Call stuck in UCCX IVR

[happyatuni]

Dear NetPro gurus,

At approximately 6:03PM last night the x16000 IVR received a call that sat / stuck in the queue for over 25 minutes. Staff were on ready and able to take the call but it was not passed through.  I tested by calling the IVR from my mobile phone, and staff at the helpdesk tested by calling the IVR from internal phones. All these calls got through and were answered by someone on ready.

A screenshot of the supervisor desktop shows the call in the queue. The call eventually hung up.

Is there any reason why my staff can't pick up that call? And is there any way where i can find out more about that "mysterious call"?

Cheers,

Hunt

[anchoudh]

HI Hunt Lee,

Please see if the below link helps you,

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

You can also use the RTR reporting tool to clear the stuck call.

Hope it helps.

Anand

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