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ECE 12.5 Default Exception Queue

aohareuri
Level 1
Level 1

‎02-14-2021 02:07 PM

We recently upgraded from ECE 11.6 to ECE 12.5. In 11.6 Administrators could pick emails from the default exception queue, I see in 12.5 that now administrators and supervisors can however when trying to pick from the DEQ we get an error "

UCCE is not able to route this activity to the target agent. Ensure that PickPull node is configured in UCCE routing scripts"
 
This is a standalone queue currently, not integrated to UCCE, and it doesn't appear to allow you to link it to UCCE. Does anybody know how to allow emails to be picked / pulled from the Default Exception Queue in ECE 12.5?
 
We have a TAC case open, so far TAC isn't sure and they're opening an eGain escalation.
2 people had this problem
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3 Replies 3

Konstantin Vaksin
Cisco Employee
Cisco Employee

‎02-15-2021 04:24 AM

ECE should be integrated with UCCE. It is not supported to run it as standalone

Kostia
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Omar Deen
Spotlight
Spotlight

‎03-23-2021 08:21 PM

Are you on CCE 12.0 or 12.5? If so, did you add the Pick/Pull node into the ICM script?

You can't Pull from the DEQ, only Pick. the Pull functionality simply auto routes the 10 (or whatever numbers is configured) oldest/priority emails in the queue to the agent.

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Stanislav Matejovsky
Level 1
Level 1

‎10-27-2022 09:41 PM - edited ‎10-27-2022 11:03 PM

I had a similar issue on ECE 12.6 but with picking from DEQ when agent is in not-ready state when error message is
"UCCE is not able to route this activity to the target agent. Please ensure that Enable Pick Pull While Not Ready setting is enabled at UCCE end. Also please make sure that target agent is available"

I found this topic and when I looked at it in more detail, I have an answer to the original question as well as a new one about the pick if the agent is in a not-read state.

DEQ is of course not an integrated queue and the answer from Kostia and Omar is not completely accurate because it is not really a standalone ECE and of course You will use a pick for take activities from DEQ. I tested if agent(SV) need rights to original queue from which activities were tranfered to DEQ but it's not needed in time of picking from DEQ and there is just need to have pickpull node in script used for original queue from which were activity transfered to DEQ. Secondary like in my example if You need to picking activity when agent is in not-ready state just change it in registry on Router 
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\kc12t\RouterA\Router\CurrentVersion\Configuration\Config\EnablePickPullWhileInNotReady

Before this change You can see in logs dialog fail when You try to pick when agent is not-ready for email MRD.

Logs from ECE PIM when agent is in not-ready state for email

06:49:48:493 PG2A-pim1 Trace: Application->PG:
Message = NEW_TASK; Length = 204 bytes
DialogueID = (746) Hex 000002ea
SendSeqNo = (1) Hex 00000001
MRDomainID = (5001) Hex 00001389
PreviousTask = -1:-1:-1
PreferredAgent = (5197) Hex 0000144d
Service = (0) Hex 00000000
CiscoReserved = (0) Hex 00000000
ScriptSelector: TEST_DN_1
ServiceRequested = (4) Hex 00000004
QueueType = (0) Hex 00000000
QueueID = (5020) Hex 0000139c

06:49:48:493 PG2A-pim1 Trace: MR_Peripheral::Send_ToOpc_CSTADeliveredInitiated_V3:
06:49:48:509 PG2A-pim1 Trace: Call ID=746, MRDomainID=5001, PreviousTask: TaskGroupHigh=-1, TaskGroupLow=-1, SequenceNumber=-1, Service=0, CallOriginated=
06:49:48:509 PG2A-pim1 Trace: ScriptSelector=TEST_DN_1
06:49:48:509 PG2A-pim1 Trace: Send INRCMSGNewCall to Router : :
NEW_CALL RCID=5004 PID=5001 DID=746 DIDRelSeq#=1 GrpDelKey=5004 CRS(RtrDate=-1,RtrCID=-1) RCKSeq#=-1 NICCallID={N/A} PGCallID={N/A} OperationCode=CLASSIC OperationFlags=COOP_NONE CalledParty#=110_KOOP_nezkategorizovano CallingParty#= CED= MsgOrigin=1 RouteDevType=6 Originator=kcecedata1dc NICCalledParty#= NetDelay=0 Priority=0 OrigType=0 atVRU=T CLIDRestrict=F PrefAGSTID=5197 MRDomainID=5001 LegacyPreCallMsgEnabled=F CID=0, ServiceReq=4 QueueType=0 QueueID=5020
06:49:48:524 PG2A-pim1 Trace: MR_Peripheral::On_Router_DialogFail:
DIALOG_FAIL RCID=5004 PID=5001 FailureType=2 NumOfEvents=1 RtrDate=154067 RtrCID=981 RCKSeq#=0 DID=746 DIDRelSeqNo=0 ReasonCode=44
06:49:48:524 PG2A-pim1 Trace: PG->Application:
Message = NEW_TASK_FAILURE_EVENT; Length = 24 bytes
DialogueID = (746) Hex 000002ea
SendSeqNo = (1) Hex 00000001
ReasonCode = (224) Hex 000000e0
IcmTaskID = 154067:981: 0

