Double Pegging requeues, reporting them as interflows as well

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Double Pegging requeues, reporting them as interflows as well


Article ID: 51464 - Last Review: , April 10th, 2012

PROBLEM

Queue reports will double peg some requeues as both a requeue and an interflow at the same time.



SYMPTOMS

In raw SMDR data you will see a R record for the requeue as well as an I record for an interflow. 



CAUSE

If an agent is logged out due to not answering the ACD call withing the timeframe programmed in their COS, SMDR records are created for the requeue as well as an interflow against the IP trunks.  This causes a reporting discrepancy within the prairieFyre software. 



RESOLUTION

There are two options to correct this issue, both are PBX related:

1. apply Call Control Relink CC_40.2.2.7_SP8 

2. upgrade to 10.2.2.21 or later


APPLIES TO

5.x, 6.0 

Keywords: Double Peg SMDR Requeue Interflow MCD



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Details
Last Modified:Tuesday, April 10, 2012
Last Modified By: amontpetit
Type: FIX
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