Re:After "Queue to Skill Group" call not delivered to agent - Page 2

George Goglidze Berdzenishvili · ‎11-26-2013

Hi,

I am on a lab SPRAWLER system version 9.0 with IP IVR and System PG configured.

I have a very basic script, initially with Select, to chose an agent. This part works, if the agent is available the call goes straight to the agent.

If agent is not available, then I have "Translation Route to VRU", then "Queue to Skill Group", and then "Run Ext. Script(BasicQ)" then "Wait (5 sec)" which loops back to the "Run Ext. Script(BasicQ)".

The queue works fine, and when no agent is available announces: "Thank you for calling. All our representatives are busy..."

But the problem is, when the agent becomes available, the call does not get put to him.

In the Agent Desktop, I can see that the agent is being reserved though.

The problem is not Calling Search Space. I've checked that already.

Following Router logs are shown when the agent goes into ready state:

15:35:53 rtr Trace: (33 34 15 : 0 0) DeviceTargetPreCall_V11: CID=(150809,4

3839118), PerID=5000, SGSTID=5003, AGSTID=5004 NetworkCallFlags=0, InvokeID=28,

GREET=

15:35:53 rtr Trace: (33 34 15 : 0 0) Connect: CID=(150809,43839118), EventS

elect=0, ServiceType=0, RCID=5000, Label(s)=

15:35:53 rtr Trace: (33 34 15 : 0 0) Deleting Dialog.

15:36:23 rtr Trace: DEVICE_TARGET_ABORT_IND message received from Periphera

l(5000) CRSCallID(Date 150809 ,ID 43839118), NetworkTarget(-1),MRDomain(1), Agen

tSkillTargetID(-1).

It seems to me that no Labels are returned by Router.

Please let me know if you have any ideas where to look,

Thanks,

George,

George Goglidze Berdzenishvili · ‎11-28-2013

Hi,

I have tried that already. Same result.

Thanks,

oabulaban · ‎11-28-2013

usually with me when agent is "reserved" but call is not transferred it ends up being some partiion/csp between the cti ports and the phones... can you try sending the call directly to an extension using label? set the label to send the call to the extension and see if it will work

Sent from Cisco Technical Support Android App

George Goglidze Berdzenishvili · ‎11-28-2013

That was my first thought as well.

But this is a lab system -> and I have no Partitions and no CSS configured at all.

Every extension on CUCM is on NULL partition, which means everybody can access everything.

Gergely Szabo · ‎11-28-2013

Okay, I did not get any closer.

Did you check the usual suspects. Like the Translation Routing. Pguser controlling agent device. Service Control enabled in IP IVR.

G.

Cesar Ortega · ‎11-29-2013

Please do the following:

Make you call and notice if agent status goes "Reserved" on CTI Agent Desktop. Now, go to Router Log Viewer on the ICM and post what do you see.

You would see under "Label" the agent extension that has been targeted. You should have the same number under "Device Target".

Cesar

normandt2 · ‎12-05-2013

Hi guys,

I got the same behavior under version 8.5 but the router try sending the call to the agentID instead of the Label(instrument) associated to the agent desktop.

Here is Router Log windows, and ctisrv log.

Hoping it's will help you to fix this issue.

Regards

Normand

Events from December 5, 2013:

09:50:00:194 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=14:50:00 UTC NewHalfHour=FALSE

09:51:56:444 cg1A-ctisvr Updated 1 ConfigKeys.

09:52:24:765 cg1A-ctisvr Trace: CTIApplication::ProcessClientEventReportRequest - sessionID 2

09:52:24:765 cg1A-ctisvr Trace: CTIApplication::ProcessClientEventReportRequest - CTIOS_NUM_CLIENT:1

09:52:25:918 cg1A-ctisvr Trace: CTIApplication::ProcessClientEventReportRequest - sessionID 2

09:52:25:918 cg1A-ctisvr Trace: CTIApplication::ProcessClientEventReportRequest - CTIOS_NUM_CLIENT:0

09:52:42:145 cg1A-ctisvr Trace: CTIApplication::ProcessClientEventReportRequest - sessionID 2

09:52:42:145 cg1A-ctisvr Trace: CTIApplication::ProcessClientEventReportRequest - CTIOS_NUM_CLIENT:1

09:52:42:149 cg1A-ctisvr Trace: ProcessQueryAgentStateRequest - sessionID 2

09:52:42:149 cg1A-ctisvr Trace: GET_AGENT_STATE_REQ: InvokeID=0x22003018 Periph=5000 MRDomainID= 1 SkillTarID=0 Ext=82868 AGTID=121212 Inst:82868

09:52:42:150 cg1A-ctisvr Trace:

09:52:42:150 cg1A-ctisvr Trace: AGENT_STATE_RESPONSE: InvokeID=0x22003018 ID=121212 Periph=5000 ClientType=17 Online=Y

09:52:42:150 cg1A-ctisvr Trace: Ext= Inst= State=LOGOUT Duration=0 Sig=

09:52:42:150 cg1A-ctisvr Trace: SkTgtID=5002 SkGrpNo=0xffffffff SkGrpID=-1 NumGroups=2 NumLines=0 CurLine=-1

09:52:42:150 cg1A-ctisvr Trace: MRDID=1 NumTasks=0 MaxTaskLimit=0 AgentMode=0 AgentAvailabilityStatus=0

09:52:42:150 cg1A-ctisvr Trace: SkGroup[0]: Number=19155 ID=5000 Pri=0 State=LOGOUT

