1 internalcall with high internalcallstime in agent_skill_group_interval table

Hi,

Greetings of peace to everyone here.

I have already reported this to cisco but I wanted to help them in answering my question.

I happen to see a very high (impossibly) internalcallstime for a single call in the ASGI table. I see 1 internalcall and 159622 secs internalcallstime which is equivalent to more 45hours.  I see a lot of the same issue in some days of the month. My problem is I can't find that actual call. I see 12 handled calls in the asgi and I only see 12 calls termination in the tcd which the same talktime as in the 12 handled calls in the asgi. So i am missing the internalcall in the TCD or at least, I cannot find that call with high internalcallstime in the TCD.

Has anyone of you experienced this already? Can anyone please tell me how or where to check these internalcalls so I can trace the time? Also, how can  you possibly have that call as long as 45 hours? I am assuming it is a stuck call but no way for me to confirm that.

If anyone has had this same issue, kindly share your findings to me. It's been our issue for a month now and so far, I have no luck in finding a resolution or root cause.

Do let me know please if you need more details from me to explain this further.

Many many thanks in advance for your help,

Jay

We have not seen/heard of anything like this.  Is this for a UCM PG or one of the Legacy PGs?

Hi Vikram,

I am not a UCCE guy but more of a CUIC one so I really cannot answer your question about UCM PG and Legacy PG? If you could be more specific, I might be able to answer that.

As for my case, it has been escalated to the cisco devt team and they went into the opccapture file. It made them file a new defect which is specific only this case.

That's all information we have as of now. It's not even resolved yet.

Thanks,

J