UCCX 11.6.2 - Ready Agents not receiving queued calls

[jon.hogan@infarmbureau.com]

We sometimes receive trouble tickets from our UCCX Agents indicating that they sit in the Ready status for several minutes while seeing in Finesse that calls are waiting in queues.

- We have looked at this as it occurs, and can see the same waiting queue calls that they see in Finesse, so it's not just the Queue Status gadget being slow to refresh.

- We have confirmed that the Agent in question is Skilled to receive calls from the CSQ(s) with waiting calls.

Our CSQs are set up using the 'Most Skilled' algorithm, and we use Skills instead of Resource Groups.  I've noticed that there are other logged-in Agents with higher Skill Competence Levels than the Agent reporting trouble...  But would that cause UCCX to make a call wait in queue for an Agent with a higher Competence Level rather than present the call to a lower-skilled Agent sitting in 'Ready'?  Thanks in advance!

[Anthony Holloway]

That sounds like this defect: https://bst.cloudapps.cisco.com/bugsearch/bug/CSCvh53945

Are you sure you're on 11.6(2)? Maybe the defect still haunts you?

Two Agents in the same CSQ with different skills like that, would not cause a delay at all, for UCCX to deliver the call. In fact, if it could do that, a lot of people would love this, because delaying between tiers of Agents is a long standing reason why we do nested queuing, which in itself sucks.

[jon.hogan@infarmbureau.com]

We are on 11.6.1:

admin:show version active
Active Master Version: 11.6.2.10000-38
Active Version Installed Software Options:
ciscouccx.1151SU1.ES01.20.cop
ciscouccx.VMwareTools2016V2.cop
ciscouccx.1162.ES05.9.cop

I shudder to imagine what a TAC case for this would look like...  Being asked for examples of NOT getting a call...

[TomMar1]

TAC would want the MIVR logs for the time frame the call occurred, they will analyze them for you.  But as Anthony mentions callers stuck in queue is a known issue for the version of UCCX you are running.

The solutions are have agent go not ready, then ready again (which is not really a solution) or upgrade to 11.6.2.  I did this upgrade only a few weeks ago.  It was not difficult and it did resolve the problem.

[jon.hogan@infarmbureau.com]

Thanks - but I'm already at 11.6.2:

Active Master Version: 11.6.2.10000-38

[Moshtabaa]

i have the same problem with uccx11.6.2

did you resolve this problem?

[jon.hogan@infarmbureau.com]

Hello Moshtabaa, sorry but no, this was never resolved in 11.6.2. I'm hoping that when we upgrade to UCCX 12.5(1) later this month this issue will be behind us.

[TomMar1]

I upgraded to v12.5 about 45 days ago and have not experienced this issue with v12.5.

[luis.cabrera]

Hi guys...

Today I received a ticket from a supervisor reporting this issue, we already using System version: 11.6.2.10000-38 (ES03-40) where this bug is suppose to be fixed..

I'll start looking for a solution on this....

Regards...

Luis. 

[dkurian@netsync.com]

Use RTR to clear "stuck" contact, this worked for us on 11.6.2.10000-38

in UCCX Admin page....Select Tools > RealTime Reporting
- After the Java whirl, select Report > Contacts. If your contact center is active, you will see many contacts
- Locate and select the specific stuck contact by the Duration time. It should be a long duration.
- Select Tools > Clear Contact. The contact will be cleared from the reporting system, only after affecting the average hold time report adversly.