Overview

Clearing Stuck Calls in CyDesk

Stuck calls are calls that are no longer active on the PABX but for various reasons are still believed to be in progress. Often this will be reported by customers as “Calls are not dropping onto the Agents”.

Typical reasons are network faults in the HMP layer, TAPI or CTI communications failures and occasional faults in CyDesk. If this happens regularly it is best to raise an issue with CyTrack Support.

Such calls can cause issues because CyDesk Server still thinks the call is active on an agent or active on a Queue and waiting to be offered to an agent. In the latter case this non-existent call will prevent subsequent queued calls from being offered to Available agents.

For the latter case, the solution is to identify the call and clear it from the system.

Clearing Stuck Calls on the Queue

Typically these calls will be in the list of calls below the Agents in CyDesk Manager’s Queue view, and appear to be remaining much longer than they should. This is usually accompanied by an unusually long Drn (Duration) time.

Open

Note the details of the call, and navigate in CyDesk Manager to the Announcement Ports and look for the call. Expand the active ports if necessary.

Once you find the call, right click on the port and press Clear Call from System.

Open

Return to viewing the Queue and check that the remaining calls are now dropping onto the agents.

Resetting Ports

Sometimes the Announcement port itself may appear to not be handling calls. This may show as any calls that seem to arrive on that port not being handled properly.

Rather than needing to restart the whole HMP Server service and affecting other calls being handled properly, you can reset a single port.

Right click on the Port and press Reset Port.

Clearing Calls on Extensions

Occasionally an agent will report they are on a call, or showing as busy, but they are not actually on a call and they cannot return to Available, even after logging off and then back on.

This may be a case where CyTrack still thinks the extension is involved in a call but the call has actually been ended. Often for similar reasons as given earlier.

In this case, once you confirm there is no actual call on that extension, locate the extension in the Extensions view, right click and press Clear Call from System.

Avaya Cloud Office Sites

This is specific to sites hosted in CyTrack’s Avaya Cloud Office (ACO) hosted sites.

With ACO we also have another option, Reset all calls this device.

It only applies to ACO and clears out any objects in the ACO Connector memory for that extension even if they aren’t showing in CyDesk Manager for any reason.