Tips regarding eronious Finesse call issues

[schwabcm]

We are a UCCX 11.6.2 shop and have had issues with some users having call treatment issues.  We instruct all of our users to utilize Firefox when logging into Finesse.  

Sporadically they'll notice the state stays in Reserved after a call for approximately 30 seconds before returning to Ready.  It happens on incoming calls that come in as 'transferred' vs direct calls.  

Any thoughts as to what might be happening or what we can check to resolve this ongoing issue?

thank you!

[david.macias]

I would start with your network. Do you have QoS? How's the bandwidth? I suspect you're seeing network issues which impacts the CCX call arrival and signaling.

david

[Anthony Holloway]

In addition to this, SIP can be very chatty, especially in transfers. There are settings you can tweak to reduce the amount of messages needed to perform call setup, and mid-call signaling changes. However, we'd need a ladder diagram of the entire flow from end to end with accurate timestamps to see where the delays are happening.