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ICD Phantom call in queue

I have a call that when I go to AE, and Real Time Reporting, show's up as being in the queue for the last 330 hours, it is throwing off the numbers. If anyone knows how to fix this, it would help greatly.

Thanks

7 REPLIES
Community Member

Re: ICD Phantom call in queue

At this current time no, Iam going ot be installing CRA (IP ICD) 2.2.3a next week. I hope it will fix the problem. I need you posted

Community Member

Re: ICD Phantom call in queue

We experience this several times a week -- the only solution appears to be to stop and start the engine. From some research we've done, this appears to be a transfer/timing issue with the CallManager rather than ICD. It is still a pain...

Community Member

Re: ICD Phantom call in queue

Which version of IP ICD you running.

Community Member

Re: ICD Phantom call in queue

I have found that 2.2.3a has fixed most of this type of problems.

Community Member

Re: ICD Phantom call in queue

We still have that problem with 2.2.3a

Community Member

Re: ICD Phantom call in queue

Do your ICD agents use Call Pickup or Call Park? If they are that can cause this.

Community Member

Re: ICD Phantom call in queue

Have you opened up a TAC case? If you have and still dont have any luck then we can talk about the problem at the next IP ICD User Group meeting, If you post your problem to the user group.

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