09:52:42:150 cg1A-ctisvr Trace: SkGroup[1]: Number=3000 ID=5003 Pri=0 State=LOGOUT

09:52:42:156 cg1A-ctisvr Trace: ProcessSetAgentStateRequest - sessionID 2

09:52:42:156 cg1A-ctisvr Trace: *** AddToAssociateAgentList(); ADDED: SessionID=2 AgentID=121212 PeripheralID=5000

09:52:42:156 cg1A-ctisvr Trace: CSTASetAgentState: InvokeID=0x22003019 Dev=82868 AgentMode=LOG_IN AGID=121212 SG=-1(0xffffffff))

09:52:42:156 cg1A-ctisvr Trace: PrivateData: EventReasonCode=50004 WorkMode=0 NumAdditionalGroups=0 PositionID= SupervisorID= ClientAddress=

09:52:42:160 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext=82868 Inst=82868 Sig=

09:52:42:160 cg1A-ctisvr Trace: SkgState=LOGIN SkgDuration=0 OverallState=NOT_READY OverallDuration=0 Reason=0

09:52:42:160 cg1A-ctisvr Trace: MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=5002

09:52:42:160 cg1A-ctisvr Trace: SkTgtID=5002 SkGrpNo=0x4ad3 SkGrpID=5000 NumLines=0 CurLine=0 ClientStatus=0x0 Direction=0

09:52:42:160 cg1A-ctisvr Trace: SetAgentDevice: Agent(121212) -> Device(82868).

09:52:42:160 cg1A-ctisvr Trace: SetAgentDevice: CSTADevice(82868) -> Agent(121212).

09:52:42:160 cg1A-ctisvr Trace: SET_CLIENT_STATUS_REQ: InvokeID=0x2200301a Periph=5000 Status=0x1 AgentID=121212 Signature:CTIOSServer

09:52:42:160 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext=82868 Inst=82868 Sig=

09:52:42:160 cg1A-ctisvr Trace: SkgState=LOGIN SkgDuration=0 OverallState=NOT_READY OverallDuration=0 Reason=0

09:52:42:160 cg1A-ctisvr Trace: MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=5002

09:52:42:160 cg1A-ctisvr Trace: SkTgtID=5002 SkGrpNo=0xbb8 SkGrpID=5003 NumLines=0 CurLine=0 ClientStatus=0x0 Direction=0

09:52:42:160 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext=82868 Inst=82868 Sig=

09:52:42:160 cg1A-ctisvr Trace: SkgState=NOT_READY SkgDuration=0 OverallState=NOT_READY OverallDuration=0 Reason=0

09:52:42:160 cg1A-ctisvr Trace: MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=5002

09:52:42:160 cg1A-ctisvr Trace: SkTgtID=5002 SkGrpNo=0x4ad3 SkGrpID=5000 NumLines=0 CurLine=0 ClientStatus=0x0 Direction=0

09:52:42:160 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext=82868 Inst=82868 Sig=

09:52:42:160 cg1A-ctisvr Trace: SkgState=NOT_READY SkgDuration=0 OverallState=NOT_READY OverallDuration=0 Reason=0

09:52:42:160 cg1A-ctisvr Trace: MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=5002

09:52:42:160 cg1A-ctisvr Trace: SkTgtID=5002 SkGrpNo=0xbb8 SkGrpID=5003 NumLines=0 CurLine=0 ClientStatus=0x0 Direction=0

09:52:42:160 cg1A-ctisvr Trace:

09:52:42:160 cg1A-ctisvr Trace: CSTASetAgentStateConfEvent: InvokeID=0x22003019

09:52:42:161 cg1A-ctisvr Trace: ProcessQueryAgentStateRequest - sessionID 2

09:52:42:161 cg1A-ctisvr Trace: GET_AGENT_STATE_REQ: InvokeID=0x2200301b Periph=5000 MRDomainID= 1 SkillTarID=0 Ext=82868 AGTID=121212 Inst:82868

09:52:42:162 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext=82868 Inst=82868 Sig=CTIOSServer

09:52:42:162 cg1A-ctisvr Trace: SkgState=UNKNOWN SkgDuration=0 OverallState=NOT_READY OverallDuration=0 Reason=0

09:52:42:162 cg1A-ctisvr Trace: MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=5002

09:52:42:162 cg1A-ctisvr Trace: SkTgtID=5002 SkGrpNo=0xffffffff SkGrpID=-1 NumLines=0 CurLine=0 ClientStatus=0x1 Direction=0

09:52:42:162 cg1A-ctisvr Trace:

09:52:42:162 cg1A-ctisvr Trace: SET_CLIENT_STATUS_RESP: InvokeID=0x2200301a ResultCode=0(OK)

09:52:42:162 cg1A-ctisvr Trace:

09:52:42:162 cg1A-ctisvr Trace: AGENT_STATE_RESPONSE: InvokeID=0x2200301b ID=121212 Periph=5000 ClientType=17 Online=Y

09:52:42:162 cg1A-ctisvr Trace: Ext=82868 Inst=82868 State=NOT_READY Duration=0 Sig=CTIOSServer

09:52:42:162 cg1A-ctisvr Trace: SkTgtID=5002 SkGrpNo=0xffffffff SkGrpID=-1 NumGroups=2 NumLines=0 CurLine=0

09:52:42:162 cg1A-ctisvr Trace: MRDID=1 NumTasks=0 MaxTaskLimit=1 AgentMode=1 AgentAvailabilityStatus=0

