cannot resolve agent DN

Django · January 31, 2020, 7:50am

I am getting below error while making campaign call.

CallPreview::RequestMakeCall {
CallPreview::Preview call fault, cannot resolve agent DN
CallProgressor[1:I0000001]::EventError {
CallProgressor[1:I0000001]::EventError{

cavagnaro · January 31, 2020, 11:41am

There must be something else before.
Some agent logout or similar.
If agent loses connection to monitoring will have issues like this. Probably sip or ip agents?

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willy92wins · February 26, 2020, 2:48pm

Hi,

Sorry for resurrecting the topic, but im having the same issue here with personal callbacks:

14:20:00.132 Std 50094 Personal Callback record is not found in a chain
.check_dnc_callback = false
OCMClient[rl_OCServer_b]::Notifying backup, record handle: 36629

14:20:00.132 sent to OCMClient[rl_OCServer_b]
[GOMessageType] EventGOReportingData
Attr GOLibAttrProtocolID [int]: 72AB62E3
Attr GOLibAttrReportData [TKVList]
EvtCode EventOCSChainStartProcessing
ProvID 161
SwID 102
GrpID 511
CmpID 127
LstID 137
ChID 589549
CSGUID 5L8FK4CILT5O7CBN6MPU1A6C3S000017
ChGUID K6V8EL95PL06J96AL5SRQDCSV00010NC
Cause GOCauseChainNormal
CAGUID Q0HLH0TD5L52R9LBOFSKMO70380010E7
ChAtt 1
RecHndl 36626
RecType 5
Attr GOLibAttrEventNum [long]: 225058
Attr GOLibAttrTimestamp [long]: 1582723200132
[GOMessageType] EventGOReportingData
Attr GOLibAttrProtocolID [int]: 72AB62E3
Attr GOLibAttrReportData [TKVList]
EvtCode EventOCSChainStartProcessing
ProvID 161
SwID 102
GrpID 511
CmpID 127
LstID 137
ChID 589549
CSGUID 5L8FK4CILT5O7CBN6MPU1A6C3S000017
ChGUID K6V8EL95PL06J96AL5SRQDCSV00010NC
Cause GOCauseChainNormal
CAGUID Q0HLH0TD5L52R9LBOFSKMO70380010E7
ChAtt 1
RecHndl 36626
RecType 5
Attr GOLibAttrEventNum [long]: 225058
Attr GOLibAttrTimestamp [long]: 1582723200132
.CPNDigits = ; not configured
::CampaignGroup[132`CAMPAIGN_NAME@AG_NAME].CPNDigits = ; not configured
.pre-dial-validation = false; not configured
.pre-dial-validation = true
CallPreview::RequestMakeCall {
CallPreview::Preview call fault, cannot resolve agent DN
CallProgressor[36626:380010E7]::EventError {
CallProgressor[36626:380010E7]::EventError{

Agent is in correct state in statserver, im even monitoring on ccpulse. Any ideas? Many thanks

Kubig · February 26, 2020, 2:52pm

It seems the requested agent is no longer member of specific agent group (campaign agent group).

cavagnaro · February 26, 2020, 2:57pm

Or just lost communication with it… Doubt a single occurrence and that occasionally happens to be deleted from group while call being routed would create an impact.
Show your whole URS, sip server and OCS logs since the call was triggered

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willy92wins · February 26, 2020, 3:44pm

Hi,
Thanks for your aid, here i attach the URS, T-Server and OCS logs:

