We have a UCCE set up 8.0 . Agents automatically going to not ready state. When checked in report it shows Missed Tasks eroor code (50010). It is a default cisco reason code.Can anyone explain the exact reason for this issue .
the schema handbook says about this error code:
The agent did not receive multiple consecutive calls routed to him/her. The system makes the agent Not Ready automatically so that additional calls are not routed to the agent. By default, the number of consecutive calls missed before the agent is made Not Ready is 2.
This means the system was able to see these agents as available, it tried to send calls there, but for some reason the calls never reached the agent.
A common mistake causing this issue is Device Target misconfiguration. Can you please check whether you have set up device target for agents, including labels for CUCM and IVR/VRU's?
Thanks for the reply, We have configured the device target correctly and this issue is happening randomly to agents.
and if you just go the Administrative Workstation server and start up the application named Router Log Viewer, is there anything suspicious? Like "Tried to send call to agent X but failed" or so?
I am facng the same problem. UCCE 8.5, CUCM 8.6
There is no reserve state. After agent finishs the call goes to not-Ready automatically.
@Rahul: Did you find any solution for that
If you have any such instance, take the RTR process logs for the same time, You should be seeing the Agent Extension as Label and for that call check do you see any error message like "DEVICE ABORT"
If that is the case, you may have to check the below things in CUCM
1) CSS & Partiton
2) Check that directory number in Route Plan Report, Do you have multiple entries for that directory number like (CTI RoutePoint, Directory Number)
This happened to one of our site and the above mentioned two was the reason.