09:52:42:162 cg1A-ctisvr Trace: SkGroup[0]: Number=19155 ID=5000 Pri=0 State=NOT_READY

09:52:42:162 cg1A-ctisvr Trace: SkGroup[1]: Number=3000 ID=5003 Pri=0 State=NOT_READY

09:52:42:162 cg1A-ctisvr Trace: ProcessAgentDeskSettingsRequest - sessionID 2

09:52:42:162 cg1A-ctisvr Trace:

09:52:42:162 cg1A-ctisvr Trace: AGENT_DESK_SETTINGS_RESP: InvokeID=0x3025 ResultCode=0 (OK) for peripheral=5000, agent=121212

09:52:42:162 cg1A-ctisvr Trace: DeskSettingsMask=0x218 WrapupDataIncomingMode=0x3

09:52:42:162 cg1A-ctisvr Trace: WrapupDataOutgoingMode=0, LogoutNonActivityTime=1800, QualityRecordingRate=-1

09:52:42:162 cg1A-ctisvr Trace: RingNoAnswerTime=20, SilentMonitorWarningMessage=0, SilentMonitorAudibleIndication=0

09:52:42:162 cg1A-ctisvr Trace: SupervisorAssistCallMethod=0, EmergencyCallMethod=0

09:52:42:162 cg1A-ctisvr Trace: AutoRecordOnEmergency=0, RecordingMode=0, WorkModeTimer=10

09:52:42:162 cg1A-ctisvr Trace: RingNoAnswerDialedNumberID=5000, DefaultDevicePortAddress=

09:52:42:171 cg1A-ctisvr Trace: ProcessAgentGreetingControlRequest - sessionID 2

09:52:42:171 cg1A-ctisvr Trace: CSTAAgentGreetingControlReq: InvokeID=0x2200301d PeripheralID=5000 AGID=121212 Action=2

09:52:42:172 cg1A-ctisvr Trace:

09:52:42:172 cg1A-ctisvr Trace: CSTAAgentGreetingControlConf: InvokeID=0x2200301d PeripheralID=5000

09:52:44:517 cg1A-ctisvr Trace: ProcessSnapshotDeviceRequest - sessionID 2

09:52:44:517 cg1A-ctisvr Trace: CSTASnapshotDevice: InvokeID=0x2200301f SnapshotObject=82868

09:52:44:517 cg1A-ctisvr Trace:

09:52:44:517 cg1A-ctisvr Trace: CSTASnapshotDeviceConfEvent: InvokeID=0x2200301f Count=0

09:52:44:517 cg1A-ctisvr Trace: VerifySnapshot(Device 82868): 0 of 0 connections verified.

09:52:44:517 cg1A-ctisvr

09:52:44:517 cg1A-ctisvr CSTA DeviceState: PeripheralID=5000 DeviceID=82868 DeviceType=Device Extension=

09:52:44:517 cg1A-ctisvr

09:52:46:960 cg1A-ctisvr Trace: ProcessSetAgentStateRequest - sessionID 2

09:52:46:960 cg1A-ctisvr Trace: CSTASetAgentState: InvokeID=0x22003022 Dev=82868 AgentMode=READY AGID=121212 SG=-1(0xffffffff))

09:52:46:960 cg1A-ctisvr Trace: PrivateData: EventReasonCode=0 WorkMode=0 NumAdditionalGroups=0 PositionID= SupervisorID= ClientAddress=

09:52:46:961 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext=82868 Inst=82868 Sig=CTIOSServer

09:52:46:961 cg1A-ctisvr Trace: SkgState=AVAILABLE SkgDuration=0 OverallState=AVAILABLE OverallDuration=0 Reason=0

09:52:46:961 cg1A-ctisvr Trace: MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=1 ICMAgtID=5002

09:52:46:961 cg1A-ctisvr Trace: SkTgtID=5002 SkGrpNo=0x4ad3 SkGrpID=5000 NumLines=0 CurLine=0 ClientStatus=0x1 Direction=0

09:52:46:961 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext=82868 Inst=82868 Sig=CTIOSServer

09:52:46:961 cg1A-ctisvr Trace: SkgState=AVAILABLE SkgDuration=0 OverallState=AVAILABLE OverallDuration=0 Reason=0

09:52:46:961 cg1A-ctisvr Trace: MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=1 ICMAgtID=5002

09:52:46:961 cg1A-ctisvr Trace: SkTgtID=5002 SkGrpNo=0xbb8 SkGrpID=5003 NumLines=0 CurLine=0 ClientStatus=0x1 Direction=0

09:52:46:961 cg1A-ctisvr Trace:

09:52:46:961 cg1A-ctisvr Trace: CSTASetAgentStateConfEvent: InvokeID=0x22003022

09:53:28:545 cg1A-ctisvr Trace:

09:53:28:545 cg1A-ctisvr Trace: CALL_CREATED: CallID=16781584.69616(d) Dest= Periph=5000 Type=1(ACD_IN) ECCsize=0 Disposition=0(INVALID)

09:53:28:545 cg1A-ctisvr Trace: CampaignID=-1 QueryRuleID=-1

09:53:28:545 cg1A-ctisvr Trace: TrunkGroup=-1 DNIS:81707 ANI:69616 CED: Dialed=

09:53:28:545 cg1A-ctisvr Trace: UserToUser= Wrapup= CustomerPhoneNumber= CustomerAccountNumber=

