I am running a call center with CRA/ICD. Sometimes there are calls that get stuck in queue. I have not found yet what causes this problem and I have no way to get them out of the queue. This happens even when I have available agents.
I only get this problem when I put somthing in front of the "ICD Connect", for e.g We want to have a 15sec gap between each call for the agents. So we made a 15sec wav file and put it into a output. Then we change the "Select Resource" connect to "NO". What should happen is a agent that is a available would become In-Session and your phone will not ring untill the wav file end (which is 15sec), but about 80% of the time the agent stays in session but they never get the call and the customer says in the queue.
I also get an other problem where its say there is a person in the queue but there not real there.
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