different agent status in CCpulse and URS although using both the same statserve

[nehat]

Bonsoir from Brussels,

Does anybody experienced the following ?
I'm trying to route a call to an agent. When comparing the agent status in CCPulse and the agent status in urs, a different state is shown.

CCPulse shows that the agent is ready while as URS shows that the agent is not ready.

As a direct consequence the agent is not targetted. Never unless a workaround is used in which the extension used by the agent is deleted, recreated and put into a place.

The switch is a Nortel Meridian 81 c release 25. Tserver = 7.6 and urs = 7.6

Anyone ?

[cavagnaro]

Using CCPulse, which is the state of the acd position DN? Monitor the extension and see if it differs from CCPulse, also does the agent place has more than 1 DN?

[nehat]

Thank you for the reply but further monitoring of the logfiles for urserver and statservers showed that capacity rules were used by default.
(URS = by default "use_agent_capacity=true".

Setting this option to false 'solved' (still under monitoring) the issue.

Thanks again
Nehat

[Anitya]

Hi Nehat,

Can you send your URS options? i have the same problem and i have changed this parameter, but it doesn't fix the problem at all.

[Steve]

I have seen this before, you need a high tech fix here.

Stop and restart T-Server, URS and Stat Server. Just doing the URS may be enough but if you have to work out of hours it's better to be safe than sorry 

[Anitya]

Hi,

i have stop and restart T-Server, URS and Stat Server. This morning the problem is still happening. There are agents that are talking but in CCpulse appear in ready, and there are agents that are in ready but don't receive calls.

[jbobinsk]

Anitya - I'd wonder what switch you are using - because it could happen on Avaya. And it is happen due to lack of synchronizing of agent statuses if changes are made directly on CallMaster.
But solution for your problem can be made based on URS logs - because there are all important information to make appropriate analyze.

Regards
jbobinsk

[Anitya]

Hi,

i have a Cisco Call Manager and i can't change the agents state in the PABX.

I have check the URS logs but i don't find anything...

[Steve]

You are going to have to wade through your logs. I would start with T-Server, look what happens when another agent tries to login, go ready etc. As it is not registering the agents properly, it's probably a config issue or not enough licences, but the log will tell you.