09:53:28:545 cg1A-ctisvr Trace: PV1= PV2= PV3= PV4= PV5=

09:53:28:545 cg1A-ctisvr Trace: PV6= PV7= PV8= PV9= PV10=

09:53:28:546 cg1A-ctisvr Trace:

09:53:28:546 cg1A-ctisvr Trace: CALL_DATA_UPDATE: CID=16781584.69616(d) Dest= Active=Y Periph=5000 ECCsize=0

09:53:28:546 cg1A-ctisvr Trace: CallType=1(ACD_IN) CPDisposition=0(INVALID) TrunkGroup=-1

09:53:28:546 cg1A-ctisvr Trace: RouterCallKey=150818 201 CampaignID=-1 QueryRuleID=-1

09:53:28:546 cg1A-ctisvr Trace: DNIS:81707 ANI:69616 CED: Dialed=

09:53:28:546 cg1A-ctisvr Trace: UserToUser= Wrapup=

09:53:28:546 cg1A-ctisvr Trace: CustPhone#= CustAccount#=

09:53:28:546 cg1A-ctisvr Trace: PV1= PV2= PV3= PV4= PV5=

09:53:28:546 cg1A-ctisvr Trace: PV6= PV7= PV8= PV9= PV10=

09:53:28:546 cg1A-ctisvr Trace: SrcAgentExt=(CS_NULL) DestAgentExt=(CS_NONE)

09:53:28:554 cg1A-ctisvr Trace:

09:53:28:554 cg1A-ctisvr Trace: CSTA_CALL_CLEARED - callID=16781584.(s) localConnectionInfo(-1)=CS_NONE cause=1015

09:53:28:554 cg1A-ctisvr Trace: ProcessCallClearedEvent - peripheralID 5000 CallID 16781584

09:53:28:554 cg1A-ctisvr Trace:

09:53:28:554 cg1A-ctisvr Trace: CALL TERMINATED: CallID=16781584.69616(d) Periph=5000

09:53:38:573 cg1A-ctisvr Trace:

09:53:38:573 cg1A-ctisvr Trace: DEVICE_TARGET_PRE_CALL_IND - Instrument=82868 RouterCallKey=150818 201 NetworkTargetID=5001

09:53:38:573 cg1A-ctisvr Trace: SvSkTargID=5004(3000) SkGroupSkTarID=5003(3000)

09:53:38:573 cg1A-ctisvr Trace: AgSkTargID=5002 ANI=69616 CED=

09:53:38:573 cg1A-ctisvr Trace: Var1= Var2= Var3= Var4= Var5=3

09:53:38:573 cg1A-ctisvr Trace: Var6= Var7= Var8= Var9= Var10=

09:53:38:573 cg1A-ctisvr Trace: CallTypeID=5001 PreCallInvokeID=29

09:53:38:574 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 SkgState=BUSY_OTHER Periph=5000 Ext=82868 Inst=82868 Sig=CTIOSServer MRDID=1 SkTgtID=5002 SkGrpNo=0x4ad3 SkGrpID=5000 Direction=0

09:53:38:574 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext=82868 Inst=82868 Sig=CTIOSServer

09:53:38:574 cg1A-ctisvr Trace: SkgState=RESERVED SkgDuration=0 OverallState=RESERVED OverallDuration=0 Reason=0

09:53:38:574 cg1A-ctisvr Trace: MRDID=1 NumTasks=1 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=5002

09:53:38:574 cg1A-ctisvr Trace: SkTgtID=5002 SkGrpNo=0xbb8 SkGrpID=5003 NumLines=0 CurLine=0 ClientStatus=0x1 Direction=0

09:54:08:597 cg1A-ctisvr Trace:

09:54:08:597 cg1A-ctisvr Trace: DEVICE_TARGET_ABORT_IND - Instrument=82868 RouterCallKey=150818 201 NetworkTargetID=5001

09:54:08:597 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext=82868 Inst=82868 Sig=CTIOSServer

09:54:08:597 cg1A-ctisvr Trace: SkgState=AVAILABLE SkgDuration=0 OverallState=AVAILABLE OverallDuration=0 Reason=0

09:54:08:597 cg1A-ctisvr Trace: MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=1 ICMAgtID=5002

09:54:08:597 cg1A-ctisvr Trace: SkTgtID=5002 SkGrpNo=0x4ad3 SkGrpID=5000 NumLines=0 CurLine=0 ClientStatus=0x1 Direction=0

09:54:08:597 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext=82868 Inst=82868 Sig=CTIOSServer

09:54:08:597 cg1A-ctisvr Trace: SkgState=AVAILABLE SkgDuration=0 OverallState=AVAILABLE OverallDuration=0 Reason=0

09:54:08:597 cg1A-ctisvr Trace: MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=1 ICMAgtID=5002

09:54:08:597 cg1A-ctisvr Trace: SkTgtID=5002 SkGrpNo=0xbb8 SkGrpID=5003 NumLines=0 CurLine=0 ClientStatus=0x1 Direction=0

09:55:00:188 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=14:55:00 UTC NewHalfHour=FALSE

09:55:28:312 cg1A-ctisvr Trace: ProcessSetAgentStateRequest - sessionID 2

09:55:28:312 cg1A-ctisvr Trace: CSTASetAgentState: InvokeID=0x22003041 Dev=82868 AgentMode=NOT_READY AGID=121212 SG=-1(0xffffffff))

