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Failed to reserve agent for personal callback

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wahyukurnia
Level 1
Level 1

‎04-14-2015 03:19 AM - edited ‎03-14-2019 02:40 PM

Hi All,

 

I have following environment:

  • PCCE 10.5 with SIP dialer
  • E1 port connected to PSTN

I have set up call routing and inbound/outbound calls.

Incoming and Outbound dialing (Predictive & Direct Preview) can work properly.

Schedule callback can work properly.

 

Now I am trying enabling Personal Callback. Unfortunately the personal callback did not ring to the agent while he was in ready state.

I see in the Personal Callback List table, there is new row when the agent press the Callback button.

I see also in this table the call result is "17" or "Failed to reserve agent for personal callback" after the system tried 5 times.

 

Any idea to solve this problem?

Please advise,

 

Wahyu

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Chintan Gajjar
Level 8
Level 8
In response to wahyukurnia

‎04-14-2015 10:17 PM

log shows that you dont have your personal call back DN configured for MR PG.

you have to configure that associate with the call type and schedule personal call back script against it.

the dialed number string will be "PersonalCallback"

 

 

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Chintan Gajjar
Level 8
Level 8

‎04-14-2015 04:20 PM

can you post the personal call back script? basically a queue to agent node?

do you see call hitting personal call back script?

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wahyukurnia
Level 1
Level 1
In response to Chintan Gajjar

‎04-14-2015 09:28 PM

Hi Chintan,

 

Attached is the personal callback script.

PCCE and UCCE have different configuration.

PCCE didn't have "Enterprise Skill Group" and "Enterprise Route" configuration.

During the testing, I didn't see call hitting the personal call back script.

Below is the router trace result.

