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EIM - Default Exception Queue

lohjintiam
Level 4
Level 4

Hi all,

 

EIM v9.0.2.4, UCCE v10.5.1

I'm having a reoccurring issue where all emails are initially routed to the proper queue but after exactly an hour / 2 hours, they are moved to default exception queue (since there are no available agents). We have set both the wait time & MRD max duration to a high value (2163000 secs).

 

Any ideas?

 

Thanks!

-JT-

22 Replies 22

Yes, the value defined on MRD configuration under media routing domain list takes the precedence over the registry.

By the way, where can we configure it on media class list?

Max Duration lives on both the Media Class List and the Media Routing Domain List tools. The on-line help has the same statement in each case. For Media Class it says:

Max duration (required)
The number of seconds that OPC allows a task in this MRD to live. If OPC does not receive an End Task message for a task in this MRD within this time period, it automatically ends the task.

It's not "required" on the MRD, probably because it inherits from the Media Class, but you could override the inherited value.

Regards,
Geoff

I don't see a max queue time on Media Class. it has the max duration for the Task.

What is the relation between Task time and Queue time?

I am so sorry - that will teach me to try to go from memory. You are correct.

The maximum number of seconds a call is allowed to be in a queue for the selected media routing domain.

Note: In addition to the preceding settings for specifying the calls in a queue, you should also be aware of the following two registry settings: HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<instance>\RouterA\Router\CurrentVersion\Configuration\Queuing\MaxCalls

Determines the total number of simultaneous calls allowed in queue by the router. Once this limit is reached, further attempts to queue the call will fail. The default value is 10,000.

Note: HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<instance>\RouterA\Router\CurrentVersion\Configuration\Queuing\MaxCalls\MaxCallsPerCallType

Determines the total number of simultaneous calls allowed in queue by the router per call type. Once this limit is reached, further attempts to queue the call will fail. The default value is 10,000.

Regards,
Geoff

Nope You have got a valid point here.

In Addition to the MaxTimeInQueue we may also need to change the max duration, in MRD configuration.

Router can still allow the task to be queued till the time defined in MaxTimeInQueue but OPC can end it if its exceeds Max Duration. That is what i understand.

Got to test this out though :).

Yes I guess the task also include queue time, so we should consider the queue time too... when you test that please let us know.

cndilip123
Level 1
Level 1

Hi JT,

You say MRD max duration?

I think you should update "Max time in queue" to 2163000 seconds?

Regards,

Dilip

Hi Dilip,

 

Yup that is correct. For existing emails which are already sitting in the queue, any way we can check when their max wait time will expire?

 

Thanks!

-JT-