IPCC (Contact Manager) 2 calls showing on hold / All agents "ready"

[bvnross]

Hello, I have a queue which is showing there are two calls on hold but we've got agents who are in ready status who cannot grab the calls.

Is there a way to clear?

Thank you any help is greatly appreciated.

 

[bvnross]

Correction on my verbiage. I'm still stuck in the mid 2000's. This is UCCX, thank you.

 

[whykap]

The only way is to restart the engine (outage). What version?
You will need to find the cause or it will happen again.

 

[trvlr1]

Is it possible the agents who were logged in were not assigned the skill sets to answer those particular calls?

 

[whykap]

Anything is possible. By the way you presented the issue it sounded like those were calls showing in queue indefinitely.
Can you still see those calls?