Inbound Email routing to Agents

Architect & Flows
21

I created capacity rule in CME/Resources/Scripts and apply it to agent
But emails still not routing to agents

22

What about the use_agent_capacity URS option? Did you set it to yes and did you restart the URS?
Also have you checked whether the SS you are using is in connection tab of URS?

23

Yes, SS has conection to URS

use_agent_capacity was in true, but I try it in false also. And of course I always restart URS to apply changes

24

Could you post here URS log again?

R.

1 Like
25

here is URS logs

26 
09:15:23.265_I_I_0d9701a0b5a9b5e8 [07:07] HERE IS TARGETS
TARGETS: 11008.A
09:15:23.265_M_I_0d9701a0b5a9b5e8 [13:01] current virtual queue: 01b8d4c0 id=1, nVQ=1-1b08e40, priority=0, time=1225893062.0
    _C_W_0d9701a0b5a9b5e8 [0D:02] [b]there is no any value for option default_stat_server[/b]

URS complains about missing StatServer (see above). Please check that you have specified existing StatServer application on “Route Interaction” object and that URS has connection to that application.

R.

27

SS should not have connection to URS it should be the other way around.

28

edited strategy and set statserver in ‘Route Interaction’

ecki

SS should not have connection to URS it should be the other way around.
What do you meen??
29

I meant that your stat server which you are using in select target block must be in connection tab of URS. So it means that URS is establishing connection to Stat Server. URS is client of Stat server.

It looks like you solved the issue with stat server, however I guess the email still was not delivered. Could you do one more attempt to route the email. This time could you change agent status several times from ready to not ready and back while email is waiting in the queue?

cheers.

30

Done. Changed agent status with no luck. Email still remains in queue

31

Aslo I noticed that in Properties of MCR_InteractionServer there is no ‘Switch’ tab

32

That is ok.
Could you please post the UR log from your test?

33

I created Email Place and login my test agent 11008. And when email was in queue changed agent status ‘Ready’/‘Not Ready’
Here is logs

34

Ah it happened to me exactly the same and it was the URS option, which is your value?

35

Hi,

There is some issue between URS and StatServer because URS doesn’t see your agent to be Ready. Please check again following:

  • URS has connection to StatServer
  • Agent Capacity model is enabled (URS option ‘use_agent_capacity’ is set to ‘true’)
  • Agent Capacity Rule allowing email channel is assigned to an agent or tenant the agent belongs to

Once you check please made another call and post here URS and StatServer log (debug level).

R.

1 Like
36

Don`t understand about capacity rule for agent

37

Try to put it “false”. Then add to the agent a Capacity Rule, to create this you must install the Wizard on where CME is installed. Logout and Login the agent again.

38

Sory, but I don`t understand what Wizard I must use
I just created Capacity Rule in CME under Resources/Scripts (see attach) and apply this rule to agent

39

ok that is the script, however it is empty, you need to install Multimedia Wizard to have that option configured. It is not enought to create a script object, it has to be filled in the anex tab by some special options.

40

Thanks to ALL fo help!!!

My Capacity Rule was empty and when I installed Capacity Wizard and configured correctly new Capacity Rule Email from inbound queue was delivered successfully to test agent.