Call being diverted when it enter an ACD Queue

aizham · May 13, 2009, 3:58am

Need someone to advise on Nortel CS1000 switch behaviour. There are several occurance that i have trace from T-Server log that when a call enter an ACD Queue (ACDQ-A) it was diverted to another ACD Queue (ACDQ-B) which is set as Night Call Forward (NCFW) in ACDQ-A. What might trigger this diversion? As per my knowledge when a call entered an ACD Queue it will look for those logged-in and ready ACD position to send the call to.

cavagnaro · May 13, 2009, 5:53am

Without logs we can only guess.

system · May 13, 2009, 11:37am

Thinking horses instead of zebras, have you confirmed that there are agents logged in to ACDQ-A , from the perspective of the PBX, when this happens?

bcyk · May 13, 2009, 4:04pm

when " Night Call Forward (NCFW)" is referred, it is assumed that the “ACD” is on Nortel side, not Genesys URS.

Night Call Forward is an on/off option if it is configured in an ACD queue.

ACDQ-A —±–(NCFW = off)-----> waiting for ready agent
|
±–(NCFW = on)-----> to preset destination (ACDQ-B)

Once being turned on, all calls enters to ACDQ-A will be overflown to ACDQ-B unconditionally.

There are couple options can be set in Nortel ACD queue.

maximum queued calls (MWC)
maximum waiting time (MWT)

ACDQ-A —±–(NCFW = off)–±----- wait for ready agents
| | ±----- MWT set and threshold exceeds ----> destination-Y
| |
| ±-- MWC set and threshold exceeds ----> destination-X
|
±–(NCFW = on)-----> to preset destination (ACDQ-B)

Consult your switch engineer or supplier for details

aizham · June 29, 2009, 2:21am

The problem happen again. Call target ACD Queue 7209, once it reached the ACD Queue call was diverted to another ACD Queue 7212.

