Attendant Console is only showing one call at one time

[sienz]

We are getting the attendant console from the CUCM plug-in.

We made changed/adding queue in the IPCC/CUCM system, but suddenly the attendant console is not showing the second and third calls but those calls are still connecting, only the reception cannot see those calls. The reception will get those calls after she complete the first call. I believe we should be able to see the second, third... calls when they are on the queue. The attendant console is only showing once call at one time.



I am not sure if the changed that i made was related to this issue or accidently it is happening at the same time.



I restarted the "Cisco CallManager Attendant Console Server" in both Pub and Sub and has no luck.



Our CUCM version is 6.1.1.3104-1

Any idea what would be the issue?



Thanks

sienz

 

[whykap]

Did you add a queue to the AC then?
Or is it an IPCC queue since you mentioned IPCC. Two different things.
If it is the first option, calls get queued and get presented the first available console.

 

[sienz]

hi whykap,

Thank you for the response,

Sorry, I am still trying to understand the system. I guess the IPCC is providing the call flow and the CUCM is providing the queueing (if I am not mistaken).

(I guess) i did not add another queue rather that i added another callflow in the IPCC.

I did not created anything in the AC, only adding call flow in the IPCC to be pointed to the current queue.

The problem is the reception can not see (in the AC) another call coming in when she is on the phone (first call).

She claimed that she can she 2nd/3rd call but i am not sure.

 

[whykap]

if the calls are queued in IPCC they are not going to see the calls.
If they are queued in ccm then you are using the AC queue somehow. Unless your terminology is different.
It has something to do with the way you are handling these calls and your info is too generic. We would need more details to understand what's happening. Who set this up for you?

 

[sienz]

I looked at AC pilot point and we have one pilot point:

Route Calls to “first available, Hunt group member has 2 members (even though we only use one agent for now)

The “Queuing Enable” option is NOT checked

Queue size = 32

Queue hold time = 0

And I have 1050 DN for the Pilot point

I am not sure who is providing the queue, how can i confirm that?

My guess the IPCC is only providing the Call Flow in our system. And then the IPCC will send it to the queue. Last week, I did not add another queue rather that I added another call flow in the IPCC.

I did not created anything in the AC, only adding call flow in the IPCC to be pointed to the current queue.
The problem is the reception cannot see (in the AC) another call coming in when she is on the phone (first call). She claimed that she can see 2nd/3rd call but NOW I am not sure if she could see it before.

Is there any information that i can provide to determine our setup on who is providing the queue? It was setup by a vendor.

 

[whykap]

if you call her directly to her DN from a phone, bupassing the hunt pilot does she see that call?
Have you restarted the AC on her pc at all?

 

[whykap]

By the way test the above scenario while she is on another call.