Callers stay in queue

[erik1980]

We have a problem with a 406 version 3.2 (54)
They are complaining bout the following problem.

Callers stay in the queue. The agents are free, logged onto the hunt group and the wrap up time is expired. So they are ready to receive calls from the huntgroup.
There are no call forwards or DND activated.

We use Voicemail Pro for the queue. Everything is working perfect. A couple of times a day (random) we have this problem. A few minutes later and everything is working fine. I have set out a trace and monitored everything for about 3 hours but I cannot find something.
We rebooted the system several times

Is there anybody who has a simunlair problem??

 

[IPOUK]

seen it before - within the queued still queued in VM Pro, have a transfer going to $ACD - that should sort the prob out

 

[erik1980]

How to do that??
Now we have a transfer to the hunt group (e.g 513)

 

[ThePhoneMn]

erik1980: replace 513 with $ACD

 

[erik1980]

Do I need the transfer action after the queue text?. Beacause at another site we have only a start point followed by the queue position action. We do not use the transfer. Is that causing problems??

 

[KaztarT]

So I have the same problem.I think it is not about the version.Because I have this problem with 3.1.48/3.1.56/3.1.65 and also at 3.2.53/54.The issue is the same as yours.I have Queu and still qued messages and it becomes lik eyou describe.If any idea I will be glad to hearing.And lastly when I take the grup from queing(by unchecking the queu option from manager) the calls go to the group correctly.When I restart the system and VMPRO everything becomes OK.

 

[JeSTeROCK]

Simple method for queuenig setup in voicemail pro

Group

Queued Start Point--->Queue Message---->Transfer the $ACD

Still Queued is the same as Queued

I recommend finishing off the call flow with a transfer

 

[KaztarT]

So is there be a problem about queu positions for such solution I am not sure.I will try it ...but in documentation it is advised not to use something after queu messages.

 

[intrigrant]

The $ACD is a ancient option,leave the call flow open.
Do not use a transfer back into the queue.

 

[erik1980]

OK so there isn't a solution for my problem?? Because I haven't programmed a transfer after the queue text.

You advise not to do it but can i try someting else??

 

[intrigrant]

Some of my cust have the same problem, seems to be a bug....

 

[JeSTeROCK]

Can anyone give me a reason not to transfer to $ACD.

You have nothing to lose, try it. I use it for many customers with no complaints.

 

[IPOUK]

I never used to bother with it - but when we had the same problem, our disti told us we MUST use $ACD - I thought it was old, but put it in anyway - I must admit a client has called in about the problem recently but I think it sorted itself out and the haven't called back.

It is definitely a problem as it's been happening on a lot of versions. I think Avaya need to clarify exactly what should be in the Queued and Still Queued Start points

 

[jinxs]

I have the same issue running the newest version 3.2.54. I just added the $ACD option today so I will let you know if I get a call back.

 

[KaztarT]

Also I have the CCC at the same site.So I dont know if I will have problems about the reports when I add the transfer at the queu..Any ideas?

 

[KaztarT]

Any ideas?

 

[KaztarT]

So we couldnt solve th eproblem yet?Any ideas pls?

 

[Gibsonic]

Upgrade to 3.2.55 or 3.2.57?

 

[intrigrant]

Calls stuck in queue has another source.

Calls transferred into the group from a user which has te transfer return timer enabled can cause calls to get stuck in queue.
Members of the group which has enabled a divert on busy back into the huntgroup can cause calls to get stuck in queue.
Once a call is stuck in a queue any new call wil be put behind the hanging call and will not be presented to the group members.

Solution:
The first happens mostly if a operator do blind transfers to a group, if the call stays in the queue after the transfer return timer of the operator expires then the call goes back to the operator but at the same time this call gets stuck in the queue. The call in the queue is not a real call but it will lock-up the group.

This is an existing issue in IPO for a long time but it should be fixed in the latest versions 3.2 and 4.0