Problem with queue in CCM 4.0.5

[nschreuder]

Hi all,
We have the following problem in CCM 4.0.5
In some ACD-groups Information Manager shows a call in the queue (area is red) with a wait time from sometimes more than 30 minutes, while there are no current calls (area is white). The MD says with ACCSP:GRP=xxxx; Current Delayed Calls = 0
Anybody any ideas what could be the course of this?

Thanks i.a.

 

[slash50]

Sometimes CCM misses the signal from the MD. Firstly try closing and re-opening IM, otherwise you could try stopping and starting the CCM event service on the server.

 

[nschreuder]

Thank you, Slash, but we have tried that already. We have also logged off all the agents and logged on again.
The problem excisted earlier in CCM 4.0.4. too. We even installed SP5 to solve this, but the problem keeps coming back. (MD is BC12SP6)
Some more suggestions?

 

[cuneyt2020]

Hi, we have CCM4 SP3 and this problem occurs vey frequently. and actaully i fix this by below..
1) stop ccm services
2) restart the DCTPP units on the lims seen on ACFUP command
3)Start the CCM services.

I had a topic before about CCM and this is the same case that i faced,
I think the problem is on DCTPP unit.

 

[slash50]

How is your CCM integrated with the Md? Does it use ICU or NIU connection, direct or over ethernet? I have it here on an NIU over ethernet, every so often it does exactly as you describe.

I solve it by restarting CCM event service, but it sounds like it could be quite a common problem, and possibly more prominent in BC12 (which we are getting next year)

 

[nschreuder]

Cuneyt2020,
Can you post the thread-number of your topic. I can't find it on Tek-tips.

Slash50,
We have, same as you, on a NIU over ethernet. Restarting CCM Event Service has the disadvantage of losing all our 122 agents out of CCM so that we have to block and re-open all of them. (We have to do this by ourself because the employees are not capable to do it. I know, that's our own fault, it's a matter of education. But telephony isn't their main task so they'll never learn it.)

 

[cuneyt2020]

Hi
thread806-1156557 is the problem we faced mostly, but it consists the problem of yours. And in fact i think it's not the CCM server problem , it's MIS problem in MD110 so the problem is on DCTPP (Also DCTAP restart may fix the problem but it effects to CTI system, so first of all trying to rfpui DCTPP should be the first way)

As it's not the solution to restart CCM services, it's not CCM 's problem and probably MD110's bug