| Problem Summary
|| Calls are getting dropped. The Route Call Detail record will have RouterErrorCode 490 which is also the Message ID for the event. The Router Log Viewer on the AW, the Windows Application Event Viewer on the Router, and the Webview Event Viewer will all show the following error.
| Error Message
|| Routing to DeskLink route %2 (ID %1) but no agent or skillGroup found; using default route.
| Possible Cause
|| This is probably caused by an improper script or a configuration problem. This error is associated with CCE only. It is a condition occurs if the SkillGroup node is used in the ScriptEditor and there are NO available agents in the SkillGroup. This can happen if there is no LAA node before the SkillGroup node, or if a Route Select node is used and checks for a condition of AgentsAvailable > 0. The AgentsAvailable is calculated at different intervals than LAA, and may show AgentsAvailable for a couple of seconds after all agents have been utilized.
| Recommended Action
|| Modify Script by either using the LAA node before SkillGroup node or replace the SkillGroup node with the QueueToSkillGroup. If RouteSelect node is being used with AgentsAvailable, then change it to check for LAA > 0.
|| ICM 7.5(1)
| Associated CDETS #