calls stuck in queue with available agents

[stevea2Z]

Hi,

Anyone has an idea on this issue. A Call is being queued and even when there is an agent becoming free, the call stays in the queue. Sometimes even for 22 minutes before going to the agent.
What am I missing ?

Thanks

 

[janni78]

There are several different issues regarding this, depends on where you're looking.

I have one issue were call gets stuck in Queue list element, but this call is actually not active in the IPO.
Then there an issue where this is also shown as a call in the Topic longest waiting.

"Trying is the first step to failure..." - Homer

 

[stevea2Z]

Hi, the call is shown in the real-time reports as queued, and the counter keeps going on. I have agents available but they don't receive the call. It's not with every call. So I guess i can exclude counters.

 

[janni78]

If you look in System Status is there an actual call in the system?

"Trying is the first step to failure..." - Homer

 

[stevea2Z]

Yes the call is shown in System Status, in the user interface all agents can see the queue, but they can't pickup or receive the call

 

[janni78]

What version are you on?

I haven't come to the bottom of this issue myself since it doesn't happen that often, but Avaya needs to look into it unless there is something in your Task Flows that can explain it.

"Trying is the first step to failure..." - Homer