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Cisco Bug: CSCsz09929 - UCCX: Calls will not route to agent although configured in CSQ

Last Modified

Feb 22, 2014

Products (1)

  • Cisco Unified Contact Center Express

Known Affected Releases

5.0(2)

Description (partial)

Symptom:

Customer makes the changes to the skills for call routing purposes, but the change does not take effect, and call routing continues as if the change was not made. 

When reskilling an agent to be a member of a CSQ, calls will not be presented to that agent even though the skill change made them a part of the CSQ to which the call was queued. 

Conditions:

This can be caused by a brief network interruption or loss of connectivity between AppAdmin, the UCCX Engine and the SQL database. This interruption does not require a reboot or restart, but does produce the disconnect in these three components. 

An Alarm can be also seen in event viewer- "NOTIFY_FAIL: Failed to notify Remote Object"
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