Hello,
I have had this happen twice and it seems to fix itself. I am running a fully up to date 15.5 with about 6 call center queue's and I have a Call Flow app to route calls to the queues based on business hours and lunch times. I have a Queue setup as a routing queue that sends calls to the individual queues based on the DID.
The routing queue seems to work ok, but then i update the call flow app and a number of things happen at the same time.
1. The music on hold plays instead of the custom intro greeting. It also stutters, it progresses but it plays about .75 seconds, pauses, plays the next .75 seconds etc.etc. etc.
2. The press 2 to callback doesnt seem to process
3. the Abandoned call number skyrockets (9000 in an hour 15. Maybe 100 real calls total)
4. I re-route the calls away from my routing queue, directly to their queue. It doesnt seem to make a change. still the same symptoms
5. Watching the Queue Manager screen shows the calls Cycling between queues and ring group
6. the calls are answerable
7. The problem goes away. It took a little over an hour and it all went back to normal. all the queues started answering with the Intro and the abandoned calls started working as expected.
All of my queues have a custom intro greeting which isnt playing when this happens. I am not touching it when it resolves itself. I am in the process of completing all of my DIDs porting into my SIP provider (SIPTrunk). They are almost finished. The Queues also each have an associated ring group for when then call falls out of the time out period. We try not to take voicemail messages. When the cycling happens that is what it looks like it happening Q > RG > Q, rapidly. The time out of the Queue is at least 5 minutes.
The system is running under Hyper-V with significant resources. I have about 100 extensions with a dozen or less calls usually active.
Thank you for the help
I have had this happen twice and it seems to fix itself. I am running a fully up to date 15.5 with about 6 call center queue's and I have a Call Flow app to route calls to the queues based on business hours and lunch times. I have a Queue setup as a routing queue that sends calls to the individual queues based on the DID.
The routing queue seems to work ok, but then i update the call flow app and a number of things happen at the same time.
1. The music on hold plays instead of the custom intro greeting. It also stutters, it progresses but it plays about .75 seconds, pauses, plays the next .75 seconds etc.etc. etc.
2. The press 2 to callback doesnt seem to process
3. the Abandoned call number skyrockets (9000 in an hour 15. Maybe 100 real calls total)
4. I re-route the calls away from my routing queue, directly to their queue. It doesnt seem to make a change. still the same symptoms
5. Watching the Queue Manager screen shows the calls Cycling between queues and ring group
6. the calls are answerable
7. The problem goes away. It took a little over an hour and it all went back to normal. all the queues started answering with the Intro and the abandoned calls started working as expected.
All of my queues have a custom intro greeting which isnt playing when this happens. I am not touching it when it resolves itself. I am in the process of completing all of my DIDs porting into my SIP provider (SIPTrunk). They are almost finished. The Queues also each have an associated ring group for when then call falls out of the time out period. We try not to take voicemail messages. When the cycling happens that is what it looks like it happening Q > RG > Q, rapidly. The time out of the Queue is at least 5 minutes.
The system is running under Hyper-V with significant resources. I have about 100 extensions with a dozen or less calls usually active.
Thank you for the help
