Calls stuck InDialing on Key 0

[steve]

Environment Genesys 6.1 with Nortel 81C.

We experience calls stuck in ringing on our Geneys Extension and we are able to free those type of situations by calling the Genesys Extension directly. However if we have a call default and present on Key 0 and become stuck, we can not free it goes into a call indialing state.

I move the agent phone to a isolated queue in the PBX, and call the queue number. That agents answers the call on Key 0 and that seems to free it, but is there a simplier way? Anyone else experience various stuck state on both keys with a Meridian PBX?

[Vic]

Steve,

do you mean call is stuck on the hardphone itself, or in Genesys CCP?

[mj]

In CCP... I have tried deleting the objects in CME, and readd them without any success, it just comes back still stuck, but in a unknown state.

[Kevin]

We have had the same issue:
Our research (logging and tickets) has shown that the cause of this is that the agent received a call from a nonAST enabled phone, usually from the console.
While in some of the newer releases (Symposium TServer 6.5.200.08 and up) they have made coding changes to handle certain types of calls from the console (which can never be AST enabled), we have been told that this is a Nortel limitation, and the "best way" to solve it proactively is to AST enable the phones that may/will transfer calls to the call center.

You can usually resolve it the way you are doing placing a call to the extension or the PBX ACD position (by calling the queue) to trigger a new event.

There is another method of correcting it, other than placing the call, but you need to get a copy of the (unsupported) application from someone who has it.

If you have access to the public ticket search on the Genesys support site, make use of it you will find a wealth of answers...

[Arr]

Sounds like one of our problems!
Where can we get "copy of the (unsupported) application from someone who has it. "?

Is it possible to download fron internet ?

[Steve P]

We have the issue on key 1 on our Nortel sites. Can you tell me more about the unsupported fix?

[SomeoneOutThere]

Use the TestPhone application that Genesys PS uses. From the TServer logs, get the EventDialing information and generate an EventAbandoned with the info. in the EventDialing using the TestPhone.

[victor]

Use TestPhone from Genesys to generate EventAbandoned. It will clear the call.
You will need to know ConnID - the fastest way is to use TServer log.

Of, you can also do it with StatServer if your logging is set to low:

1. set StatServer log to all.
2. Run it for a few minutes
3. turn it back to whatever you were using

In statserver you can then search for your place where the call is stuck and it will show you connId attached to it. It is my understanding that statserver dumps all the connection ids periodically into a log.

If you still do not have it - try calling directly to that place - and then look in a log. Log should contain both new connid and old connid for it.
Then just use that connid to issue a EventAbandoned.

Please tell me if you need help with it.
Vic