SocialMiner Agent Request - The callback contact is immediately marked Discarded by SocialMiner

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The callback contact is immediately marked Discarded by SocialMiner

Problem Summary The callback request is discarded with the reason "notification_unknown_routing_problem" and the state of the Connection to CCE Notification displays something like "Failed to send notification due to a problem routing to CCE."
Error Message None
Possible Cause

1 The Dialed Number/Script Selector is incorrectly configured in the Connection to CCE Notification in SocialMiner. The callback request is discarded with the reason "notification_unknown_routing_problem" and the state of the Connection to CCE Notification displays something like "Failed to send notification due to a problem routing to CCE. The notification state was last updated 10/8/13 2:01 PM" when you hover over it.

After the NewTask is submitted, instead of a DO_THIS_WITH_TASK message, CCE returns a NewTaskFailure and SocialMiner discards the contact.

The SocialMiner runtime logs show something like this:

 0000001784: 10.86.136.170: Oct 08 2013 14:01:33.851 -0400: %CCBU___________MRSS-6-MR_CONNECTION_MSGPROCESSOR:  Got NewTaskFailure for SocialContact Id:993B2B2310000141000000BC0A5688AA, dialogId:2, Reason (code=209) : Unknown routing problem
 0000001785: 10.86.136.170: Oct 08 2013 14:01:33.855 -0400: %CCBU___________MRSS-6-MR_DATASTORE_SERVICE: %[SOCIAL_CONTACT_ID=993B2B2310000141000000BC0A5688AA][SOCIAL_CONTACT_STATUS=discarded][SOCIAL_CONTACT_STATUS_REASON=NOTIFICATION_UNKNOWN_ROUTING_PROBLEM]: Updating Social Contact state

2 The request fell through the routing script. Similar to the previous possible cause, the callback request is discarded with the reason "notification_unknown_routing_problem".

3 SocialMiner is rate-limiting the incoming callback requests. The callback request is discarded with the reason "notification_rate_limited".

4 Invalid mediaAddress, Call and/or ECC variables were included in the request.

5 SocialMiner has lost its connection to CCE.

Recommended Actions

1 Check and correct (if necessary) the Dialed Number/Script Selector configuration in the Connection to CCE Notification.

2 Check the Route Call Detail (RCD) to see whether the Route Request from SocialMiner made it into the router. Look for any RouterErrorCode (such as "no default route") that may have occurred while attempting to route the Callback request. Use the CED (SocialContactId) and ANI (mediaAddress) to find the request in the table.

3 SocialMiner will not send more than 40 contacts to CCE in a minute to prevent SocialMiner from flooding CCE with requests and disrupting the routing of inbound calls.

4 Check the SocialMiner runtime logs for any invalid variable exceptions (such as "MR_CONNECTION_MSG_JMS_NOTIFICATION_PROCESSOR: Could not submit New Task message due to invalid variable in SocialContact Id <id number>") that provides the details of the failure.

5 Investigate and re-establish the connection to CCE.

Release 10.0(1)
Associated CDETS # None

Rating: 5.0/5 (1 vote cast)

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