Call Stuck in Queue with Agents Ready

[david.kiraly]

Have an issue in a UK Contact Center, recently upgraded from 7.x to 9.x.

Calls are still in queue with multiple agents ready.  Both Finesse and CUIC confirm, and I was able to validate this earlier, as a particular agent was attempting to transfer a call into another queue, and was placed into queue with 3 agents skilled appropriately and ready.

UCCE 9.0(3)

UCM 8.6(2)

CVP 9.0(1)

GW - IOS 15.2(3)T3

This only happens sporadically, and does not queue subsequent calls behind the stuck call, i.e. if I call into the same queue, I'm routed to an agent immediately.

I've tried removing / re-adding skills, dis-associating and re-associating the phones with pguser, etc.

Anyone come across this or have any suggestions?

[Gergely Szabo]

Hi,

can you please post the relevant part of your ICM script.

Also, are the External Scripts marked as Interruptible?

G.

[david.kiraly]

It's a very basic queue script with prompts played via Microapp, basic Skill Group routing.

Yes, all marked interruptible.

Thanks,

David