"Ghost" calls?

Genesys Cloud Routing
1

Has anybody seen this before:

We are on G6.5 and we see callers waiting in the queue via CCPulse. There definitely are idle agents but router seems to not route any calls to the agents. Then, after some time, the calls get routed accordingly. This happens quite often but intermittently so it is difficult to reproduce.

Facts: No problems with the skill assignments or routing strategies. Most of the day everything works just fine. But every now and then we see callers in the queue (again: CCPulse) and router seems to “think” there is either no call to be routed or no idle agent even though both is the case.

Has anybody experienced this before?

Any idea?

Any solution to this?

2

We habe the same problem, but we used Hicom 350E version V2.12.1.

Now we do not have how to solve this problem. at this moment, with

make a reset of callbridge(his a program that traslate acl to csta)

What PBX do you use?

Thanks

3

We are based on Nortel Networks M1. Yesterday Genesys TechSupport (3rd level) send to us a new version of TServer and StatServer. We could not recognize the “ghost calls” anymore but will watch it closely for the next 10 days. I keep you updated.

4

Hi Ralph, Thank you for your answer, sorry but, What release new version Genesys send you?, because your problem is the same us.

Best R.

5

What version of Stat Server are you using?

We have just installed several new sites using 6.5.3xx version and to be frank, I am a little bit nervous, because we did not do a thorough testing before rolling it out. And, of course, Murphy’s law had to happen here we have already had to deal ith several new problems (like TServer crashing when an even appears regarding an unregistered DN ) and I would not be surprised if the one you mention happens at our site as well.

Were you able to identify the call flow that causes it? What did Genesys say so far regarding it?

Thanks,

Vic