Appl. displ. shows calls on wait when there are agents idle in skllset 1

[pakya123]

Hi all,

My Application Display shows around 2 to 3 calls on wait, whereas in my skillset display it shows me "0" calls wait and also around 30 agents on idle.

Has anyone faced similar problems before?.
Need some tips on troubleshooting.
I am using SCCS 5.0 with SU05.

Cheers,

 

[mikeyb123]

Sounds like Phantom calls to me.... we get them all the time.

It's not getting any smarter out there. You have to come to terms with stupidity, and make it work for you.

 

[sandyml]

It's possible, if the call has not yet been queued. For instance, if you have some announcements or menu the caller has to work through. They will show in the Application display right away, but not in the Skillset display until the QUEUE TO command has been issued.

 

[ff7121]

I have a similar problem in SCCS 5.0 (SU_06 + + SUS_0601 + PEP_060116).

Periodically in realtime statistic we have a situation when "Idle agents" and "calls in queue" factors are present. But, as I know, this factors are mutually exclusive!
Restarting of RDC service solve this problem.

Any Ideas?

 

[turtle916]

There is a known bug in SU06 that causes this problem. It was corrected in SUS0602.