Avaya Support Forums  

Go Back   Avaya Support Forums > Enterprise PBX Communications Systems

Reply
 
Thread Tools Search this Thread Display Modes
  #1  
Old 11-08-2014, 07:03 AM
cmcdonald2 cmcdonald2 is offline
Member
 
Join Date: Feb 2012
Posts: 8
cmcdonald2 has 10 reputation points
Question Basic ACD "Ring No Answer" ????

I have an odd ACD issue that I was able to reproduce only one time although the end users state this occurs about twice a month.
Any one seen this before or know of a related patch?
I’m on a cs1000M, release 7.6.

Here’s the scenario…
I made a test call into a basic ACD queue (not AACC) and was placed in queue to wait on the next available agent.
Only one agent was logged in at the time and was already on a call.
Once an agent became idle and ready to accept the next call, I (as the caller) would hear ring back that continued on endlessly.
The idle agent phone never got the call. It's like the call went off into la la land.
After that single instance, I have yet to be able to reproduce again.
Thanks for any responses.
Reply With Quote
  #2  
Old 11-10-2014, 04:50 AM
marzahn's Avatar
marzahn marzahn is offline
Genius
 
Join Date: May 2014
Location: Among the trees in Western RI
Posts: 236
marzahn has 24 reputation pointsmarzahn has 24 reputation points
Solution Confirmed I routinely run a trace on test calls

Here's something to consider for the next time. I always open the emulator and run a trace. It is very useful in your diagnosis.
__________________
Thank you,
Bill Marzahn
Telecommunications Administrator
Neighborhood Health Plan of Rhode Island
299 Promenade Street
Providence, RI 02908-5720
401-459-6677 (Direct "Find-me" Line)
Reply With Quote
  #3  
Old 11-10-2014, 05:04 AM
cmcdonald2 cmcdonald2 is offline
Member
 
Join Date: Feb 2012
Posts: 8
cmcdonald2 has 10 reputation points
Unhappy

Thanks for the reply. After the call ended, I thought I should have kicked myself for not running a trace.
Reply With Quote
  #4  
Old 11-11-2014, 10:37 AM
marzahn's Avatar
marzahn marzahn is offline
Genius
 
Join Date: May 2014
Location: Among the trees in Western RI
Posts: 236
marzahn has 24 reputation pointsmarzahn has 24 reputation points
Unhappy I feel Your Pain

Been there a time or two myself.
__________________
Thank you,
Bill Marzahn
Telecommunications Administrator
Neighborhood Health Plan of Rhode Island
299 Promenade Street
Providence, RI 02908-5720
401-459-6677 (Direct "Find-me" Line)
Reply With Quote
Reply

Tags
acd, acd queue, acdcalls

Thread Tools Search this Thread
Search this Thread:

Advanced Search
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off

Forum Jump


All times are GMT -7. The time now is 12:27 PM.

This Forum is provided solely for the use and convenience of Avaya customers and partners. Use of the Forum is subject to the Terms and Use and Privacy Statement found at www.avaya.com. No other use is permitted. The Forum including all content posted is “AS IS” and Avaya expressly disclaims all warranties and/or guarantees as to its accuracy, reliability, usefulness, quality or non-infringement of intellectual property. Avaya reserves the right to remove any content posted on the Forum at any time and for whatever reason.

Avaya will not be liable for any content posted on this Forum, including, without limitation, any errors or omissions or for any losses or damages of any kind incurred as a result of use or reliance on any content, regardless of its origin.

You expressly understand and agree that you assume all risks associated with use or reliance on this content.