Getting all ConnID handled by URS

[Vic]

Hi, I was wondering if there is a way to get ALL ConnIDs that are currently queued in a virtual queue A, for example.

Can this be done via strategy?

[Paul]

Look in the relevant StatServer log, search for VirtualACDQueue 'VirtualQueueA'.
Under this you should see a list of all the ConnIDs currently queuing along with the time they enetered the queue.
The ConnID will be in Dec format so use the standard Windows standard calculator to convert it to Hex format if you require.

[Vic]

Yeah, that's what I am doing right now!
I wish therewas a better way! Deleting 100 calls from multiple TServer is a major pain.

[Short]

Are you having problems with stuck calls?

Consider an upgrade to TServer 7.1, which can delete stuck calls regularly.
Look in the deployment guide for "your" TServer 7.1

[Paul]

You can use the Gensys Test Phoneto do this too. Register the Q the calls are stuck in, go to the Telephony tab and you should see a list of all the calls queuing and delete from there

[Julie]

Paul can you give me more info about clearing stuck calls? I registered (on the Genesys support phone) with a test agent that had the queue I'm interested in clearing a stuck call from. I went to the telephony tab, but I don't see a list of calls in progress.

[Paul]

Hiya. Are the calls stuck in an actual ACD queue or a Virtual queue?

If its a virtual queue search your StatServer logs for a the name of the virtual queue. This will show you a list of all the ConnId's that are waiting along with the time they entered the queue. The ConnID will be in decimal format so to get the hex conn id used by TServer just use your calculator to convert it. Next you need to enter details in the Event tab of teh testphone which I'll describe below.

If its an actual acd queue use the softphone to register the queue. Then go to the Telephony Tab of the test phone. You should see a list of calls in the little 'Known Calls' window. This displays all calls currently in the queue. Highlighting the icon will display the ConnID in the 'CurrentID' field. You can check the TServer / URS logs to see which calls have been queuing for a long time. You can then either release the call in the same window or go to the Event Tab and do it from there?

The Event tab has 8 pages. You should only need to enter data in 2 pages.

On Page 1 choose the event you want to send. EventDiverted(58) is the best to choose to avoid skewering your stats.

[Paul]

Hiya. Are the calls stuck in an actual ACD queue or a Virtual queue?

If its a virtual queue search your StatServer logs for a the name of the virtual queue. This will show you a list of all the ConnId's that are waiting along with the time they entered the queue.
The ConnID will be in decimal format so to get the hex conn id used by TServer just use your calculator to convert it. Next you need to enter details in the Event tab of the testphone which I'll describe below.

If its an actual acd queue use the softphone to register the queue.
Then go to the Telephony Tab of the test phone. You should see a list of calls in the little 'Known Calls' window. This displays all calls currently in the queue with a icon of a telephone (I know this works with Nortel Meridian PABX not certain about others)
Highlighting the icon will display the ConnID in the 'CurrentID' field.
You can check the TServer / URS logs to see which calls have been queuing for a long time.
You can then Release the call by choosing the 'Release' event in the same window.
You can also use the the Event Tab as described below.

The Event tab has 8 pages. You should only need to enter data in 2 pages.

On Page 1 choose the event you want to send.
For a Virtual Queue 'EventDiverted(58)' is the best to choose to avoid skewering your stats.
For an ACD Q you can try 'EventDiverted' but 'EventReleased is the best option.
Then enter your hexadecimal ConnID in the 'ConnID' field.
Then look for the 'ThisDN' field (Page 3 on my version of the testphone). Here enter the name / number of your ACD queue / Virtual queue.
This should be all the info you need.

Now just use the 'Event' button on the testphone to send the event to the Tserver.

Hope that makes sense. Let me know how you get on.