Agent going to reserve mode in finesse but not getting calls.

chola_cisco · ‎04-12-2019

Hi,

I'm facing a issue where one agent in contact centre is going to reserve mode continously but not routed with any calls. When pulling the MIVR logs i'm getting the below error. Can some one assist us in finding the exact issue?

Line 1904: 102302659: Apr 12 12:44:56.097 IST %MIVR-SS_TEL-7-UNK:[MIVR_SS_TEL_PORT_QEXE_2041-169-1319-CONN_FAILED:6165] RequestImpl: CallID:12832 MediaId:1806505/3 Task:36000291563, ConsultCallObserver FAILED, cause: 17, callctl cause: 203
Line 1906: 102302661: Apr 12 12:44:56.097 IST %MIVR-SS_TEL-7-UNK:[MIVR_SS_TEL_TPG_EXE-40-89904-CONSULT_CALL_OBS:6165] RequestImpl: CallID:12832 MediaId:1806505/3 Task:36000291563, ConsultCallObserver():Received msg from original call Interrupted
Line 1907: 102302662: Apr 12 12:44:56.097 IST %MIVR-SS_TEL-7-UNK:[MIVR_ENG_TASKS-31-28-TASK:0x861c8daeb_JesusCalls/JesusCalls_InternalTransfer.aef] CallImpl: Call.transferFailed(6165, RESOURCE_BUSY) JTAPICallContact[id=12832,implId=1806505/3,state=STATE_ANSWERED_IDX,inbound=true,App name=Internal_Transfer,task=36000291563,session=65000163405,seq num=1,cn=1013,dn=1013,cgn=917299484993,ani=null,dnis=null,clid=null,atype=REDIRECT,lrd=1000,ocn=1000,route=RP[num=1013],OrigProtocolCallRef=00000000001B90A9039852C200000000,DestProtocolCallRef=null,TP=2041]

Amer rajai Sha'er · ‎04-15-2019

I am assuming you are seeing this in the log (Call.transferFailed(6165, RESOURCE_BUSY) ) the UCCX is seeing that the agent is becoming busy when the call tried to be initiated to the agent.

Does the agent have a secondary line (second line) that he might be using that is causing this issue?

If not i would suggest you remove this phone from RMCM and then re-add it to reset the JTAPI connection.

Amer

chola_cisco · ‎04-16-2019

Hi Amer,

The agents is not having line 2. Its a EM profile. I have deleted the profile and re-created it but still having the issue. No Calls are landing to the extension.

chola_cisco · ‎04-16-2019

Hi,

The issue has fixed, Re-Creation of profile and re-association of profile in RMCM is not worked. Re-creation of line page in Device profile fixed the issue.