UCCX 10.5 - CUIC shows False Long Duration for Calls

[Ahmed Khalefa]

Hello All,

We have a setup with below details :

- CUCM Version : 10.5

- UCCX Version : 10.5.1-11001_49

Randomly,  the Report "Agent Detail Report" , shows that certain call's duration is more than 2 or 3 hours .. or even 6 hours ..

while after checking the same call , via Search with ANI on Report " Detailed Call CSQ Agent Report " , We can see that the call only shows 5 mins total ..

Snap shot from the "Agent Detail Report" is as below :

While same call on the " Detailed Call CSQ Agent Report " :

I checked the VGW , to check some hanged sessions , but didn't find any ..

also the CDR for the same call from the CUCM , shows the duration total of 6 mins or so ..

This happens like 4 or 5 times within the month ..

Thanks a lot ,

Ahmed Salah

[Ahmed Khalefa]

No Reply .. ? :)

[James Wilmot]

Were you ever able to determine what was the underlying cause?

Thanks,

Jim Wilmot

[Ahmed Khalefa]

Hello Jim,

There was no solid fix for the problem .. i just had to make sure that all Agents' ACD Lines are configured with :

Max # of Calls : 2

Busy Trigger : 1

and monitored the issue for quite sometime , the customer didn't update me that the issue happened again ...

Thanks A lot,

Ahmed Salah