Calls stuck on queue

[mastromitsos]

Hello all , i have a problem with a call center who is receiving calls from a customer site via ISDN Tie lines .
The call center some times experiences calls that remain on queue without being routed to Agents for several minutes thus worsening the CMS report output .
On my trunks i use disconnect supervision both ways .

Any suggestions ?
Thanks in advance .

 

[simreal]

Is this an IP system? If there is a problem with the MedPro ports Communications Manager cant allocate DSPs to new calls comming into the port network. Those calls will just sit in que waiting for an available DSP to be assigned.

This problem only occurs when the Avaya needs to take TDM messages and route them via IP to another endpoint.

 

[nickd87]

Does an actual customer eventually come through? Or is it more of a phantom call situation?

If you indeed have a customer waiting in queue for no reason I think you need to worry more about that than the CMS reports...

Check your denial event's for "Cant connect idle agent" events. Can you easily replicate the problem? If you are in an IP setup, are you running out of BW? Are you using IGAR?

 

[mastromitsos]

Thank you all , i'll check and give feed back