09:55:28:312 cg1A-ctisvr Trace: PrivateData: EventReasonCode=2 WorkMode=0 NumAdditionalGroups=0 PositionID= SupervisorID= ClientAddress=

09:55:28:313 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext=82868 Inst=82868 Sig=CTIOSServer

09:55:28:313 cg1A-ctisvr Trace: SkgState=NOT_READY SkgDuration=0 OverallState=NOT_READY OverallDuration=0 Reason=2

09:55:28:313 cg1A-ctisvr Trace: MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=5002

09:55:28:313 cg1A-ctisvr Trace: SkTgtID=5002 SkGrpNo=0x4ad3 SkGrpID=5000 NumLines=0 CurLine=0 ClientStatus=0x1 Direction=0

09:55:28:313 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext=82868 Inst=82868 Sig=CTIOSServer

09:55:28:313 cg1A-ctisvr Trace: SkgState=NOT_READY SkgDuration=0 OverallState=NOT_READY OverallDuration=0 Reason=2

09:55:28:313 cg1A-ctisvr Trace: MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=5002

09:55:28:313 cg1A-ctisvr Trace: SkTgtID=5002 SkGrpNo=0xbb8 SkGrpID=5003 NumLines=0 CurLine=0 ClientStatus=0x1 Direction=0

09:55:28:313 cg1A-ctisvr Trace:

09:55:28:313 cg1A-ctisvr Trace: CSTASetAgentStateConfEvent: InvokeID=0x22003041

09:55:40:164 cg1A-ctisvr Trace:

09:55:40:164 cg1A-ctisvr Trace: CALL_CREATED: CallID=16781585.69616(d) Dest= Periph=5000 Type=1(ACD_IN) ECCsize=0 Disposition=0(INVALID)

09:55:40:164 cg1A-ctisvr Trace: CampaignID=-1 QueryRuleID=-1

09:55:40:164 cg1A-ctisvr Trace: TrunkGroup=-1 DNIS:81707 ANI:69616 CED: Dialed=

09:55:40:164 cg1A-ctisvr Trace: UserToUser= Wrapup= CustomerPhoneNumber= CustomerAccountNumber=

09:55:40:164 cg1A-ctisvr Trace: PV1= PV2= PV3= PV4= PV5=

09:55:40:164 cg1A-ctisvr Trace: PV6= PV7= PV8= PV9= PV10=

09:55:40:165 cg1A-ctisvr Trace:

09:55:40:165 cg1A-ctisvr Trace: CALL_DATA_UPDATE: CID=16781585.69616(d) Dest= Active=Y Periph=5000 ECCsize=0

09:55:40:165 cg1A-ctisvr Trace: CallType=1(ACD_IN) CPDisposition=0(INVALID) TrunkGroup=-1

09:55:40:165 cg1A-ctisvr Trace: RouterCallKey=150818 202 CampaignID=-1 QueryRuleID=-1

09:55:40:165 cg1A-ctisvr Trace: DNIS:81707 ANI:69616 CED: Dialed=

09:55:40:165 cg1A-ctisvr Trace: UserToUser= Wrapup=

09:55:40:165 cg1A-ctisvr Trace: CustPhone#= CustAccount#=

09:55:40:165 cg1A-ctisvr Trace: PV1= PV2= PV3= PV4= PV5=

09:55:40:165 cg1A-ctisvr Trace: PV6= PV7= PV8= PV9= PV10=

09:55:40:165 cg1A-ctisvr Trace: SrcAgentExt=(CS_NULL) DestAgentExt=(CS_NONE)

09:55:40:171 cg1A-ctisvr Trace:

09:55:40:171 cg1A-ctisvr Trace: CSTA_CALL_CLEARED - callID=16781585.(s) localConnectionInfo(-1)=CS_NONE cause=1015

09:55:40:171 cg1A-ctisvr Trace: ProcessCallClearedEvent - peripheralID 5000 CallID 16781585

09:55:40:171 cg1A-ctisvr Trace:

09:55:40:171 cg1A-ctisvr Trace: CALL TERMINATED: CallID=16781585.69616(d) Periph=5000

09:56:30:838 cg1A-ctisvr Updated 1 ConfigKeys.

09:57:08:938 cg1A-ctisvr Updated 1 ConfigKeys.

09:58:57:985 cg1A-ctisvr Updated 1 ConfigKeys.

09:59:45:282 cg1A-ctisvr Updated 1 ConfigKeys.

09:59:52:332 cg1A-ctisvr Updated 1 ConfigKeys.

10:00:00:282 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=15:00:00 UTC NewHalfHour=TRUE

10:00:00:548 cg1A-ctisvr CTIServer ACTIVE, 1 CTI Client connection(s), 0 call(s) in progress, PG Status: NORMAL

10:00:00:548 cg1A-ctisvr Period connection(s): 0 Period call(s): 2 (0.00 calls/sec)

10:00:00:548 cg1A-ctisvr Period EnterpriseCTI traffic: 1156 messages (0.64 msgs/sec)

10:00:00:548 cg1A-ctisvr 225156 bytes / 1800 seconds (125.09 bytes/sec)

10:00:00:548 cg1A-ctisvr 211 heartbeats (0.12 hb/sec)

10:00:00:548 cg1A-ctisvr 0.01ms average queue time/msg

10:00:00:548 cg1A-ctisvr 0.04ms average CPU time/msg (0.00% busy)

10:00:13:639 cg1A-ctisvr Trace:

