with Contact Center and queues are designed to route the calls properly. Sounds like a set step would be wrong in the script.

[danepaulsen]

Yes, this is CME using the TCL script to allow for some queuing and aa functionality.
 

[Manish Prasad]

Try this , see if that helps...

param queue-len number

Router(config-app-param)# param queue-len 15

Sets the maximum number of calls allowed in each ephone hunt group's call queue used by Cisco Unified CME B-ACD.

•number—Number of calls that can be waiting in the call queue for each ephone hunt group. The range is from 1 to 30. The default is 10.

[danepaulsen]

CME 9.1 needs the versions of the TCL script listed below in order to avoid the weird queueing issues.

app-b-acd-3.0.0.2.tcl

app-b-acd-aa-3.0.0.2.tcl