T-Server:
14:20:08.356 Trc 04541 RequestMakePredictiveCall received from [688] (0000002e rl_OCServer_p 10.4.1.93:59246)
message RequestMakePredictiveCall
AttributeThisDN ‘2041993’
AttributeOtherDN ‘00636784730’
AttributeTimeout 40
AttributeUserData [1003] 00 21 01 00..
‘GSW_CHAIN_ID’ 589549
‘record_id’ 589549
‘record_type’ 6
‘daily_from’ 32400
‘daily_till’ 54000
‘GSW_TZ_OFFSET’ 3600
‘campaign_id’ 127
‘GSW_CHAIN_N’ 1
‘GSW_PHONE’ ‘00XXXXXXXXX’
‘insertion_date_key’ 1582637017
‘user_result_key’ 0
‘record_data_key’ ‘000000001105071000000004319774000841861300000000’
‘GSW_CALLING_LIST’ ‘CL_CPG_SAN_CONTACTO’
‘GSW_CAMPAIGN_NAME’ ‘C_CPG_SAN_Reprogramacion’
‘GSW_CALLBACK_TYPE’ ‘Campaign’
‘InteractionType’ ‘Outbound’
‘InteractionSubtype’ ‘OutboundNew’
‘GSW_RECORD_HANDLE’ 36631
‘GSW_APPLICATION_ID’ 161
‘GSW_CAMPAIGN_GROUP_DBID’ 132
‘GSW_CALLING_LIST_DBID’ 137
‘GSW_SWITCH_DBID’ 102
‘GSW_CAMPAIGN_GROUP_NAME’ ‘C_CPG_SAN_Reprogramacion@AG_Out_SAN_Reprogramacion’
‘GSW_CAMPAIGN_GROUP_DESCRIPTION’ ‘’
‘GSW_CHAIN_ID’ 589549
‘GSW_ATTEMPTS’ 1
‘GSW_AGENT_ID’ ‘’
‘GSW_CALL_RESULT’ 47
‘GSW_TZ_NAME’ ‘ECT’
‘GSW_RECORD_URI’ ‘http://10.4.1.93:8888/records/36631’
‘GSW_CONTACT_MEDIA_TYPE’ ‘voice’
‘GSW_SCRIPT_ID’ 2952
‘GSW_CALL_ATTEMPT_GUID’ ‘Q0HLH0TD5L52R9LBOFSKMO70380010EB’
AttributeExtensions [2] 00 00..
AttributeReferenceID 27947
14:20:08.356 Int 04543 Interaction message “RequestMakePredictiveCall” received from 688 (“rl_OCServer_p”)
@14:20:08.3560 [gctmi] Distributing request RequestMakePredictiveCall
@14:20:08.3560 [asai] Address [2041993,tRP,sIDLE,oIDLE,dUND] (reqMakePredictiveCall)
@14:20:08.3560 [asai] Address [2041993,tRP,sIDLE,oIDLE,dUND] Setting predictive ID:GCTI/Ref:15086
TP_AsaiData
REGISTER CRV:6990
Facility: INVOKE
InvokeId: 3
Operation: TP_MakeCall
CallingNum: (unknown),‘2041993’
CalledNum: (unknown),‘00XXXXXXXXX’
UserUserInfo: (IA5chars),47 43 54 49 2F 52 65 66 3A 20 31 35 30 38 36 ‘GCTI/Ref: 15086’
CallOption[1]: (num_rings) 6
CallOption[2]: (alert_order_0_call1st_1_called1st) 1
CallOption[3]: (return_ACK) -1
ServCircuit: call_classif
@14:20:08.3560 [>>] 08 00 00 4C 08 02 69 90 64 96 1C 44 91 A1 41 02 01 03 02 01 83 40 39 6C 08 80 32 30 34 31 39 39 33 70 0C 80 30 30 36 33 36 37 38 34 37 33 30 7E 10 04 47 43 54 49 2F 52 65 66 3A 20 31 35 30 38 36 96 4B 02 81 86 4B 02 82 81 4B 01 8C 4E 01 81
@14:20:08.3720 [<<] 08 00 00 25 08 02 E9 90 62 96 1C 1D 91 A1 1A 02 01 02 02 01 BD 40 12 10 02 29 07 96 44 01 81 7C 08 00 01 29 07 5E 56 70 88
TP_AsaiData
FACILITY CRV:e990
Facility: INVOKE
InvokeId: 2
Operation: Proceed
CallID[1]: 10503
PartyId[1]: 1
UniversalCallId: 00 01 29 07 5E 56 70 88
@14:20:08.3720 [asai] (processOperProceed)
@14:20:08.3720 [gctmi] request RequestMakePredictiveCall ctiRefId 27024 deactivated in reqMgr
@14:20:08.3720 [gctmi] TMsg [EventDialing()] distributing to model
@14:20:08.3720 {tscp.call {constructed} {uuid 5K47BBROFP1GL2BK0P1HUVS7HG06RGME} {connection-id 008602f26e4dd9fe} {call-id 10503}}
@14:20:08.3720 Call [008602f26e4dd9fe]: urid 00010086
@14:20:08.3720 [BSYNC] Trace: Send to backup (rl_TServer_b) [544]:
message RequestSetCallInfo
AttributeUpdateRevision 65670
AttributeUserData [1003] 00 21 01 00..
‘GSW_CHAIN_ID’ 589549
‘record_id’ 589549
‘record_type’ 6
‘daily_from’ 32400
‘daily_till’ 54000
‘GSW_TZ_OFFSET’ 3600
‘campaign_id’ 127
‘GSW_CHAIN_N’ 1
‘GSW_PHONE’ ‘00XXXXXXXXX’
‘insertion_date_key’ 1582637017
‘user_result_key’ 0
‘record_data_key’ ‘000000001105071000000004319774000841861300000000’
‘GSW_CALLING_LIST’ ‘CL_CPG_SAN_CONTACTO’
‘GSW_CAMPAIGN_NAME’ ‘C_CPG_SAN_Reprogramacion’
‘GSW_CALLBACK_TYPE’ ‘Campaign’
‘InteractionType’ ‘Outbound’
‘InteractionSubtype’ ‘OutboundNew’
‘GSW_RECORD_HANDLE’ 36631
‘GSW_APPLICATION_ID’ 161
‘GSW_CAMPAIGN_GROUP_DBID’ 132
‘GSW_CALLING_LIST_DBID’ 137
‘GSW_SWITCH_DBID’ 102
‘GSW_CAMPAIGN_GROUP_NAME’ ‘C_CPG_SAN_Reprogramacion@AG_Out_SAN_Reprogramacion’
‘GSW_CAMPAIGN_GROUP_DESCRIPTION’ ‘’
‘GSW_CHAIN_ID’ 589549
‘GSW_ATTEMPTS’ 1
‘GSW_AGENT_ID’ ‘’
‘GSW_CALL_RESULT’ 47
‘GSW_TZ_NAME’ ‘ECT’
‘GSW_RECORD_URI’ ‘http://10.4.1.93:8888/records/36631’
‘GSW_CONTACT_MEDIA_TYPE’ ‘voice’
‘GSW_SCRIPT_ID’ 2952
‘GSW_CALL_ATTEMPT_GUID’ ‘Q0HLH0TD5L52R9LBOFSKMO70380010EB’
AttributeConnID 008602f26e4dd9fe
AttributeCallUUID ‘5K47BBROFP1GL2BK0P1HUVS7HG06RGME’
AttributeCallID 10503
@14:20:08.3720 [BSYNC] Trace: Sent
@14:20:08.3720 [gctm] Call [008602f26e4dd9fe/2907/0:0,sST,tNO,l0] Setting timer to ST:2000mS
@14:20:08.3720 [gctm] Call [008602f26e4dd9fe/2907/0:0,sST,tST,l0] created.
@14:20:08.3720 [avaya] Call [008602f26e4dd9fe/2907/0:0,sST,tST,l0] (AvayaCall)
@14:20:08.3720 [asai] (CallReferenceMap)
@14:20:08.3720 [asai] Call [008602f26e4dd9fe/10503/0:0,sST,tST,l0] (AsaiCall)
@14:20:08.3720 [gctmi] Call [008602f26e4dd9fe/2907/0:0,sST,tST,l0] distributing EventDialing
@14:20:08.3720 [asai] Call [008602f26e4dd9fe/10503/0:0,sST,tST,l0] (processDialing)
@14:20:08.3720 [asai] (AsaiCallMonitorStatus::onCallMonitorCallCtrlActive)
@14:20:08.3720 [asai] (CallReferenceMap::add)
@14:20:08.3720 [gctmi] Call [008602f26e4dd9fe/2907/0:0,sST,tST,l0] processDialing
