CallRinging

[alamitab]

Hello guys.

CallRinging event remain blocked in CCpulse , does't matter if the agent is in ready/inbound/outbound.
A genesys solution restart will resolve this problem.
But, what could be  the cause ?

[noor_372]

can you please provide some more information what exactly is happening.

Regards

[alamitab]

This is how i see in CCPulse for an agent:
[01:46:50] Monitored
[b][01:46:50] CallRinging[/b]
[01:46:50] LoggedIn
[00:01:58] OnHook
[00:01:58] NotReadyForNextCall

This CallRinging is false. Also if is in ready or respond at phone, CallRinging remain.

Thanks.


PS: Give error if i try to upload a screenshot...

[zentek]

I suspect a stuck call. My guess is that we missed some messaging somewhere along the way.

There are a couple of ways to get that cleared, trash the DN and rebuild it in CME, use the Genesys stuck call utility or set up the T-Server options to clear them automatically after a threshold.

I would still review the StatServer / T-Server logs to understand why you go in that situation and see what can be done to avoid this scenario