Phantom Calls in CCR

[Dangigem]

I had really hoped this died along with CCC. IP 500 v2 6.0.8, CCR 1.2.2.78. Customer says the wallboard and view shows phantom calls waiting and the Current Wait timer will continue to increment when there are no calls waiting. The latter appears to continue until the last call that was waiting (and answered) is completed and disconnects - whereby the counter returns to zero. All at random of course. Anyone else seeing CCR gremlins?
Danny

 

[MandyDroid]

Does your customer park and transfer calls? I had the same problem and then had Avaya write a fix for it -- before they started charging for escalated repairs.

Avaya, Panasonic, Polycom, APC, MCP, A+
##################################
"When I was a child, I spoke like a child, I thought like a child, I reasoned like a child.
When I became a man, I gave up childish ways.

 

[MandyDroid]

Now I have the same problem occuring in CCR due to a SCN but that is a different issue all together.

Avaya, Panasonic, Polycom, APC, MCP, A+
##################################
"When I was a child, I spoke like a child, I thought like a child, I reasoned like a child.
When I became a man, I gave up childish ways.

 

[jamie77]

We have one where it showed 1 call waiting that didn't exist. Also seeing some huge queue times on done calls, and as said above if you drill reports down on the calls, it has been held on an agent phone. Not sure why this should count in the wait time though but it is in theamual somewhere.

Jamie Green

Football is not a matter of life and death-It is far more important!!!!

 

[tlpeter]

Sound like this to me:

CQ97264 CCR - Call Waiting & Current Wait Time are shown incorrectly when Park is used by any user on the system. 1.1.2.3 SP_RELEASE_2Q10_CCR 4-Proven 1.1.2.12
CQ97281 [Core MRDB00043160]CCR - Current Wait Time continues to increment when a queued call is answered in the overflowed group 1.1.2.3 SP_RELEASE_2Q10_CCR 4-Proven 1.1.2.15


Homo sapiens non urinat in ventum

honey, i fried the IP Office !!!

 

[intrigrant]

If you had "ghost" calls waiting in CCC then you have a problem in the way the call center is programmed, if you have the same with CCR then the problem is obviously still there.
I have seen calls to get stuck in the queue on CCV and wallboard if a call is forwarded to a non CCC group or the call is answered by call pickup by a non CCC agent while a CCC group queue message is played by VM.

 

[intrigrant]

Sometimes i press a wrong key ( on my computer i mean )

 

[Dangigem]

Thanks for the replies. The issue does sound like tlpeter mentioned - CQ97264...the company uses Park slots extensively. The Queues do not overflow - eliminating CQ97281.
intrigrant - the "ghost" calls in CCC was a reference to prior customer issues I have seen dating back to 2002 involving phantom call waitings - one customer named him "Elvis" as he appeared often enough they could recognize the anomaly by checking the Group button.
The current issue for CCR didn't appear when they were on CCC.
Danny
Texas