Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Kevin S on September 07, 2007, 01:08:51 PM
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We've been having an issue on our NEC switch where, after a supervisor has been monitoring an agent (or agents), they are unable to handle queue calls.
As a workaround, we've been having to delete and recreate in CME the supervisor's DNs. While this is tolerable (in concept), it doesn't help when the supervisor sees 20 calls in queue, tried to log in to help, and has to wait until she can get in touch with me and I can replace the DNs.
I've already tried upgrading the stat server (on the recommendation of Genesys) to the most recent 7.2 version; for giggles, I've had the most recent 7.5 version running in parallel, and I see the same symptoms in it (in the Capacity Snapshot).
My suspicion is that it could be the TServer; we're in the middle of migrating to 7.5 across the board, so I'm going to watch it anyway...
ANy thoughts?