Queue call Drops when no agents are available

[karthikageer]

Hi ,

I have created a  simple script to queue calls to a skill group ( attached), and when the agents are busy / not logged in caller is getting busy tone and call is disconnected. I see the below messages in PG logs ( We dont have CVP in our environment). Please let me know how can i get the  call to wait in queue till the agent becomes available. 

04:32:37:320 PG1A-jgw1 Trace: Created from CheckCallInitialized MyConn: GenID: 4067 IDVal: null Dev: 1814206/1 Ext: 1814206 DevTgStr: loggedIn: N.
04:32:37:320 PG1A-jgw1 Trace: handleConnCreated CID: 16948980 set mySourceConnection.
04:32:37:320 PG1A-jgw1 Trace: CallCtlConnEstablishedEv CID: 16948980 Addr: 1814206 Calling: 1814206 Called: 2992 LastRed: <null> Cause: NORMAL.
04:32:37:327 PG1A-jgw1 Trace: MyConn: GenID: 4068 IDVal: 0 Dev: 1814206/1 Ext: 1814206 DevTgStr: Addr: 1814206 State: CONNECTED CCState: ESTABLISHED prevCCState: ESTABLISHED loggedIn: N.
04:32:37:327 PG1A-jgw1 Trace: MsgRouteRequest: CID: 16948980 XRefID: 32 ConnDevID: 1814206/1 CallingDev: 1814206 CurrentRoute: 2992 UniqueID: 0000000000029EF40121851100000000.
04:32:37:344 PG1A-jgw1 Trace: MsgRouteEndRequest: XRefID: 32 ErrorValue: 1011.
04:32:37:350 PG1A-jgw1 Trace: RouteEndEvent State: ROUTE_END XRefID: 32 Cause: NO_ERROR RteAddr: 2992.
04:32:37:350 PG1A-jgw1 Trace: Call to endRoute(2) returned in 1 milsecs.

04:32:41:289 PG1A-jgw1 Trace: CallCtlConnDisconnectedEv CID: 16948980 Addr: 1814206 Calling: 1814206 Called: 2992 LastRed: <null> CiscoCause: CAUSE_USERBUSY Cause: BUSY State: DISCONNECTED CCState: DISCONNECTED.
04:32:41:289 PG1A-jgw1 Trace: MyConn: GenID: 4068 IDVal: 0 Dev: 1814206/1 Ext: 1814206 DevTgStr: Addr: 1814206 State: DISCONNECTED CCState: DISCONNECTED prevCCState: ESTABLISHED loggedIn: N.
04:32:41:289 PG1A-jgw1 Trace: Warning: dropping connection cleared for CID: 16948980 because delivered initiated was never sent..
04:32:41:290 PG1A-jgw1 Trace: CallCtlConnDisconnectedEv CID: 16948980 Addr: 2992 Calling: 1814206 Called: 2992 LastRed: <null> CiscoCause: CAUSE_USERBUSY Cause: BUSY State: DISCONNECTED CCState: DISCONNECTED.
04:32:41:290 PG1A-jgw1 Trace: MyConn: GenID: 4066 IDVal: 18973969 Dev: 2992/0 Ext: 2992 DevTgStr: 1814206 Addr: 2992 State: DISCONNECTED CCState: DISCONNECTED prevCCState: DIALING loggedIn: N.
04:32:41:291 PG1A-jgw1 Trace: CallInvalidEv CID: 16948980 CiscoCause: CAUSE_USERBUSY MetaCode: META_CALL_ENDING CiscoFeatureReason: REASON_NORMAL.
04:32:41:291 PG1A-jgw1 Trace: MsgCallCleared: CID: 16948980 ConnDevID: /0 LocConnInfo: -1 Cause: -1 Unique ID: 0000000000029EF40121851100000000.
04:32:41:291 PG1A-jgw1 Trace: CallObservationEndedEv CID: 16948980.
04:32:41:291 PG1A-jgw1 Trace: *** Freeing Call CID: 16948980 MyCID: 2409.
04:34:55:334 PG1A-jgw1 Trace: JVM Total Memory: 33947648 JVM Free Memory: 29860536 JVM Heap in Use: 4087112 JVM has 87.96055% free memory.

Thanks,

Karthik 

[karthikageer]

adding few more lines to the logs
04:32:41:289 PG1A-jgw1 Trace: CallCtlConnDisconnectedEv CID: 16948980 Addr: 1814206 Calling: 1814206 Called: 2992 LastRed: <null> CiscoCause: CAUSE_USERBUSY Cause: BUSY State: DISCONNECTED CCState: DISCONNECTED.
04:32:41:289 PG1A-jgw1 Trace: MyConn: GenID: 4068 IDVal: 0 Dev: 1814206/1 Ext: 1814206 DevTgStr: Addr: 1814206 State: DISCONNECTED CCState: DISCONNECTED prevCCState: ESTABLISHED loggedIn: N.
04:32:41:289 PG1A-jgw1 Trace: Warning: dropping connection cleared for CID: 16948980 because delivered initiated was never sent..
04:32:41:290 PG1A-jgw1 Trace: CallCtlConnDisconnectedEv CID: 16948980 Addr: 2992 Calling: 1814206 Called: 2992 LastRed: <null> CiscoCause: CAUSE_USERBUSY Cause: BUSY State: DISCONNECTED CCState: DISCONNECTED.
04:32:41:290 PG1A-jgw1 Trace: MyConn: GenID: 4066 IDVal: 18973969 Dev: 2992/0 Ext: 2992 DevTgStr: 1814206 Addr: 2992 State: DISCONNECTED CCState: DISCONNECTED prevCCState: DIALING loggedIn: N.
04:32:41:291 PG1A-jgw1 Trace: CallInvalidEv CID: 16948980 CiscoCause: CAUSE_USERBUSY MetaCode: META_CALL_ENDING CiscoFeatureReason: REASON_NORMAL.
04:32:41:291 PG1A-jgw1 Trace: MsgCallCleared: CID: 16948980 ConnDevID: /0 LocConnInfo: -1 Cause: -1 Unique ID: 0000000000029EF40121851100000000.
04:32:41:291 PG1A-jgw1 Trace: CallObservationEndedEv CID: 16948980.
04:32:41:291 PG1A-jgw1 Trace: *** Freeing Call CID: 16948980 MyCID: 2409.
04:34:55:334 PG1A-jgw1 Trace: JVM Total Memory: 33947648 JVM Free Memory: 29860536 JVM Heap in Use: 4087112 JVM has 87.96055% free memory.

[david.macias · Accepted solution]

You need some sort of IVR otherwise the call can't stay connected waiting for an agent. Calls are constantly moving through scripts (ICM, CVP, IP IVR) in your case the call hits the queue node and then it goes to the end node which terminates the call.

david