Agent and SkillGroupSkill Target ID's not reflected in TCD

[rmagchoose]

Hi Cisco Experts,

On the TCD records, we noticed that Agent and SkillGroupSkill Target ID's not reflected for a certain agent. Correct SkillGroupID is being reflected on RoutedSkillGroupTargetID, but doesn't show the same on SkillGroupSkillTargetID field unlike all other agents. Call is being routed properly when RCD are checked, on TCD records seems to be incomplete.

I see this on the logs for the incomplete TCD call, and would like to get help in understanding: (logs attached)

12:52:25:384 PG18B-opc CallID 2327 mapped to Route 11206 and Service 6804 has exceeded MAX NULL state time allowed (3609).

12:52:25:384 PG18B-opc Trace: Call:Cleared - No src or dest agent associated with this CallID=2327(0x4838c70).

ICM 8.5.4

Nortel ACD

As always, any input from you experts is greatly appreciated. :)

[Deepak Mehta]

What is the agent id?

I hope you have compared working and non working config for the agent.

[rmagchoose]

Hi Deepak,

Agent ID that is having the issue is 9818.  The test call made was has Variable10: 06320160418115149VERVPU1.

From what I understand, TCD's are collected from what the ACD provides, and captured on the PG opc logs. Would like to understand how I can confirm what data was sent to the PG from the ACD.

[Deepak Mehta]

 AddToSkillGroupStats: AGSTID=56644 Periph#=9818  SGSTID=56622, SG#=6804(0x1A94)  

RemoveFromSkillGroupStats: AGSTID=56644 Periph#=9818 , SGSTID=56622, SG#=6804(0x1A94) Priority=0 State=AS_AVAILABLE AgentObj=0x483c7a0 

It doesn't look like detailed level debug is on for PG however looking at the logs i can see ACD is sending below.Can you confirm if this is what should be sent?

Skill group target ID-56622

Skill Group -6804

[rmagchoose]

Yes, (AGSTID=56644 Periph#=9818 , SGSTID=56622, SG#=6804) those are the correct values that we are looking for.  But somehow, they are not reflected on the TCD as we expect. The correct value is reflected on RoutedSGSTID but this is not being reflected on SGSTID as we expect it to be.

12:52:25:384 PG18B-opc Trace: Call:Cleared - No src or dest agent associated with this CallID=2327(0x4838c70).
12:52:25:384 PG18B-opc Trace: BuildClosedCallRecord: CallObj=0x4838c70 DateTime=04/18 16:52:25 IntervalDatetime=04/18/2016 16:30:00
12:52:25:384 PG18B-opc Trace:  BuildClosedCallRecord(PID=5017): MRDomainID=1 CID=2327 RCK(RtrDate=151683,RtrCID=39648605) RCKSeq#=1 CD=27(DBCD_FAILED_SOFTWARE) CDF=4(DBCDF_ERROR) PeriphCallType=2,DBCD_PREROUTE_ACD_IN AppTaskCD=0 ICRCK=1342177439, ICRCKParent=-1 ICRCKChild=-1 NetworkTime=22 Duration=3613 RingTime=0 DelayTime=3613 TimeToAband=0 HoldTime=0 TlkTime=0 WorkTime=0 LocalQTime=0 NetworkQTime=0 BillRate=-1 SegmentTime=-1 NewTransaction=78 RouteID=11206 AGSTID=-1() SGSTID=-1(0xffffffff) SvcSTID=56628(6804) RoutedAGSGID=0 RoutedSGSTID=56622 RoutedSvcSTID=0 SRCAGSTID=-1() DigDialed=BBM_N_E_SALES.CT NetworkTID=11225 TrkGID=-1(14) InstPort#=-1 DNIS=9434 UUIDatar=(null) AnsWithinSvcLevel=N ConfTime=0 Priority=-1 Trk=-1 BadCallTag=N CallTypeID=7296 CED=(null) ANI=4162151137 WrapupData=(null) ECCSize=133 NetworkConsult=FALSE CallGUID= LocationParamPKID= LocationParamName= PstnTrkGrpID= PstnTrkGrpChann#=1633624 CallOrginiated=0 CallReferenceID=(null) ProtocolID=0 ApplicationData='\0'
12:52:25:384 PG18B-opc Trace: BuildClosedCallRecord(PID=5017): CID=2327 RCK(RtrDate=151683,RtrCID=39648605) PV1=4162151137 PV2=643 PV3=B PV4=B07 PV5=E PV6=416000 PV7=BBM_N_E_SALES.CT PV8=4162151137 PV9=7296 PV10=06320160418115149VERVPU1
12:52:25:384 PG18B-opc Trace: BuildClosedCallRecord: