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Cisco Bug: CSCvv02892 - Calls Stuck in queue even if Agents are in Ready State

Last Modified

Sep 25, 2020

Products (1)

  • Cisco Unified Contact Center Express

Known Affected Releases

11.6(2) 11.6(2)SU0.6

Description (partial)

Symptom:
Even though there are available agents present, the call will be stuck in the loop at Select Resource Step tiill a new agent is logged in.

Below error is seen in the logs when an already logged out agent is attempted to be allocated for the call :

1617573653: Jul 09 12:08:40.492 CEST %MIVR-SS_RM-3-ERROR_ALLOCATING_RESOURCE:[MIVR_SS_RM_RmMsgProcessor-382-0-RmMsgProcessor] Resource: An error has occurred while allocating this resource: Module Name=RM component,A specific description for a trace=rsrc's state is LOGOFF

Conditions:
At least one of the agent in the CSQ does RNA (gets the call but does not answer). Later when the already logged out agent is attempted to be allocated the call will be stuck till a new or existing agent in the queue is moved to ready.
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