@14:20:08.3720 [gctmi] Call [008602f26e4dd9fe/2907/0:0,sST,tST,l0] processDialInitiated
@14:20:08.3720 [gctm] Call [008602f26e4dd9fe/2907/0:0,sST,tST,l0] Updating Network callId to: 000129075e567088:0
@14:20:08.3720 [gctm] Call [008602f26e4dd9fe/2907/000129075e567088:0,sST,tST,l0] Changing state to 2
@14:20:08.3720 [gctm] Call [008602f26e4dd9fe/2907/000129075e567088:0,sPD,tST,l0] Setting timer to PD:120000mS
@14:20:08.3720 [asai] Call [008602f26e4dd9fe/10503/000129075e567088:0,sPD,tPD,l0] (createParty)
@14:20:08.3720 [gctm] Call [008602f26e4dd9fe/2907/000129075e567088:0,sPD,tPD,l0] Releasing party status cleared.
@14:20:08.3720 [asai] Address [2041993,tRP,sIDLE,oIDLE,dUND] (updateResourceRegisterBlocked) not supported on DN.
@14:20:08.3720 [gctm] Party [008602f26e4dd9fe:2041993,s0,tRP,rORG,lINT] created.
@14:20:08.3720 [asai] Party [008602f26e4dd9fe:2041993,s0,tRP,rORG,lINT] (AsaiIntParty)
@14:20:08.3720 [asai] Party [008602f26e4dd9fe:2041993,s0,tRP,rORG,lINT] setting id to 1
@14:20:08.3720 [gctmi] Party [008602f26e4dd9fe:2041993,s0,tRP,rORG,lINT] distribute
@14:20:08.3720 [gctmi] Party [008602f26e4dd9fe:2041993,s0,tRP,rORG,lINT] processDialing
@14:20:08.3720 [gctm] Party [008602f26e4dd9fe:2041993,s0,tRP,rORG,lINT] Call Control is 3PCC.
@14:20:08.3720 [gctm] Party [008602f26e4dd9fe:2041993,s0,tRP,rORG,lINT] Changing state to d
@14:20:08.3720 [gctm] Call [008602f26e4dd9fe/2907/000129075e567088:0,sPD,tPD,l1] setNbrCallLegs for PartyParty [008602f26e4dd9fe:2041993,sd,tRP,rORG,lINT]
@14:20:08.3720 [ISCC] Call object is created: c:008602f26e4dd9fe,00000000046a7f50
@14:20:08.3720 [ISCC] Call created:
+ c:008602f26e4dd9fe,00000000046a7f50 @ m:0000000000000000,0000000000000000 p:0 i:00002907 nw:000129075e567088 t:0
@14:20:08.3720 [BSYNC] Trace: Send to backup (rl_TServer_b) [544]:
message RequestSetCallInfo
AttributeUpdateRevision 65670
AttributeUserData [1003] 00 21 01 00..
‘GSW_CHAIN_ID’ 589549
‘record_id’ 589549
‘record_type’ 6
‘daily_from’ 32400
‘daily_till’ 54000
‘GSW_TZ_OFFSET’ 3600
‘campaign_id’ 127
‘GSW_CHAIN_N’ 1
‘GSW_PHONE’ ‘00XXXXXXXXX’
‘insertion_date_key’ 1582637017
‘user_result_key’ 0
‘record_data_key’ ‘000000001105071000000004319774000841861300000000’
‘GSW_CALLING_LIST’ ‘CL_CPG_SAN_CONTACTO’
‘GSW_CAMPAIGN_NAME’ ‘C_CPG_SAN_Reprogramacion’
‘GSW_CALLBACK_TYPE’ ‘Campaign’
‘InteractionType’ ‘Outbound’
‘InteractionSubtype’ ‘OutboundNew’
‘GSW_RECORD_HANDLE’ 36631
‘GSW_APPLICATION_ID’ 161
‘GSW_CAMPAIGN_GROUP_DBID’ 132
‘GSW_CALLING_LIST_DBID’ 137
‘GSW_SWITCH_DBID’ 102
‘GSW_CAMPAIGN_GROUP_NAME’ ‘C_CPG_SAN_Reprogramacion@AG_Out_SAN_Reprogramacion’
‘GSW_CAMPAIGN_GROUP_DESCRIPTION’ ‘’
‘GSW_CHAIN_ID’ 589549
‘GSW_ATTEMPTS’ 1
‘GSW_AGENT_ID’ ‘’
‘GSW_CALL_RESULT’ 47
‘GSW_TZ_NAME’ ‘ECT’
‘GSW_RECORD_URI’ ‘http://10.4.1.93:8888/records/36631’
‘GSW_CONTACT_MEDIA_TYPE’ ‘voice’
‘GSW_SCRIPT_ID’ 2952
‘GSW_CALL_ATTEMPT_GUID’ ‘Q0HLH0TD5L52R9LBOFSKMO70380010EB’
AttributeConnID 008602f26e4dd9fe
@14:20:08.3720 [BSYNC] Trace: Sent
@14:20:08.3720 [0] 8.1.010.25 distribute call/party event: message EventCallCreated
AttributeEventSequenceNumber 00000000012d789b
AttributeTimeStamp 5e5670880005ad20
AttributeMediaType 0
AttributeCallID 10503
AttributeConnID 008602f26e4dd9fe
AttributeCallUUID ‘5K47BBROFP1GL2BK0P1HUVS7HG06RGME’
AttributeNetworkCallID 000129075e567088
AttributeUserData [1003] 00 21 01 00..
‘GSW_CHAIN_ID’ 589549
‘record_id’ 589549
‘record_type’ 6
‘daily_from’ 32400
‘daily_till’ 54000
‘GSW_TZ_OFFSET’ 3600
‘campaign_id’ 127
‘GSW_CHAIN_N’ 1
‘GSW_PHONE’ ‘00XXXXXXXXX’
‘insertion_date_key’ 1582637017
‘user_result_key’ 0
‘record_data_key’ ‘000000001105071000000004319774000841861300000000’
‘GSW_CALLING_LIST’ ‘CL_CPG_SAN_CONTACTO’
‘GSW_CAMPAIGN_NAME’ ‘C_CPG_SAN_Reprogramacion’
‘GSW_CALLBACK_TYPE’ ‘Campaign’
‘InteractionType’ ‘Outbound’
‘InteractionSubtype’ ‘OutboundNew’
‘GSW_RECORD_HANDLE’ 36631
‘GSW_APPLICATION_ID’ 161
‘GSW_CAMPAIGN_GROUP_DBID’ 132
‘GSW_CALLING_LIST_DBID’ 137
‘GSW_SWITCH_DBID’ 102
‘GSW_CAMPAIGN_GROUP_NAME’ ‘C_CPG_SAN_Reprogramacion@AG_Out_SAN_Reprogramacion’
‘GSW_CAMPAIGN_GROUP_DESCRIPTION’ ‘’
‘GSW_CHAIN_ID’ 589549
‘GSW_ATTEMPTS’ 1
‘GSW_AGENT_ID’ ‘’
‘GSW_CALL_RESULT’ 47
‘GSW_TZ_NAME’ ‘ECT’
‘GSW_RECORD_URI’ ‘http://10.4.1.93:8888/records/36631’
‘GSW_CONTACT_MEDIA_TYPE’ ‘voice’
‘GSW_SCRIPT_ID’ 2952
‘GSW_CALL_ATTEMPT_GUID’ ‘Q0HLH0TD5L52R9LBOFSKMO70380010EB’
14:20:08.372 Int 04544 Interaction message “EventCallCreated” generated
14:20:08.372 Trc 04542 EventCallCreated sent to [396] (0000002d rl_ICON_VOICE1_85 172.16.100.22:58595)
14:20:08.372 Trc 04542 EventCallCreated sent to [556] (00000004 rl_ICON_VOICE2_85 10.4.1.89:51626)
@14:20:08.3720 [ISCC] Party added [ddp view]:
@ c:008602f26e4dd9fe,00000000046a7f50 @ m:0000000000000000,0000000000000000,0000000000000000 p:1 i:00002907 nw:00000000:000129075e567088 t:0
+ p:0000000004a00160 @ c:008602f26e4dd9fe,00000000046a7f50 r:1 t:0 s:d n:2041993
@14:20:08.3720 [ISCC] Party object is created: p:0000000000000000,0000000004a00160 n:2041993:
@14:20:08.3720 [ISCC] Party added:
