Help in UCCE Outbound System

Unanswered Question
Apr 8th, 2010

Hello, my name is Eric and i have a little problem. First i create a UCCE 7.5 environment and i try to started a outbound system, and i do everything that the outbound guide showed me, but the outbound system didnt works. I need some help because the outbound configuration is perfect, but the campaign doesnt start. I want to shows you a log about the dialer.

locate port: 008, owner: RESERVE_PREDICTIVE
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13:10:05 dialer-baDialer Trace: (CPORT) SetState, port: 008, state: GET_AGENT
13:10:05 dialer-baDialer Trace: MRTask::ProcessNewTaskFailureEvent: Received NACK for NEW_TASK
DialogueID=271, SendSeqNo=1, ReasonCode=Unknown routing problem
13:10:05 dialer-baDialer Trace: MRTask::ProcessNewTaskFailureEvent: Received NACK for NEW_TASK
DialogueID=272, SendSeqNo=1, ReasonCode=Unknown routing problem
13:10:05 dialer-baDialer Trace: MRTask::ProcessNewTaskFailureEvent: Received NACK for NEW_TASK
DialogueID=273, SendSeqNo=1, ReasonCode=Unknown routing problem
13:10:05 dialer-baDialer Trace: (PDR) MR Reservation Failed for port: 006, state: GET_AGENT, reason: 209
13:10:05 dialer-baDialer Trace: (PDR) End port: 006
13:10:05 dialer-baDialer Trace: (PM)
------------------------------
Release port: 006, state: [GET_AGENT]
------------------------------
13:10:05 dialer-baDialer Trace: (CPORT) SetState, port: 006, m_ReservationCallTime: 0, state: IDLE
13:10:05 dialer-baDialer Trace: (PDR) MR Reservation Failed for port: 007, state: GET_AGENT, reason: 209
13:10:05 dialer-baDialer Trace: (PDR) End port: 007
13:10:05 dialer-baDialer Trace: (PM)
------------------------------
Release port: 007, state: [GET_AGENT]
------------------------------
13:10:05 dialer-baDialer Trace: (CPORT) SetState, port: 007, m_ReservationCallTime: 0, state: IDLE
13:10:05 dialer-baDialer Trace: (PDR) MR Reservation Failed for port: 008, state: GET_AGENT, reason: 209
13:10:05 dialer-baDialer Trace: (PDR) End port: 008
13:10:05 dialer-baDialer Trace: (PM)
------------------------------
Release port: 008, state: [GET_AGENT]
------------------------------
13:10:05 dialer-baDialer Trace: (CPORT) SetState, port: 008, m_ReservationCallTime: 0, state: IDLE
13:10:06 dialer-baDialer Trace: (CM) Request records from campaign manager, skill: 5004, records: 100
13:10:06 dialer-baDialer Trace: (CB) Requesting callback records
13:10:06 dialer-baDialer Trace: (CM) Received customer records, count: 0, skill: 5004
13:10:06 dialer-baDialer Trace: (CM) Received callback customer records, count: 0

Thanks.

I have this problem too.
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If you recall the way this works, the 30VIP phones created by the Dialer install are used for two things. 1 - to place a reservation call to the agent, and 2- to call the customer. When the Dialer detects that the customer has answered it transfers the near end from the Dialer port to the agent's phone, which is configured with call waiting, then drops the reservation call from underneath.

It looks from your trace that the reservation call is failing. Are the device pools compatible?

You can test by using the dialogictest.exe program to choose a dialer port and call the agent's extension. Although the commands from this app are SCCP and the Dialer controls these ports through JTAPI, you should still be able to place the call. Make sure you stop the Dialer while using dialogictest as these two programs cannot coexist.

I know there was a change in the later version of the product where the reservation call was changed from being a real call to a fake call - I don't know where your version fits in this timeline.

Give it a shot anyway.

Regards,

Geoff

sandeep pokhriyal Wed, 05/19/2010 - 01:37

Hi,

I am facing the same issue. are you able to resolve this?

The IVR campaign is working fine and the Dialogic Test is also workin!! but the agent based campaign is not dialing the customer, neither can i see the agent getting reserved.

