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Calls Queuing - Agents Ready - Can Not get Calls

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.

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Calls Queuing - Agents Ready - Can Not get Calls

Hi, can you please reveal more details? UCCE? UCCX?

Community Member

Calls Queuing - Agents Ready - Can Not get Calls

UCCX 8.5.1

Calls Queuing - Agents Ready - Can Not get Calls

Hi Kamil,

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.

Thanks,

Anand

Pls rate helpful posts !!

Community Member

Calls Queuing - Agents Ready - Can Not get Calls

Not to sound like a noob... but this is new to me... where do I get the MIVR logs?  RTMT?

Calls Queuing - Agents Ready - Can Not get Calls

Hi Kamil,

Yes, use RTMT tool to collect the logs.

Thanks,

Anand

Calls Queuing - Agents Ready - Can Not get Calls

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).

G.

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