Duplicate Entries for Single Call in UCCX 11.0

[Nikhil.ranjan]

Hi There!!

I am using UCCX 11.0. 

In CUIC reporting, I am getting duplicate entries for a single call in my environment. Lets say if a call is made then there would be single call Id and and there would be multiple entries with the same data i.e. called number, calling number, CSQ Id, Session ID, call duration. 

Also the point to note is that these calls generally have a call duration of 00:10 seconds. Have anyone faced this kind of issue in their environment

[Jonathan Schulenberg]

The ten second duration gives a good hint - it’s probably the Connect timeout parameter on your Select Resource step. In other words, those are probably agents who didn’t answer a call presented to them.
If memory serves, the SessionID should should have a sequence number that increments to reflect that; I believe it’s a demarcated by a forward slash. Example 123456/1, 123456/2, etc.

[Nikhil.ranjan]

But I see the DN being the same in the report. If the call is not answered by one agent then it hunts for another available agent. In that case the report should show another extension. But it shows single extension multiple time. 

[Nikhil.ranjan]

After observing the agent behavior, I see that the agent do not answer the calls presented to them and hence it ring for multiple times on the agent phone. Thus we see multiple entries for the calls of the same details as these are the same calls presented to the agents multiple times. 

[dsobrinho]

Hi @Nikhil.ranjan 

This normal behavior. You can increase the time in the Select Resource step as @Jonathan Schulenberg told you and check the RONA(UCCX).