Below are the steps to identify if the calls in your Multimedia queue are real or just ghost calls.
- Missed packets on the network.
- Chronicall service was restarted with calls in the queue.
Try manually transferring the call to an available agent. To do this, navigate to Realtime Displays > Group Timeline > Queued Calls.
Here should see a list of the calls in queue.
Right click on the call in question, and transfer it to an available agent you would like to take the call.
If you are unable to transfer the call in Multimedia, it is likely a ghost call that is no longer in the system. Log into the Diag tools for the Chronicall Multimedia server to see if it is an actual call in the queue.
To access the Chronicall Multimedia server diag tool, launch Internet Explorer. The diag tool can be accessed by suffixing the url /diag after the Chronicall Multimedia URL in Internet Explorer with administrator access. Log in with your administrator username and password.
Then, select Skill States.
- From here find the skill in question. In the below example, we are viewing the Support Recording Multimedia Skill Group. Below that you can see how many calls are actually in the queue there. Compare this with Queued Calls under Group Timeline above, to determine if any ghost calls are present.
If you have verified that Ghost calls are present, it is recommended to schedule a service restart after hours in the correct order - Multimedia service first, then the Chronicall Service, then the Multimedia service again.