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Call stuck in loop with CallPilot

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tedmomrik

tedmomrik

MIS
Apr 16, 2003
155
US
We had a call get stuck in a loop with CallPilot instead of queuing to an available agent. There were plenty available at the time of the call. Just trying to figure out where to look to stop this in the future

13:28:04 Local Call Arrived RTE: Internal Route TRK: 0 CDN: XXXX DNIS: CLID:7010
13:28:04 Handed Over to Master Application CDN: 3131 L_APP: Master_Script TRANSF INTRCALLID: 29612
13:28:04 Give Ringback
13:28:04 Give Music L_APP: Master_Script RTE: 10
13:28:04 Give Music Completed RTE: 10 L_APP: Master_Script DURATION: 0
13:28:04 Call Transferred AGT:N/A, TYPE: CDN AGT:N/A, TYPE: CDN INTRCALLID: 30239 HANDLING_TIME: 0 CLID:XXXXXXXXXX
13:28:04 Continuation AGT:N/A, TYPE: CDN AGT:N/A, TYPE: CDN DNIS: XXX Prev Seq ID: 16
13:28:04 Continuation AGT:N/A, TYPE: CDN AGT:N/A, TYPE: CDN DEST: Prev Seq ID: 17
13:28:04 Application Interflowed L_APP: Master_Script L_APP: Auto_Hold
13:28:04 Task Flow Handed Off TF: 1 TF: 10254
13:28:04 Task Flow Handed Off TF: 10254 TF: 10242
13:28:04 Queued To Skillset L_APP: Auto_Hold SK_SET: AutoAgt_Hold_nk_sk PRI: 10 1st_TIME_QUEUED_TO_SKSET: YES
13:28:04 Queued To Skillset L_APP: Auto_Hold SK_SET: AutoAgt_Hold_nk_sk PRI: 10 R_SITE: HAGERTY-AACC 1st_TIME_QUEUED_TO_SKSET: NO
13:28:05 Give Ringback
13:28:05 Give Music L_APP: Auto_Hold RTE: 10
13:29:08 Give IVR L_APP: Auto_Hold IVR_Q: 7010
13:29:08 Call Entered IVR Queue L_APP: Auto_Hold IVR_Q: 7010
13:29:08 IVR Call Session Begin IVR_Q: 7010 IVR_P: 0-0-2-12
13:29:44 Returned From IVR IVR_Q: 7010 L_APP: Auto_Hold
13:30:12 Dequeued From Skillset SK_SET: AutoAgt_Hold_nk_sk PRI: 10 REASON: NET_ALREADY_SERVICED TIME_IN_Q: 128
13:30:46 Give IVR L_APP: Auto_Hold IVR_Q: 7010
13:30:46 IVR Call Session End IVR_Q: 7010 IVR_P: 0-0-2-12
13:30:46 Call Entered IVR Queue L_APP: Auto_Hold IVR_Q: 7010
13:30:47 IVR Call Session Begin IVR_Q: 7010 IVR_P: 0-0-2-4
13:31:23 Returned From IVR IVR_Q: 7010 L_APP: Auto_Hold
13:32:24 Give IVR L_APP: Auto_Hold IVR_Q: 7010
13:32:24 IVR Call Session End IVR_Q: 7010 IVR_P: 0-0-2-4
13:32:24 Call Entered IVR Queue L_APP: Auto_Hold IVR_Q: 7010
13:32:24 IVR Call Session Begin IVR_Q: 7010 IVR_P: 0-0-2-6
13:33:11 Returned From IVR IVR_Q: 7010 L_APP: Auto_Hold
13:33:42 Give IVR L_APP: Auto_Hold IVR_Q: 7010
13:33:42 IVR Call Session End IVR_Q: 7010 IVR_P: 0-0-2-6
13:33:42 Call Entered IVR Queue L_APP: Auto_Hold IVR_Q: 7010
13:33:42 IVR Call Session Begin IVR_Q: 7010 IVR_P: 0-0-2-7
13:34:19 Returned From IVR IVR_Q: 7010 L_APP: Auto_Hold
13:34:50 Give IVR L_APP: Auto_Hold IVR_Q: 7010