@11:39:01.5630 [0] 7.5.009.01 distribute_event: message EventQueued
AttributeEventSequenceNumber 0000000000011b5a
AttributeTimeinuSecs 563000
AttributeTimeinSecs 1245641941 (11:39:01)
AttributeOtherDNRole 1
AttributeOtherDN ‘088216512’
AttributeThisDNRole 2
AttributeThisDN ‘7209’
AttributeExtensions [46] 00 02 00 00..
‘OrigAddress’ ‘088216512’
‘OrigAddrType’ bin: 00 00
AttributeCustomerID ‘Resources’
AttributeANI ‘088216512’
AttributeDNIS ‘8025’
AttributeUserData [569] 00 13 00 00..
‘RTargetAgentGroup’ ‘?:BRANCH_SUPPORT = 10’
‘RVQID’ ‘PRD6CB6CVT1RTCH3MSCS8MJ24S0000Q1’
‘RTargetTypeSelected’ ‘2’
‘RTargetRuleSelected’ ‘’
‘RTargetObjectSelected’ ‘?:BRANCH_SUPPORT = 10’
‘RTargetAgentSelected’ ‘176402’
‘RTargetPlaceSelected’ ‘87209_6209’
‘RTenant’ ‘Resources’
‘RStrategyName’ ‘BranchSupportRouting’
‘CBR-actual_volume’ ‘’
‘CBR-Interaction_cost’ ‘’
‘CBR-contract_DBIDs’ ‘’
‘CBR-IT-path_DBIDs’ ‘’
‘RRequestedSkillCombination’ ‘’
‘RRequestedSkills’(list)
‘RTargetRequested’ ‘?:BRANCH_SUPPORT = 10’
‘CustomerSegment’ ‘default’
‘ServiceType’ ‘default’
‘ServiceObjective’ ‘’
AttributeCallUUID ‘6BPC9J9EF572D4B2NU42FET68K000CU3’
AttributeConnID 006c01b34dbefd13
AttributeCallID 1857
AttributeCallType 2
AttributeThisQueue ‘7209’
AttributeCallState 0
11:39:01.563 Int 04544 Interaction message “EventQueued” generated
11:39:01.563 Trc 04542 EventQueued sent to [372] (00000025 NiceGenesysCTILink 172.18.96.90:3402)
11:39:01.563 Trc 04542 EventQueued sent to [444] (00000005 cca_statserver 172.18.96.80:1187)
11:39:01.563 Trc 04542 EventQueued sent to [428] (00000004 ccp_statserver 172.18.96.80:1186)
11:39:01.563 Trc 04542 EventQueued sent to [396] (00000002 ers_statserver 172.18.96.81:1106)
@11:39:01.5630 [<<] FF 0A 00 1E 03 00 00 0D 0C 00 96 06 00 00 07 41 31 08 00 00 37 32 30 39 4B 06 38 30 32 35
Route Call Routed
Call ID:741
Destination Address:Unknown, 7209
Controlled DN:8025
@11:39:01.5630 [mlink] (processRouteCallRouted)
@11:39:01.5630 [gctmi] TMsg [EventRouteUsed(8025)] distributing to model
@11:39:01.5630 [gctmi] Call [006c01b34dbefd13/741,sOG,tOG,l1] distributing EventRouteUsed
@11:39:01.5630 [gctmi] Call [006c01b34dbefd13/741,sOG,tOG,l1] processRouteUsed
@11:39:01.5630 [gctmi] Call [006c01b34dbefd13/741,sOG,tOG,l1] EvMigrated ignored for non-exist party.
@11:39:01.5630 [gctmi] TMsg [EventQueued(7209)] distributing to model
@11:39:01.5630 [gctmi] Call [006c01b34dbefd13/741,sOG,tOG,l1] distributing EventQueued
@11:39:01.5630 [mlink] Call [006c01b34dbefd13/1857,sOG,tOG,l1] (processQueued)
@11:39:01.5630 [gctmi] Call [006c01b34dbefd13/741,sOG,tOG,l1] processQueued
@11:39:01.5630 [gctmi] Party [006c01b34dbefd13:7209,s9,tQ,rDST,lINT] distribute
@11:39:01.5630 [gctmi] Party [006c01b34dbefd13:7209,s9,tQ,rDST,lINT] processQueued
