Hello guys.
CallRinging event remain blocked in CCpulse , does’t matter if the agent is in ready/inbound/outbound.
A genesys solution restart will resolve this problem.
But, what could be the cause ?
can you please provide some more information what exactly is happening.
Regards
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This is how i see in CCPulse for an agent:
[01:46:50] Monitored
[01:46:50] CallRinging
[01:46:50] LoggedIn
[00:01:58] OnHook
[00:01:58] NotReadyForNextCall
This CallRinging is false. Also if is in ready or respond at phone, CallRinging remain.
Thanks.
PS: Give error if i try to upload a screenshot…
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I suspect a stuck call. My guess is that we missed some messaging somewhere along the way.
There are a couple of ways to get that cleared, trash the DN and rebuild it in CME, use the Genesys stuck call utility or set up the T-Server options to clear them automatically after a threshold.
I would still review the StatServer / T-Server logs to understand why you go in that situation and see what can be done to avoid this scenario