@ c:008602f26e4dd9fe,00000000046a7f50 @ m:0000000000000000,0000000000000000 p:1 i:00002907 nw:000129075e567088 t:0
+ p:0000000000000000,0000000004a00160 @ c:008602f26e4dd9fe,00000000046a7f50 r:1 ----- n:2041993:
@14:20:08.3720 [BSYNC] Trace: Send to backup (rl_TServer_b) [544]:
message EventCallPartyState
AttributeDN ‘2041993’
AttributePartyUUID ‘5K47BBROFP1GL2BK0P1HUVS7HG06RGMF’
AttributePartyID 408602f26e6c7766
AttributeConnID 008602f26e4dd9fe
@14:20:08.3720 [BSYNC] Trace: Sent
@14:20:08.3720 [0] 8.1.010.25 distribute call/party event: message EventCallPartyAdded
AttributeEventSequenceNumber 00000000012d789c
AttributeTimeStamp 5e5670880005ad20
AttributeDBID 4749
AttributeDN ‘2041993’
AttributeMediaType 0
AttributePartyState 0xd
AttributePartyType 0
AttributeConnID 008602f26e4dd9fe
AttributeCallUUID ‘5K47BBROFP1GL2BK0P1HUVS7HG06RGME’
AttributePartyUUID ‘5K47BBROFP1GL2BK0P1HUVS7HG06RGMF’
14:20:08.372 Int 04544 Interaction message “EventCallPartyAdded” generated
14:20:08.372 Trc 04542 EventCallPartyAdded sent to [396] (0000002d rl_ICON_VOICE1_85 172.16.100.22:58595)
14:20:08.372 Trc 04542 EventCallPartyAdded sent to [556] (00000004 rl_ICON_VOICE2_85 10.4.1.89:51626)
@14:20:08.3720 [gctmi] request RequestMakePredictiveCall ctiRefId 27024 removed from reqMgr
@14:20:08.3720 [0] 8.1.010.25 distribute_response: message EventDialing
AttributeEventSequenceNumber 00000000012d789d
AttributeTimeinuSecs 372000
AttributeTimeinSecs 1582723208 (14:20:08)
AttributeExtensions [19] 00 01 02 00..
‘UCID’ bin: 88 70 56 5e.. (len=8)
AttributeOtherDNRole 2
AttributeOtherDN ‘00636784730’
AttributeThisDNRole 1
AttributeThisDN ‘2041993’
AttributeUserData [1003] 00 21 01 00..
‘GSW_CHAIN_ID’ 589549
‘record_id’ 589549
‘record_type’ 6
‘daily_from’ 32400
‘daily_till’ 54000
‘GSW_TZ_OFFSET’ 3600
‘campaign_id’ 127
‘GSW_CHAIN_N’ 1
‘GSW_PHONE’ ‘00XXXXXXXXX’
‘insertion_date_key’ 1582637017
‘user_result_key’ 0
‘record_data_key’ ‘000000001105071000000004319774000841861300000000’
‘GSW_CALLING_LIST’ ‘CL_CPG_SAN_CONTACTO’
‘GSW_CAMPAIGN_NAME’ ‘C_CPG_SAN_Reprogramacion’
‘GSW_CALLBACK_TYPE’ ‘Campaign’
‘InteractionType’ ‘Outbound’
‘InteractionSubtype’ ‘OutboundNew’
‘GSW_RECORD_HANDLE’ 36631
‘GSW_APPLICATION_ID’ 161
‘GSW_CAMPAIGN_GROUP_DBID’ 132
‘GSW_CALLING_LIST_DBID’ 137
‘GSW_SWITCH_DBID’ 102
‘GSW_CAMPAIGN_GROUP_NAME’ ‘C_CPG_SAN_Reprogramacion@AG_Out_SAN_Reprogramacion’
‘GSW_CAMPAIGN_GROUP_DESCRIPTION’ ‘’
‘GSW_CHAIN_ID’ 589549
‘GSW_ATTEMPTS’ 1
‘GSW_AGENT_ID’ ‘’
‘GSW_CALL_RESULT’ 47
‘GSW_TZ_NAME’ ‘ECT’
‘GSW_RECORD_URI’ ‘http://10.4.1.93:8888/records/36631’
‘GSW_CONTACT_MEDIA_TYPE’ ‘voice’
‘GSW_SCRIPT_ID’ 2952
‘GSW_CALL_ATTEMPT_GUID’ ‘Q0HLH0TD5L52R9LBOFSKMO70380010EB’
AttributeCallUUID ‘5K47BBROFP1GL2BK0P1HUVS7HG06RGME’
AttributeConnID 008602f26e4dd9fe
AttributeCallID 10503
AttributeLocalCallType 0
AttributeCallType 0
AttributeNetworkCallID 1582723208
AttributeThisQueue ‘2041993’
AttributeCallState 0
AttributeReferenceID 27947
14:20:08.372 Int 04544 Interaction message “EventDialing” generated
14:20:08.372 Trc 04542 EventDialing sent to [688] (0000002e rl_OCServer_p 10.4.1.93:59246)
14:20:08.372 Trc 04542 EventDialing sent to [704] (00000040 rl_CCP_StatServer_b 10.4.1.238:62974)
14:20:08.372 Trc 04542 EventDialing sent to [568] (0000003f rl_CCP_StatServer_p 10.4.1.221:52994)
14:20:08.372 Trc 04542 EventDialing sent to [516] (0000003d rl_RoutingStatServer_b 10.4.1.89:51908)
14:20:08.372 Trc 04542 EventDialing sent to [576] (0000003e rl_RoutingStatServer_p 172.16.100.22:58781)
14:20:08.372 Trc 04542 EventDialing sent to [640] (0000003c rl_OutboundStatServer_b 10.4.1.123:50574)
14:20:08.372 Trc 04542 EventDialing sent to [700] (0000003b rl_OutboundStatServer_p 10.4.1.93:59364)
14:20:08.372 Trc 04542 EventDialing sent to [656] (00000038 sp_RoutingStatServer_p 10.4.235.106:55410)
14:20:08.372 Trc 04542 EventDialing sent to [684] (00000036 sp_OutboundStatServer_b 10.4.235.115:55987)
14:20:08.372 Trc 04542 EventDialing sent to [520] (00000037 sp_RoutingStatServer_b 10.4.235.107:61019)
14:20:08.372 Trc 04542 EventDialing sent to [664] (00000035 sp_OutboundStatServer_p 10.4.235.114:51482)
14:20:08.372 Trc 04542 EventDialing sent to [660] (00000034 03_StatServer_Out_b 10.4.7.118:52126)
14:20:08.372 Trc 04542 EventDialing sent to [452] (00000033 03_StatServer_Out_p 10.4.7.119:54643)
14:20:08.372 Trc 04542 EventDialing sent to [396] (0000002d rl_ICON_VOICE1_85 172.16.100.22:58595)
14:20:08.372 Trc 04542 EventDialing sent to [556] (00000004 rl_ICON_VOICE2_85 10.4.1.89:51626)
14:20:08.372 Trc 04542 EventDialing sent to [564] (00000006 rl_OCServer_b 10.4.1.123:50384)
14:20:08.372 Trc 04542 EventDialing sent to [636] (00000019 rl_URS_p 172.16.100.22:58464)
14:20:08.372 Trc 04542 EventDialing sent to [548] (00000003 rl_URS_b 10.4.1.89:51627)
@14:20:08.3720 [BSYNC] Trace: Send to backup (rl_TServer_b) [544]:
message EventUserEvent
attr_#194 15086
AttributeThisDN ‘2041993’
AttributeCallID 10503
AttributeNetworkCallID 000129075e567088
AttributePrivateMsgID 256
@14:20:08.3720 [BSYNC] Trace: Sent