Logs from ECE PIM when agent is in ready state for email

07:37:29:228 PG2A-pim1 Trace: Application->PG:
Message = NEW_TASK; Length = 191 bytes
DialogueID = (747) Hex 000002eb
SendSeqNo = (1) Hex 00000001
MRDomainID = (5001) Hex 00001389
PreviousTask = -1:-1:-1
PreferredAgent = (5197) Hex 0000144d
Service = (0) Hex 00000000
CiscoReserved = (0) Hex 00000000
ScriptSelector: TEST_DN_1
ServiceRequested = (4) Hex 00000004
QueueType = (0) Hex 00000000
QueueID = (5020) Hex 0000139c

07:37:29:228 PG2A-pim1 Trace: MR_Peripheral::Send_ToOpc_CSTADeliveredInitiated_V3:
07:37:29:228 PG2A-pim1 Trace: Call ID=747, MRDomainID=5001, PreviousTask: TaskGroupHigh=-1, TaskGroupLow=-1, SequenceNumber=-1, Service=0, CallOriginated=
07:37:29:228 PG2A-pim1 Trace: ScriptSelector=TEST_DN_1
07:37:29:228 PG2A-pim1 Trace: Send INRCMSGNewCall to Router : :
NEW_CALL RCID=5004 PID=5001 DID=747 DIDRelSeq#=1 GrpDelKey=5004 CRS(RtrDate=-1,RtrCID=-1) RCKSeq#=-1 NICCallID={N/A} PGCallID={N/A} OperationCode=CLASSIC OperationFlags=COOP_NONE CalledParty#=103_KOOP_AUTA CallingParty#= CED= MsgOrigin=1 RouteDevType=6 Originator=kcecedata1dc NICCalledParty#= NetDelay=0 Priority=0 OrigType=0 atVRU=T CLIDRestrict=F PrefAGSTID=5197 MRDomainID=5001 LegacyPreCallMsgEnabled=F CID=0, ServiceReq=4 QueueType=0 QueueID=5020
07:37:29:228 PG2A-pim1 Trace: MR_Peripheral::On_Router_Connect:
CONNECT RCID=5004 PID=5001 DID=747 DIDRelSeq#=0 CRS(RtrDate=154067,RtrCID=982) RCKSeq#=0 ErrorCode=0 TRTargetID=-1 CorrID= EventSel=0 SvcType=0 NICCallID={N/A} PGCallID={N/A} OperationCode=CLASSIC OperationFlags=COOP_NONE NetworkTransferEnabled=F ECCPayloadID=1 InvokeID=1104 NICCalledParty#=103_KOOP_AUTA SGSTID=5020 PQID=0 SvcSTID=-1 AGSTID=5197 AGInfo=1019, MRDID=5001 Interruptible=1
07:37:29:228 PG2A-pim1 Trace: MR_Peripheral::On_PendingConnect:
CONNECT RCID=5004 PID=5001 DID=747 DIDRelSeq#=0 CRS(RtrDate=154067,RtrCID=982) RCKSeq#=0 ErrorCode=0 TRTargetID=-1 CorrID= EventSel=0 SvcType=0 NICCallID={N/A} PGCallID={N/A} OperationCode=CLASSIC OperationFlags=COOP_NONE NetworkTransferEnabled=F ECCPayloadID=1 InvokeID=1104 NICCalledParty#=103_KOOP_AUTA SGSTID=5020 PQID=0 SvcSTID=-1 AGSTID=5197 AGInfo=1019, MRDID=5001 Interruptible=1
07:37:29:228 PG2A-pim1 Trace: PG->Application:
Message = DO_THIS_WITH_TASK; Length = 181 bytes
DialogueID = (747) Hex 000002eb
SendSeqNo = (1) Hex 00000001
IcmTaskID = 154067:982: 1
SkillGroup = (5020) Hex 0000139c
Service = Undefined
Agent = (5197) Hex 0000144d
AgentInfo: 1019
Label:
ApplicationString2:
MRDID = (5001) Hex 00001389
Interruptible = (1) Hex 00000001
PrecisionQueueID = (0) Hex 00000000

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