Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: New... on June 16, 2011, 08:51:41 AM

Title: CCPulse stats getting stuck
Post by: New... on June 16, 2011, 08:51:41 AM

Hi,

CCPulse is showing calls waiting in queue but while calling the IVR - the queue number is not getting played and transferring the call to agent without waiting in queue. In the URS log, we are seeing eventreserved_2.

clear stuck call is given as true and call kpl time is mentioned as 60 sec. Any other pointers to check?

The issue is getting resolved only after restarting stat server and URS server :( URS is running in hot standby mode.

Title: Re: CCPulse stats getting stuck
Post by: René on June 22, 2011, 02:29:31 PM

Hi,

Please check that EventReserved_2 event was delivered to Stat Server. If it isn't then Stat Server is unable to determine stuck calls.

It might be possible to remove stuck calls from VQ using softphone that allows you generating EventDiverted event. However, you should not connection id to do this.

R.

Title: Re: CCPulse stats getting stuck
Post by: New... on June 24, 2011, 04:24:15 AM

Thanks, Rene. Eventreserved_2 is being sent to Stat Server. As of now, we are doing restart of URS and Stat Server to clear the stuck calls :(