URS temperarily can't route call correctly

Genesys Cloud Routing
1

URS working fine but have some exceptions when query agent’s status to determing which one to route to. It will do like this to create a statistics but always fail to find a target.

03/05/02@15:46:42 _I_I_006500d7aa44d947 [func_Targets] HERE IS TARGETS

TARGETS: csr2001@Stat Server.A,csr2002@Stat Server.A,csr2003@Stat Server.A,csr2004@Stat Server.A,csr2005@Stat Server.A,csr2006@Stat Server.A,csr2007@Stat Server.A,csr2008@Stat Server.A,csr2009@Stat Server.A,csr2010@Stat Server.A,csr2011@Stat Server.A,csr2012@Stat Server.A,csr2999@Stat Server.A

_M_I_006500d7aa44d947 [targets_map_route] target selection rule: select ANY (No statistic specified for target selection)

_M_I_006500d7aa44d947 [targets_map_route] target with MIN statistic value will be selected



_M_I_006500d7aa44d947 [smGetStatObject] create new statistic: ##state for Agent csr2001 <server Stat Server>

_M_I_[smCanBeModelled] modelling for statistic ##state is not supported

_M_I_006500d7aa44d947 [smGetStatObject] ask statistic ##state@Stat Server <request= 12333, status= 1> for csr2001

_M_I_[map_one_target] target <csr2001.A> STATE mapping OK

====================== Target Information =====================

Target Name < csr2001 >

Target Location < Stat Server >

Target Type < A >

STATE MAPPING INFO STATISTIC < ##state >:

Stat Server Statistic: NOT available

Modelling Statistic : NOT available

STATISTIC NOT AVAILABLE

==============================================================

2

Jag,

it sure looks like you do not have place defined for your agent! You should have DN INFO: AVAILABLE in that log of yours when you are listing the result of stats from stat server.

Can you please check in CME and make sure that the agent csr2001 logs into a dn that is part of a place? :slight_smile:

Tell me if it still does not work…

Vic

3

I finally solve this problem.

It’s because the target agent is idle too long and expired 600 seconds which defined in URS’s option, then URS indicates StatServer not to report the agent’s status so the “Create Statistic” line. You may check doc for option “close_statistic_time” and “close_unused_statistic”.

4

What was the problem?