UCCX 8.0.2 Call in Stuck

Hi Guys,
My Customer had the sporadic problem with call in stuck. There were Agent in status Ready, but, the call stay in the queue. What is the log about RTMT is more recommended to collect and verify the fail? Or are there another way of verify the problem?
Thanks,
Wilson

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

Similar Messages

UCCX 8.0.2 - Call in stuck with Agent status ready

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

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

UCCX presented, Abandoned & handled calls

Hi All,
I need to submit exact count for UCCX presented, Abandoned & handled calls to my management,
But in UCCX historical reporting,
I found diffeernt total number for total presented, Abandoned & handled calls for same durration,
Kindly suggest which report should I refer for the exact count for perticular CSQ,
so that total UCCX presented, Abandoned & handled calls will matched with the total calls handled by agents.
Thankx
Deeeps

Sorry, but that would be impossible given that scripting changes reporting metrics.
Take for example a script where you queue a caller in two queues simultaneously, and then your caller is handled by one of them. They both will be marked as presented, only one as handled, and the other as dequeued. Is that two calls or one? You wouldn't no based on counts alone.
You have to understand your scripts in order to understand your reporting. Unless you were willing to share your scripts and call flows with all of us, the best we can do is guess.
Sorry for the bad news, but that's how it goes.
Anthony Holloway
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UCCX script and abandoned calls

Hi Guys
I got question about that UCCX script and abandoned calls , so currently we had 4 different script for support the call follow .
So the Main script is just AA let the people select menu 1 , 2 ,3 then go to different queue , after select 1 (for example) then call-direct to second script trigger number and coming into the queue .
Unfortunately , the system counter the action to be an Abandoned call , I already open the case about this issue and the TAC did not found any configure issue on UCCX , from the log we can seem all the REDIRECT,lrd=5000 is abandoned call .
23811205: Apr 28 13:01:44.257 GMT+800 %MIVR-SS_TEL-7-UNK:Call.received() JTAPICallContact[id=37148,implId=151183/1,state=STATE_RECEIVED_IDX,inbound=true,App name=APP0,task=null,session=null,seq num=-1,cn=5000,dn=5000,cgn=0405554590,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=5000,route=RP[num=5000],TP=null
23811420: Apr 28 13:02:00.491 GMT+800 %MIVR-SS_TEL-7-UNK:Call.transferring(5030) JTAPICallContact[id=37148,implId=151183/1,state=STATE_ANSWERED_IDX,inbound=true,App name=APP0,task=48000040709,session=36000027315,seq num=0,cn=5000,dn=5000,cgn=0405554590,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=5000,route=RP[num=5000],TP=5007]
23811424: Apr 28 13:02:00.491 GMT+800 %MIVR-SS_TEL-7-UNK:Call.abandoned() - transferring JTAPICallContact[id=37148,implId=151183/1,state=STATE_ANSWERED_IDX,inbound=true,App name=APP0,task=48000040709,session=36000027315,seq num=0,cn=5000,dn=5000,cgn=0405554590,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=5000,route=RP[num=5000],TP=5007]
23818414: Apr 28 13:09:46.095 GMT+800 %MIVR-SS_TEL-7-UNK:Call.transferring(239) JTAPICallContact[id=37149,implId=151183/1,state=STATE_ANSWERED_IDX,inbound=true,App name=app2_Admin,task=48000040710,session=null,seq num=-1,cn=5030,dn=5030,cgn=0405554590,ani=null,dnis=null,clid=null,atype=REDIRECT,lrd=5000,ocn=5000,route=RP[num=5030],TP=5034]
23818421: Apr 28 13:09:46.095 GMT+800 %MIVR-SS_TEL-7-UNK:Call.abandoned() - transferring JTAPICallContact[id=37149,implId=151183/1,state=STATE_ANSWERED_IDX,inbound=true,App name=app2_Admin,task=48000040710,session=null,seq num=-1,cn=5030,dn=5030,cgn=0405554590,ani=null,dnis=null,clid=null,atype=REDIRECT,lrd=5000,ocn=5000,route=RP[num=5030],TP=5034]
Please give some advice about that and I am look forward to heard from you guys soon .
Thanks

