UCCX 12.5 "We are currently experiencing system problems..."

[infrastructure]

Our company is experiencing a temporary staff shortage causing the hold times in the Finesse Queue to be longer than usual.  I have multiple triggers setup but it doesn't seem to matter which trigger the inbound calls come into or where they come from.  Everything works fine until right at 13 minutes.  At that point they receive the message above ("We are currently experiencing system problems and are unable to process your call, please try again later...").  This message repeats several times then we get a fast busy.  I think I haven't seen this issue in the past because our hold times have historically been lower than this.  I am NOT an expert in this and inherited the bones of an existing script which I have modified over time, but I don't see anything obviously wrong in the script.  Any ideas on what I should be looking for here??

Brent Mossberger

[david.macias]

Is it consistently at around 13 minutes on all scripts or specific scripts?

david

[infrastructure]

well, our system basically has a script that sends calls into a queue (via IVR) where we have four separate departments using Finesse.  it appears to be 13 minutes no matter what queue the call gets dumped into.  so the same script is involved.

[david.macias]

Are you able to monitor the script to see where it's failing? Your shot doesn't show all of the queue treatment to be able to provide any assistance.

david

[infrastructure]

Well, can i use the uccx editor to just watch a call (from my cell phone for example) hit the queue and then sit there until it fails at 13 minutes??  Assuming I can test in such a way to insure that the call is not answered until it fails.

[david.macias]

Yes you can, but if you're not familiar don't try it with a production script. Before the error prompt what do you hear? Can you spot where that happens in the script?

david

[infrastructure]

i did call in earlier with one of my users to test.  here is what it did.

Takes about 1 minute to get through the initial prompt and listening to the script.  then hold music for 45 seconds, then another message that lasts 1 minute 15 seconds then hold music for 9 minutes 45 seconds then the message that says "We are currently experiencing system problems and are unable to process your call, please try again later".

[david.macias]

I wonder if this is a timeout on the GW or something in the scripting. Are the 9:45 of hold music a single prompt or multiple? can you show me that logic?

david