@11:39:01.5630 [gctmi] Party [006c01b34dbefd13:7209,s9,tQ,rDST,lINT] EventQueued ignored, already in state.
11:39:01.563 Trc 04541 RequestDistributeEvent received from [424] (00000003 ur_server 172.18.96.81:1111)
message RequestDistributeEvent
AttributeUserEvent EventDiverted
AttributeReferenceID 4294967295
AttributeCustomerID ‘Resources’
AttributeConnID 006c01b34dbefd13
AttributeCallID 1857
AttributeCallType 2
AttributeThisDN ‘BranchSupport_VQ’
AttributeThisQueue ‘BranchSupport_VQ’
AttributeThisDNRole 2
AttributeOtherDN ‘088216512’
AttributeOtherDNRole 1
AttributeThirdPartyDN ‘7209’
AttributeThirdPartyDNRole 2
AttributeDNIS ‘8025’
AttributeUserData [569] 00 13 00 00..
‘RTargetAgentGroup’ ‘?:BRANCH_SUPPORT = 10’
‘RVQID’ ‘PRD6CB6CVT1RTCH3MSCS8MJ24S0000Q1’
‘RTargetTypeSelected’ ‘2’
‘RTargetRuleSelected’ ‘’
‘RTargetObjectSelected’ ‘?:BRANCH_SUPPORT = 10’
‘RTargetAgentSelected’ ‘176402’
‘RTargetPlaceSelected’ ‘87209_6209’
‘RTenant’ ‘Resources’
‘RStrategyName’ ‘BranchSupportRouting’
‘CBR-actual_volume’ ‘’
‘CBR-Interaction_cost’ ‘’
‘CBR-contract_DBIDs’ ‘’
‘CBR-IT-path_DBIDs’ ‘’
‘RRequestedSkillCombination’ ‘’
‘RRequestedSkills’(list)
‘RTargetRequested’ ‘?:BRANCH_SUPPORT = 10’
‘CustomerSegment’ ‘default’
‘ServiceType’ ‘default’
‘ServiceObjective’ ‘’
AttributeExtensions [203] 00 07 00 00..
‘SIGNATURE’ ‘router’
‘NAME’ ‘ur_server’
‘VERSION’ ‘Version: 7.5.002.02’
‘CLUSTER’ ‘ur_server’
‘VQID’ ‘PRD6CB6CVT1RTCH3MSCS8MJ24S0000Q1’
‘Location’ ‘NortelCS1000’
‘CallUUID’ ‘6BPC9J9EF572D4B2NU42FET68K000CU3’
AttributeTimeout 60
AttributeCallUUID ‘6BPC9J9EF572D4B2NU42FET68K000CU3’
11:39:01.563 Int 04543 Interaction message “RequestDistributeEvent” received from 424 (“ur_server”)
@11:39:01.5630 [0] 7.5.009.01 send_to_client: message EventACK
AttributeEventSequenceNumber 0000000000011b5b
AttributeCustomerID ‘Resources’
AttributeTimeinuSecs 563000
AttributeTimeinSecs 1245641941 (11:39:01)
AttributeReferenceID 4294967295
AttributeThisDN ‘BranchSupport_VQ’
AttributeUserEvent RequestDistributeEvent
11:39:01.563 Trc 04542 EventACK sent to [424] (00000003 ur_server 172.18.96.81:1111)
@11:39:01.5630 [0] 7.5.009.01 distribute_user_event: message EventDiverted
AttributeEventSequenceNumber 0000000000011b5c
AttributeTimeinuSecs 563000
AttributeTimeinSecs 1245641941 (11:39:01)
AttributeCallUUID ‘6BPC9J9EF572D4B2NU42FET68K000CU3’
AttributeTimeout 60
AttributeExtensions [203] 00 07 00 00..
‘SIGNATURE’ ‘router’
‘NAME’ ‘ur_server’
‘VERSION’ ‘Version: 7.5.002.02’
‘CLUSTER’ ‘ur_server’
‘VQID’ ‘PRD6CB6CVT1RTCH3MSCS8MJ24S0000Q1’
‘Location’ ‘NortelCS1000’
‘CallUUID’ ‘6BPC9J9EF572D4B2NU42FET68K000CU3’
AttributeUserData [569] 00 13 00 00..
‘RTargetAgentGroup’ ‘?:BRANCH_SUPPORT = 10’
‘RVQID’ ‘PRD6CB6CVT1RTCH3MSCS8MJ24S0000Q1’
‘RTargetTypeSelected’ ‘2’
‘RTargetRuleSelected’ ‘’
‘RTargetObjectSelected’ ‘?:BRANCH_SUPPORT = 10’
‘RTargetAgentSelected’ ‘176402’
