GMS call Back -- User Terminated---- SOLVED

[gen_den]

Hello Experts,

I have a GMS call back setup in lab, it's a User Terminated scenario where once agents available , Genesys has to call customer first and  then connect to the agent.
Now problem is i can see my agent Ready and available to take the call, however when URS tries to target the agent I get below error:


6:55:22.002_M_I_ [10:1d] PULSE (calls: 5(5)=5+2-2, targets=1, firsters=0, time=1497938122, mem=0,32662,350,19,190,4,2,0)
06:55:22.002_M_I_ [10:1d] vqs allocation pattern: static=(13 256 128) dynamic=(72 26/1024)
06:55:22.002_M_I_ [10:1d] check queue for SO <CB> type <Agent> stat <##state> (1 trgs 0 cpu)
    _M_I_0000000000000000 [10:20] try to route to ag "CB" (pl "Place_2", 3 ready DNs, 1 trgs): TRG 02dcb710 VQ 02ed2ff0(1 calls)
    _M_I_ [10:0b] ag CB, pl Place_2, sw  dn  isn't blocked absolutely(0)
    _M_I_007002a41b68a090 [10:21] try to route to ag "CB" (pl "Place_2", 3 ready DNs, 1 trgs): TRG 02dcb710 VQ 02ed2ff0(1 calls)
    _T_I_007002a41b68a090 [0E:19] check call routing states: s=4 d=0 t=0 h=(0 0) r=0 i=0 x=0 b=1 - false
    _M_I_007002a41b68a090 [10:21] state of call isn't good for routing


Call stays in VQ and is not routed.

Any clue what is that error?

can you please let me know if i need any type of Capacity rule for Agent to handle the callback request?

[Kubig]

It depends on used MediaType. In case, it is non-voice channel, you should add it to your capacity rules definition.

[gen_den]

hi Kubig,

Thank you for the input, issue is solved.

Actually DFM files were not updated which was causing this issue, updated the DFMs and then it worked. Additionally i deleted the existing Callback template and imported again the one in GMS folder .

These steps helped me to resolve GMS -- User Terminated scenario.