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Author Topic: Extension cannot pick up the call come in  (Read 17802 times)

Offline S

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Re: Extension cannot pick up the call come in
« Reply #15 on: March 30, 2009, 06:03:01 PM »
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The question is, why is the URS not able to route to that DN?
Does it see that DN where the agent is logged in? if it sees, what status does it see?
Any errors trying to route to it?
You should see those in the URS logs.
Then based on it you should figure out whats on the Statserver or the TServer side.

S
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Offline cavagnaro

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Re: Extension cannot pick up the call come in
« Reply #16 on: March 30, 2009, 08:20:05 PM »
Err...guys, have you noted the guy is not answering anymore? I propose to stop the brainstorm and let him answer something or at least if his problem was solved.
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Offline GenesysNewbie

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Re: Extension cannot pick up the call come in
« Reply #17 on: March 30, 2009, 09:10:33 PM »
thank u both kowari . swan i really apreciate ur help.

about the parameter, could u point please aditional information? .... The switch i s avaya.

I can say that every tiem(100% oof teh time) i have thsi issue i can solve it by deleting, creating again the DN.
on logs i can see the value -1 that lekie mentioned in earlier posts.



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Offline lekie

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Re: Extension cannot pick up the call come in
« Reply #18 on: March 31, 2009, 05:07:16 PM »
I cannot find this option 'set-discovery' in TServer

Cheers,
Lekie
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Offline lekie

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Re: Extension cannot pick up the call come in
« Reply #19 on: March 31, 2009, 05:09:06 PM »
My switch is alcatel 4400
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Offline lekie

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Re: Extension cannot pick up the call come in
« Reply #20 on: March 31, 2009, 05:12:41 PM »
so sorry to reply late and the importance thing I am a girl not a boy
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Offline cavagnaro

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Re: Extension cannot pick up the call come in
« Reply #21 on: March 31, 2009, 05:20:31 PM »
:-X ups. hehe. We need a gender option somewhere ;)

Alcatel ok.
Are you using capacity rules? If so, how is your URS configured about this? Check use_agent_capacity option.
If it is in true and you are not using MCR (email/chat) then it is wrong, you must put in as false.

Try it and let us know.
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Offline GenesysNewbie

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Re: Extension cannot pick up the call come in
« Reply #22 on: April 01, 2009, 02:44:34 PM »
does this parameter works for avaya switch?
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Offline kowari

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Re: Extension cannot pick up the call come in
« Reply #23 on: April 03, 2009, 01:54:37 AM »
lekie, have you looked in CCPulse and confirmed that what you think should be happening IS actually happening?
(Oh and I just give up about the gender thing and let everyone assume I am a guy - its just easier on teh internets to be like that :P)

GenesysNewbie - same with you, did CCPulse show all the right things??
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Offline GenesysNewbie

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Re: Extension cannot pick up the call come in
« Reply #24 on: April 04, 2009, 07:01:49 AM »
Kowari, i can see  agent logued by CCPulse, i can logged in - out - in - out but  this can not solve teh problem,  just after re creating DN agent starts to receive calls.

i notice on logs teh DN is  with a -1 value---teh same thing lekie pointed before


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Offline victor

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Re: Extension cannot pick up the call come in
« Reply #25 on: April 06, 2009, 05:16:19 AM »
ok, it seems to be getting rather serious  :-X

Let's start from beginning:
- what is Stat Server version?
- do you have PLACE made for this DN? (just checking)
- in your URS logs, can you see that actually URS is targeting this DN?  (URS lists all of the possible DNs that this call can target, is your DN one of them? If not, then chances whoever logins does not have the necessary skill would be my initial guess)

Best regards,
Vic



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Offline kapusta1152

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Re: Extension cannot pick up the call come in
« Reply #26 on: April 06, 2009, 01:22:10 PM »
FYI

Set the 'use_agent_capacity' paramater to false in URS
(see below for more information).

###########################



URS not routing calls to available agent in voice only enviornment
Problem Description
 


Calls made to a simple strategy are not being delivered to agents
Strategy targets an Agent Group which contains one agent
This agent is logged in and ready
This is a pure voice enviornment


Products
 


Routing


Major Release
 


7.2

7.5

7.6


Impact on Environment
 


Calls waiting in queue although agents are available
More number of abandoned calls

Troubleshooting Techniques
 


Collect matching TServer, StatServer and URS logs with problamatic connid
Capacity snapshot shows voice = 0 (non-routable)
If capacity rule not set, check the option use_agent_capacity
From StatServer logs:

2009-01-28 16:18:17> Server: Switch 'SwitchGenesys'->'EventAgentReady'
ThisDN '8394'
Agent LoginID 'T8281'
Extensions
  'AgentSessionID' '5MA8CS6OV95DT32O0FS0H96K20011SGV'
2009-01-28 16:18:17> Action: Extension '8394@SwitchGenesys'(WaitForNextCall):
[2009-01-26 13:27:45] Monitored
[2009-01-28 12:10:42] OnHook
[2009-01-28 16:18:10] LoggedIn
[2009-01-28 16:18:17] WaitForNextCall
2009-01-28 16:18:17> Status: Capacity snapshot for place '8394'('Resources'), agent 'T8281'('Resources') (CR='<system default>')
  media_state    current_number    max_number      routable     
  --------------- --------------- --------------- ---------------
[ R                                    -1              1                      0              ] <-- voice

From URS logs

16:19:14.432_M_I_006b01a37e2761b8 [17:11] VQ 01490260 first available call: 006b01a37e2761b8, reason=binding
16:19:14.432_M_I_006b01a37e2761b8 [13:03] call (virtual queue 014ab060, id=106309, priority 0, time 1233134354.432) waits for VQ 01490260 (name="") now
16:19:14.432_M_I_006b01a37e2761b8 [17:0e] VQ 01490260 (virtual queue "", id=106309), (1 Targets): SELECT MAX by statistic <StatAgentsAvailable>(random  )
    _M_I_006b01a37e2761b8 [17:0e] VQ 01490260 Target "T8281"(014922e0): not ready passed



Root Cause
 


The use_agent_capacity parameter set to true in URS


Solution
 


Set the 'use_agent_capacity' paramater to false in URS, if MCR is not being used


Related Information
 


Universal Routing 7.2 Reference Manual -- 10


Last Modified Date: 03-25-2009ID: 10585
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Offline cavagnaro

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Re: Extension cannot pick up the call come in
« Reply #27 on: April 06, 2009, 01:48:11 PM »
I already told that. Don't see why keep posting here if the original poster doesn't provide any feedback. Lets wait until she answers (if ever does).
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Offline lekie

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Re: Extension cannot pick up the call come in
« Reply #28 on: April 10, 2009, 02:44:57 PM »
Dear All,

Thank you for all answer.

I already restart stat server so it's working well. ;D

I think it's bug right?


Thank you so much,
Lekie
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Offline cavagnaro

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Re: Extension cannot pick up the call come in
« Reply #29 on: April 10, 2009, 03:57:07 PM »
No, I don't think it is a bug, something happened that your DN was not considered for routing. The change in URS was no success?
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