Hi all,

we have an issue about 1 agent cannot receive queue call. this agent skill has highest priority and all the queue call will be distributed to her first. however, since few days ago, she didn't have queue call alert, but other lower skill priority agent can.

- checked the agent status in queue activity, she is "On Queue" in the affected moment.
- tried ask her logout ,close browser and reopen browser
- already tried inactive her and re-active her
- restarted her phone, and tested her phone is work fine, it can be dial out and dial in directly

is there any place i can check? or any suggest action need to take?
#Routing(ACD/IVR)

------------------------------
Peter Leong
ITApps Limited
------------------------------

I would check the Performance>Queues Activity view, drill down to her agent details page, and see if she has an active interaction showing. Maybe she still has one waiting for the Wrap-up code to be entered.

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 09-13-2019 02:03
From: Peter Leong
Subject: Agent cannot receive queue call

Hi all,

we have an issue about 1 agent cannot receive queue call. this agent skill has highest priority and all the queue call will be distributed to her first. however, since few days ago, she didn't have queue call alert, but other lower skill priority agent can.

- checked the agent status in queue activity, she is "On Queue" in the affected moment.
- tried ask her logout ,close browser and reopen browser
- already tried inactive her and re-active her
- restarted her phone, and tested her phone is work fine, it can be dial out and dial in directly

is there any place i can check? or any suggest action need to take?
#Routing(ACD/IVR)

------------------------------
Peter Leong
ITApps Limited
------------------------------

Hi Peter,

¿Did you resolve this issue? I have the same issue. I had to create another user, so the agent can work.

I also did everything that you did and checked the queues activity, she was 'On Queue' and didn't have any active interaction.

Thanks.
Lux

------------------------------
Lucero Estrada
Nekotec Tecnologia, S.A. de C.V.
------------------------------

Original Message:
Sent: 09-13-2019 02:03
From: Peter Leong
Subject: Agent cannot receive queue call

Hi all,

we have an issue about 1 agent cannot receive queue call. this agent skill has highest priority and all the queue call will be distributed to her first. however, since few days ago, she didn't have queue call alert, but other lower skill priority agent can.

- checked the agent status in queue activity, she is "On Queue" in the affected moment.
- tried ask her logout ,close browser and reopen browser
- already tried inactive her and re-active her
- restarted her phone, and tested her phone is work fine, it can be dial out and dial in directly

is there any place i can check? or any suggest action need to take?
#Routing(ACD/IVR)

------------------------------
Peter Leong
ITApps Limited
------------------------------

Hi Lucero,

This usually occurs when there is a stuck interaction, the support team can easily find and disconnect them.

In the Interactions view you can filter all the interactions of this agent and have a look on his last ACD call. If the call is still active you can try to disconnect it. (Admin>Routing>Disconnect Interactions)

------------------------------
Paulo Mesquita
Spark NZ Trading
------------------------------

Original Message:
Sent: 04-10-2020 07:52
From: Lucero Estrada
Subject: Agent cannot receive queue call

Hi Peter,

¿Did you resolve this issue? I have the same issue. I had to create another user, so the agent can work.

I also did everything that you did and checked the queues activity, she was 'On Queue' and didn't have any active interaction.

Thanks.
Lux

------------------------------
Lucero Estrada
Nekotec Tecnologia, S.A. de C.V.

Original Message:
Sent: 09-13-2019 02:03
From: Peter Leong
Subject: Agent cannot receive queue call

Hi all,

we have an issue about 1 agent cannot receive queue call. this agent skill has highest priority and all the queue call will be distributed to her first. however, since few days ago, she didn't have queue call alert, but other lower skill priority agent can.

- checked the agent status in queue activity, she is "On Queue" in the affected moment.
- tried ask her logout ,close browser and reopen browser
- already tried inactive her and re-active her
- restarted her phone, and tested her phone is work fine, it can be dial out and dial in directly

is there any place i can check? or any suggest action need to take?
#Routing(ACD/IVR)

------------------------------
Peter Leong
ITApps Limited
------------------------------

Another tip...make sure you set the date/time range to show the current week, at least. If an interaction started on a previous day, it will not show up in the Interactions list if you are only looking at Today.

