Call stuck in Call inbound state for more that 10hours.

Genesys Cloud Routing
1

Hi All,

I am new to Genesys and in CCPulse i found that the user status is showing as Callinbound eventhough the user is in available state.
I tried to release that Stuck connection id using the ‘EventRelease’ event, but no progress.

Can anyone help me on this.

Thanks,
ashok

2

Ok, chances are it is a ghost-call…

But, to make sure, check this:

  1. what PBX and Genesys versions are you using (especially Statserver and URS)
  2. do you have check-stuck-calls = true? (but this function does not work for calls stuck in VQ)
  3. Check if there were any “client Disconnected” in your T-Server log or Statserver log which would indicate that statserver dropped its connection with Tserver
  4. are you sure it is not a CCP problem? To check - enable Statserver log to all, and let it run for about 5 minutes (beware of the load!!!) Turn off the log and then look in your statserver logs… You are looking for a list of connIds queued for your queue, so just search for that queue name… IF there are any calls in it, you should see a ConnID associated with it.
  5. when you tried to release this call, how did you find the connID?

Can you trace the call in TServer and URS logs and see what happened to it?

3

Thanks for your help. Really appreciated!

Great forum , which is so helpful.

Thanks to all.

4

How can you clear a ghost call stuck in a VQ?

5

There are several ways you can do it.

The easiest one is to use Genesys desktop tool and issued an EventAbandoned with ConnID = of the call that is stuck, ThisQueue, ThisDN = VQ.
You also will need to make up OtherDN = anything here , ThisDNRole = 1 , OtherDNRole=2, CallID (anything really)

To find ConnID - you will need to check in StatServerlog and see which connid is in that VQ (it has “since” next to it that shows the time when it first entered, so, it will stand out lke a sore from all the other calls in that queue because its Since will be much earlier than the rest). Or you can check URS and see what it is.

With Genesys 7.2, you still can have calls stuck in queue, even with check-stuck-calls = true.

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