Hi Jon
I was tested "Set Call Contact Info step to mark the call as handled" last night , but not working .
so in the get call contact info properties , I was used last Redirect number to nest trigger number .
but not working .
so have got any idea about that ?
thanks

Calling where no reception - call gets stuck

sometimes i make a call when exist no reception. the call gets stuck and i can not end it.
in IOS6 i found a quick way to release it buy shifting back and forth to airplane mode.
in IOS7 it's no longer working and i have to restart my phone.
any ideas ?

Hi Anthony,
May i know what is the flag u got in sxmb_moni of ECC.
>>I have discovered that every time the program is executed, it ends up with an entry in the qRFC of the sending system. I can execute that manually, and the message appears in the Integration Engine.
i understood that the message is strucked in ques( i.e SMQ1 or SMQ2) always.
In order to resolve this, we need to register the ques and activate it.
some ques like XBQ1,XBQA,XBQS*,............etc.
we have QRFC Adminstration option in SMQ1,SMQ2 and SXMB_ADM.
please register and activate it ...
award the points, if it helpful to you
Regards
Mahesh.

Integrating multiple UCCX clusters with same Call Manager Cluster

I want to know if I can integrate multiple UCCX clusters with 1 Call Manager cluster? If yes, can someone please point me to the documentation.
I appreciate all the help..
Thanks!!!

Hi
Yes, you can. I'm not aware of specific documentation for this, but a couple of notes:
- Make sure you use unique resource accounts (e.g. JT user in particular as that is automatically managed by UCCX and one cluster WILL break the other)
- I would also use unique AXL accounts and probably RM accounts. RM you could share between clusters to just have one RM account to associate any agent phone to, but it's safer to have single-purpose service accounts.
- You can't assign a user to a particular cluster - so you enable IPCC Extension on one user, they appear in 'resources' on both UCCX servers.
Regards
Aaron HarrisonPrincipal Engineer at Logicalis UK
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Phone app (call log) stucks/hangs on z30

Hi, I'm using z30 and os is 10.2.1.3062. when I get miss call, phone app (call log) stucks. It won't work until I restart the phone. Please any one let me know how to resolve this problem.
Solved!
Go to Solution.

I don't use any of those other than BlackBerry community app.
You have two alternatives. Search and see if anyone has found some problem with any of the apps, and maybe narrow it down to a likely suspect. Or else just start deleting one at a time. But focus on apps that might interact with the phone app or phone log database.
If you delete an app and problem goes away, then that's good, especially if you don't really need the app. If you add the app again and the problem returns, then you have repeated the problem and pretty much confirmed the app is the problem, at least for you. If you add the app and the problem doesn't return, then maybe it was a corrupt bit of app data or a setting that was cleared, and perhaps it will happen again.
- Ira

UCCX 8.0(2) - As identify that the call is stuck in the queue

Hi Guys,
My Customer complain that there are any Agent Ready, but, any calls are statying stuck in the queue. I read the documentation about the Cisco Site and the forum below, but, not is clear for me.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/configuration/guide/uccx801ag.pdf
https://supportforums.cisco.com/message/3070648#3070648
I would You like understand as identify that the calls really is stuck in the queue? Anybody explain for me
Thanks a lot,
Wilson

Are ALL calls stuck in queue and never reaching an Agent?
Or is Supervisor Desktop just showing 1 or 2 calls "stuck" in queue, but most regular calls reach an agent?
Also what specific version are you running? There were some bugs in early 8.0(2) releases about calls showing in queue that weren't really there. If however your problem is real callers not reaching agents, it probably sounds like a skill or resource group problem.
Tom

UCCX Queues showing bogus calls in Queue and they will not clear

I have many queues and two of them show one call in each of the queues on the supervisor desktop. However there is not any call in the queue. How do I clear theses calls/stats on the supervisor desktop for the end user so it does not show bogus calls on the queue on her clent?