10:00:13:639 cg1A-ctisvr Trace: CALL_CREATED: CallID=16781586.69616(d) Dest= Periph=5000 Type=1(ACD_IN) ECCsize=0 Disposition=0(INVALID)

10:00:13:639 cg1A-ctisvr Trace: CampaignID=-1 QueryRuleID=-1

10:00:13:639 cg1A-ctisvr Trace: TrunkGroup=-1 DNIS:81707 ANI:69616 CED: Dialed=

10:00:13:639 cg1A-ctisvr Trace: UserToUser= Wrapup= CustomerPhoneNumber= CustomerAccountNumber=

10:00:13:639 cg1A-ctisvr Trace: PV1= PV2= PV3= PV4= PV5=

10:00:13:639 cg1A-ctisvr Trace: PV6= PV7= PV8= PV9= PV10=

10:00:13:639 cg1A-ctisvr Trace:

10:00:13:639 cg1A-ctisvr Trace: CALL_DATA_UPDATE: CID=16781586.69616(d) Dest= Active=Y Periph=5000 ECCsize=0

10:00:13:639 cg1A-ctisvr Trace: CallType=1(ACD_IN) CPDisposition=0(INVALID) TrunkGroup=-1

10:00:13:639 cg1A-ctisvr Trace: RouterCallKey=150818 203 CampaignID=-1 QueryRuleID=-1

10:00:13:639 cg1A-ctisvr Trace: DNIS:81707 ANI:69616 CED: Dialed=

10:00:13:639 cg1A-ctisvr Trace: UserToUser= Wrapup=

10:00:13:639 cg1A-ctisvr Trace: CustPhone#= CustAccount#=

10:00:13:639 cg1A-ctisvr Trace: PV1= PV2= PV3= PV4= PV5=

10:00:13:639 cg1A-ctisvr Trace: PV6= PV7= PV8= PV9= PV10=

10:00:13:639 cg1A-ctisvr Trace: SrcAgentExt=(CS_NULL) DestAgentExt=(CS_NONE)

10:00:13:646 cg1A-ctisvr Trace:

10:00:13:646 cg1A-ctisvr Trace: CSTA_CALL_CLEARED - callID=16781586.(s) localConnectionInfo(-1)=CS_NONE cause=1015

10:00:13:646 cg1A-ctisvr Trace: ProcessCallClearedEvent - peripheralID 5000 CallID 16781586

10:00:13:646 cg1A-ctisvr Trace:

10:00:13:646 cg1A-ctisvr Trace: CALL TERMINATED: CallID=16781586.69616(d) Periph=5000

10:00:38:148 cg1A-ctisvr Trace: ProcessSetAgentStateRequest - sessionID 2

10:00:38:148 cg1A-ctisvr Trace: CSTASetAgentState: InvokeID=0x2200307e Dev=82868 AgentMode=READY AGID=121212 SG=-1(0xffffffff))

10:00:38:148 cg1A-ctisvr Trace: PrivateData: EventReasonCode=0 WorkMode=0 NumAdditionalGroups=0 PositionID= SupervisorID= ClientAddress=

10:00:38:149 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext=82868 Inst=82868 Sig=CTIOSServer

10:00:38:149 cg1A-ctisvr Trace: SkgState=AVAILABLE SkgDuration=0 OverallState=AVAILABLE OverallDuration=0 Reason=0

10:00:38:149 cg1A-ctisvr Trace: MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=1 ICMAgtID=5002

10:00:38:149 cg1A-ctisvr Trace: SkTgtID=5002 SkGrpNo=0x4ad3 SkGrpID=5000 NumLines=0 CurLine=0 ClientStatus=0x1 Direction=0

10:00:38:149 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext=82868 Inst=82868 Sig=CTIOSServer

10:00:38:149 cg1A-ctisvr Trace: SkgState=AVAILABLE SkgDuration=0 OverallState=AVAILABLE OverallDuration=0 Reason=0

10:00:38:149 cg1A-ctisvr Trace: MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=1 ICMAgtID=5002

10:00:38:149 cg1A-ctisvr Trace: SkTgtID=5002 SkGrpNo=0xbb8 SkGrpID=5003 NumLines=0 CurLine=0 ClientStatus=0x1 Direction=0

10:00:38:149 cg1A-ctisvr Trace:

10:00:38:149 cg1A-ctisvr Trace: CSTASetAgentStateConfEvent: InvokeID=0x2200307e

10:00:38:199 cg1A-ctisvr Trace:

10:00:38:199 cg1A-ctisvr Trace: DEVICE_TARGET_PRE_CALL_IND - Instrument=82868 RouterCallKey=150818 203 NetworkTargetID=5001

10:00:38:199 cg1A-ctisvr Trace: SvSkTargID=5004(3000) SkGroupSkTarID=5003(3000)

10:00:38:199 cg1A-ctisvr Trace: AgSkTargID=5002 ANI=69616 CED=

10:00:38:199 cg1A-ctisvr Trace: Var1= Var2= Var3=LOGIN Var4= Var5=3

10:00:38:199 cg1A-ctisvr Trace: Var6= Var7= Var8= Var9= Var10=

10:00:38:199 cg1A-ctisvr Trace: CallTypeID=5001 PreCallInvokeID=32

10:00:38:200 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 SkgState=BUSY_OTHER Periph=5000 Ext=82868 Inst=82868 Sig=CTIOSServer MRDID=1 SkTgtID=5002 SkGrpNo=0x4ad3 SkGrpID=5000 Direction=0

