CTIOS: Call ended for all agents

[saharhanna]

Hello,

I have recently upgraded UCCE system from version 8.0 to v9.0

A week later (Today), an incident occurred twice a day:

At a certain time, all calls (with all the agents) got disconnected. The message Call Ended displayed at CTIOS desktop.

Then the call center went back to normal activity.

I tried to dumplog jtapi and call manager pim logs, as well as cti logs.

I also observed CVP logs at the time of the issue but I can't find anything significant

What could be the issue?

Thanks,

Sahar

[ganapathi s]

Hi Sahar,

Is UCCE in CVP Comprehensive call flow and are you using CUSP?

Kindly upload CTI, JTAPI and PIM logs. CUCM logs as well willl help

Thanks,

Ganapathi.S

[saharhanna]

Hi Ganapathi,

Thanks for the reply.

Yes we are using the CVP comprehensive model.

Find attached the requested logs.

Note that the issue had occurred at around 12:50-12:55

[ganapathi s]

Hi,

I have gone through the logs and couldn't figure out the problem. As i can see the calls are presented to Agents even during the mentioned time(12:50 to 12:55). Kindly let me know if you still facing the problem, If yes check your network connectivity once and forward us the same set of logs with appropriate time zone or give the ANI or Agent details to narrow down the search.

Thanks,

Ganapathi.S

[saharhanna]

Hi Ganapathi,

Thanks for the reply.

It turned out to be a problem on the E1 level

Sahar Hanna