BCM50 R5 with ICC slow to present calls

[ECartman]

Hi Guys,

I have a BCM50 R5 on a customer site.

42 Digital sets
PRI
RCC
8 Skillsets
20 Agents logging into multiple skillsets.

This was not my creation, just something we inherited.

Problem is calls are being held in the skillsets and not being passed to agents even when they are available, there could be 3-4 of them sitting there with nothing presenting to them. Even though the calls are being queued and hitting the P&S alerts.

CPU is on overdrive most of the time too.

I am putting it down to a lack of resources however, trying to get them to upgrade is painful.

Anyone have a similar config ? Does it perform ok ?

Any/all input welcome and appreciated

 

[gberger]

Is that Bcm up to date with patches?

 

[ECartman]

Yep, patched up to latest SUs and the last core-telephony (68- I think)