URS:
14:20:08.013_M_I_ [10:1d] PULSE no calls, skipped: 0 cpu 2 missed 2 next
received from 65204(rl_TServer_b)SRVGENCIMRL4:4000(fd=) message EventDialing
AttributeCallState 0
AttributeThisQueue ‘2041993’
AttributeNetworkCallID 1582723208
AttributeCallType 0
AttributeLocalCallType 0
AttributeCallID 10503
AttributeConnID 008602f26e4dd9fe
AttributeCallUUID ‘5K47BBROFP1GL2BK0P1HUVS7HG06RGME’
AttributeUserData [1003] 00 21 01 00..
‘GSW_CHAIN_ID’ 589549
‘record_id’ 589549
‘record_type’ 6
‘daily_from’ 32400
‘daily_till’ 54000
‘GSW_TZ_OFFSET’ 3600
‘campaign_id’ 127
‘GSW_CHAIN_N’ 1
‘GSW_PHONE’ ‘00XXXXXXXXX’
‘insertion_date_key’ 1582637017
‘user_result_key’ 0
‘record_data_key’ ‘000000001105071000000004319774000841861300000000’
‘GSW_CALLING_LIST’ ‘CL_CPG_SAN_CONTACTO’
‘GSW_CAMPAIGN_NAME’ ‘C_CPG_SAN_Reprogramacion’
‘GSW_CALLBACK_TYPE’ ‘Campaign’
‘InteractionType’ ‘Outbound’
‘InteractionSubtype’ ‘OutboundNew’
‘GSW_RECORD_HANDLE’ 36631
‘GSW_APPLICATION_ID’ 161
‘GSW_CAMPAIGN_GROUP_DBID’ 132
‘GSW_CALLING_LIST_DBID’ 137
‘GSW_SWITCH_DBID’ 102
‘GSW_CAMPAIGN_GROUP_NAME’ ‘C_CPG_SAN_Reprogramacion@AG_Out_SAN_Reprogramacion’
‘GSW_CAMPAIGN_GROUP_DESCRIPTION’ ‘’
‘GSW_CHAIN_ID’ 589549
‘GSW_ATTEMPTS’ 1
‘GSW_AGENT_ID’ ‘’
‘GSW_CALL_RESULT’ 47
‘GSW_TZ_NAME’ ‘ECT’
‘GSW_RECORD_URI’ ‘http://10.4.1.93:8888/records/36631’
‘GSW_CONTACT_MEDIA_TYPE’ ‘voice’
‘GSW_SCRIPT_ID’ 2952
‘GSW_CALL_ATTEMPT_GUID’ ‘Q0HLH0TD5L52R9LBOFSKMO70380010EB’
AttributeThisDN ‘2041993’
AttributeThisDNRole 1
AttributeOtherDN ‘00XXXXXXXXX’
AttributeOtherDNRole 2
AttributeExtensions [19] 00 01 02 00..
‘UCID’ bin: 88 70 56 5e.. (len=8)
AttributeTimeinSecs 1582723208 (14:20:08)
AttributeTimeinuSecs 372000
AttributeEventSequenceNumber 00000000012d789d
14:20:08.372_T_I_0000000000000000 [14:0c] EventDialing is received for ts rl_TServer_b[Avaya_Ribera_Loira] (this dn=2041993)
_T_I_008602f26e4dd9fe [01:11] connid 008602f26e4dd9fe is bound to the call 860706-00000000058e7990
T_I_008602f26e4dd9fe [01:1b] calluuid 5K47BBROFP1GL2BK0P1HUVS7HG06RGME is bound to the call 860706-00000000058e7990 as 0000000005d17370
14:20:08.372_I_I_008602f26e4dd9fe [01:01] call (860706-00000000058e7990) for Resources created (del 0)
T_I_008602f26e4dd9fe [14:09] add DN rl_TServer_b 2041993 <2041993@Avaya_Ribera_Loira> (CDN 57 008602f26e4dd9fe 0000000005d17370) to the call 860706-00000000058e7990 truly:22
[…]
14:20:12.007_M_I [10:1d] PULSE no calls, skipped: 0 cpu 4 missed 2 next
received from 65204(rl_TServer_b)SRVGENCIMRL4:4000(fd=) message EventNetworkReached
AttributeCallState 0
AttributeThisQueue ‘2041993’
AttributeNetworkCallID 1582723208
AttributeCallType 3
AttributeLocalCallType 3
AttributeCallID 10503
AttributeConnID 008602f26e4dd9fe
AttributeCallUUID ‘5K47BBROFP1GL2BK0P1HUVS7HG06RGME’
AttributeUserData [1003] 00 21 01 00..
‘GSW_CHAIN_ID’ 589549
‘record_id’ 589549
‘record_type’ 6
‘daily_from’ 32400
‘daily_till’ 54000
‘GSW_TZ_OFFSET’ 3600
‘campaign_id’ 127
‘GSW_CHAIN_N’ 1
‘GSW_PHONE’ ‘00XXXXXXXXX’
‘insertion_date_key’ 1582637017
‘user_result_key’ 0
‘record_data_key’ ‘000000001105071000000004319774000841861300000000’
‘GSW_CALLING_LIST’ ‘CL_CPG_SAN_CONTACTO’
‘GSW_CAMPAIGN_NAME’ ‘C_CPG_SAN_Reprogramacion’
‘GSW_CALLBACK_TYPE’ ‘Campaign’
‘InteractionType’ ‘Outbound’
‘InteractionSubtype’ ‘OutboundNew’
‘GSW_RECORD_HANDLE’ 36631
‘GSW_APPLICATION_ID’ 161
‘GSW_CAMPAIGN_GROUP_DBID’ 132
‘GSW_CALLING_LIST_DBID’ 137
‘GSW_SWITCH_DBID’ 102
‘GSW_CAMPAIGN_GROUP_NAME’ ‘C_CPG_SAN_Reprogramacion@AG_Out_SAN_Reprogramacion’
‘GSW_CAMPAIGN_GROUP_DESCRIPTION’ ‘’
‘GSW_CHAIN_ID’ 589549
‘GSW_ATTEMPTS’ 1
‘GSW_AGENT_ID’ ‘’
‘GSW_CALL_RESULT’ 47
‘GSW_TZ_NAME’ ‘ECT’
‘GSW_RECORD_URI’ ‘http://10.4.1.93:8888/records/36631’
‘GSW_CONTACT_MEDIA_TYPE’ ‘voice’
‘GSW_SCRIPT_ID’ 2952
‘GSW_CALL_ATTEMPT_GUID’ ‘Q0HLH0TD5L52R9LBOFSKMO70380010EB’
AttributeDNIS ‘00XXXXXXXXX’
AttributeThisTrunk 1048616
AttributeThisDN ‘2041993’
AttributeThisDNRole 1
AttributeOtherDNRole 2
AttributeOtherDN ‘00XXXXXXXXX’
AttributeExtensions [40] 00 02 02 00..
‘UCID’ bin: 88 70 56 5e.. (len=8)
‘NetworkState’ 3
AttributeTimeinSecs 1582723212 (14:20:12)
AttributeTimeinuSecs 7000
AttributeEventSequenceNumber 00000000012d78ca
[…]
14:20:29.369_M_I [10:17] SO(0000000005a50b60 319 2) ten=Resources name=lblazquezg@rl_RoutingStatServer_p.A: CHANGE OF STATE (NotReadyForNextCall->CallOutbound)[1582723217 1 0]
M_I [10:37] stat ATT for MEDIA voice (type=0), time=(1582723217 S=1582723217 R=1582723229), f=0: busy(21) 575=0+0(10)
M_I [10:17] SO(0000000005a50b60 319 2) ten=Resources name=lblazquezg@rl_RoutingStatServer_p.A: voice media status: 1 1 0
M_I [10:17] -ready DN 2057188 @ Avaya_Ribera_Loira (type 1 CallOutbound time=1582723229) for ag lblazquezg, pl RL_2057188, WaitForNextCall time=1582723217
M_I [10:17] SO(0000000005a50b60 319 2) ten=Resources name=lblazquezg@rl_RoutingStatServer_p.A: 0(1) ready DNs reported, dT=0, 1 lvqs
received from 65204(rl_TServer_b)SRVGENCIMRL4:4000(fd=) message EventQueued
AttributeCallState 0
AttributeThisQueue ‘2041993’
AttributeNetworkCallID 1582723208
AttributeCallType 3
AttributeLocalCallType 3
AttributeCallID 10516
AttributeConnID 008602f26e4dd9fe
AttributeCallUUID ‘5K47BBROFP1GL2BK0P1HUVS7HG06RGME’
AttributeUserData [1003] 00 21 01 00..
‘GSW_CHAIN_ID’ 589549
‘record_id’ 589549
‘record_type’ 6
‘daily_from’ 32400
‘daily_till’ 54000
‘GSW_TZ_OFFSET’ 3600
‘campaign_id’ 127
‘GSW_CHAIN_N’ 1
‘GSW_PHONE’ ‘00XXXXXXXXX’
‘insertion_date_key’ 1582637017
‘user_result_key’ 0
‘record_data_key’ ‘000000001105071000000004319774000841861300000000’
‘GSW_CALLING_LIST’ ‘CL_CPG_SAN_CONTACTO’
‘GSW_CAMPAIGN_NAME’ ‘C_CPG_SAN_Reprogramacion’
‘GSW_CALLBACK_TYPE’ ‘Campaign’
‘InteractionType’ ‘Outbound’
‘InteractionSubtype’ ‘OutboundNew’
‘GSW_RECORD_HANDLE’ 36631
‘GSW_APPLICATION_ID’ 161
‘GSW_CAMPAIGN_GROUP_DBID’ 132
‘GSW_CALLING_LIST_DBID’ 137
‘GSW_SWITCH_DBID’ 102
‘GSW_CAMPAIGN_GROUP_NAME’ ‘C_CPG_SAN_Reprogramacion@AG_Out_SAN_Reprogramacion’
‘GSW_CAMPAIGN_GROUP_DESCRIPTION’ ‘’
‘GSW_CHAIN_ID’ 589549
‘GSW_ATTEMPTS’ 1
‘GSW_AGENT_ID’ ‘’
‘GSW_CALL_RESULT’ 47
‘GSW_TZ_NAME’ ‘ECT’
‘GSW_RECORD_URI’ ‘http://10.4.1.93:8888/records/36631’
‘GSW_CONTACT_MEDIA_TYPE’ ‘voice’
‘GSW_SCRIPT_ID’ 2952
‘GSW_CALL_ATTEMPT_GUID’ ‘Q0HLH0TD5L52R9LBOFSKMO70380010EB’
AttributeDNIS ‘00636784730’
AttributeThisTrunk 1048616
AttributeThisDN ‘2041993’
AttributeThisDNRole 1
AttributeOtherDNRole 2
AttributeOtherDN ‘00XXXXXXXXX’
AttributeExtensions [19] 00 01 02 00..
‘UCID’ bin: 88 70 56 5e.. (len=8)
AttributeTimeinSecs 1582723229 (14:20:29)
AttributeTimeinuSecs 369000
AttributeEventSequenceNumber 00000000012d79d6
[…]