‘RTargetPlaceSelected’ ‘87209_6209’
‘RTenant’ ‘Resources’
‘RStrategyName’ ‘BranchSupportRouting’
‘CBR-actual_volume’ ‘’
‘CBR-Interaction_cost’ ‘’
‘CBR-contract_DBIDs’ ‘’
‘CBR-IT-path_DBIDs’ ‘’
‘RRequestedSkillCombination’ ‘’
‘RRequestedSkills’(list)
‘RTargetRequested’ ‘?:BRANCH_SUPPORT = 10’
‘CustomerSegment’ ‘default’
‘ServiceType’ ‘default’
‘ServiceObjective’ ‘’
AttributeDNIS ‘8025’
AttributeThirdPartyDNRole 2
AttributeThirdPartyDN ‘7209’
AttributeOtherDNRole 1
AttributeOtherDN ‘088216512’
AttributeThisDNRole 2
AttributeThisQueue ‘BranchSupport_VQ’
AttributeThisDN ‘BranchSupport_VQ’
AttributeCallType 2
AttributeCallID 1857
AttributeConnID 006c01b34dbefd13
AttributeCustomerID ‘Resources’
AttributeReferenceID 4294967295
AttributeUserEvent EventDiverted
11:39:01.563 Trc 04542 EventDiverted sent to [444] (00000005 cca_statserver 172.18.96.80:1187)
11:39:01.563 Trc 04542 EventDiverted sent to [428] (00000004 ccp_statserver 172.18.96.80:1186)
11:39:01.563 Trc 04542 EventDiverted sent to [396] (00000002 ers_statserver 172.18.96.81:1106)
11:39:01.563 Trc 04541 RequestDeletePair received from [424] (00000003 ur_server 172.18.96.81:1111)
message RequestDeletePair
AttributeThisDN ‘8025’
AttributeConnID 006c01b34dbefd13
AttributeDataKey ‘RTargetAgentGroup’
AttributeReferenceID 7788
11:39:01.563 Int 04543 Interaction message “RequestDeletePair” received from 424 (“ur_server”)
@11:39:01.5630 Call [006c01b34dbefd13]: urid 0004006c
@11:39:01.5630 [0] 7.5.009.01 distribute_event: message EventAttachedDataChanged
AttributeEventSequenceNumber 0000000000011b5d
AttributeTimeinuSecs 563000
AttributeTimeinSecs 1245641941 (11:39:01)
AttributeThirdPartyDN ‘8025’
AttributeThisDNRole 2
AttributeThisDN ‘7209’
AttributeCustomerID ‘Resources’
AttributeANI ‘088216512’
AttributeDNIS ‘8025’
AttributeUserData [526] 00 12 00 00..
‘RVQID’ ‘PRD6CB6CVT1RTCH3MSCS8MJ24S0000Q1’
‘RTargetTypeSelected’ ‘2’
‘RTargetRuleSelected’ ‘’
‘RTargetObjectSelected’ ‘?:BRANCH_SUPPORT = 10’
‘RTargetAgentSelected’ ‘176402’
‘RTargetPlaceSelected’ ‘87209_6209’
‘RTenant’ ‘Resources’
‘RStrategyName’ ‘BranchSupportRouting’
‘CBR-actual_volume’ ‘’
‘CBR-Interaction_cost’ ‘’
‘CBR-contract_DBIDs’ ‘’
‘CBR-IT-path_DBIDs’ ‘’
‘RRequestedSkillCombination’ ‘’
‘RRequestedSkills’(list)
‘RTargetRequested’ ‘?:BRANCH_SUPPORT = 10’
‘CustomerSegment’ ‘default’
‘ServiceType’ ‘default’
‘ServiceObjective’ ‘’
AttributeCallUUID ‘6BPC9J9EF572D4B2NU42FET68K000CU3’
AttributeConnID 006c01b34dbefd13
AttributeCallID 1857
AttributeCallType 2
11:39:01.563 Int 04544 Interaction message “EventAttachedDataChanged” generated
11:39:01.563 Trc 04542 EventAttachedDataChanged sent to [372] (00000025 NiceGenesysCTILink 172.18.96.90:3402)
11:39:01.563 Trc 04542 EventAttachedDataChanged sent to [444] (00000005 cca_statserver 172.18.96.80:1187)