10:00:38:200 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext=82868 Inst=82868 Sig=CTIOSServer

10:00:38:200 cg1A-ctisvr Trace: SkgState=RESERVED SkgDuration=0 OverallState=RESERVED OverallDuration=0 Reason=0

10:00:38:200 cg1A-ctisvr Trace: MRDID=1 NumTasks=1 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=5002

10:00:38:200 cg1A-ctisvr Trace: SkTgtID=5002 SkGrpNo=0xbb8 SkGrpID=5003 NumLines=0 CurLine=0 ClientStatus=0x1 Direction=0

10:01:08:189 cg1A-ctisvr Trace:

10:01:08:189 cg1A-ctisvr Trace: DEVICE_TARGET_ABORT_IND - Instrument=82868 RouterCallKey=150818 203 NetworkTargetID=5001

10:01:08:189 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext=82868 Inst=82868 Sig=CTIOSServer

10:01:08:189 cg1A-ctisvr Trace: SkgState=NOT_READY SkgDuration=0 OverallState=NOT_READY OverallDuration=0 Reason=-15526

10:01:08:189 cg1A-ctisvr Trace: MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=5002

10:01:08:189 cg1A-ctisvr Trace: SkTgtID=5002 SkGrpNo=0x4ad3 SkGrpID=5000 NumLines=0 CurLine=0 ClientStatus=0x1 Direction=0

10:01:08:189 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext=82868 Inst=82868 Sig=CTIOSServer

10:01:08:189 cg1A-ctisvr Trace: SkgState=NOT_READY SkgDuration=0 OverallState=NOT_READY OverallDuration=0 Reason=-15526

10:01:08:189 cg1A-ctisvr Trace: MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=5002

10:01:08:189 cg1A-ctisvr Trace: SkTgtID=5002 SkGrpNo=0xbb8 SkGrpID=5003 NumLines=0 CurLine=0 ClientStatus=0x1 Direction=0

10:05:00:176 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=15:05:00 UTC NewHalfHour=FALSE

10:10:00:169 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=15:10:00 UTC NewHalfHour=FALSE

10:15:00:162 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=15:15:00 UTC NewHalfHour=FALSE

10:17:16:853 cg1A-ctisvr Trace: ProcessSetAgentStateRequest - sessionID 2

10:17:16:853 cg1A-ctisvr Trace: *** RemoveFromAssociateAgentList(); REMOVED: SessionID=2 AgentID=121212 PeripheralID=5000

10:17:16:853 cg1A-ctisvr Trace: CSTASetAgentState: InvokeID=0x2200313d Dev=82868 AgentMode=LOG_OUT AGID=121212 SG=-1(0xffffffff))

10:17:16:853 cg1A-ctisvr Trace: PrivateData: EventReasonCode=1 WorkMode=0 NumAdditionalGroups=0 PositionID= SupervisorID= ClientAddress=

10:17:16:856 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext=82868 Inst=82868 Sig=CTIOSServer

10:17:16:856 cg1A-ctisvr Trace: SkgState=LOGOUT SkgDuration=0 OverallState=NOT_READY OverallDuration=969 Reason=1

10:17:16:856 cg1A-ctisvr Trace: MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=5002

10:17:16:856 cg1A-ctisvr Trace: SkTgtID=5002 SkGrpNo=0x4ad3 SkGrpID=5000 NumLines=0 CurLine=-1 ClientStatus=0x1 Direction=0

10:17:16:856 cg1A-ctisvr Trace: SET_CLIENT_STATUS_REQ: InvokeID=0x2200313e Periph=5000 Status=0x0 AgentID=121212 Signature:

10:17:16:856 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext= Inst= Sig=CTIOSServer

10:17:16:856 cg1A-ctisvr Trace: SkgState=LOGOUT SkgDuration=0 OverallState=LOGOUT OverallDuration=0 Reason=1

10:17:16:856 cg1A-ctisvr Trace: MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=5002

10:17:16:856 cg1A-ctisvr Trace: SkTgtID=5002 SkGrpNo=0xbb8 SkGrpID=5003 NumLines=0 CurLine=-1 ClientStatus=0x1 Direction=0

10:17:16:856 cg1A-ctisvr Trace: CTIUpdateREMask - WARNING: Agent Desk Setting is set to -1.

10:17:16:856 cg1A-ctisvr Trace: ProcessAgentEvent: Agent(121212) cleared from Device(82868).

10:17:16:856 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext= Inst= Sig=CTIOSServer

10:17:16:856 cg1A-ctisvr Trace: SkgState=LOGOUT SkgDuration=0 OverallState=LOGOUT OverallDuration=0 Reason=1

10:17:16:856 cg1A-ctisvr Trace: MRDID=1 NumTasks=0 MaxTaskLimit=0 AgtMode=0 AGTAvailabilityStatus=0 ICMAgtID=5002

10:17:16:856 cg1A-ctisvr Trace: SkTgtID=5002 SkGrpNo=0xffffffff SkGrpID=-1 NumLines=0 CurLine=-1 ClientStatus=0x1 Direction=0

10:17:16:856 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext= Inst= Sig=CTIOSServer

10:17:16:856 cg1A-ctisvr Trace: SkgState=LOGOUT SkgDuration=0 OverallState=LOGOUT OverallDuration=0 Reason=1

10:17:16:856 cg1A-ctisvr Trace: MRDID=1 NumTasks=0 MaxTaskLimit=0 AgtMode=0 AGTAvailabilityStatus=0 ICMAgtID=5002

