Phantom Symposium Calls problem

[tonyrico]

Hi,
61C with Call Pilot, SCCS 5.0 and Web Client 4.5

For some reason I have what "appears" to be two calls that were routed from two different applications to the same skillset that are hung up. They have been pegging time since yesterday morning in real time, but yet they are not real calls. I know this because new calls are answered and are not blocked by these "calls" being in front of them. And, these two calls cannot be picked up by an available agent. This is day two.

They show up in the web client real time display and in the SMI workbench real time display, so it is not a web client specific problem, of which we have had many.

Interestingly enough they do not show up on the Agents Desktop Display on our individual rep's monitors, and they do not show up on the historical reports.

I won't deny that there could be a hole in the scripts that I need to plug, but these scripts and skillset have been in operation for about 6 months now, so nothing is new or recently changed and this is a first time occurance.

For now I just need to get these two off the screens so we can keep tabs on our performance.

Any ideas out there????

thanks, tonyrico

 

[yyrkroon]

on the SCCS server, run pscan from START->RUN or search for pscan and doubleclick on the executable. Make sure those 2 calls are there, highlight them and click on clear.

You'll see other calls there, but your 2 problem calls will have massive amount of time pegged against them.

the other alternative is to reboot the SCCS.

note: the 1st time you run pscan, it will ask you for a password, put any password you want in the field, this will be your password for access to pscan from this point on.

 

[SympCP]

Another way of getting rid of these calls, although, not the best, is to de-acquire and re-acquire the CDN.