Cisco Cisco IP Contact Center Release 4.6.2 User Guide
Troubleshooting
Calls not successfully routed to agent
Symptom:
In Monitor mode, Script Editor shows calls coming in and being routed; however, no calls are
actually reaching agents.
actually reaching agents.
Message:
No Message
Cause:
If a label is misconfigured or missing for a phone to which an agent is assigned, when this agent
is assigned a call, additional calls are not processed and successfully routed to other agents.
This can apply to calls routed through the Agent, Skill Group, Enterprise Skill Group, and Queue
nodes
is assigned a call, additional calls are not processed and successfully routed to other agents.
This can apply to calls routed through the Agent, Skill Group, Enterprise Skill Group, and Queue
nodes
Action:
Ensure that labels are properly configured for all agent phones
Duplicate email routing requests
Symptom:
For every request E-Mail Manager sends to the ICM Router, it appears to the Router as if two
requests are sent. This affects reporting, system lode, and counts displayed when viewing scripts
in Monitor mode.
requests are sent. This affects reporting, system lode, and counts displayed when viewing scripts
in Monitor mode.
Message:
Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)
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Chapter 15