Calls dropped in Queue when new agent logs in

[RICHARD MESSINGER]

Customer is saying that he is having calls dropped while they are in queue when a second agent logs in to start taking calls.

Environment is Call Manager 4.0(2a) and IPCC 3.5(1) on seperate servers. Customer usually has only one agent taking calls but when they see the queue back up, they then have a second person login to take the calls. They say that the calls that are being dropped are LD callers.

In looking at the config, I do not see anything really wrong. We have just moved the customer to have seperate servers because in a co-resident environment they were also dropping calls but the server was generally running at 75% utilization.

What Debug Traces should I be turning on to catch the culperate?

I am also looking for any additional tools to look at what is going on.

Thanks.

[yogeswar]

Hi,

1. Have you checked the CallManager configuration:

- partition and calling search space of the CTI ports (not likely)

- device pool of the cti ports Vs agent phones : codec mismatch

- agent phone device settings (call waiting, etc..)

2. Also refer the following tech-tips

Cisco IP ICD Fails to Route Call to an Agent Phone - Calling Search Space Issue -

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_tech_note09186a008020f1d7.shtml

Unable to Route Calls to Agents - CTIERR_MAXCALL_LIMIT_REACHED -

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a008026e0d6.shtml

Agent Goes into Reserved State after End of Call - Interruptible Play Prompt -

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_tech_note09186a0080262545.shtml

Cisco IPCC Express: Troubleshooting Calls Stuck In Queue -

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a00801c82ea.shtml

Integrated Contact Distribution (ICD) Agents Stuck in RESERVED State With IP Contact Center (IPCC) Express -

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_field_notice09186a00801d3aa0.shtml

If the above does not fix the issue, open a TAC case with the following trace settings.

Traces are needed from the time frame when call that shows stuck in queue was received. The Contacts Real time report can be used to get the Start time of the

call and the ImplID which will identify the call we need to look for in the traces. Send screenshots of Contacts and CSQ IP ICD Stats Real Time reports.

Turn on following MIVR trace Debug levels:

SS_TEL, SS_RM, SS_CM, SS_RMCM, & ICD_RTDM

Increase the number of Trace files to 100.

Also set the flag TRACELEVEL.MIVR.ICD_RTDM.XDEBUGGING=true in the file :\Program Files\wfavvid\system.properties

We also need Jtapi logs and the Call Manager logs.

For collecting the Jtapi logs:

Go to Start->Programs->Cisco Jtapi->Preferences

1) Under "Trace Levels" tab, please check all the boxes except "MISC_DEBUGGING"

2) Under "Log Destination" tab, please select the option "Rotating files", increase the no. of files to 100.

3) Click OK.

The MIVR & JTAPI logs will get generated under C:\Program Files\wfavvid\log folder.

Note: A restart of the CRA Engine is required for the number of files and file size changes to take affect for the MIVR & JTAPI traces.

For the Call Manager / CCM logs do following:

On the CCMAdmin page,

1) Click on Application->Cisco CallManager Serviceability

On the Cisco CallManager Serviceability page,

2) Click on Trace->Configuration

3) Select the Cisco CallManager Service

4) Verify Trace On is selected & the Debug Trace Level = Detailed

For the Call Manager / CTI Manager logs do following:

On the CCMAdmin page,

1) Click on Service->Service Parameters

2) Select the server

3) Click on Cisco CTI Manager link present on the Left hand side

4) scroll all the way down and set the SdlTraceFlag to True & sdlTraceTypeFlags to default 0x0000CB15

5) Click on Service->Service Parameters

6) Select the server

7) Click on Cisco CallManager link present on the Left hand side

8) scroll all the way down and set the SdlTraceFlag to True & sdlTraceTypeFlags to default 0x0000CB15

We will need following logs for the Call Manager / CTI manager which will get created in following folders

1) C:\Program Files\Cisco\Trace\SDL\CCM (sdl trace files)

2) C:\Program Files\Cisco\Trace\SDL\CTI (sdl trace files)

3) C:\Program Files\Cisco\Trace\CCM (ccm trace files)

Regards

Yogi