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Call waiting since yesterday

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amoosh

Technical User
Oct 13, 2010
56
US
I run a real-time report and it shows a call waiting and this since yesterday but the time is 00.
All agents are available and if there is a new call it shows as 2 then after they take the call it stays in 1 again.
Any ideas??
Thanks
 
You did ot mention your platform nor your software release and patches loaded. Had a similar issue on cM3 a few yaers back and it was fixed by loading a new patch
 
This can also be fixed in the CM software tables or by resetting the system. The patch should address the root cause so the issue does not happen again.

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

36 years Bell, AT&T, Lucent, Avaya
Tier 3 for 26 years and counting
 
If the call waiting is only showing in CMS and not in BCMS, turn off Data Collection in the CMS, wait 1 minute, then turn Data Collection back on. The CMS will request a complete uodate from the PBX. The phantom call should be gone.

Kevin
 
Thanks everyone for the replies. How do I turn data collection?
 
In the CMS, go to System Setup then select Data Collection. Select your ACD then pick Turn Off. Hit [RETURN] then select 'modify'. Wait 1 minute, then turn Data Collecction back on.

Kevin
 
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