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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: genesys_maddy on September 18, 2020, 07:08:31 PM

Title: Calls not routing to Agent
Post by: genesys_maddy on September 18, 2020, 07:08:31 PM

An agent has been setup recently and the calls aren't routing to him. The Agent is setup in the Cisco jabber and he's logged in to to both Jabber as well as WDE and is in ready state still the calls are not routing to him. Checked the URS logs as well and can see tenant Resources Agent xyzo1: dn 1234567890(d 1) is ignored: other dn type(cfg) and VQ 00000000056d1ef8 TRG "?:IALY >= 1"(00000000056a1ee0) Cmp #27 xyzo1: not valid.

Could anyone please suggest. Initially we thought capacity rules might be causing the issue so we removed the capacity rules but still the same result.

Title: Re: Calls not routing to Agent
Post by: gen_rtfm on September 18, 2020, 07:18:46 PM

How does the routing stat server consider the agent/place? If urs determines that the dn isn't a suitable target i'd check there to try to see why; the capacity snapshots written after state changes from the agent.

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Title: Re: Calls not routing to Agent
Post by: terry on September 20, 2020, 04:10:36 AM

What is VQGUID (printed in log around place where VQ created)?
What is URS option use_dn_type?