CMS,Call Management System,CM,Communication Manager: Pause status is not being reported.

Doc ID		SOLN293694
Version:		1.0
Status:		Published
Published date:		28 Jul 2016

Author:

Cristiano Souza

Details

CMS R14 and higher.

Problem Clarification

Customer complains that pause state are not being showed in CMS reports despedite the fact the agents dial the pause code in Communication Manager.

Cause

No trouble found.It was tested with customer and we could see the pauses being sent from CM to CMS in spilog.Besides, real time and historical reports in CMS showed the pauses.One user told us that maybe be they were using another report, external to CMS.

Solution

No trouble found with CMS.They must check with users if they were really taking reports from CMS or other sources.To ensure pause is being properly reported:

1) Ask an agent to dial a pause and check in CM( monitor bcms skill x), Real time report for the skill and historical report for the skill.Besides, spi.log can be checked to see the pause sent by CM.From CMS console, go to /cms/pbx/acdx , where x is the acd link number.Check the spi.log file.Something like the following should assure the pause is being sent:

-> AUX20 AUX :40 pos x96346 rc 3 size 5 msgseq 1290581535

# ag 96346 ext 18322 AUX 248=x 38=x

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