10:17:16:856 cg1A-ctisvr Trace: SkTgtID=5002 SkGrpNo=0xffffffff SkGrpID=-1 NumLines=0 CurLine=-1 ClientStatus=0x1 Direction=0

10:17:16:856 cg1A-ctisvr Trace:

10:17:16:856 cg1A-ctisvr Trace: CSTASetAgentStateConfEvent: InvokeID=0x2200313d

10:17:16:857 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext= Inst= Sig=

10:17:16:857 cg1A-ctisvr Trace: SkgState=UNKNOWN SkgDuration=0 OverallState=LOGOUT OverallDuration=0 Reason=0

10:17:16:857 cg1A-ctisvr Trace: MRDID=1 NumTasks=0 MaxTaskLimit=0 AgtMode=0 AGTAvailabilityStatus=0 ICMAgtID=5002

10:17:16:857 cg1A-ctisvr Trace: SkTgtID=5002 SkGrpNo=0xffffffff SkGrpID=-1 NumLines=0 CurLine=-1 ClientStatus=0x0 Direction=0

10:17:16:857 cg1A-ctisvr Trace:

10:17:16:857 cg1A-ctisvr Trace: SET_CLIENT_STATUS_RESP: InvokeID=0x2200313e ResultCode=0(OK)

10:17:17:377 cg1A-ctisvr Trace: CTIApplication::ProcessClientEventReportRequest - sessionID 2

10:17:17:377 cg1A-ctisvr Trace: CTIApplication::ProcessClientEventReportRequest - CTIOS_NUM_CLIENT:0

10:20:00:156 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=15:20:00 UTC NewHalfHour=FALSE

10:25:00:148 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=15:25:00 UTC NewHalfHour=FALSE

10:30:00:290 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=15:30:00 UTC NewHalfHour=TRUE

10:30:00:606 cg1A-ctisvr CTIServer ACTIVE, 1 CTI Client connection(s), 0 call(s) in progress, PG Status: NORMAL

10:30:00:606 cg1A-ctisvr Period connection(s): 0 Period call(s): 1 (0.00 calls/sec)

10:30:00:606 cg1A-ctisvr Period EnterpriseCTI traffic: 1143 messages (0.64 msgs/sec)

10:30:00:606 cg1A-ctisvr 223236 bytes / 1800 seconds (124.02 bytes/sec)

10:30:00:606 cg1A-ctisvr 216 heartbeats (0.12 hb/sec)

10:30:00:606 cg1A-ctisvr 0.00ms average queue time/msg

10:30:00:606 cg1A-ctisvr 0.02ms average CPU time/msg (0.00% busy)

10:35:00:183 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=15:35:00 UTC NewHalfHour=FALSE

10:40:00:175 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=15:40:00 UTC NewHalfHour=FALSE

10:45:00:166 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=15:45:00 UTC NewHalfHour=FALSE

10:50:00:158 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=15:50:00 UTC NewHalfHour=FALSE

10:55:00:149 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=15:55:00 UTC NewHalfHour=FALSE

11:00:00:289 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=16:00:00 UTC NewHalfHour=TRUE

11:00:00:555 cg1A-ctisvr CTIServer ACTIVE, 1 CTI Client connection(s), 0 call(s) in progress, PG Status: NORMAL

11:00:00:555 cg1A-ctisvr Period connection(s): 0 Period call(s): 0 (0.00 calls/sec)

11:00:00:555 cg1A-ctisvr Period EnterpriseCTI traffic: 1129 messages (0.63 msgs/sec)

11:00:00:555 cg1A-ctisvr 222554 bytes / 1800 seconds (123.64 bytes/sec)

11:00:00:555 cg1A-ctisvr 218 heartbeats (0.12 hb/sec)

11:00:00:555 cg1A-ctisvr 0.00ms average queue time/msg

11:00:00:555 cg1A-ctisvr 0.04ms average CPU time/msg (0.00% busy)

11:05:00:180 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=16:05:00 UTC NewHalfHour=FALSE

11:10:00:170 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=16:10:00 UTC NewHalfHour=FALSE

11:15:00:160 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=16:15:00 UTC NewHalfHour=FALSE

11:20:00:150 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=16:20:00 UTC NewHalfHour=FALSE

11:25:00:189 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=16:25:00 UTC NewHalfHour=FALSE

11:30:00:274 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=16:30:00 UTC NewHalfHour=TRUE

11:30:00:640 cg1A-ctisvr CTIServer ACTIVE, 1 CTI Client connection(s), 0 call(s) in progress, PG Status: NORMAL

11:30:00:640 cg1A-ctisvr Period connection(s): 0 Period call(s): 0 (0.00 calls/sec)

11:30:00:640 cg1A-ctisvr Period EnterpriseCTI traffic: 1119 messages (0.62 msgs/sec)

11:30:00:640 cg1A-ctisvr 222434 bytes / 1800 seconds (123.57 bytes/sec)

11:30:00:640 cg1A-ctisvr 213 heartbeats (0.12 hb/sec)

11:30:00:640 cg1A-ctisvr 0.00ms average queue time/msg

11:30:00:640 cg1A-ctisvr 0.03ms average CPU time/msg (0.00% busy)

11:35:00:185 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=16:35:00 UTC NewHalfHour=FALSE

11:40:00:177 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=16:40:00 UTC NewHalfHour=FALSE

11:45:00:191 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=16:45:00 UTC NewHalfHour=FALSE