Packaged CCE ICM - Skill Group node not routing calls to agents

[southbaseline]

Hello everyone,

I need help on PCCE ICM Scripting.

Calls are not routing to agents if its going through a Skill Group or Queue to Skill Group node. Calls will be routing if i will try Agent node. I cann see the calls hitting the Node in monitor mode.

In Router Log Viewer i see this log:

"Routing to DeskLink route <Skill_Group> (ID 5011) but no agent or skillGroup found; using default route"

Please help!

Thank you!

[Chintan Gajjar]

Hi,

Can you please share Screenshot of Script and skill group node.

also please rtr logs for the call made.

regards

Chintan

[southbaseline]

Thank you for the reply Chintan!

The problem has been resolved.

There was no issue. It was the test account in Finesse that goes not ready every time there is an email come in to the queue. I removed the user from the email queue and the agent stays Ready and calls routed.

Thank you again!

southbaseline