We had a report of multiple callers getting the "We currently experiencing system problems" last Friday and I was noticed that there were a large number of Aborted calls with a Reason of Too many transfer Failures. I am trying to determine if this is a an issue with the script (been in production for several years, no recent changes) or with the agents themselves.
I found this in the logs as well:
8311740: May 07 10:33:32.158 CDT %MIVR-SS_TEL-7-UNK:Call.transferFailed(10236, RESOURCE_NOT_ACKNOWLEDGING) JTAPICallContact[id=17272,implId=8400077/2,state=STATE_ANSWERED_IDX,inbound=true,App name=CRCInterceptQueue,task=45000031988,session=94000015927,seq num=1,cn=31002,dn=31002,cgn=6188308895,ani=null,dnis=null,clid=null,atype=REDIRECT,lrd=31000,ocn=31000,route=RP[num=31002],OrigProtocolCallRef=0000000000802CCD02263C1800000000,DestProtocolCallRef=null,TP=30207]
8311914: May 07 10:33:33.137 CDT %MIVR-SS_TEL-7-UNK:Call.transferFailed(10667, UNKNOWN) JTAPICallContact[id=17272,implId=8400077/2,state=STATE_ANSWERED_IDX,inbound=true,App name=CRCInterceptQueue,task=45000031988,session=94000015927,seq num=1,cn=31002,dn=31002,cgn=6188308895,ani=null,dnis=null,clid=null,atype=REDIRECT,lrd=31000,ocn=31000,route=RP[num=31002],OrigProtocolCallRef=0000000000802CCD02263C1800000000,DestProtocolCallRef=null,TP=30207]
8312134: May 07 10:33:34.117 CDT %MIVR-SS_TEL-7-UNK:Call.transferFailed(10667, UNKNOWN) JTAPICallContact[id=17272,implId=8400077/2,state=STATE_ANSWERED_IDX,inbound=true,App name=CRCInterceptQueue,task=45000031988,session=94000015927,seq num=1,cn=31002,dn=31002,cgn=6188308895,ani=null,dnis=null,clid=null,atype=REDIRECT,lrd=31000,ocn=31000,route=RP[num=31002],OrigProtocolCallRef=0000000000802CCD02263C1800000000,DestProtocolCallRef=null,TP=30207]
8312305: May 07 10:33:35.097 CDT %MIVR-SS_TEL-7-UNK:Call.transferFailed(10667, UNKNOWN) JTAPICallContact[id=17272,implId=8400077/2,state=STATE_ANSWERED_IDX,inbound=true,App name=CRCInterceptQueue,task=45000031988,session=94000015927,seq num=1,cn=31002,dn=31002,cgn=6188308895,ani=null,dnis=null,clid=null,atype=REDIRECT,lrd=31000,ocn=31000,route=RP[num=31002],OrigProtocolCallRef=0000000000802CCD02263C1800000000,DestProtocolCallRef=null,TP=30207]
8312478: May 07 10:33:36.079 CDT %MIVR-SS_TEL-7-UNK:Call.transferFailed(10667, UNKNOWN) JTAPICallContact[id=17272,implId=8400077/2,state=STATE_ANSWERED_IDX,inbound=true,App name=CRCInterceptQueue,task=45000031988,session=94000015927,seq num=1,cn=31002,dn=31002,cgn=6188308895,ani=null,dnis=null,clid=null,atype=REDIRECT,lrd=31000,ocn=31000,route=RP[num=31002],OrigProtocolCallRef=0000000000802CCD02263C1800000000,DestProtocolCallRef=null,TP=30207]
8312651: May 07 10:33:37.064 CDT %MIVR-SS_TEL-7-UNK:Call.transferFailed(10667, UNKNOWN) JTAPICallContact[id=17272,implId=8400077/2,state=STATE_ANSWERED_IDX,inbound=true,App name=CRCInterceptQueue,task=45000031988,session=94000015927,seq num=1,cn=31002,dn=31002,cgn=6188308895,ani=null,dnis=null,clid=null,atype=REDIRECT,lrd=31000,ocn=31000,route=RP[num=31002],OrigProtocolCallRef=0000000000802CCD02263C1800000000,DestProtocolCallRef=null,TP=30207]
8313249: May 07 10:33:39.810 CDT %MIVR-SS_TEL-7-UNK:Call.transferFailed(10667, UNKNOWN) JTAPICallContact[id=17272,implId=8400077/2,state=STATE_ANSWERED_IDX
I checked the agent with ext 10236 states and they went to not ready for RNA multiple times during the day, but reported that they didn't notice this behavior.
Any insight would be greatly appreciated.
Thanks,
Joe