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 04-10-2020 08:23
From: Paulo Mesquita
Subject: Agent cannot receive queue call

Hi Lucero,

This usually occurs when there is a stuck interaction, the support team can easily find and disconnect them.

In the Interactions view you can filter all the interactions of this agent and have a look on his last ACD call. If the call is still active you can try to disconnect it. (Admin>Routing>Disconnect Interactions)

------------------------------
Paulo Mesquita
Spark NZ Trading

Original Message:
Sent: 04-10-2020 07:52
From: Lucero Estrada
Subject: Agent cannot receive queue call

Hi Peter,

¿Did you resolve this issue? I have the same issue. I had to create another user, so the agent can work.

I also did everything that you did and checked the queues activity, she was 'On Queue' and didn't have any active interaction.

Thanks.
Lux

------------------------------
Lucero Estrada
Nekotec Tecnologia, S.A. de C.V.

Original Message:
Sent: 09-13-2019 02:03
From: Peter Leong
Subject: Agent cannot receive queue call

Hi all,

we have an issue about 1 agent cannot receive queue call. this agent skill has highest priority and all the queue call will be distributed to her first. however, since few days ago, she didn't have queue call alert, but other lower skill priority agent can.

- checked the agent status in queue activity, she is "On Queue" in the affected moment.
- tried ask her logout ,close browser and reopen browser
- already tried inactive her and re-active her
- restarted her phone, and tested her phone is work fine, it can be dial out and dial in directly

is there any place i can check? or any suggest action need to take?
#Routing(ACD/IVR)

------------------------------
Peter Leong
ITApps Limited
------------------------------

Hi,

Thank you Paulo and George. I did everything you told me but I couldn't see any stuck Interaction, so I have to open a case. They told me that they have an API that they uses in these cases and the clients  doesn't have access :P   They can't share images either.

I asked if they can give us the ID from the interction that got stuck. I hope that at least they can give us that. 

I think something as simple as that should be solved by us. The support team took 1 day to answer. 

Regards,
Lucero

------------------------------
Lucero Estrada
Nekotec Tecnologia, S.A. de C.V.
------------------------------

Original Message:
Sent: 04-10-2020 15:16
From: George Ganahl
Subject: Agent cannot receive queue call

Another tip...make sure you set the date/time range to show the current week, at least. If an interaction started on a previous day, it will not show up in the Interactions list if you are only looking at Today.

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 04-10-2020 08:23
From: Paulo Mesquita
Subject: Agent cannot receive queue call

Hi Lucero,

This usually occurs when there is a stuck interaction, the support team can easily find and disconnect them.

In the Interactions view you can filter all the interactions of this agent and have a look on his last ACD call. If the call is still active you can try to disconnect it. (Admin>Routing>Disconnect Interactions)

------------------------------
Paulo Mesquita
Spark NZ Trading

Original Message:
Sent: 04-10-2020 07:52
From: Lucero Estrada
Subject: Agent cannot receive queue call

Hi Peter,

¿Did you resolve this issue? I have the same issue. I had to create another user, so the agent can work.

I also did everything that you did and checked the queues activity, she was 'On Queue' and didn't have any active interaction.

Thanks.
Lux

------------------------------
Lucero Estrada
Nekotec Tecnologia, S.A. de C.V.

Original Message:
Sent: 09-13-2019 02:03
From: Peter Leong
Subject: Agent cannot receive queue call

Hi all,

we have an issue about 1 agent cannot receive queue call. this agent skill has highest priority and all the queue call will be distributed to her first. however, since few days ago, she didn't have queue call alert, but other lower skill priority agent can.

- checked the agent status in queue activity, she is "On Queue" in the affected moment.
- tried ask her logout ,close browser and reopen browser
- already tried inactive her and re-active her
- restarted her phone, and tested her phone is work fine, it can be dial out and dial in directly

is there any place i can check? or any suggest action need to take?
#Routing(ACD/IVR)

------------------------------
Peter Leong
ITApps Limited
------------------------------

Hi Lucero,

The API endpoint to check stuck interactions is not available in the public API.

