UCCE wrap up

[Curtis Fuentes]

                   Hi,

                                 I have an agent that is getting calls while she is still in wrap up mode is this normal ?

[Gergely Szabo]

Hi,

if the agent is getting ACD calls (routed by an ICM script) then no, it's not normal.

If an agent receives an incoming extension-to-extension call, nothing prevents the CUCM to routing it, regardless of the agent being in wrapup or not from the point of view of the ACD. But again, it's a completely different story.

G.

[Curtis Fuentes]

The agent is only getting ACD calls and she got another ACD call while in wrap up. What could cause that ? Sorry I am new to UCCE

[david.macias]

Is she getting the next call immediatly or after certain amount of time.  What's your wrap up timer set to?

david

[Curtis Fuentes]

immediatly not sure if this is related but another agent in the same group just got an ACD call while she was on the phone with another customer. The new call came in with a busy signal.

[Gergely Szabo]

Hi,

is the link alright between the A and B sides? Looks like a split brain issue.

G.

[Curtis Fuentes]

How can I check that ?

[Gergely Szabo]

Dump the logs for PG processes at both sides, look for term "connection lost to controller side X" etc.

G.

[Curtis Fuentes]

The 315 call came in while the agent had another caller on hold

11:19:11:978 CG1A-ctisvr Trace: CALL_CREATED: CallID=160154554.3154142883(d) Dest= Periph=5000 Type=6(OTHER_IN) ECCsize=0 Disposition=0(INVALID)
11:19:11:978 CG1A-ctisvr Trace:               CampaignID=-1 QueryRuleID=-1
11:19:11:978 CG1A-ctisvr Trace:               TrunkGroup=-1 DNIS:88726712 ANI:3154142883 CED: Dialed=
11:19:11:978 CG1A-ctisvr Trace:               UserToUser= Wrapup= CustomerPhoneNumber= CustomerAccountNumber=
11:19:11:978 CG1A-ctisvr Trace: PV1= PV2= PV3= PV4= PV5=
11:19:11:978 CG1A-ctisvr Trace: PV6= PV7= PV8= PV9= PV10=
11:19:11:978 CG1A-ctisvr Trace:

11:19:11:978 CG1A-ctisvr Trace: CSTA_DELIVERED - callID=160154554.3154142883(d) alertingDev= callingDev=(DEV)3154142883 calledDev=(DEV)88726712  localConnectionInfo(1)=CS_INITIATE cause=22
11:19:11:978 CG1A-ctisvr Trace:                  Line=-1 LineType=LINETYPE_UNKNOWN Service=-1(-1) Incoming=1
11:19:11:978 CG1A-ctisvr Trace:                  MultiAlert=F SkillGroup=-1(-1) TrunkNum=-1 TrunkGroupNum=-1
11:19:11:978 CG1A-ctisvr Trace:

11:19:11:979 CG1A-ctisvr Trace: CSTA_DELIVERED - callID=160154554.3154142883(d) alertingDev=88726712 callingDev=(DEV)3154142883 calledDev=(DEV)88726712  localConnectionInfo(2)=CS_ALERTING cause=-1
11:19:11:979 CG1A-ctisvr Trace:                  Line=1 LineType=LINETYPE_INSIDE Service=-1(-1) Incoming=0
11:19:11:979 CG1A-ctisvr Trace:                  MultiAlert=F SkillGroup=-1(-1) TrunkNum=-1 TrunkGroupNum=-1

11:19:12:997 CG1A-ctisvr Trace: CSTA_ESTABLISHED - callID=160154554.88726712(s) answeringDev=88726712 callingDev=(DEV)3154142883 calledDev=(DEV)88726712  localConnectionInfo(3)=CS_CONNECT cause=-1
11:19:12:997 CG1A-ctisvr Trace:                    Line=1 LineType=LINETYPE_INSIDE Service=-1(-1) SkillGroup=0(7221) RemQd=T
11:19:12:997 CG1A-ctisvr Trace:                    TrunkNum=-1 TrunkGroupNum=-1

[david.macias]

If I'm reading this correctly, are these outbound agents?

david

[Curtis Fuentes]

inbound and outbound