Genesys CTI User Forum > Genesys-related Development

Calls not getting routed since the target is being ignored

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Campfire:
StatServer status is 'WaitForNextCall' and tried assigning Login ID of the switch the call is landing. Still call not routed to agent. What else are we missing here?

cavagnaro:
You sure you used both URS StatServer and Ccpulse StatServer? You understand what we mean?

Campfire:
Am sorry Cavagnaro.. I didnt see the URS stat server logs..
But this is what I found in URS log before the call was choosing the best target: The status was waiting for next call:

02:58:53.857_M_I_ [10:17] SO(046aa5f8 12 2) ten=Resources name=ZAAVAA@CIM_StatServer_Rtg_MY_APR_a.A: CHANGE OF STATE (NotMonitored->NotMonitored)[0]
    _M_I_ [10:37] stat ATT for MEDIA ActionItem (type=28), time=(1444244333 S=0 R=1444244333): free 9=0+9
    _M_I_ [10:17] +ready MEDIA ActionItem[28] (type=61 time=1444244333) for ag ZAAVAA(3179), pl BE_CAP_1007_CAP(1996), WaitForNextCall time=1444244333
    _M_I_ [10:17] SO(046aa5f8 12 2) ten=Resources name=ZAAVAA@CIM_StatServer_Rtg_MY_APR_a.A: voice media status: 0 1 0
    _M_I_ [10:17] -ready DN 7281507 @ CIM_VOICE_ZA_CAP_A (type 2 NotMonitored time=1444117588) for ag ZAAVAA, pl BE_CAP_1007_CAP, WaitForNextCall time=1444244333
    _M_I_ [10:17] -ready DN 7281007 @ CIM_VOICE_ZA_CAP_A (type 1 NotMonitored time=1444117588) for ag ZAAVAA, pl BE_CAP_1007_CAP, WaitForNextCall time=1444244333
    _M_I_ [10:17] states for ag ZAAVAA: 0
02:58:53.857_M_I_ [10:17] SO(046aa5f8 12 2) ten=Resources name=ZAAVAA@CIM_StatServer_Rtg_MY_APR_a.A: verification mode - 5 sec
    _M_I_ [10:17] SO(046aa5f8 12 2) ten=Resources name=ZAAVAA@CIM_StatServer_Rtg_MY_APR_a.A: 1(3) ready DNs reported, dT=0

terry:
it is not exactly WaitFornextCall here.
Voice agent status is "NotMonitored" (CHANGE OF STATE (NotMonitored->NotMonitored)) so no voice call can come.
Combined agent state is derived from agent's media states and it is WaitFornextCall here only because agent has ActionItem media active.

One a bit suspicious thing in log  is "    _M_I_ [10:17] states for ag ZAAVAA: 0".
Usually tjis line appear in URS log when URS configured with custom agent states are used (AgentStates folder in URS options) and they can easily interfere/overwrite agent state reported by statserver.
Do you (your strategies) really use some custom agent state?

Campfire:
Hi Guys,

The problem here is the agent is logging into PBX A and the call is being routed by PBX B. When the agent is logging in from PBX B, the all is  landing to him. Agents wants to take calls from both the PBX but one at a time is possible. Assigning login IDs does not help. Please advise.

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