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Outbound Dialer Agent Campaign not working

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:

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

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

1 Accepted Solution

Accepted Solutions

Abu Hadee
Level 3
Level 3

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

View solution in original post

4 Replies 4

Abu Hadee
Level 3
Level 3

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

Bang on that was the issue!!!!

The call is landing on the phone now.

Thanks for the support.

I am facing the similar issue and given the log snippets. 

I have the following items created that I think could address this problem but still couldn't get through this issue, 

1. Outbound Option Dialer CTI Ports. 

2. Outbound Option Campaign 

3. Agent Targeting Rule List 

4. Device Target Explorer 

 

09:39:34:828 dialer-baDialer Trace: (CPORT) SetState(): Port: [022], state: [GET_RECORD].
09:39:34:828 dialer-baDialer Trace: (PVRD) Allocated port: [022], state: [GET_RECORD].
09:39:34:828 dialer-baDialer Trace: (Customer) SetCallResults(): ID: [50 in DL_5003_5001], skill: [65217], result: [1] [DIAL_RESERVED], now: [Thu Jun 11 09:39:34 2020], callback: [Thu Jun 11 09:37:42 2020].
09:39:34:828 dialer-baDialer Trace: (CUSTMGR) SendRecord(): Send customer: [612xxxxxxx] record ID: [50], in: DL_5003_5001 to port: [022].
09:39:34:828 dialer-baDialer Trace: (PVRD) Record available event, port: [022], phone: [612xxxxxxx].
09:39:34:828 dialer-baDialer Trace: (CPORT) SetState(): Port: [022], state: [GET_AGENT].
09:39:34:875 dialer-baDialer Trace: (MRTask) ProcessNewTaskFailureEvent(): Received NACK for NEW_TASK: DialogueID: [7433], SendSeqNo: [1], Reason: [Unknown routing problem].
09:39:34:891 dialer-baDialer Trace: (RESVBASE) MR reservation failed for port: [022], state: [GET_AGENT], reason: [209].
09:39:34:891 dialer-baDialer Trace: (PVRD) End port: [022].
09:39:34:891 dialer-baDialer Trace: (CLMGR) ClearConnection(): Invoke: [28419], port: [022], call: [4294967295], instrument: [].
09:39:34:891 dialer-baDialer Trace: (Customer) SetCallResults(): ID: [50 in DL_5003_5001], skill: [65217], result: [0] [IDLE], now: [Thu Jun 11 09:39:34 2020], callback: [Thu Jun 11 09:37:42 2020].
09:39:34:891 dialer-baDialer Trace: (SIPDisp) Hangup, port: [022].
09:39:34:891 dialer-baDialer Trace: (PortMgr) ReleasePort(): Port: [022], state: [GET_AGENT].
09:39:34:891 dialer-baDialer Trace: (CPORT) GetReservationCallTime(): Port: [022], m_ReservationCallTime: [62], state: [IDLE].
09:39:34:907 dialer-baDialer Trace: (SipPort) HandleByeMsg(): SIP port: [022], station: [07030022], state: [SIP_LINESTATE_IDLE].

Wait... UCCE doesn't support SCCP ports anymore. You should work via SIP.

Please check RTR logs here

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