Overview
You notice that calls are stuck in the system: Time in Queue is very high for a given queue, eg: GeneralAlarm AG Q. Alarm Device calls like these should be there only for a few seconds.
Solution
Contact our Support Team with the name of the impacted queue (eg: GeneralAlarm AG Q) and if possible the call ID for us to kill the call that is stuck. Please, always provide verbal approval to remove that call from the queue, otherwise, our agents will have to get back to you asking for confirmation before being able to proceed.
<supportagent>
To kill the call stuck in a queue:
IMPORTANT: Before proceeding with killing the call stuck in the queue, check the message from the customer. If they are specifically approving that you can delete that call from the system go ahead with the below process and delete it. Otherwise, please ask for a clear approval first. This is to ensure that they have already acted upon that alert and that it won't disappear before it has been handled on their end.
There are two CDS servers in two data centers (Acton and Slough). You will need to execute the following instructions on both servers.
Depending on the customer select which CDS Servers you will connect to using RDP and your HSEU credentials. See the Volt Delta UK Server Information article for information on server addresses. It is recommended that you connect to the IP of the cluster, to ensure that you connect to the current primary node.
Possible issue: If when trying to RDP you get a prompt like the below saying "An authentication error has occurred. The function requested is not supported. This could be due to CredSSP encryption oracle remediation." you will first have to follow these instructions on your local machine: How to fix CredSSP Authentication for RDP?
Once you are able to RDP, on each CDS server execute the following actions:
- Open the CDS manager, Select localhost, and click Connect.
- In the CDS manager, click on "Call Status" button
- If there are many calls you can select a classification in the Call Type combo box (name is similar to the queue, here GeneralAlarm AG) and press the Apply button
- Increase the number of calls you can see by increasing the call display size:
Note: This step is necessary to be able to actually view all calls regardless of whether they are filtered by Queue name or not. - Select the call with a Start Date & Time which could cause that long Time in Queue.
- Right-click that call and click on "Kill Call <Call ID>"
- Inform the customer that the call has been killed and is no longer stuck in the queue
</supportagent>
Testing
Once our Support Team confirms that the stuck call has been removed (killed), verify your Time in Queue report on the Dashboard. The stuck call should be removed and the Time in Queue should return to normal (low).