IVR calls can't reach CC agents.

[immadov]

The problem has been occurring since about four months and still. it occurs once or twice every month. Our support still trying to solve it but no clue, please any help will be appreciated from anybody.

Problem description: I don’t know exactly what occurs so I still can’t give a title for the problem but once the problem occur the IVR system become un able to route calls to call-center agents certainly the skilled-based agents and all calls become routed to agents in the dissuasion PG, even that all processing groups are open.

Incidents and back traces: as problem occurs I get phone exception incidents on the PCM2 equipments (timeslots) that handle external incoming calls to IVR system, Behalf that back traces that detail the phone exception incidents.
Note: incidents and back traces attached.

OXE Release info:
R7.1-f5.401-29-a-x1-c7
Business identification: R7.1
Release:
DELIVERY f5.401
Patch identification: 29
Dynamic patch identification: a
Country: x1
Cpu: c7

ACD VERSION
release : 6
bug_fixing : 1
protocol_id : 90
version_dy_hr_stat : 11

CCIVR:Release 6.0
Version 1.26

solution: each time the problem occur i solve it by doing bascul.

i think there is somthing occur on ACR engin but i don't know.!!!

Any help to analyze or understanding the problem will be grateful.

[torrentula]

R7.1-f5.401-29-a-x1-c7

What is this? Seems like you are running on a release specially designed for you?

[immadov]

i didn't get what is the strange in the release?!

[torrentula]

a-x1-c7, I never saw that dynamic patch...

[immadov]

i don't know but thats what i have.

[knightr1der]

Mr T

Patch F5.401.29.a is on general release. In Fact patch 33 is avail on limited release right now.

But I agree, no idea about the x1 country thing.

c7 = cpu 7 I believe.

[alex]

There is no problem with x1 release. It is Export 1 country specially designed for ex-French colonies. If you want to use in your system signalling different to country where 4400 is located you use Export 1. E.g. in Russia, to use R2 signalling PCM2 board country must be declared as Export 1.

[cavagnaro]

guys, forget about the X, what happened with the main question

[knightr1der]

OK - I guess some obvious question are about what happened around 4 months ago?

Any new patch on OXE?
Any new MS patch on CCIVR server?
PCM2 board replaced 4 months ago?
Any re-configuration on skill matrix or general CCD 4 months ago?
New system admin at customer site 4 months ago?

I think the bascul thing is just releasing some stuck data.

Have you tried rebuild the IVR script?

Is there a synchro issue between IVR and OXE? I am not too familiar with CCIVR - is there a process like synchro server etc.. that needs to be run.

I'm just thinking about every possible thing I can!

[immadov]

- no OXE patches installed before problem appearence, but note that we installed new OXE patch recently to solve this problem but the
problem occured twice after that.
- no MS patches installed
- new PCM cards installed a month before problem first occurence.
- yes there was working on the CCD, more pilotes, Quoes and processing groups created and more skilles (there was three skills based on
which the calls routed now there are about 20 skills).
- no new system admins.
- new IVR aplications developed continously.
- i didn't understand the synchro issue you are asking about, iam like you not familier with CCIVR, but i asked the CCIVR administrator and he
didn't understand this point, like me. may you provide me with more clearence about this.