Hello to all. I'm experiencing complaints from one of my call centers as they're receiving customer complaints that they are stuck in queue for long periods of time without the call ever making it to an agent. When running the CMS reports or checking this particular queue in real time, you don't see any calls being queued up for any periods of time that are out of the ordinary. The frustrating thing is that I've got 2-3 other small call centers that use these same trunks, without those type of complaints. I'm having the carrier look at the trunks, which are PRI for any anomolies. Has anymore else exerienced this type of an issue, and if so, where do I begin to look for some kind of resolution? Any help at this point will be greatly appreciated. My PBX is CM 5.2.1. Thank You.
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