Agent was showing stuck in a talking state even after logging out of the system. The agent did not make any call transfers but the calls were being monitored by a supervisor. A reboot of the server fixed the issue.
Anyone know what traces to enable so I can capture the problem if this happens again. Thanks!
The agents ICD extension is not shared and has no forwarding set on the line.
Once the agent was stuck in the talking state as seen in the realtime reporting, Resource IP ICD stats, the agent logged out and back in and also rebooted thier PC. Neither action resolved the false state on the stats page. A reboot of the IPCC server resolved the issue for now.
I did enable some additional debugging options for the MIVR traces but am not exactly sure which would best identify the problem if and when it occurs again.
Ok. Well, that is older version of CRS. Maybe issue with version, do they have the 3.03a SpD loaded or 3.03 flat? Also have seen these with problem in script or if they transfer call back into a IPCC queue, etc. Could be a race condition also in script and possibly adding a 1 second delay before the accept call step will clear it up. Does agent use extension mobility or just a regular phone setup?
How often does it happen, and for same agent, same IPCC application/script all the time or different agents, different applications/scripts?
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