MCR for email handling help

[mark]

This is where it becomes a little different to call routing.

You don't load it like you would a strategy, you activate the process from within the process, it then creates a Virtual Route Point. If you deactivate the process it will remove the virtual RP.

So, its best to remember not to have any (or too much) routepoint configuration within virtual routepoint, as when you deactivate the process the VRP gets deleted, only to be readded (with no configuration (eg _ROUTER_ options)) when the process is activated.

Mark

[cavagnaro]

Ok this is going ok, now i see the emails like doing a loop but doesn't arrive to the agent. To the agent i added an email DN to his place from the MCR switch but nothing happens.
What else do i need to do?

Thanks

[René]

Forget emails DNs as MCR doesn't use it at all. You don't need even agent logins...

The ability of an agent to handle interactions is determined by the capacity rule. That rule says which types of interactions (voice, email, chat etc.) and how many of them at the same time an agent can handle. You can create a capacity rules in CME (folders Resources/Scripts) manually or using Resource Wizard Capacity (installation package is part of StatServer CD).

There are two or three predefined capacity rules created during the installation of MCR.

If you assigned capacity rules to the agents and it still doesn't work then post here logs of URS and InteractionServer.

Cheers,
René

[cavagnaro]

Thanks! I owe you a big one René

[cavagnaro]

René,

Incoming emails arrive to my test agents but they are like in a loop, same email over and over again.
I'm using GAD, on Application object under CME there is a multimedia section which i had to fill some sections like email-default-queue, email-outbound-queue, i checked the GAD Deployment and REference guide and the options are mentioned but they are not very clear. I believe this could be my problem as i put the first value that made the error on GAD disappear.
What is exactly the value that should go here?

Thanks

[René]

Loop - the interaction has to be stopped when an agent does reply otherwise it is returned to original queue and routed again. To achieve that configure the queue "Stop Processing (__STOP__)" for existing interaction on "Route Interaction" object in IRD. See the attached screenshots.

email-default-queue - name of the queue to which the emails will be submitted by ESJ
email-outbound-queue - name of the queue where GAD place an interaction when an agent creates a new outbound email and click "Send" or click "Send" for reply interaction without queue for new interaction defined in IRD.

Please don't forget that it is necessary to stop processing of the interaction after it is send out. If you don't stop it than it will be returned back to queue and send out again, again...

R.

[cavagnaro]

Hi René, Mark

I would like some help please.

I'm at a customer site and trying to do what we did last time.
Honestly many points kept on limbo for me, but i believe I'm doing all as requested...

I'm posting confs, logs, and screenshots of eveything i believe will show the error.
My problem is that i see that the email server gets the emails, but doesn't transfer to the agents. If an agent send an email i don't see no SMTP connection to the mail server...why?

Hope you can help me.

Thanks

[cavagnaro]

configurations

[cavagnaro]

more logs

Can't post URS logs....:S because of proxy...

[catanirex]

Hi,

1. Have you checked that the strategy is enabled on the Inbound queue? Been there - done that :-)

2. What does CCP display if you monitor current extended status on the logged in agent? Do you se that an email DN is present? I have sometimes seen that when statserver/interaction connection is broken, no email DN is created (email media is not opened), and therefore email cannot be received at the agent place. Restart of SS+ixnsrv helps.

3. URS logs would help... Can you see the email through SUpervisorDesktop? Is it still in the Interaction Queue or is it in routing state?

Good luck!

[cavagnaro]

Ah interesting, i do not see any email object on the place as no DN is attached to it..thought that capacity_rules took charge of it.
What needs to be inside the place?

[catanirex]

Hi,

StatServer opens/creates an email DN when an agent log in, if there is a capacity rule allowing email active.
You will NOT see this email DN in the Place in CME, only when monitoring current state in CCP.
Which version of Statserver are you using?


Are you opening the CCP view against the same statserver that URS uses? Thats is also helpful in troubleshooting. Sometimes SS for CCP cacn have correct info, but not the SS used for Routing...

[catanirex]

It's me again :-)

You could also check in SS log to see agent status after login:

OK email login for agent:
-------------------------
2006-09-28 10:31:29> Init: Media Channel 'email' is opened on Place 'Place_23'('Resources')
2006-09-28 10:31:29> Init: Capacity rule 'Default_One_interaction_of_any_type_only' automatically assigned to agent 'dri01'
2006-09-28 10:31:29> Status: Capacity snapshot for place 'Place_23'('Resources'), agent 'dri01'('Resources') (CR='Default_One_interaction_of_any_type_only')
  media_state    current_number  max_number      routable     
  --------------- --------------- --------------- ---------------
[ NR              0              1              0              ] <-- email
[ NR              0              1              0              ] <-- voice


Failing email login for agent:
-------------------------
2006-10-02 09:29:27> Status: Capacity snapshot for place 'Place_23'('Resources'), agent 'dri19'('Resources') (CR='Default_One_interaction_of_any_type_only')
  media_state    current_number  max_number      routable     
  --------------- --------------- --------------- ---------------
[ NR              0              1              0              ] <-- voice



The root cause for our problem was 7.2 SS. This issue was fixed in Stat Server 7.5.000.16

We had problems on a customer site...

[cavagnaro]

Ok, funny part, agent appears always as logged out and can't see nothing on StatServer
Here are my connections as well

7.2.001.02 version

[catanirex]

Hm,

In Interaction Server logs I can see:Std 04502 Cannot connect to Datastream consumer (Stat Server) 'StatServer' at host 'servl011', port 3030, reason '[connect failed]'

This means that InteractionServer tries to get statistics through Java extensions also from StatServer. I would remove the connection to StatServer from InteractionServer. I think that you only need these stats from StatServer Reporting.


Anoter thing - Why do URS have a connection to EmailServer?