Hi Jonathan ,
What is your UCCX version .
Looking at the problem description i am suspecting that your system is hitting BUG:-CSCsu40814
BUG:-CSCsu40814
Symptom:
The supervisor desktop realtime reports will show an entry in "Oldest in Queue" that appears to be a call in the queue but has no time associated with it. The issue will show as 1(00:00:00)
Conditions:
So far the only condition that exists is that calls are coming into the system.
Workaround:
None
Further Problem Description:
The system RealTime Reports does not reflect this call and it is only shown in the Supervisor Desktop display. There is not actually a call in queue as well and it seems to be a reporting error.
The defect can be explained as follows:
++         This happens because of any of the unsupported configurations/actions for UCCX.
++         This will lead the UCCX engine not to clear the entry of the call internally and thus it will send messages to the CSD to display the call.
++      Ideally when you have a legitimate call: "1[00:20:00]", this means that there is 1 call in the queue for 20min. However, 2[00:00:00] means that this call is no longer in the queue, but there is a false entry of the same.
++         Therefore, the restart of the engine will remove these entries
++         This entry will be created in the UCCX engine when an unsupported action is performed such as transfer to a different Route point etc. (not necessarily this).
++         The defect addresses how such a call is handled so that the call entry can be appropriately cleared.
++         It would be difficult to say why the issue started to occur, but we can explain as to why the entries are seen on CSD and how we can clear them.
Please note the following:
++        All unsupported scenarios/configurations mentioned in the guide have to be avoided:
o   http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/release/notes/uccx_802_rn.pdf
++         All the unsupported configurations can cause this issue to occur. However, the defect-fix has been verified for the following configurations:
1.       When an agent on call c1 initiates consult c2 to the RP,cti port, c2 is just in the process of getting queued when agent completes transfer and so c1.iaqstate is set incorrectly to NOT_IN_QUEUE due to a race condition. The defect CSCsu40814 occurs even in regular, supported agent to rp transfer scenarios due to race condition.
2.       As soon as the agent went reserved for the primary consult , he answered the primary consult but even before the main call could be fully transferred to the agent, He held the primary consult call and initiated a new call to the RP. This is what caused the main IAQ call to terminate. And he was left only with the new call he initiated. So he again initiates another consult and completes transfer.So the agent wanted to answer the PRIMARY consult and immediately transfer it back to the RP without talking to the caller.In this particular scenario, the call was between 2 CTI ports
Issue can be resolved by restarting the CCX engine(in off hours). This is a temp workaround .
you need to check if agent's are not using any unsupported configuration .

UCCX 8.5 Abandoned Calls Notification

Hi Team!!!
I have a UCCX cluster version 8.5, and I'm interested in notify to agents the abandoned calls, sending a e-mail or by other way.
Can some one help?
Thank you

Hi,
Do you have a wallboard ? If yes, you can display this parameter along with other parameters on the wallboard.
Also you can check for free of charge wallboard as discussed in the below thread.
https://supportforums.cisco.com/message/1042045#1042045
Hope it helps.
Anand
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UCCX Historical Reporting - Transferred Calls

Hi All,
I've hit a brick wall in a UCCX script I'm currently working on. My client has requested stats on where agents are transferring calls. It's an operator-type position and it's fairly important to the client that she be able to guage the call volume to particular extensions.
I've gone through the majority of the standard report templates in UCCX Historical Reporting but haven't found anything suitable. I did notice that the "Agent Call Summary" report states the number of transferred called by a particular agent but not the extension the call were transferred to.
Any advice would be greatly appreciated!
As always, thanks in advance.

What you want is essentially a custom cradle to grave report. I'm sure there are reporting packages that can do this but they are quite spendy.
You basically want to tie a UCCX session to the CDR records from the CUCM; if you are familiar with SQL that shouldn't be too much of a challenge. The trick is automating it.