11:39:01.563 Trc 04542 EventAttachedDataChanged sent to [428] (00000004 ccp_statserver 172.18.96.80:1186)
11:39:01.563 Trc 04542 EventAttachedDataChanged sent to [396] (00000002 ers_statserver 172.18.96.81:1106)
@11:39:01.5630 [0] 7.5.009.01 send_to_client: message EventAttachedDataChanged
AttributeEventSequenceNumber 0000000000011b5e
AttributeTimeinuSecs 563000
AttributeTimeinSecs 1245641941 (11:39:01)
AttributeReferenceID 7788
AttributeThirdPartyDN ‘8025’
AttributeCustomerID ‘Resources’
AttributeANI ‘088216512’
AttributeDNIS ‘8025’
AttributeUserData [526] 00 12 00 00..
‘RVQID’ ‘PRD6CB6CVT1RTCH3MSCS8MJ24S0000Q1’
‘RTargetTypeSelected’ ‘2’
‘RTargetRuleSelected’ ‘’
‘RTargetObjectSelected’ ‘?:BRANCH_SUPPORT = 10’
‘RTargetAgentSelected’ ‘176402’
‘RTargetPlaceSelected’ ‘87209_6209’
‘RTenant’ ‘Resources’
‘RStrategyName’ ‘BranchSupportRouting’
‘CBR-actual_volume’ ‘’
‘CBR-Interaction_cost’ ‘’
‘CBR-contract_DBIDs’ ‘’
‘CBR-IT-path_DBIDs’ ‘’
‘RRequestedSkillCombination’ ‘’
‘RRequestedSkills’(list)
‘RTargetRequested’ ‘?:BRANCH_SUPPORT = 10’
‘CustomerSegment’ ‘default’
‘ServiceType’ ‘default’
‘ServiceObjective’ ‘’
AttributeCallUUID ‘6BPC9J9EF572D4B2NU42FET68K000CU3’
AttributeConnID 006c01b34dbefd13
AttributeCallID 1857
AttributeCallType 2
11:39:01.563 Int 04545 Interaction message “EventAttachedDataChanged” sent to 424 (“ur_server”)
11:39:01.563 Trc 04542 EventAttachedDataChanged sent to [424] (00000003 ur_server 172.18.96.81:1111)
@11:39:04.5320 [<<] FF 0A 00 46 03 27 4B 08 07 00 30 0D 00 00 30 38 38 32 31 36 35 31 32 31 08 00 16 38 30 32 35 32 03 01 33 03 06 4A 07 38 37 32 31 32 48 06 37 32 31 32 3F 04 15 04 40 04 08 93 96 06 00 00 07 41 E2 06 00 02 00 01
Call Offered
Reference ID:274b
Origination Address:Unknown, 088216512
Destination Address:CDN, 8025
Call Type:1
Device Type:6
ACD Position ID:87212
ACD DN:7212
Origination TN:1504
Destination TN:893
Call ID:741
RouteMember:20001
@11:39:04.5320 [mlink] (processCallOffered)
@11:39:04.5320 [gctmi] TMsg [EventRinging(87212)] distributing to model
@11:39:04.5320 [gctmi] Call [006c01b34dbefd13/741,sOG,tOG,l1] distributing EventRinging
@11:39:04.5320 [mlink] Call [006c01b34dbefd13/1857,sOG,tOG,l1] (processRinging)
@11:39:04.5320 [mlink] Call [006c01b34dbefd13/1857,sOG,tOG,l1] (divertRpQueue). Generating EvDiverted.
@11:39:04.5320 [gctmi] Call [006c01b34dbefd13/741,sOG,tOG,l1] distributing EventDiverted
@11:39:04.5320 [gctmi] Call [006c01b34dbefd13/741,sOG,tOG,l1] processDiverted
@11:39:04.5320 [gctmi] TMsg [EventDiverted(7209)] (re)distributing to model in 250mS
@11:39:04.5320 [gctmi] Call [006c01b34dbefd13/741,sOG,tOG,l1] processRinging
@11:39:04.5320 [gctm] Call [006c01b34dbefd13/741,sOG,tOG,l1] processImplicitDivert - sending queued
@11:39:04.5320 [gctmi] TMsg [EventQueued(7212)] distributing to model