I always try to use the right case classification "Stuck Interactions", but sometimes it just take too long (1 or 2 days)

------------------------------
Paulo Mesquita
Spark NZ Trading
------------------------------

Original Message:
Sent: 04-13-2020 14:00
From: Lucero Estrada
Subject: Agent cannot receive queue call

Hi,

Thank you Paulo and George. I did everything you told me but I couldn't see any stuck Interaction, so I have to open a case. They told me that they have an API that they uses in these cases and the clients  doesn't have access :P   They can't share images either.

I asked if they can give us the ID from the interction that got stuck. I hope that at least they can give us that.

I think something as simple as that should be solved by us. The support team took 1 day to answer.

Regards,
Lucero

------------------------------
Lucero Estrada
Nekotec Tecnologia, S.A. de C.V.

Original Message:
Sent: 04-10-2020 15:16
From: George Ganahl
Subject: Agent cannot receive queue call

Another tip...make sure you set the date/time range to show the current week, at least. If an interaction started on a previous day, it will not show up in the Interactions list if you are only looking at Today.

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 04-10-2020 08:23
From: Paulo Mesquita
Subject: Agent cannot receive queue call

Hi Lucero,

This usually occurs when there is a stuck interaction, the support team can easily find and disconnect them.

In the Interactions view you can filter all the interactions of this agent and have a look on his last ACD call. If the call is still active you can try to disconnect it. (Admin>Routing>Disconnect Interactions)

------------------------------
Paulo Mesquita
Spark NZ Trading

Original Message:
Sent: 04-10-2020 07:52
From: Lucero Estrada
Subject: Agent cannot receive queue call

Hi Peter,

¿Did you resolve this issue? I have the same issue. I had to create another user, so the agent can work.

I also did everything that you did and checked the queues activity, she was 'On Queue' and didn't have any active interaction.

Thanks.
Lux

------------------------------
Lucero Estrada
Nekotec Tecnologia, S.A. de C.V.

Original Message:
Sent: 09-13-2019 02:03
From: Peter Leong
Subject: Agent cannot receive queue call

Hi all,

we have an issue about 1 agent cannot receive queue call. this agent skill has highest priority and all the queue call will be distributed to her first. however, since few days ago, she didn't have queue call alert, but other lower skill priority agent can.

- checked the agent status in queue activity, she is "On Queue" in the affected moment.
- tried ask her logout ,close browser and reopen browser
- already tried inactive her and re-active her
- restarted her phone, and tested her phone is work fine, it can be dial out and dial in directly

is there any place i can check? or any suggest action need to take?
#Routing(ACD/IVR)

------------------------------
Peter Leong
ITApps Limited
------------------------------

Hi Lucero,

sorry, just back from holiday and may be cannot help you, i checked my record, this case was so lucky resolved automatically and should be not related to stuck interaction (because i have another stuck interaction experience, it didn't like that).

from my purecloud support conversation, it may caused by some phone settings. but somehow i haven't changed anything and the issue was resolved.

i think the only way to get it resolved is from PureCloud support, but may need a long time...

------------------------------
Peter Leong
ITApps Limited
------------------------------

Original Message:
Sent: 04-10-2020 07:52
From: Lucero Estrada
Subject: Agent cannot receive queue call

Hi Peter,

¿Did you resolve this issue? I have the same issue. I had to create another user, so the agent can work.

I also did everything that you did and checked the queues activity, she was 'On Queue' and didn't have any active interaction.

Thanks.
Lux

------------------------------
Lucero Estrada
Nekotec Tecnologia, S.A. de C.V.

Original Message:
Sent: 09-13-2019 02:03
From: Peter Leong
Subject: Agent cannot receive queue call

Hi all,

we have an issue about 1 agent cannot receive queue call. this agent skill has highest priority and all the queue call will be distributed to her first. however, since few days ago, she didn't have queue call alert, but other lower skill priority agent can.

- checked the agent status in queue activity, she is "On Queue" in the affected moment.
- tried ask her logout ,close browser and reopen browser
- already tried inactive her and re-active her
- restarted her phone, and tested her phone is work fine, it can be dial out and dial in directly

is there any place i can check? or any suggest action need to take?
#Routing(ACD/IVR)

------------------------------
Peter Leong
ITApps Limited
------------------------------