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 ,
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,