@11:39:04.5320 [gctmi] Call [006c01b34dbefd13/741,sOG,tOG,l1] distributing EventQueued
@11:39:04.5320 [mlink] Call [006c01b34dbefd13/1857,sOG,tOG,l1] (processQueued)
@11:39:04.5320 [gctmi] Call [006c01b34dbefd13/741,sOG,tOG,l1] processQueued
@11:39:04.5320 [gctm] Party [006c01b34dbefd13:7212,s0,tQ,rDST,lINT] created.
@11:39:04.5320 [gctm] Party [006c01b34dbefd13:7209,s9,tQ,rDST,lINT] rls-party best match, weight 85% to EventQueued
@11:39:04.5320 [gctm] Call [006c01b34dbefd13/741,sOG,tOG,l1] ReleaseParty match found.
@11:39:04.5320 [gctmi] Party [006c01b34dbefd13:7209,s9,tQ,rDST,lINT] processDiverted
@11:39:04.5320 [gctm] Party [006c01b34dbefd13:7209,s9,tQ,rDST,lINT] Changing state to 0
@11:39:04.5320 [0] 7.5.009.01 distribute_event: message EventDiverted
AttributeEventSequenceNumber 0000000000011b5f
AttributeTimeinuSecs 532000
AttributeTimeinSecs 1245641944 (11:39:04)
AttributeThirdPartyDNRole 2
AttributeThirdPartyDN ‘7212’
AttributeOtherDNRole 1
AttributeOtherDN ‘088216512’
AttributeThisDNRole 2
AttributeThisDN ‘7209’
AttributeExtensions [85] 00 04 00 00..
‘OrigAddress’ ‘088216512’
‘OrigAddrType’ bin: 00 00
‘DestAddress’ ‘8025’
‘DestAddrType’ bin: 00 16
AttributeCustomerID ‘Resources’
AttributeANI ‘088216512’
AttributeDNIS ‘8025’
AttributeUserData [526] 00 12 00 00..
‘RVQID’ ‘PRD6CB6CVT1RTCH3MSCS8MJ24S0000Q1’
‘RTargetTypeSelected’ ‘2’
‘RTargetRuleSelected’ ‘’
‘RTargetObjectSelected’ ‘?:BRANCH_SUPPORT = 10’
‘RTargetAgentSelected’ ‘176402’
‘RTargetPlaceSelected’ ‘87209_6209’
‘RTenant’ ‘Resources’
‘RStrategyName’ ‘BranchSupportRouting’
‘CBR-actual_volume’ ‘’
‘CBR-Interaction_cost’ ‘’
‘CBR-contract_DBIDs’ ‘’
‘CBR-IT-path_DBIDs’ ‘’
‘RRequestedSkillCombination’ ‘’
‘RRequestedSkills’(list)
‘RTargetRequested’ ‘?:BRANCH_SUPPORT = 10’
‘CustomerSegment’ ‘default’
‘ServiceType’ ‘default’
‘ServiceObjective’ ‘’
AttributeCallUUID ‘6BPC9J9EF572D4B2NU42FET68K000CU3’
AttributeConnID 006c01b34dbefd13
AttributeCallID 1857
AttributeCallType 2
AttributeThisQueue ‘7209’
AttributeCallState 0
11:39:04.532 Int 04544 Interaction message “EventDiverted” generated
11:39:04.532 Trc 04542 EventDiverted sent to [372] (00000025 NiceGenesysCTILink 172.18.96.90:3402)
11:39:04.532 Trc 04542 EventDiverted sent to [444] (00000005 cca_statserver 172.18.96.80:1187)
11:39:04.532 Trc 04542 EventDiverted sent to [428] (00000004 ccp_statserver 172.18.96.80:1186)
11:39:04.532 Trc 04542 EventDiverted sent to [396] (00000002 ers_statserver 172.18.96.81:1106)
@11:39:04.5320 [gctm] Party [006c01b34dbefd13:7209,s0,tQ,rDST,lINT] deleting.
@11:39:04.5320 [gctmi] Party [006c01b34dbefd13:7212,s0,tQ,rDST,lINT] distribute
@11:39:04.5320 [gctmi] Party [006c01b34dbefd13:7212,s0,tQ,rDST,lINT] processQueued
@11:39:04.5320 [gctm] Party [006c01b34dbefd13:7212,s0,tQ,rDST,lINT] Changing state to 9
