08-21-2016
05:04 PM
- last edited on
03-25-2019
07:30 PM
by
ciscomoderator
Hi all,
I am deploying a UCCE 11 solution and I am having a problem when assigning calls to the agents. The agents gets stuck in reserved but no call is assigned.
In Router Log viewer I see that loginID is returned as label instead of agent extension.
I have checked the configuration (Device Targets, CSS, Partitions ...) and seems to be ok.
Thanks and regards
08-21-2016 10:41 PM
Hi castrillor,
1) What kind of Agents are you using ? CUCM ?
2) what kind of call flow is this ? and who is the initial routing client (CUCM / CVP )?
3) can you please attach the logs from all the process (Router, Pim, opc) attach vru pim & opc as well if it is exists in the call flow.
while attaching the logs , please let know the agent details.
Regards,
Sasikumar.
08-22-2016 09:21 AM
Hi Sasikumar,
Thanks for your answer.
I am using CUCM (jabber) agents. When dialing from one Jabber to the service and the agent is available, the call comes in correctly although ICM label is AgentID and not Agent Extension.
When CVP s used (prompts ...), the problem appears.
Checking CUCM sip trunk towards CVP it is down with code 503 (service unavailable).
When checking CVP call server I see this errorin the log:
137: 10.254.5.23: Aug 22 2016 17:53:59.075 +0200: %CVP_11_0_SIP-3-SIP_INTERNAL_ERROR: ICM Messagebus Plugin is down , Unable to publish GatewayEvent report [id:5005]
Any suggestion is appreciated.
thanks and regards
08-22-2016 10:21 AM
Is your VRU PIM active? i saw "ICM Messagebus Plugin is down" error when PIM disconnects from CVP.
What is the subsystems status showing in CVP diag page?
and router should not select the agent id in any case. How is your script ? Targeting a skill group with LAA node ? can you paste your ICM script here.
08-22-2016 04:02 PM
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