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Cisco Bug: CSCtf25138 - UCCX: Delay in presenting Outbound contacts to agents

Last Modified

Feb 22, 2014

Products (1)

  • Cisco Unified Contact Center Express

Known Affected Releases

5.0(2)SR2 7.0(1)SR5

Description (partial)

Symptom:

Agents assigned to receive Outbound contacts may wait in Ready state for some time before being presented a call. 

Conditions:

This occurs when the the number of working resources held in the Outbound Subsystem does not get decremented when an agent disconnects a call. As a result, the Outbound Subsystem continues to see this agent as working and therefore does not present a new call to this agent. 

To identify and troubleshoot this issue, check the (active%-working) agents counter for the Outbound Subsystem in the MIVR logs against the Agent State Detail report for the same time. A discrepancy can be used to identify this issue. 

-SS_OB-7-UNK:Dialer:processOutboundCSQIterationMsg() #active%:2.0, #active%-working:0, #lic_left:77, #contacts:0
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