|Important: the solution this article presents requires restarting the TASKE server computer. This will temporarily stop data collection. All system restarts should occur outside of the normal business hours to prevent data loss.|
On occasion, errant calls may display in TASKE real-time applications. An errant call is a call that has terminated, but remains active in the TASKE application and continues to increment in duration. It may not be obvious that the application is displaying an errant call until the call duration becomes unusually long. This article provides instructions for using the TASKE Real-Time Call Viewer to identify errant calls and explains how to remove these calls from the application.
A call has an unusually long duration or displays a duration of 99:99.
A call may fail to close if the telephone system data stream did not provide the call cleared (CC) event when the call terminated or if the call was transferred to a device that the TASKE application cannot monitor because it is not present in TASKE Administrator.
This solution is presented in two parts. The first part explains how to use the TASKE Real-Time Call Viewer to identify errant calls. The second part explains how to close the errant calls.
Identifying Errant Calls Using the TASKE Real-Time Call Viewer
From the TASKE server computer, run ttrtview.exe in the TASKE installation folder. The TASKE installation folder is typically
C:\TASKE. This opens the TASKE Real-Time Call Viewer.
The Real-Time Call Viewer provides detailed information on calls that are currently in progress. This information includes:
To identify the errant call, look for the call with a duration beyond 99:99. This will be the errant call. If there is more than one call with an excessive duration, there may be multiple errant calls or there may be legitimate calls with long durations. When this is the case, some investigation may be required.
When there are multiple long duration calls, look at the other columns of the Real-Time Call Viewer. Begin with the Queue column (not applicable to TASKE Essential). Is there a single call sitting in a queue for longer than 99:99? If yes, then this is probably an errant call. Next, check the Extn and Answered By columns. These columns identify the extension and answering agent for the call. Physically check these resources. If they are currently involved in a call of this length, the call is valid. If these resources are idle or are not involved in a call of this length, this is an errant call.
If errant calls are occurring frequently, the site may want to log these calls and attempt to find the cause. To do this, click Log Settings, enable the While this application is running, log calls with duration longer than check box, and set the desired duration. The duration should be set for longer than what is typically the longest duration a call may last for the business. The Real-Time Call Viewer must be running for call logging to occur.
Logged calls are saved to ttrtvwlog.txt and this file is saved in the TASKE installation folder on the TASKE server computer. To open the log, click View Log in the Real-Time Call Viewer.
Closing Errant Calls
Important: Toshiba® Strata users should instead refer to Article 60017 for deails on how to close errant calls.
Restarting the Information Server will remove errant calls from TASKE applications. TASKE recommends performing the restart outside of normal business hours as it will temporarily stop data collection.