OCS:
14:20:00.132 CM_DBCampaign:127 notifySchedCallback ChainID: 589549 GroupDBID:511 Records:57 Chains:57 OnTimer:6 AtWork:51
14:20:00.132 Std 50094 Personal Callback record is not found in a chain
.check_dnc_callback = false
OCMClient[rl_OCServer_b]::Notifying backup, record handle: 36629

14:20:00.132 sent to OCMClient[rl_OCServer_b]
[GOMessageType] EventGOReportingData
Attr GOLibAttrProtocolID [int]: 72AB62E3
Attr GOLibAttrReportData [TKVList]
EvtCode EventOCSChainStartProcessing
ProvID 161
SwID 102
GrpID 511
CmpID 127
LstID 137
ChID 589549
CSGUID 5L8FK4CILT5O7CBN6MPU1A6C3S000017
ChGUID K6V8EL95PL06J96AL5SRQDCSV00010NC
Cause GOCauseChainNormal
CAGUID Q0HLH0TD5L52R9LBOFSKMO70380010E7
ChAtt 1
RecHndl 36626
RecType 5
Attr GOLibAttrEventNum [long]: 225058
Attr GOLibAttrTimestamp [long]: 1582723200132
[GOMessageType] EventGOReportingData
Attr GOLibAttrProtocolID [int]: 72AB62E3
Attr GOLibAttrReportData [TKVList]
EvtCode EventOCSChainStartProcessing
ProvID 161
SwID 102
GrpID 511
CmpID 127
LstID 137
ChID 589549
CSGUID 5L8FK4CILT5O7CBN6MPU1A6C3S000017
ChGUID K6V8EL95PL06J96AL5SRQDCSV00010NC
Cause GOCauseChainNormal
CAGUID Q0HLH0TD5L52R9LBOFSKMO70380010E7
ChAtt 1
RecHndl 36626
RecType 5
Attr GOLibAttrEventNum [long]: 225058
Attr GOLibAttrTimestamp [long]: 1582723200132
.CPNDigits = ; not configured
::CampaignGroup[132`C_CPG_SAN_Reprogramacion@AG_Out_SAN_Reprogramacion].CPNDigits = ; not configured
.pre-dial-validation = false; not configured
.pre-dial-validation = true
CallPreview::RequestMakeCall {
CallPreview::Preview call fault, cannot resolve agent DN
CallProgressor[36626:380010E7]::EventError {
CallProgressor[36626:380010E7]::EventError{

