Licensing violation on OCS

[Alexandre]

From Vic :
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Log would be helpful, but my off-the-wall guess are:

1. you do not have backup license for your OCS backup
2. you do not have enough DNs in your license
3. you do not have hot-standby license (if this is what you are using)

I would suggest:

1. POST ocs log to the site (not this one but www.sggu.com/smf - no need to register)
2. check your redundancy setting and whether or not you have backup license.

Tell me how it went!

Vic
P.S. we have moved the forum to a better software and migrated all of the previous posts there too - please feel free to access it directly at www.sggu.com/smf !
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Hello Vic,

thank you for your reply,

This error message occurs when a user programs a callback for the next day. If the user is not logged to apply this callback, so we have this error message :
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Licenses (occ_full) - Total: 402, Available: 376. Licenses (occ_preview) - Total: 0, Available: 0
11:08:57.282 Std 07100 Licensing violation is identified, the violation type Feature usage level has exceeded
Agent (login: 153136) does not have a license. Callback (RecID: 728) is failed.
Agent was not found to send CallBack with RecID: 728
Assigning Agent (DBID: 324) to Call (RecID: 728)
Assigning AgentDN 153236 to Call (RecID: 728)
11:08:57.282 Trc 31005 Making a call: ID 728
11:08:57.282 Trc 31006 Call failed: Call ID 728
11:08:57.282 Trc 31003 Call info: ID 728, GCTI state 3, CM state 12, Time 0, Dialer ID 0, Switch ID 0, DN ID 440, Agent ID ; Record process flag 1
Set CallResult: 3 to CallData with RecID: 728
UpdateRecord Handle:728 ChainID:293 ChainNum:2 SQL_ID:10919
        update TV_CENTRE_EST_2006_07_PTF_COLIS_ATTENTE_INFOS_PHONING_F37@11RNWJG set call_result=3,agent_id='153136',call_time=1153732137,dial_sched_time=1153402860,record_type=5,record_status=3,attempt=1  where chain_id=293 and chain_n=2
CM_DBCampaign:135 ProcessChain ChainID=293 GroupDBID:235 Records:2 Chains:2 OnTimer:0 AtWork:0
11:08:57.298 Trc 31002 Call destroyed: ID 728, Type 4, Agent ID , Switch DBID 0, Dialer DBID 0
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The "CallBack" mode is only personal type. I don't understand why i have a license error for this problem.

Thank you for your help

Alexandre

[Fra]

Alexandre,

if a Personal CallBack is set and the agent is not logged in at the specified time, the call result should change to "Agent CallBack Error" (call_result=47) and not to "General Error" (call_result=3) as seen in your logs.
I got the same error and it didn't have anything to do with the licences, might be the same for you: the agent was not assigned to an Outbound group.

Hope it helps.

[Alexandre]

Thank you for your reply Fra...

You have right for the call result, i'm going testing this behaviour in integration server...

Alexandre

[Alexandre]

Hello FRA,

I reproduce this error on my integration server. I think you have right : if user sets a callback for the next day, but he is not in a outbound group the next day, the OCS makes this error.

Thank you for your help

(FRA peut être FRAnçais, merci tout de même  )

Alexandre

[Fra]

Hello Alexandre,

I'm glad it was so    For my experience some errors are somehow not correctly mapped in Outbound Contact.

(Fra est seulement l'abréviation de Francesco, mais je ne suis pas français  )