Events from April 14, 2015:
17:54:00:853 ra-rtr Trace: Debug turned on: Agent,Route,Select,TranRoute,VRU,CallQ.
17:54:00:853 ra-rtr Trace: Current debug flags: Default,Agent,Route,Select,TranRoute,VRU,CallQ.
17:54:06:215 ra-rtr Trace: Current debug flags: Default,Agent,Route,Select,TranRoute,VRU,CallQ.
17:56:15:851 ra-rtr Trace: (26 x 0 : 0 0) NewCall: CID=(151313,211), DN=7709, ANI=, CED=, RCID=5006, MRDID=1, CallAtVRU=1, OpCode=0.
17:56:15:852 ra-rtr Trace:  RCKSeqNum=-1, NIC_DN=.
17:56:15:852 ra-rtr Trace: Select: 0 5040  5040.
17:56:15:852 ra-rtr Trace: Agent 5037 AssignedCall in domain 1. State changed from [rdy-0:1,RA] to [rdy-0:1,RA*].
17:56:15:852 ra-rtr Trace: (26 x 0 : 0 0) RouteComplete:.
17:56:15:852 ra-rtr Trace:  Route: DN=7709, ANI=, CED=, Label=5001 .
17:56:15:852 ra-rtr Trace:  Route: CID=(151313,211), Labels=1.
17:56:15:852 ra-rtr Trace: (26 x 0 : 0 0) DeviceTargetPreCall_V12: CID=(151313,211), PerID=5000, SGSTID=5040, AGSTID=5037 NetworkCallFlags=0, InvokeID=60, GREET=.
17:56:15:852 ra-rtr Trace:  DN=7709, ANI=, CED=, CustDBProvidedDigits=, RouteID=5001, NetworkTargetID=0.
17:56:15:852 ra-rtr Trace:  RCKSeqNum=0, DelayQTime=0, DelayRouterTime=0, SGDelayQTime=0.
17:56:15:852 ra-rtr Trace:  CallGUID=, CustomerID=1.
17:56:15:852 ra-rtr Trace:  LocationParamPKID=, LocationParamName=, SIPHeader=.
17:56:15:852 ra-rtr Trace:  NIC_CalledPartyNumber=7709.
17:56:15:852 ra-rtr Trace:  PV1= PV2= PV3= PV4= PV5=.
17:56:15:852 ra-rtr Trace:  PV6= PV7= PV8= PV9= PV10=.
17:56:15:852 ra-rtr Trace: (26 x 0 : 0 0) Connect: CID=(151313,211), EventSelect=0, ServiceType=0, RCID=5006, Label(s)=5001.
17:56:15:852 ra-rtr Trace: (26 x 0 : 0 0) Deleting Dialog..
17:56:16:058 ra-rtr Trace: Agent 5037 from PG domain 1. [rdy-0:1,RA*] to [rdy-0+1:1,R].
17:56:16:058 ra-rtr Trace: Agent 5037 from PG domain 1. [rdy-0+1:1,R] to [res-1:1,R].
17:56:16:058 ra-rtr Trace: Agent 5037 from PG domain 1. [res-1:1,R] to [tlk-1:1,R].
17:56:49:783 ra-rtr Trace: Agent 5037 from PG domain 1. [tlk-1:1,R] to [rdy-0:1,RA].
17:57:02:601 ra-rtr Trace: (27 x 0 : 0 0) NewCall: CID=(151313,212), DN=PersonalCallback, ANI=, CED=, RCID=5006, MRDID=1, CallAtVRU=1, OpCode=0.
17:57:02:601 ra-rtr Trace:  RCKSeqNum=-1, NIC_DN=.
17:57:02:601 ra-rtr Trace: (27 x 0 : 0 0) Unknown dialed number (PersonalCallback) - using default call type (1).
17:57:02:601 ra-rtr Trace: (27 x 0 : 0 0) Unable to find scheduled script for dialed number: ??? (ID: 0) with call type: BuiltIn (ID: 1). .
17:57:02:601 ra-rtr Trace: (27 x 0 : 0 0) Script: ??? (ID: 0), failed to produce route for dialed number: ???, with call type: BuiltIn (ID: 1). .
17:57:02:601 ra-rtr Trace: (27 x 0 : 0 0) No default label available for dialed number: ??? (ID: 0). .
17:57:02:601 ra-rtr Trace: (27 x 0 : 0 0) No Default Route: dn=PersonalCallback, ani=, ced=, label=, pv1=, pv2=, pv3=, pv4=, pv5=, pv6=, pv7=, pv8=, pv9=, pv10=.
17:57:02:601 ra-rtr Trace: (27 x 0 : 0 0) Deleting Dialog..
18:02:03:431 ra-rtr Trace: (28 x 0 : 0 0) NewCall: CID=(151313,213), DN=PersonalCallback, ANI=, CED=, RCID=5006, MRDID=1, CallAtVRU=1, OpCode=0.
18:02:03:431 ra-rtr Trace:  RCKSeqNum=-1, NIC_DN=.
18:02:03:431 ra-rtr Trace: (28 x 0 : 0 0) Unknown dialed number (PersonalCallback) - using default call type (1).
18:02:03:431 ra-rtr Trace: (28 x 0 : 0 0) Unable to find scheduled script for dialed number: ??? (ID: 0) with call type: BuiltIn (ID: 1). .
18:02:03:431 ra-rtr Trace: (28 x 0 : 0 0) Script: ??? (ID: 0), failed to produce route for dialed number: ???, with call type: BuiltIn (ID: 1). .
18:02:03:431 ra-rtr Trace: (28 x 0 : 0 0) No default label available for dialed number: ??? (ID: 0). .
18:02:03:431 ra-rtr Trace: (28 x 0 : 0 0) No Default Route: dn=PersonalCallback, ani=, ced=, label=, pv1=, pv2=, pv3=, pv4=, pv5=, pv6=, pv7=, pv8=, pv9=, pv10=.
18:02:03:431 ra-rtr Trace: (28 x 0 : 0 0) Deleting Dialog..
18:07:04:812 ra-rtr Trace: (29 x 0 : 0 0) NewCall: CID=(151313,214), DN=PersonalCallback, ANI=, CED=, RCID=5006, MRDID=1, CallAtVRU=1, OpCode=0.
18:07:04:812 ra-rtr Trace:  RCKSeqNum=-1, NIC_DN=.
18:07:04:812 ra-rtr Trace: (29 x 0 : 0 0) Unknown dialed number (PersonalCallback) - using default call type (1).
18:07:04:812 ra-rtr Trace: (29 x 0 : 0 0) Unable to find scheduled script for dialed number: ??? (ID: 0) with call type: BuiltIn (ID: 1). .
18:07:04:813 ra-rtr Trace: (29 x 0 : 0 0) Script: ??? (ID: 0), failed to produce route for dialed number: ???, with call type: BuiltIn (ID: 1). .
18:07:04:813 ra-rtr Trace: (29 x 0 : 0 0) No default label available for dialed number: ??? (ID: 0). .
18:07:04:813 ra-rtr Trace: (29 x 0 : 0 0) No Default Route: dn=PersonalCallback, ani=, ced=, label=, pv1=, pv2=, pv3=, pv4=, pv5=, pv6=, pv7=, pv8=, pv9=, pv10=.
18:07:04:813 ra-rtr Trace: (29 x 0 : 0 0) Deleting Dialog..