Here is the log:

------------------------------

Allocate port: 003, owner: RESERVE_PREDICTIVE

------------------------------

10:32:42 Trace: (CPORT) SetState, port: 003, state: GET_AGENT

10:32:42 Trace: MRTask::ProcessNewTaskFailureEvent: Received NACK for NEW_TASK

        DialogueID=23, SendSeqNo=1, ReasonCode=Unknown routing problem

10:32:42 Trace: (PDR)   MR Reservation Failed for port: 003, state: GET_AGENT, reason: 209

10:32:42 Trace: (PDR)   End port: 003

10:32:42 Trace: (PM)

------------------------------

Release port: 003, state: [GET_AGENT]

------------------------------

10:32:42 Trace: (CPORT) SetState, port: 003, m_ReservationCallTime: 63, state: IDLE

10:32:43 Trace: (CM)    Request records from campaign manager, skill: 5012, records: 100

10:32:43 Trace: (CM)    Received customer records, count: 0, skill: 5012

10:32:44 Trace: (SGM)   Request skill stats, SG: 2, periph: 5000

10:32:44 Trace: (SGM)   Request skill stats, SG: 4, periph: 5000

10:32:44 Trace: (SGM)   Request skill stats, SG: 5, periph: 5000

10:32:44 Trace: (CM)    Request records from campaign manager, skill: 5012, records: 100

10:32:44 Trace: (CM)    Received customer records, count: 0, skill: 5012

10:32:44 Trace: (SGM)   Skill group stats received, SG: 2, agents - logged in: 5, available: 5

10:32:44 Trace: (SGM)   Skill group stats received, SG: 4, agents - logged in: 1, available: 1

10:32:44 Trace: (SGM)   Skill group stats received, SG: 5, agents - logged in: 1, available: 1

10:32:44 Trace: (SGM)   Skill group balance, SG: 5 Agents - logged in: 1, percentage: 100, available: 1, resrving: 0, cumulative ports needed: 2.50

10:32:44 Trace: (SGM)   Skill group balance, SG: 5, Port Percentage: 100.000000, Ports: 5 --> Ports Allocated: 5

10:32:44 Trace: (SGM)   Predictive reserve request, SG: 5, count: 1

10:32:44 Trace: (PDR)   Predictive dial request, SG: 5, count: 2

10:32:44 Trace: (PM)

------------------------------

Regards,

Sandeep

saship Thu, 02/19/2015 - 11:14

Sandeep, 

have you checked to make sure that under you Agent Targeting rule, you have a new rule setup with your CUCM Peripheral and the routing client as your Dialer PIM and added the agent extensions there ?  assuming your Dialer is a SIP dialer (not SCCP), have you made sure you have a SIP trunk configured on CUCM to the Dialer ?  

 

 

 

 

nalgovin Fri, 01/27/2012 - 00:18

Hi,

Check the following things in your configuration,It might be helpful to you to resolve those kind of issues.

1>Check the Dial Number configured in Campaign is same as the MR_PG  Routing client Dail number.

2>Check the Dailer ports and Agent Extensions are mapped in same CUCM and associated with same dial Number.

Regards,

Nalini.g

Kris Lambrechts Fri, 01/27/2012 - 01:05

Nalini's first suggestion goes in the right direction, go through these items :

  1. What are the Skill Group and Dialed Number configured on your Campaign ?
  2. Open the Dialed Number List tool, does the DN on the Campaign exist here for the Media Routing PG's Routing Client ? Is the DN mapped to Call Type and a Script ?
  3. If yes, monitor the script from Script Editor, you should see route requests coming in.
  4. Verify that the Script has a Skill Group node and the Skill Group is the same as the one you configured on the Campaign ?
  5. Once an agent is chosen by the Router we need to return a label, do your agent's Device Targets or Agent Targeting Rules have labels configured for the Dialed' MR PIM Routing Client ?

If you go through these steps, it should work

Cheers,

Kris

Oleh Doroshenko Tue, 12/18/2012 - 01:39

Had same messages in EMSMON debug.

VRU was not configured(set to NONE) in MR PG.

You can acsess it ConfigManager > PG Explorer > VRU tab.

This issue revealed via rtrlog.exe tool

Igor1906 Thu, 02/19/2015 - 08:00

Oleh, thanks a ton!

That VRU missing was my problem.

Well done.

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