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Personal Callback

HI,

Whenever we try to run a personal callback, the call hits the "queue to agent" node in personal callback script and fails there.

I get an error in the dialer as

"16:26:18 Trace: (CB) Personal callback requested, phone: [999841568695#], customer id: 2000014 in DL_0_0

16:26:18 Trace: (CB) Requesting callback records

16:26:18 Trace: MRTask::ProcessNewTaskFailureEvent: Received NACK for NEW_TASK

DialogueID=141, SendSeqNo=1, ReasonCode=Unknown routing problem

16:26:18 Trace: (CM) Received callback customer records, count: 0

16:26:18 Trace: (CBR) Reservation Request for port: 003 failed, ScriptSelector: []

16:26:28 Trace: <251,0,16:26:18>(PM)

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

Allocate port: 003, owner: RESERVE_CALLBACK

Allocate port: 001, owner: RESERVE_CALLBACK

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

16:25:14 Trace: <249,0,16:25:04>(CPORT) SetState, port: 001,

16:25:14 Trace: <249,0,16:25:04>(CBR) Personal callback sch

16:25:14 Trace: <249,0,16:25:04>(CLMGR) CTI QueryAgentState r

16:25:14 Trace: <249,0,16:25:04>(CPORT) SetState, port: 001,

16:25:14 Trace: <249,0,16:25:04>(CLMGR) Query agent state eve

16:25:14 Trace: <249,0,16:25:04>(DD) Query agent state eve

16:25:14 Trace: <249,0,16:25:04>(CPORT) SetState, port: 001,

16:25:14 Trace: <249,0,16:25:04>(CBR) MR Reservation Failed

16:25:14 Trace: <249,0,16:25:04>(CPORT) Duplicate SetState, p

16:25:14 Trace: <249,0,16:25:04>Unable to reserve an agent vi

16:25:14 Trace: <249,0,16:25:04>(CBR) End port: 001

16:25:14 Trace: <249,0,16:25:04>(CUST) SetCallResult, id: 20

16:25:14 Trace: <249,0,16:25:04>(PM)

ocate port: 001, owner: RESERVE_CALLBACK

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

32:35 Trace: <269,0,16:32:25>(CPORT) SetState, port: 001, state: FIND_AGENT

32:35 Trace: <269,0,16:32:25>(CBR) Personal callback scheduled, port: 001, phone: 999841568695#

32:35 Trace: <269,0,16:32:25>(CLMGR) CTI QueryAgentState request, invoke: 73463, port: 001, agent: [1131]

32:35 Trace: <269,0,16:32:25>(CPORT) SetState, port: 001, state: QUERY_CALLBACK_AGENT_STATE

32:35 Trace: <269,0,16:32:25>(CLMGR) Query agent state event, port: 001, state: 3 [AVAILABLE], agent id: [1131], instrume

32:36 Trace: <269,0,16:32:25>(DD) Query agent state event, port: 001, state: QUERY_CALLBACK_AGENT_STATE

32:36 Trace: <269,0,16:32:25>(CPORT) SetState, port: 001, state: GET_AGENT

32:36 Trace: <269,0,16:32:25>(CBR) MR Reservation Failed for port: 001, state: GET_AGENT, reason: 209

32:36 Trace: <269,0,16:32:25>(CPORT) Duplicate SetState, port: 001, state: GET_AGENT

32:36 Trace: <269,0,16:32:25>Unable to reserve an agent via MR-Request for skill: -1, due to a missing SERVICE extension

32:36 Trace: <269,0,16:32:25>(CBR) End port: 001

32:36 Trace: <269,0,16:32:25>(CUST) SetCallResult, id: 2000014 in DL_0_0, skill: -1, result: 17 [RESERVE_FAIL], now: [Tu

32:36 Trace: <269,0,16:32:25>(PM)

"

and i get an error in the router process as

"DEVICE_TARGET_ABORT_IND"

"unable to find agent target id"

but we have created a device target for the ipphone and given labels for ccmpg and dialerpgs.

Any suggestions...

3 REPLIES
Green

Re: Personal Callback

In your Queue to Agent node, is this done explicitly or implictly?

If the former case, is the agent in the skill you have put in the target? If the second case, does the enterprise skill group and enterprise route encompass the skills the agent has?

Put trace on the router - why is the reservation failing?

Regards,

Geoff

New Member

Re: Personal Callback

HI Geoff,

i have tried both explicit and implicit.

Agent is getting reserved and the call does not reach the agent.

In router, we get a message "unable to find agent target id <5016>"

5016 is the skill target id for the agentid.

Still the issue is unresolved, but if i run the campaign i am getting calls from the dialer,

this problem happens only when receiving a personal callback.

Re: Personal Callback

oops. I did not realize that this issue was 2 years old. Any idea on how this issue was resolved?

Thanks,

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