OCS Cannot find Switch/Callback cannot be sent. Agent not found.

Genesys Cloud WFM
1

Hello,

I am using OCS 7.2.002.11 version trying to do personal callback with alcatel OXE
Origination DN is properly configured = transfer routing point

Notification of callback is not sent to agent because agent switch can not be found.

This is strange : if I set record_save_intermediate_results= yes, I see that switch_id is populated in calling list just after record is rescheduled. So OCS has the information..

Any Idea?

2

Gui75,

if the campaign cannot be started at all, it means the Origination DN is misconfigured; if instead you get this error just for a personal callback, then it means that the agent designated for that call cannot be found (logged off).

Fra

1 Like
3

Thanks for the help;

Yes the campaign can be started and calls can be dialed. I use progressive mode.

4

I found the solution, I set the option agent_preview_mode_start=false and now it works

5

Gui,

I do not understand how agent_preview_mode_start = false would fix it… Did it say something about it in manual somewhere or am I missing something here?

Best regards,
Vic

1 Like
6

Me neither, seems to me that login_ignore_queue must be configured and as said origination DN must be also configured for the AG, the fact you say that the campaigns are launched actually doesn’t indicate it is all good. Are this calls rescheduled as Campaign or as Personal?

OriginationDN has to be:

  1. RP
  2. ACD Queue where the agent logins