Call Failed - Reason Unknown Make a call to a queue

[former_member340454]

Hello,

Do you know the reason when we make a call directly to a queue or by a transfer from IVR and the CDT return the message "Call Failed - Reason Unknown".

If someone can help me, I will be very thankfull

BR

Rodrigo

[former_member202106]

Hi All,

SAP Contact Center support team is currently investigating the issue as customer raised a ticket to SAP. An update will follow once the root cause is found.

Thanks,
Jukka

[former_member340454]

Hi Jukka, Lasse, Rahaman and David.

Lasse has found the issue.

I made a configuration that was not supported by the system. I had a particular requirement to make a transfer to the queue, but when the customer dial your ID, the call must be transfered to the agent that is responsible for this customer, so I did the configuration the queue number in the field "Mobile Phone" with this configuration the SAP CCtr registered the queue number twice and overlapping the number range, then I couldnt make a call to the queue or transfer.

I erased this configuration and now I did the treatment in the IVR application.

Obs. Just to be clear, every agent has your particular queue.

The client uses the system in a not particular way.

Thanks to everybody that support to solve this issue.

BR

Rodrigo

[former_member282286]

Just to be clear, you can call the Queue from a CDT directly and it says Call Failed?  You have verified the DN number of the queue?  Queues has service schedule?  Is it same for all queues?

[former_member340454]

Hi David,

Yes, I checked. The queue has the service shedule but are open. No it doesnt the same for all queue.

The queue configuration is the same and very simple to make it works!!

When I make the transfer passing a variable on the field "destination expression" with the queue number I Got the error below:

INF> IvrApplication.transferState (CALL_ID=4A8F6615D32168438703ACB9A50EDDB6): Call rejected : 'reasonText': 'PYGEN_CALL_failed_unknown', 'cause': '22', 'reasonName': '22'

I am trying to resolve here...

BR

Rodrigo

[former_member187604]

Hi

If you make a simple test: type the number into CDT destination field, double click it (gets "numberinfo"), click "call" - and then review / provide CEM and CD logs over the complete test scenario, might help spot the problem.

Are other queues / extensions working ok?
Have you made a lot of configuration changes?
Was that extension number moved to this queue from some other object?
If not a prod. system, have you tried restarting CEM?

BR
-Lasse

[former_member340454]

Hi Lasse,

yes, I made  a simple call to queue and got the message.

About your questions:

Are other queues / extensions working ok?

Yes.

Have you made a lot of configuration changes?

I made some configuration.. I.E. the most of user has access only one queue.

Was that extension number moved to this queue from some other object?

the extension number is 3000 to 3599 and 5010 and queue is 2000 to 2400 and 4000 and 4001.

If not a prod. system, have you tried restarting CEM?

When I restarting CEM all queues working and then a while they stop working

Log; I used a extension 5010 and called to queue 4001

CEM e CD attached.

Rodrigo

CEM Server.txt.zip

CD.txt.zip

[Former Member]

Rodrigo,

Please check with your Cisco person if all the setting is maintained as that of Q or Dev in Production as well.

Check this as well..

Error [22]-Dev.logon disabled

Resolution:-Make sure that you have chosen "Enable Extension Mobility" check box on the Phone Configuration window.

-AR

[former_member340454]

Hi Rahaman N,

This configuration is made outside SAP CCtr and I am trying to make a internal transfer inside SAP CCtr, Is this configuration in Cisco will work?

By the way I have already requested to the Cisco person to verify that.

Many thanks

Rodrigo

[former_member187604]

Hi Rodrigo,

the logs are unfortunately of different hours, not showing the same call...

Though cause 22 should usually relate to "number changed"?

Rodrigo Lucas wrote:

If not a prod. system, have you tried restarting CEM?
When I restarting CEM all queues working and then a while they stop working

In that case, I would recommend collecting logs of the startup (CEM+CD reset), and from the timespan "known to work last time ... not working anymore" and try to check if there is anything relevant regarding the destination queue or number there.

However, it is advisable not to post huge, detailed logs on an open forum like SCN. Might be best to open a ticket with support if you are cannot identify the cause from the logs yourself.

BR
-Lasse

[Former Member]

Any luck ?