Outbound Dialer Agent Campaign not working

Answered Question
May 19th, 2010

Hi,

ICM 7.5

CCM 7.1.3

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:

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Allocate port: 003, owner: RESERVE_PREDICTIVE

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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)

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Release port: 003, state: [GET_AGENT]

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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

I have this problem too.
0 votes
Correct Answer by Abu Hadee about 6 years 6 months ago

MR PIM unable to reserve agent.

Can you check if you have label assigned for MR PIM on the Agent's Device Target?

Do you see the Routing Script gets executed?

"Router Log viewer" will be next thing to monitor when you try to run the Agent based campaign

Thanks

- abu

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Correct Answer
Abu Hadee Wed, 05/19/2010 - 03:26

MR PIM unable to reserve agent.

Can you check if you have label assigned for MR PIM on the Agent's Device Target?

Do you see the Routing Script gets executed?

"Router Log viewer" will be next thing to monitor when you try to run the Agent based campaign

Thanks

- abu

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