The failure branch of a Queue node is only used if the call is unable to queue. A common cause of this is the lack of a translation route (for passing the call to the IVR). Depending on how you have structured your script (particularly on a RONA call - speaking from painful experience here!), check that a TranslateToVRU node is in the script flow. Also, if you run out of Trans routes, you could get a failure.
Another option is that your "consider if" is not allowing any skill groups to be considered, this may also pass the call out the failure node.
David, your repsonse is the closest so far. I'll do a check for logged in agents.
Mark, we don't use Transroute to VRU. We run ISN so transroute is not needed. Because ISN takes initial call and does call control and call switching only Send to VRU is needed. And that is working properly.
Are you doing anything earlier in the script that is different, like using Requery? We have a case where it appears that using a requery to a label before we do the queue to skill causes issues. If we remove that requery node earlier in the script, no problems. Are all of your queue to skills failing (i.e. all scripts) or only certain ones?
We do use Requiry, but after Queue node at failure branch. Again, this happens rarely and in bursts so it is difficult to study the issue. And this is ICM 5, hopefully ICM 7 will fix a lot of unexplained conditions.
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