We had a call queuing and people were ready for that skill. We could not get the call and it abandoned. Not sure why this happened.
Hi, can you please reveal more details? UCCE? UCCX?
Please run a test call by enabling the debug script enabler, and see at what place the call is getting dropped.
Also post the MIVR logs from UCCX box to check the exact reasons for failure.
Pls rate helpful posts !!
Not to sound like a noob... but this is new to me... where do I get the MIVR logs? RTMT?
Yes, use RTMT tool to collect the logs.
Can you make sure that on the CTI ports of the UCCX the correct partition and DN CSS is set.
For instance, the DN CSS must include the partition(s) of the agent(s).