UCCX 8.0(2) caller unable to select menu option while in queue

Hi CC Community,
I am doing a UCCX 8.0(2) Premium installation with CME 7.1 and have configured an ICD script which sends the call to the available agent. I have configured the queue such that the caller can select a menu option after listening to the queue music if he needs to exit from the queue and leave a voice mail message.
I have done this before in the 5 and 7 versions but i find this wierd behaviour in 8.0(2) where the caller is unable to make a menu selection while waiting in queue. Has anyone else faced this on 8.0(2)? Any suggestions?

Hi,
I have the same experience here with CME 7.1 and UCCX 8.0.2
The user can make some choice in the menus (so the DTMF are working fine) but when he's in the queue, the DTMF are not working anymore to make a choice in a menu ?!
Did you solve it ?
Thanks you in advance !
Thierry

Async call gets stuck with pending status

Hi,
I am working on Tasklayer where need to invoke Async. call, the .bpel file has Invoke activity and below that it has pick activity with branches one for OnMessage and another is also OnMessage but, this is for fault. Now, when it invokes the Async. what i see in the instance is that the OnMessage activity gets stuck in Pending status, it doesn't proceed further. Kindly let me know if any one has faced similar issue.
Thanks & Regards,
Sanjay

Hi Sanjay,
you are saying that u r calling an asyc process.
So as an async process do not send the response back to parent through same port, you have to send the fault back to parent by invoking it(parent).
Here you can send the fault by using existing callback port otherwise you can define separate port for fault can send through that(you have to do it in WSDL).
So here for the first case no need to have the pick as u r getting both success and fault through same port. If you are going for separate one you have to have pick(one for success and other for faulted one)
So as Steven said you have to have a catch and invoke to send the fault back to parent.
Regards
PavanKumar.M

UCCX 10 finesse: Post Call Survey

Hello everyone
Before,when my customer used CAD as agent desktop,if the agent want to launch a post call survey,agent can press a customized button on CAD whcih contained the function of launcing a blind transfer the call to a Survey script.
However,I find the function is missing when using UCCX finesse as agent desktop,which postone the plan to migaration from CAD to Finesse.
My question:Is there any workaround?

I have exactly the same issue, we upgraded to Finesse and now I cannot find the way to configure it.
Agent used to press end and the calls transfered to the post survey, now after upgrade to Finesse no way to do it!!!
HM

UCCX 7.0 Abandoned Call Times

Hi,
Hopefully someone can help!
We have UCCX 7.0 running here and basically, I have got a report from managment that the abandoned calls are being reported on, even though they are under the 10 second threshold...now, I have never seen this threshold setting on the UCCX and therefore can neither confirm nor deny that what is being said is true...
What I would like to know is how to see the threshold setting for abandoned calls and change it if necessary, can anyone tell me where this would be?
Thanks in advance!

You can use CDA (Cisco Desktop Administrator) for setting up the threshold values.
Call Activity
The Call Activity tab enables you to set the thresholds for the selected work flow group for call duration at a particular type of device (CSQ and Agent) while a call is in the contact center.
If a call remains at a device longer than the defined Caution or Warning threshold, a Caution or Warning icon is displayed next to the device name in the Agent Desktop call activity pane
To set up call activity thresholds:
On the Call Activity tab, enter the threshold times as desired.
Enter values in the Warning fields before entering values in the Caution fields. If you enter values in the Caution fields first, Desktop Work Flow Administrator automatically enters values one second greater in the Warning fields.
The Warning threshold value must be greater than the Caution threshold value. If you enter a greater value in the Caution field, Desktop Work Flow Administrator automatically changes it so that it is one second less than the Warning value.
Maximum Warning value: 59 minutes, 59 seconds
Maximum Caution value: 59 minutes, 58 seconds
I am also attaching the snapshot for your reference.
Thanks,
Anand
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UCCX 8.0.2 Call in Stuck

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