Calls not getting routed since the target is being ignored

[Campfire]

Hi Guys,

I have one agent logged in and in ready state but he is being ignored since notreadystat. What is the problem here? Please advise. Below is the URS log.

Line 329671: 21:32:47.429_M_I_04440270a357cab1 [17:0e] VQ 060500d8 (vq "VQ_Lubricants_Service_Enquiries_GB", id=20715), (1 Targets): SELECT MAX by stat <StatAgentLoading>(random  00000000)
Line 329672:    _M_I_04440270a357cab1 [17:0b] VQ 060500d8 TRG "?:unitedkingdom_country > 7 & english_language > 0 & manila_location > 0 & b2b_lubricants_cob > 0 & lubricants_service_voice_destn > 0"(046699d0) #1, (2-1 Components): SELECT MAX by stat <StatAgentLoading>(random  0)
Line 329673:    _M_I_04440270a357cab1 [17:0b] VQ 060500d8 TRG "?:unitedkingdom_country > 7 & english_language > 0 & manila_location > 0 & b2b_lubricants_cob > 0 & lubricants_service_voice_destn > 0"(046699d0) Cmp #1 ZAAVAA: logged out
Line 329674:    _M_I_04440270a357cab1 [10:0c] tenant Resources Agent ZAJKO0: dn  (0 0) is ignored: agent not ready(stat)
Line 329675:    _M_I_04440270a357cab1 [17:0b] VQ 060500d8 TRG "?:unitedkingdom_country > 7 & english_language > 0 & manila_location > 0 & b2b_lubricants_cob > 0 & lubricants_service_voice_destn > 0"(046699d0) Cmp #2 ZAJKO0: not valid
Line 329676:    _M_I_04440270a357cab1 [17:0b] VQ 060500d8 TRG "?:unitedkingdom_country > 7 & english_language > 0 & manila_location > 0 & b2b_lubricants_cob > 0 & lubricants_service_voice_destn > 0"(046699d0): Cmp NOT SELECTED (1 0 1 0)
Line 329677:    _M_I_04440270a357cab1 [17:0e] VQ 060500d8 TRG "?:unitedkingdom_country > 7 & english_language > 0 & manila_location > 0 & b2b_lubricants_cob > 0 & lubricants_service_voice_destn > 0"(046699d0): not ready passed
Line 329678:    _M_I_04440270a357cab1 [17:0e] VQ 060500d8 (vq "VQ_Lubricants_Service_Enquiries_GB" id=20715): TRG NOT SELECTED (0 0 0 1 0)
Line 329679:    _I_I_04440270a357cab1 [07:0a] HERE IS WAIT (-1 sec)
Line 329680:    _I_I_04440270a357cab1 [07:0a] HERE IS WAIT (0 sec)
Line 329681:    _I_I_04440270a357cab1 [09:04] ASSIGN: v_SkillCounter(LOCAL) <- INTEGER: 3

[Campfire]

Suspecting the agent is not having the login ID for the switch the call is coming in?? I am testing it already and post results here

Any other inputs guys?

[cavagnaro]

Open Ccpulse with that StatServer, is he ready or not ready?

[terry]

What in URS log shows the very latest (but before 21:32:47.429) message CHANGE OF STATE for agent ZAJKO0?

[Dionysis]

Looks to me like the stat server thinks the agent is not ready.  As cav said, check the agent in question using CCPulse against the same stat server the URS is using.

[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.

[Dionysis]

So in this case the two TServers, and Switches, need to be configured for ISCC, and Genesys needs to know how to route calls from one PBX to the other.

[Campfire]

Ya Dionysis.. Any way to do it?

[Dionysis]

It's not as simple as typing a few lines on a forum, the set up will be very specific to your environment. 

You'll need to check the Genesys documentation for ISCC (Inter Switch Call Control).

[cavagnaro]

Why rude? Just the truth. How you expect us to know your whole infrastructure which may had been designed very carefully for weeks and then you come here and pretend to us to understand just in 3 lines of text? That is nonsense, right?
We have experience but we always try to kill a problem after looking everything and understanding the whole components interactions and interconnections.
If you were us, would you understand what you have running and be able to fix just by looking the info you provided? If you do, will hire you for super natural powers...

[Dionysis]

Perhaps you misunderstood my meaning sureshcitece.  I'm not done with your question, but you need to understand ISCC before anything more will make sense.