Prairiefyre - CCM Queue Now Calls Waiting issue

[fcutler]

 Hello,

I am having an issue where question marks are appearing in the Calls Waiting column for two ACD queues in the Queue Now window of Contact Center Client Enterprise Edition.

We are running CCM version 5.3.11137.2 and using a Mitel 3300 ICP controller. This is a recent issue that started happening last Friday, seemingly after the server shut down unexpectedly (due to a flaky UPS). Both the server hosting CCM and the 3300 have been rebooted yet still these two queues are not showing statistics in the Calls Waiting columns. All other columns are displaying and updating information for these queues.

I ran the ACD Inspector and selected Queue Stats under Queue Event. There were no results displayed though and at this point I'm not sure where to turn.

Has anybody seen this before or have any ideas?

Thanks in advance.

[boycey9]

Sounds like ACD Real time events are turned off on the Mitel

[fcutler]

Hmm, where do I check that? I'm new to all of this so am unfamiliar with many things.

[fcutler]

That was it, I found the setting in the ACD path. Thank you boycey9, I appreciate it.

Very strange this happening, I do not recall being in there changing anything at all.

[v2win]

What release is your 3300?

If I remember correctly there was a release of 4 or maybe 5 that didn't refresh the ACD Path page correctly and when you made a change on one entry it changed something else on the page. It drove us crazy until support confirmed the issue.

[fcutler]

It is release 4.1 and ready to be upgraded.

[kvnmiss]

Fcutler,

Boycey9 directed you in the right direction. These are common issues if some of prairieFyre's "golden rules" settings are not met. Attached is a spreadsheet with all the 3300 settings that should be configured in order to accurately report on the incoming/outgoing traffic along with other settings that could prevent any real-time/reporting issues.

Cheers,

Kevin M.
prairieFyre Software Inc.