Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: sitto on February 28, 2008, 02:27:29 AM

Title: call can't be routed to agent
Post by: sitto on February 28, 2008, 02:27:29 AM

Hi friends,

Have you found the same issue with me?

Calls can't be routed to agent and I found in StatServer log as below

Capacity snapshot for place '761150'('Resources'), agent '765049'('Resources') (CR='<system default>'
  media_state    current_number  max_number      routable     
  ---------------            ---------------      ---------------        ---------------
[ R                                  1              1                      0              ] <-- voice
Everytime when media_state is 'R' that means agent is ready but routable is '0' then call can't route to agent.

Do you know about this issue?

Many thanks,
TO

Title: Re: call can't be routed to agent
Post by: cavagnaro on February 28, 2008, 03:24:12 AM

Are you using capacity rules? How are they configured?
If not disable them on URS options.