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Beginner
Beginner

The first agent doesn't get calls

We have a problem that seems odd. The first agent of a day doesn't get calls until any other agents are there. After that, the first agent get calls.

 

We're using UCCX 11.6.1ES1.

 

Example...

Agent1 logged in at 4:03 PM and is directly ready. Caller1 calls at 4:05 PM and stucks in queue. AContact Centergent2 logged in at 4:13 PM (and also ready) and gets Caller1.

Caller2 calls at 4:14 PM and Agent1 gets the call.

 

If Caller1 is faster than Agent1, it's working fine

 

What can we do to fix this? Anyone experienced the same behaviour?

 

Regards

1 ACCEPTED SOLUTION

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Beginner
Beginner

UCCX 11.6.1ES2 fixed this problem

thanks anyway for your help!

View solution in original post

3 REPLIES 3
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Cisco Employee

Can you verify and make sure that agent 1 was indeed the part of CSQ the first caller called into.

Remember: to be a part of a CSQ agent needs to have all the skills in that CSQ.

 

You can probably pull from stock reports to identify the call that came in at 4:05 PM and check which CSQ it went for.

And then verify the agent, by opening a printable report of the resource to check that agent is part of that CSQ.

 

Otherwise this is an odd behavior, and MIVR traces needs to be analyzed.

HTH

Chuck

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Thanks for your answer!

 

Yeah, I checked that already. See the screenshots. First is the Detailed Call CSQ Agent Report and the other one is the Agent State Detail Report for the same CSQ and both agents have identical Resource Configuration.

 

The log is also odd:

Select Resource (--Triggering Contact-- from CSQ1)
ESD: ESD 31 CSQ1 .allocateRsrc(65181947 [14850299/3])
RsrcMgrMsgProcessor: Processing msg: AllocateRsrcMsg (ESD:31 Contact ID:25083 CallID:14850299/3)
ESD: ESD.processAllocateRsrcMsg(AllocateRsrcMsg (ESD:31 Contact ID:25083 CallID:14850299/3))
CallContact: RmCm contact 65181947[14850299/3] (18249) .enqueue(31)
CallContact: RmCm contact 65181947[14850299/3] (18249) .enqueue(31)(Queue ID:6154)
CallContact: RmCm contact 65181947[14850299/3] (18249) .setIaqState(QUEUED_ALLOCATED) from NOT_IN_QUEUE
Agent: Agent Agent3.allocateRsrc(65181947)
Resource: An error has occurred while allocating this resource: Module Name=RM component,A specific description for a trace=rsrc's state is LOGOFF
ESD: Agent [Agent3] is not in Available State so removing agent from all arls  
ESD: Putting contact back in QueuedWaiting state because the selected agent was not available.
CallContact: RmCm contact 65181947[14850299/3] (18249) .setIaqState(QUEUED_WAITING) from QUEUED_ALLOCATED
ESD: Rsrcs in ARL of ESD CSQ1: (CSQ1 Agent1 Order:5)

 

Agent3 was not even at office on that day...

After that the caller was in queue until Agent2 become ready

 

I think I should open a case. We have this problem since 11.6.1. Before it was fine.

Highlighted
Beginner
Beginner

UCCX 11.6.1ES2 fixed this problem

thanks anyway for your help!

View solution in original post