Unassigned Queue call stuck attached to a user.

Unassigned Queue call stuck attached to a user.

If a call is in unassigned queue, and is attached to another user, and you are unable to request that call. Follow these steps to force the system to let you take it.
WARNING: Only a SUPERADMIN or ADMINISTRATOR should do these steps.
Get REQUEST CALL LINK FROM UNASSIGNED:

https://....com/index.php?section=triage_queue&mode=home&action=requestcall&tid=TICKETID

Take the TICKET ID from the END of the url

Add it to the end of this URL

https://....com/index.php?section=triage_queue&mode=home&action=assigntake&tid=TICKETID

The call should now be in MyCalls. Please fill in all the blank required fields and close the ticket, or process it as a triage if still valid.



    • Related Articles

    • Call stuck in Unassigned Queue, possible issue with submitting the ticket

      Sometimes a ticket will end up literally stuck in the Unassigned Queue, where as nobody can claim the call to close it out. This is not a bug, but a backup precaution to prevent idle tickets from the Answering Service from not being completely lost, ...

    • UNASSIGNED QUEUE NOTIFICATION FEATURE

       Is there a work around for this? Are you able to create an audible notification system for when a patient is in the unassigned que so we don’t have to babysit the page. It is very difficult to work on other things or another call and keep the ...

    • User Guide: Removing a Stuck Ticket

      Stuck tickets are caused by answering services submitting tickets without all of the required fields filled in. A stuck ticket will usually look something like this: When someone tries to claim this ticket, it will not appear in their queue and will ...

    • Transfer ticket from Assigned to MyCalls

      Transfer ticket from Assigned to MyCalls. ASSIGNED CALLS view, is all tickets not including yours, that you have access for. A supervisor can overview active triage calls. If you are unable to take a call from the ASSIGNED queue, then your supervisor ...

    • Nurse unable to start the triage of a ticket.

      Nurse says they are unable to start the triage of a ticket. The ticket would look similar to this log: History : 2019-00-00 18:53:50 : Created by Answering Service API from Southern Voices by apisv -SYSTEM has changed PRIORITY from 1 to 50 by word ...