Cisco Support Community
Showing results for 
Search instead for 
Did you mean: 

Welcome to Cisco Support Community. We would love to have your feedback.

For an introduction to the new site, click here. And see here for current known issues.

New Member

ICD calls stuck in Queue

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.

Does anyone know what causes this behavior?

Thank you,


Cisco Employee

Re: ICD calls stuck in Queue

You need to open a case with Cisco TAC and they will need you to enable some of the debug tasks in the CRA engine to trace down the problem.

New Member

Re: ICD calls stuck in Queue

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.