14:20:00.132 PAEventInfo (ContactInfo):
OwnerSessionDBID: 132; OriginSessionDBID: 132;
CallType: PA_CallOutbound; StatType: PA_StatCallCleanup;
RecHandle: 36626; CallID: 0;
PlaceDBID: 0; CallResult: 47;
Call[36626:380010E7]::Applying treatment
14:20:00.132 Trc 50071 Send UserEvent
request to 65200(rl_TServer_p/rl_TServer_b) message RequestDistributeUserEvent
AttributeUserData [305] 00 0c 01 00..
‘GSW_STAT_EVENT’ 18
‘GSW_CAMPAIGN_DBID’ 127
‘GSW_CALL_LIST_DBID’ 137
‘GSW_GROUP_DBID’ 511
‘GSW_AGENT_DBID’ 0
‘GSW_CALL_RESULT’ 47
‘GSW_CAMPAIGN_COMPLETE’ 0
‘GSW_LIST_COMPLETE’ 0
‘GSW_DIAL_MODE’ 2
‘GSW_APPLICATION_ID’ 161
‘GSW_CALLBACK_TYPE’ 5
‘GSW_SCHED_REC_NUM’ 6
AttributeCommunicationDN ‘Callback_SAN’
..sent to SRVGENCIMRL3:4000(fd=540)
14:20:00.132 Trc 50071 Send UserEvent
request to 65200(rl_TServer_p/rl_TServer_b) message RequestDistributeUserEvent
AttributeUserData [305] 00 0c 01 00..
‘GSW_STAT_EVENT’ 14
‘GSW_CAMPAIGN_DBID’ 127
‘GSW_CALL_LIST_DBID’ 137
‘GSW_GROUP_DBID’ 511
‘GSW_AGENT_DBID’ 0
‘GSW_CALL_RESULT’ 47
‘GSW_CAMPAIGN_COMPLETE’ 0
‘GSW_LIST_COMPLETE’ 0
‘GSW_DIAL_MODE’ 2
‘GSW_APPLICATION_ID’ 161
‘GSW_CALLBACK_TYPE’ 5
‘GSW_SCHED_REC_NUM’ 6
AttributeCommunicationDN ‘Callback_SAN’
..sent to SRVGENCIMRL3:4000(fd=540)
::CallingList[137CL_CPG_SAN_CONTACTO].dial_log_destination = <default>; not configured [GOMessageType] EventGOReportingData Attr GOLibAttrProtocolID [int]: 72AB62E3 Attr GOLibAttrReportData [TKVList] EvtCode EventOCSChainProcessed ProvID 161 SwID 102 GrpID 511 CmpID 127 LstID 137 ChID 589549 CSGUID 5L8FK4CILT5O7CBN6MPU1A6C3S000017 ChGUID K6V8EL95PL06J96AL5SRQDCSV00010NC Cause GOCauseChainDialerError ClRes 47 DlrID 134 Recs ("36626"=("106"="47","109"="1582723200","114"="","125"="0")) Attr GOLibAttrEventNum [long]: 225059 Attr GOLibAttrTimestamp [long]: 1582723200132 [GOMessageType] EventGOReportingData Attr GOLibAttrProtocolID [int]: 72AB62E3 Attr GOLibAttrReportData [TKVList] EvtCode EventOCSChainProcessed ProvID 161 SwID 102 GrpID 511 CmpID 127 LstID 137 ChID 589549 CSGUID 5L8FK4CILT5O7CBN6MPU1A6C3S000017 ChGUID K6V8EL95PL06J96AL5SRQDCSV00010NC Cause GOCauseChainDialerError ClRes 47 DlrID 134 Recs ("36626"=("106"="47","109"="1582723200","114"="","125"="0")) Attr GOLibAttrEventNum [long]: 225059 Attr GOLibAttrTimestamp [long]: 1582723200132 RecTreatment - Apply OK CallResult = 47 RecordHandle = 36626 ChainID = 589549 ChainNum = 1 Phone = 00XXXXXXXXX PhoneType = 1 ListName = CL_CPG_SAN_CONTACTO TableName = T_CPG_SAN_CONTACTO CampaignName = C_CPG_SAN_Reprogramacion Attempt = 1 RecordType = 5 TZDBID = 102 TZOffset = 3600 DailyFrom = 32400 (09:00:00) DailyTill = 54000 (15:00:00) DialSchedTime = 1582723200 Name = SAN_AgentCallbackError RecActionCode = 9 AssignToGroup CallActionCode = 0 NoCallActionCode TreatmentInterval = 1440 TreatmentCycleAttempts = 1 TreatmentIncrement = 1 ::CallingList[137CL_CPG_SAN_CONTACTO].dial_log_destination = ; not configured
SetRecordStatus(): status Ready set for record ChainID=589549, ChainN=1, RecordHandle=36626
[GOMessageType] EventGOReportingData
Attr GOLibAttrProtocolID [int]: 72AB62E3
Attr GOLibAttrReportData [TKVList]
EvtCode EventOCSChainUnloaded
ProvID 161
SwID 102
GrpID 511
CmpID 127
LstID 137
ChID 589549
CSGUID 5L8FK4CILT5O7CBN6MPU1A6C3S000017
ChGUID K6V8EL95PL06J96AL5SRQDCSV00010NC
Cause GOCauseChainReschedToContinue
TrID 166
Recs (“36626”=(“104”=“6”,“105”=“1”,“106”=“47”,“107”=“1”,“108”=“1582723200”))
Attr GOLibAttrEventNum [long]: 225060
Attr GOLibAttrTimestamp [long]: 1582723200132
[GOMessageType] EventGOReportingData
Attr GOLibAttrProtocolID [int]: 72AB62E3
Attr GOLibAttrReportData [TKVList]
EvtCode EventOCSChainUnloaded
ProvID 161
SwID 102
GrpID 511
CmpID 127
LstID 137
ChID 589549
CSGUID 5L8FK4CILT5O7CBN6MPU1A6C3S000017
ChGUID K6V8EL95PL06J96AL5SRQDCSV00010NC
Cause GOCauseChainReschedToContinue
TrID 166
Recs (“36626”=(“104”=“6”,“105”=“1”,“106”=“47”,“107”=“1”,“108”=“1582723200”))
Attr GOLibAttrEventNum [long]: 225060
Attr GOLibAttrTimestamp [long]: 1582723200132
UpdateRecord Handle:36626 ChainID:589549 ChainNum:1
14:20:00.132 CM_DBCallRecord(137-127-511): DBServer ‘rl_OCSDBServer_p for CL_CPG_SAN_CONTACTO (780)’ SQL: update T_CPG_SAN_CONTACTO set call_result=47,agent_id=‘’,call_time=1582723200,dial_sched_time=1582723200,record_type=6,record_status=1,attempt=1,switch_id=0 where chain_id=589549 and chain_n=1 [ReqID=5703057]
14:20:00.132 CM_DBCampaign:127 ProcessChain ChainID=589549 GroupDBID:511 Records:57 Chains:56 OnTimer:6 AtWork:50
Call[36626:380010E7]::no treatment for the call result
::CallingList[137`CL_CPG_SAN_CONTACTO].dial_log_destination = ; not configured
Call[36626:380010E7]::Deleting chained calls {
Call[36626:380010E7]::Deleting call{
CallPreview::RequestClearCall {
}
}
}
}
}
}

