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Ask Me Anything - October 2020

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Beginner

Call "stuck" in Voice CSQs - Team Summary page in Supervisor Desktop?

 

Hello all. I am running UCCX v9.0.2. In Supervisor Desktop, it is showing that I have a call waiting in queue that has been there for over 18 hours:

 

I haven't seen this before and I believe this is just a glitch as it is not disrupting call flow. New calls are coming in and being answered by the Agents just fine.

 

Is there a way I can get rid of this or do I have to restart my UCCX servers? Any help is greatly appreciated.

 

Thanks!

1 ACCEPTED SOLUTION

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This is caused by violating rules in your AEF script file. For example, moving a call outside the Queued branch of a Select Resource step without first using the Dequeue step. You can either restart the MIVR engine or use the Clear Contact process within Real Time Reporting. If you chose the later option, ensure that you pick the correct contact! If you clear the wrong one, the system will drop a live caller.

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1 REPLY 1
Highlighted

This is caused by violating rules in your AEF script file. For example, moving a call outside the Queued branch of a Select Resource step without first using the Dequeue step. You can either restart the MIVR engine or use the Clear Contact process within Real Time Reporting. If you chose the later option, ensure that you pick the correct contact! If you clear the wrong one, the system will drop a live caller.

View solution in original post

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