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Please tell me basic trouble shooting for one call answered by two agent in UCCEnterprise?

Hi,

We using UCCEnterprise. Last day we faced the issue from customer. Issue is "One(same) call answered by two agent?"

Please tell me what are the basic steps I need to follow to resolve this issue.

Thanks and Regards,

Gopi

gopit_swer@rediffmail.com

5 REPLIES
Cisco Employee

Re: Please tell me basic trouble shooting for one call answered

Hi Gopi,

Please provide more information about exactly what happened, the entire call flow, and what was experienced by each agent and the caller when this occurred.

Getting a complete problem description is the first step in any troubleshooting process.

Kind regards,

Craig

New Member

Re: Please tell me basic trouble shooting for one call answered

Hi Craig,

Attached call flow screen shot for your reference.

Our setup:

We using IPCC Enterprise.

We have four site and its being connected with centralized.

PSTN->GateWay->GateKeeper->Callserver->ICM->CallManager->Agent

We using CVP PG and CCMPG.

Active PG, CCM PIM, CTIsvr, CTIOS server, OPC, JGW

Problem Description:

A customer call was answered by two agents concurrently. The customer reported the incident to us.

Please let me know if you need any other information.

Cisco Employee

Re: Please tell me basic trouble shooting for one call answered

Hi Gopi,

I may not necessarily be the best person to answer your post, however I believe knowing what happened when the customer call was answered by two agents concurrently, what the caller experienced, and how the customer came to the conclusion that this actually occurred, may be pertinent to obtaining assistance on this matter.   e.g.  Was one call successfully connected and the other received dead air, or were they all somehow conferenced together?

I suspect that the complete version information, about all devices involved in the setting up the call, and detailed trace from the involved devices may be necessary for a root cause.

Kind regards,

Craig

Re: Please tell me basic trouble shooting for one call answered

Is this an one-off occurrence ?

This is quite complicated to troubleshoot and would probably require traces to get into the details.

But yes under certain scenarios this can happen.

Here is one potential scenario that might have happened.

Call comes in from PSTN to the gateway

The gateway sends an admission request to the gatekeeper

The gatekeeper returns the CVP server 1

The gateway extends the call to the CVP server 1

For some reason CVP server 1 does not reply immediately (network delay) so the gateway thinks it is unreachable

The gateway request another CVP server from the gatekeeper

The gatekeeper returns CVP server 2

At that time CVP server 1 sends a reply to the gateway

We might end up having the same call landed on two agents.

However the above is just a scenario and it might not apply in your case. Detailed call flow analysis, version of all the systems involved and detailed tracing from all the components are required to be sure

Regards,

Christos

New Member

Re: Please tell me basic trouble shooting for one call answered

Hi Christos/Craig.

Thanks for your prompt reply.

Could you please tell me what are the traces needed for this issue.

Regards,

Gopi

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