Im checking agent in ccpulse, using the statserver connected to OCS, and the state seems ok. Nothing strange. Any ideas?

cavagnaro · February 26, 2020, 3:53pm

In URS you are just showing a part of the call, until EventQueued…post the WHOLE log pls. Also OCS doesn’t show the Dial Request.

Kubig · February 26, 2020, 4:07pm

I suppose the requested agent is not member of agent group “AG_Out_SAN_Reprogramacion”

saggy · November 19, 2021, 1:18pm

Hi,

Anybody knows any way to route a personal callback record to an agent that do not belong to the campaign agent group?

Thanks for your help.

cavagnaro · November 19, 2021, 1:34pm

Please don’t mix the posts. Open a new one.

Enviado de meu SM-N9600 usando o Tapatalk

saggy · November 22, 2021, 11:58am

Hi,

Sorry but i think this is the correct post. In fact, i am getting the same error ‘cannot resolve agent DN’ due the target agent does not belong to campaign agent group, and precisely, that’s what I need.

Maybe i had to explain better my case, sorry about this.

{CampaignGroup[139***********@***********] -> Application[125OCServer]}; : not configured
CallPreview::RequestMakeCall {
CallPreview::Preview call fault, cannot resolve agent DN
CallProgressor[43:7O00000T]::EventError {
CallProgressor[43:7O00000T]::EventError{

13:53:52.752 PAEventInfo (ContactInfo):
OwnerSessionDBID: 139; OriginSessionDBID: 139;
CallType: PA_CallOutbound; StatType: PA_StatCallCleanup;
RecHandle: 43; CallID: 0;
PlaceDBID: 0; CallResult: 47;

Kubig · November 22, 2021, 12:06pm

Do you have dedicated campaign for personal callbacks? If yes, why you cannot add the agent to related campaign (agent) group?

saggy · November 23, 2021, 10:30am

Hi,

Thanks for your reply.

There are not a campaign dedicated for personal callbacks.

The agents are going to be changing from one campaign to another, and we need to route the personal callback records even they do not belong to the campaign group.

Kubig · November 23, 2021, 10:54am

I do not think it is possible at all. In case of preview campaign, you should use Treatment to reassign the record to the agent’s assigned group. In other cases, where routing is involved, you can do the same or just assign dynamically the agent to required agent group to allows agent to handle the record. I would personally prefer design/arch, where there is a general campaign for personal records only, so it more easier to maintain, configure and operate with such campaign