 

Please advise,

Wahyu

 

personalcallback_001.zip
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Go to solution
Chintan Gajjar
Level 8
Level 8
In response to wahyukurnia

‎04-14-2015 10:17 PM

log shows that you dont have your personal call back DN configured for MR PG.

you have to configure that associate with the call type and schedule personal call back script against it.

the dialed number string will be "PersonalCallback"

 

 

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Sivanesan Rathinam
Level 4
Level 4

‎11-22-2015 11:10 AM

Wahyu / chintan - Can you please advise on below error i am also hitting same error in PCCE-10.5.2a

 

I configured DN which is mapped to Routnh Type as Outbound_voice and MR as Cisco_Voice

Below is the DN Record

Dialed Number Record(s)

  • out.3092013

DN --> Mapped to CT --> Routing Script with call.PreferredAgent ID and i can see PCB is getting updated in DB and remains Active when it close to dialout then its getting failed as 17 and no calls were hitting Routing Script

 

22:30:24:345 rb-rtr Trace: (52 x 0 : 0 0) NewCall: CID=(151535,288), DN=PersonalCallback, ANI=, CED=, RCID=5006, MRDID=1, CallAtVRU=1, OpCode=0.
22:30:24:345 rb-rtr Trace: (52 x 0 : 0 0) Unable to find scheduled script for dialed number: ??? (ID: 0) with call type: BuiltIn (ID: 1). .
22:30:24:345 rb-rtr Trace: (52 x 0 : 0 0) Script: ??? (ID: 0), failed to produce route for dialed number: ???, with call type: BuiltIn (ID: 1). .
22:30:24:345 rb-rtr Trace: (52 x 0 : 0 0) No default label available for dialed number: ??? (ID: 0). .
22:30:24:345 rb-rtr Trace: (52 x 0 : 0 0) Deleting Dialog..
22:35:25:536 rb-rtr Trace: (53 x 0 : 0 0) NewCall: CID=(151535,289), DN=PersonalCallback, ANI=, CED=, RCID=5006, MRDID=1, CallAtVRU=1, OpCode=0.
22:35:25:536 rb-rtr Trace: (53 x 0 : 0 0) Unable to find scheduled script for dialed number: ??? (ID: 0) with call type: BuiltIn (ID: 1). .
22:35:25:536 rb-rtr Trace: (53 x 0 : 0 0) Script: ??? (ID: 0), failed to produce route for dialed number: ???, with call type: BuiltIn (ID: 1). .
22:35:25:536 rb-rtr Trace: (53 x 0 : 0 0) No default label available for dialed number: ??? (ID: 0). .
22:35:25:536 rb-rtr Trace: (53 x 0 : 0 0) Deleting Dialog..
22:40:26:702 rb-rtr Trace: (54 x 0 : 0 0) NewCall: CID=(151535,290), DN=PersonalCallback, ANI=, CED=, RCID=5006, MRDID=1, CallAtVRU=1, OpCode=0.
22:40:26:702 rb-rtr Trace: (54 x 0 : 0 0) Unable to find scheduled script for dialed number: ??? (ID: 0) with call type: BuiltIn (ID: 1). .
22:40:26:702 rb-rtr Trace: (54 x 0 : 0 0) Script: ??? (ID: 0), failed to produce route for dialed number: ???, with call type: BuiltIn (ID: 1). .
22:40:26:702 rb-rtr Trace: (54 x 0 : 0 0) No default label available for dialed number: ??? (ID: 0). .
22:40:26:702 rb-rtr Trace: (54 x 0 : 0 0) Deleting Dialog..

 

SIVANESAN R
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Sivanesan Rathinam
Level 4
Level 4
In response to Sivanesan Rathinam

‎11-22-2015 11:29 AM

Got it

 

Dialed Number Record(s)

  • out.PersonalCallback
SIVANESAN R
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