Emails not presented to Agent

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Emails not presented to Agent

Problem Summary Incoming emails in Unified CCX are not coming to an Agent
Error Message Check the email is still in "unread" state in SocialMiner for CCX Email Campaign.
Possible Cause

1. Agent has maximum number of Emails already.

2. "Cisco Unified CCX WebServices" is not "IN SERVICE"

Recommended Action 1. Check MADM logs to verify whether email is injected to CCX or not from Social Miner

MADM-UCCX_WEBSERVICES-7-UNK:Notify for new contact MADM-UCCX_WEBSERVICES-7-UNK:Sending JMS message to Contact Topic: ContactEvent [operation=ADD, contactXML=ContactXML [author=Subbu Abhiram <sabhiram@uccx-dev.com>, id=C9182F2410000147000001270A4E5CE2 …. tags=[ccx_email_req, email_csq5] …]]

2. MIVR logs to check whether contact is queued MIVR-SS_CHAT-7-UNK:com.cisco.wf.subsystems.chat.listener.jmsevent.ChatContactListener : in processADD() -ContactXML:ContactXML [author=Subbu Abhiram <sabhiram@uccx-dev.com>, id=C9182F2410000147000001270A4E5CE2 ….. ] MIVR-SS_ROUTEANDQUEUE-7-UNK:Notifying ContactNotificationObserver(com.cisco.wf.subsystems.routeandqueue.aggregator.observer.ContactObserver), Message: [ContactNotification [requestId=, contactId=C9182F2410000147000001270A4E5CE2, contactState=QUEUED, ….]]

3. Browser console logs for auto accepting email ChatControlGadget : 13:58:51: INFO - The event received is : {"Update":{"@xmlns:ns2":"http://cisco.com/wf/subsystems/chat/contactEvent.xsd","event":"put","source":"uccx.api.agent.bala2","requestId":null,"payloadType":"AgentEvent","data":{"user":{"agentID":"bala2","firstName":null,"lastName":"bala2","state":"7","pendingState":"5","reasonCode":"0","channels":{"channel":{"routingType":"NonInteractive","maxContacts":"5","state":"7","statistics":{"mediaStats":{"mediaType":"3","activeContacts":"2"}}}}}}}}" concat:17740 ChatControlGadget : 13:58:51: INFO - MailToolTip is 2 of 5” MultiSessionGadget : Received message: {"media":"cisco.ccp.media.email","type":"start","scId":"C954A133100001470000013D0A4E5CE2","scRefUrl":"http://smart-226.cisco.com/ccp-webapp/ccp/socialcontact/C954A133100001470000013D0A4E5CE2","replyTemplate":"http://smart-226.cisco.com/multisession/ui/templates/reply/cisco_agent_ms_email.jsp","author":"Subbu Abhiram <sabhiram@uccx-dev.com>","authToken":"*******","agentAlias":"bala2","agentId":"bala2","displayFields":[{"name":"author","displayName":"Customer","displayValue":"Subbu Abhiram <sabhiram@uccx-dev.com>"},{"name":"queue","displayName":"Service Queue","displayValue":"QueueEmail2"},{"name":"emailReplyTo","displayName":"emailReplyTo","displayValue":"Subbu Abhiram <sabhiram@uccx-dev.com>"},{"name":"emailUniqueId","displayName":"emailUniqueId","displayValue":"54"},{"name":"Subject","displayName":"Subject","displayValue":"TOI part 2"},{"name":"ReceivedDate","displayName":"ReceivedDate","displayValue":"1407918385000"}]}" concat:16564

4. In Finesse agent desktop click " Send Error Report" to dump agent desktop logs back to server

Release 10.6(1)
Associated CDETS # NA



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