UCCX 8.0.2 - Call in stuck with Agent status ready

[wilsonsant]

Hi Guys,

I would like know what is the best log about RTMT I can use to analyze the calls stayed stuck with agent. Was verified in Real Time Report that there are agent available (state ready), but, the call was transfered for queue.

Thanks

Wilson                  

[Ravi Shankar Pandit · Accepted solution]

To find the root cause of stuck calls you need to Check MIVR/CCX engine logs

below is the link to read MIVR/CCX engine logs

http://docwiki.cisco.com/wiki/Guide_to_reading_MIVR_logs_for_Telephony_Issues_-_ICD_Call_Flow

I hope this will help

[Ravi Shankar Pandit]

Normally this could be because some misconfiuration in script or some unsupported configuration on phone

for more information check below link

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a00801c82ea.shtml

[wilsonsant]

Hi Ravi,

Thank You for your contact. The problem is sporadic and occurred each 03 months, 06 months more or less. I don´t believe that is problem about configuration script or phone, but, I will follow your recomendation about collect RTMT to identify the problem when came back again.

Thanks,

Wilson

[philippe.cousineau]

I have a similar issue, any recommendation ?

[wilsonsant]

Hi Philipe,

Unfortunatelly not was possible identify the root cause. I had already case in Cisco TAC, but, not have solution. As workaround, first I clear the stuck calls and the second restart the Engine.

Thanks,

Wilson