@11:39:04.5320 [0] 7.5.009.01 distribute_event: message EventQueued
AttributeEventSequenceNumber 0000000000011b60
AttributeTimeinuSecs 532000
AttributeTimeinSecs 1245641944 (11:39:04)
AttributeOtherDNRole 1
AttributeOtherDN ‘088216512’
AttributeOtherTrunk 5380
AttributeThisDNRole 2
AttributeThisDN ‘7212’
AttributeExtensions [85] 00 04 00 00..
‘OrigAddress’ ‘088216512’
‘OrigAddrType’ bin: 00 00
‘DestAddress’ ‘8025’
‘DestAddrType’ bin: 00 16
AttributeCustomerID ‘Resources’
AttributeANI ‘088216512’
AttributeDNIS ‘8025’
AttributeUserData [526] 00 12 00 00..
‘RVQID’ ‘PRD6CB6CVT1RTCH3MSCS8MJ24S0000Q1’
‘RTargetTypeSelected’ ‘2’
‘RTargetRuleSelected’ ‘’
‘RTargetObjectSelected’ ‘?:BRANCH_SUPPORT = 10’
‘RTargetAgentSelected’ ‘176402’
‘RTargetPlaceSelected’ ‘87209_6209’
‘RTenant’ ‘Resources’
‘RStrategyName’ ‘BranchSupportRouting’
‘CBR-actual_volume’ ‘’
‘CBR-Interaction_cost’ ‘’
‘CBR-contract_DBIDs’ ‘’
‘CBR-IT-path_DBIDs’ ‘’
‘RRequestedSkillCombination’ ‘’
‘RRequestedSkills’(list)
‘RTargetRequested’ ‘?:BRANCH_SUPPORT = 10’
‘CustomerSegment’ ‘default’
‘ServiceType’ ‘default’
‘ServiceObjective’ ‘’
AttributeCallUUID ‘6BPC9J9EF572D4B2NU42FET68K000CU3’
AttributeConnID 006c01b34dbefd13
AttributeCallID 1857
AttributeCallType 2
AttributeThisQueue ‘7212’
AttributeCallState 0
11:39:04.532 Int 04544 Interaction message “EventQueued” generated
11:39:04.532 Trc 04542 EventQueued sent to [372] (00000025 NiceGenesysCTILink 172.18.96.90:3402)
11:39:04.532 Trc 04542 EventQueued sent to [444] (00000005 cca_statserver 172.18.96.80:1187)
11:39:04.532 Trc 04542 EventQueued sent to [428] (00000004 ccp_statserver 172.18.96.80:1186)
11:39:04.532 Trc 04542 EventQueued sent to [396] (00000002 ers_statserver 172.18.96.81:1106)

Anybody knows why it behave like this? I am very sure that an agent was logged in at ACD Queue 7209.

cavagnaro · June 29, 2009, 3:14am

URS logs and StatServer logs with specific connID would be helpfull too

aizham · June 29, 2009, 8:27am

Cav,

Anyway that i can pass u the log rather then this forum? It seems i got an error when trying to post with attachment.

cavagnaro · June 29, 2009, 6:00pm

hum sure, cavagnaro.jc (at) gmail (dot) com

aizham · July 1, 2009, 2:29am

Cav,

I have send you the logs file. Thank you so much for your time and assistant.

cavagnaro · July 1, 2009, 3:34am

Nop, nothing on my inbox…can you try again? ???

aizham · July 1, 2009, 7:52am

resend to cavagnaro dot jc alias gmail dot com

cmcshane · July 1, 2009, 4:25pm

If ACDQ A is set to NCFW to ACDQ B on the PBX then the call is always going to divert. We use ACD queues with the NCFW option set to mail to send calls to the mail system. Once it’s set every call that’s sent to the ACD queue will be sent to the NCFW destination…The event diverted in your logs is the pbx re-directing the call.