KB40213: IVQ queued calls in real time monitor appear in wrong order

PROBLEM

Calls displayed in the "Queued Calls" window of the IVQ real time monitor may appear in the wrong order (position in queue) when abandoned calls have occurred.

SYMPTOMS

The order of queued calls in the Interactive Visual Queue monitor is incorrect.

Example:

• Start the Contact Center Client and login.
• Open an Interactive Visual Queue real time monitor on queue.
• Ensure that queue has no agents available for ACD calls, so the calls remain in the queue.
• Place calls from 3 extensions ("Ext1", "Ext2", and "Ext3"), in that order, into a queue.
• Wait 30 seconds, then hang up "Ext2" (abandon call).
• The calls from "Ext1" and "Ext3" should now appear in positions 1 and 2 respectively.
• Place a call from extension "Ext4" into queue.
• The call from "Ext4" now shows between the calls from "Ext1" and "Ext3" (in position 2), but it should appear at the end of the list (in position 3).

CAUSE

This is caused by an error in the client side code, resulting from the Abandoned Calls window in the IVQ monitor.

WORKAROUND

None.

RESOLUTION

This hotfix has been included in all subsequent software versions.  For our latest software and updates, please go to www.mitel.com .

If you have a business need for this hotfix and are unable to update to a supported software version, please contact Customer Support for assistance.

APPLIES TO

CCM version 5.7 SP1

Keywords: 40213