Logs for call stuck in queue

ivana vidakovic · ‎10-15-2013

Hi All,

I have a contact center where a caller never talked to the agent, it appeared he was stuck in the queue. Which logs form RTMT do I have to collect to see this call? It wasn't in the MIVR logs.

Thank you,

best regards,

Ivana

Anurag Siddhu · ‎10-15-2013

Hi

Whats the UCCX version ?

How did you find out that call is stuck ? in RTR display on CSD ?

this used to be a bug in older versions of UCCX.

restarting CCX engine is a usual fix for this issue.

calls usualy gets stuck due to various reason including bad script design.

and please send the MIVR logs for the time when it was stuck in queue along with call info ( calling and called number ) and time of the call.

along with Cisco Desktop enterprise logs, CAD agent logs , CSD logs.

Regards

Anurag Siddhu

ivana vidakovic · ‎10-15-2013

Hi Anurag,

Thank you very much for your help/advice.The issue is solved, so I won't be sending anything.

Best regards,

Ivana

Saeed Syed · ‎10-16-2013

Hi,

What did you do to resolve this issue ?

wilsonsant · ‎11-26-2013

Hi,

I too would like know that was did to solved. Only restart engine?

Thanks,

Wilson

ivana vidakovic · ‎11-26-2013

Hi all,

It wasn't solved. The call was never actually stuck in the queue, but it exceeded 1000 steps. I assumed the call was stuck, because the customer has a monitoring application, where the call was hanging for a long time. After viewing the logs, I saw I was wrong, the call was never stuck.

Sorry for not having a solution for you.

Ivana

wilsonsant · ‎11-26-2013

Hi Ivana,

Don´t worry. Thanks a lot for your attentation,

Best Regards,

Wilson

philippe.cousineau · ‎12-05-2013

Since we upgrade to UCCX 9.x

We have a situation 1 or 2 times à day, customers tell us they have wait 30-40 min in the queue.

I tought it was regarding agents that doesnt answer a call and go in not-ready

but, what happend is in fact, the customer hung-up after 30-40 min, then he call back the same place and get answer in 4min.

Pretty weird, we never had that before with 7.x CCX.

I also try to look a at the historical repport but i cant find a call for that duratioon in the queue..

anyone ?

wilsonsant · ‎12-06-2013

Hi Philippe,

Try verify the RTMT, to identify the calls stuck in the queue.

Wilson