One agent not receiving the calls in UCCX7.0
Dear All,
Greetings!!
We have UCCX 7.0(1)SR05_Build504 and call manager UCCM System version: 7.1.5.30000-1.
- We have many team with basic IVR options for customers, one of the Team called "customer service". The customer service team have 6 to 8 agents. All have same CSS, partition, CSQ, Resource Groups and Team mapping.
- The issue is, only one agent not able to receive the calls in the team. The user is properly configured in CSQ also the resource group and team configuration is fine. we have compared with working user and found all config is fine.
- The user is logged in properly and always in ready state in CAD, but no call routed this agent and no error message observed on the agent side.
- The user extension is 5154 and the user configured on call manager is Dennis. Fonseca. The UCCX Resource name also showing properly.
- I have collected the MIVR logs and i can see the extension 5154 and agent name. The calls are routing. am not have much idea about MIVR log analzis, so icouldn't find the exact issue.
- Please find the MIVR logs and help me to understand the issue or why the calls are not routing to this agent even logged and ready mode???
Working user name is -
5158 - Gabriela.Quesada
Non-working user name is -
5154 - Dennis.Fonseca
MIVR Logs attached.
Thanks & Regards,
Naveen.S
Hi All,
Thanks a lot your advise on this... the issue has been fixed after restarting the CRS engine..
53278074: Jan 13 09:42:23.568 GMT-600 %MIVR-SS_CM-7-UNK:returning null from ContactMgr.offerResource(Dennis.Fonseca) because esds.size() is 0
Basically, the UCCX Engine is not allocating the Agent (Dennis.Fonseca) to the Queue and that is the reason why is not receiving any calls even the Agent is “Ready”
Thanks & Regards,
Naveen.S
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