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Check if T-Server is connected to UCCE?
- (Check this in the Genesys Solution Control Interface for the respective T-Server)
- If not proceed to (T-Server troubleshooting)
Check if agent availability is properly transitioned up to Genesys realtime
- Refer to (Genesys real time statistics don’t reflect available agents on UCCE)
- If availability is properly transition up to Genesys proceed to (Genesys troubleshooting).
Check CTI-Server logs for an AGENT_STATE_EVENT with an AS_AVAILABLE for the agent in question (Should be in all skill groups).
- If not follow normal UCCE troubleshooting steps for no CTI agent available events.
- If event(s) are present and look ok proceed to (Genesys Troubleshooting - Agent State issues)
Example of An agent state event:
- 16:55:05:596 cg1A-ctisvr SESSION 4: MsgType:AGENT_STATE_EVENT (MonitorID:1 PeripheralID:5000 SessionID:0x0 PeripheralType:IPCC
- 16:55:05:596 cg1A-ctisvr SESSION 4: Simplified SkillGroupState:AS_AVAILABLE StateDuration:0 SkillGroupNumber:1 SkillGroupID:5001
- 16:55:05:596 cg1A-ctisvr SESSION 4: SkillGroupPriority:0 AgentState: AS_AVAILABLE EventReasonCode:0 MRDID:1 NumTasks:0
- 16:55:05:596 cg1A-ctisvr SESSION 4: AgentMode:1 MaxTaskLimit:1 ICMAgentID:5002 AgentAvailabilityStatus:0 NumFltSkillGroups:0
- 16:55:05:596 cg1A-ctisvr SESSION 4: ClientSignature:"" AgentID:"1001" AgentExtension:"2301" AgentInstrument:"2301" )
Note that the SkillGroupState is what matters for agent availability generally.
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