Incorrect Phone Agent Stats

[wp2518]

I have a customer who is using the 5 IPCC Express phone agent licnese bundled with the CM 4.0 upgrade and it is running co-resident on the CM subscriber.

Everything is working fine, except the call stats on the phone agent appear to be way out of wack. They forwarded their calls to the answering service at lunch time and cleared the queue, but the calls stats on the phone still show 30 calls in the queue, with the oldest at 3 hours, The number of calls and oldest time appeared to have kept building through out the morning, even though they periodically clered the queue They also made test calls to make sure they could get through in a reasonable time.

Anyone run into this before?

Thanks, Bill Palmer

[JimSJ]

Bill,

Could you clarify what you mean by forwarding their calls to an answering service? CFwdAll from their ICD extensions?

Restarting the TAI and/or RASCAL services on the IPCC server may clear the incorrect stats initially, but they may come back based on whether you're forwarding calls out of the queue in a way that IPCC doesn't recognize and doesn't remove the calls from the statistics.

Thanks,

Jim

[wp2518]

Thanks Jim,

Calls are transferred to the queue via an option on a Unity call handler. Calls are forwarded to the answering service by Unity based on a schedule, before the caller is given the option to go to the queue.

I will try restarting TAI and Rascal, and see if that helps.

[JimSJ]

Great. Just an FYI, restarting TAI will require everyone to log back into their phones. RASCAL should not cause any interruption especially in a phone agent environment.

Did this just happen once or has it kept repeating?

Thanks,

Jim

[wp2518]

Actually the timer is continuing to run, it now says the longest is 172 hours, and 35 people are in queue.

We are going to reset the TAI and Rascal after hours today.

Thanks again!