13:34:50 IVR Call Session End IVR_Q: 7010 IVR_P: 0-0-2-7
13:34:50 Call Entered IVR Queue L_APP: Auto_Hold IVR_Q: 7010
13:34:50 IVR Call Session Begin IVR_Q: 7010 IVR_P: 0-0-2-14
13:35:33 Returned From IVR IVR_Q: 7010 L_APP: Auto_Hold
13:36:04 Give IVR L_APP: Auto_Hold IVR_Q: 7010
13:36:04 IVR Call Session End IVR_Q: 7010 IVR_P: 0-0-2-14
13:36:04 Call Entered IVR Queue L_APP: Auto_Hold IVR_Q: 7010
13:36:04 IVR Call Session Begin IVR_Q: 7010 IVR_P: 0-0-2-4
13:36:40 Returned From IVR IVR_Q: 7010 L_APP: Auto_Hold
13:37:10 Give IVR L_APP: Auto_Hold IVR_Q: 7010
13:37:10 IVR Call Session End IVR_Q: 7010 IVR_P: 0-0-2-4
13:37:10 Call Entered IVR Queue L_APP: Auto_Hold IVR_Q: 7010
13:37:10 IVR Call Session Begin IVR_Q: 7010 IVR_P: 0-0-2-8
13:37:47 Returned From IVR IVR_Q: 7010 L_APP: Auto_Hold
13:38:18 Give IVR L_APP: Auto_Hold IVR_Q: 7010
13:38:18 IVR Call Session End IVR_Q: 7010 IVR_P: 0-0-2-8
13:38:18 Call Entered IVR Queue L_APP: Auto_Hold IVR_Q: 7010
13:38:18 IVR Call Session Begin IVR_Q: 7010 IVR_P: 0-0-2-5
13:38:55 Returned From IVR IVR_Q: 7010 L_APP: Auto_Hold
13:39:26 Give IVR L_APP: Auto_Hold IVR_Q: 7010
13:39:26 IVR Call Session End IVR_Q: 7010 IVR_P: 0-0-2-5
13:39:26 Call Entered IVR Queue L_APP: Auto_Hold IVR_Q: 7010
13:39:26 IVR Call Session Begin IVR_Q: 7010 IVR_P: 0-0-2-6
13:40:13 Returned From IVR IVR_Q: 7010 L_APP: Auto_Hold
13:40:44 Give IVR L_APP: Auto_Hold IVR_Q: 7010
13:40:44 IVR Call Session End IVR_Q: 7010 IVR_P: 0-0-2-6
13:40:44 Call Entered IVR Queue L_APP: Auto_Hold IVR_Q: 7010
13:40:44 IVR Call Session Begin IVR_Q: 7010 IVR_P: 0-0-2-0
13:41:21 Returned From IVR IVR_Q: 7010 L_APP: Auto_Hold
13:41:52 Give IVR L_APP: Auto_Hold IVR_Q: 7010
13:41:52 IVR Call Session End IVR_Q: 7010 IVR_P: 0-0-2-0
13:41:52 Call Entered IVR Queue L_APP: Auto_Hold IVR_Q: 7010
13:41:52 IVR Call Session Begin IVR_Q: 7010 IVR_P: 0-0-2-9
13:42:35 Returned From IVR IVR_Q: 7010 L_APP: Auto_Hold
13:43:06 Give IVR L_APP: Auto_Hold IVR_Q: 7010
13:43:06 IVR Call Session End IVR_Q: 7010 IVR_P: 0-0-2-9
13:43:06 Call Entered IVR Queue L_APP: Auto_Hold IVR_Q: 7010
13:43:07 IVR Call Session Begin IVR_Q: 7010 IVR_P: 0-0-2-4
13:43:42 Returned From IVR IVR_Q: 7010 L_APP: Auto_Hold
13:44:12 Give IVR L_APP: Auto_Hold IVR_Q: 7010
13:44:12 IVR Call Session End IVR_Q: 7010 IVR_P: 0-0-2-4
13:44:12 Call Entered IVR Queue L_APP: Auto_Hold IVR_Q: 7010
13:44:12 IVR Call Session Begin IVR_Q: 7010 IVR_P: 0-0-2-14
13:44:49 Returned From IVR IVR_Q: 7010 L_APP: Auto_Hold
13:45:20 Give IVR L_APP: Auto_Hold IVR_Q: 7010
13:45:20 IVR Call Session End IVR_Q: 7010 IVR_P: 0-0-2-14
13:45:20 Call Entered IVR Queue L_APP: Auto_Hold IVR_Q: 7010
13:45:20 IVR Call Session Begin IVR_Q: 7010 IVR_P: 0-0-2-12
13:45:57 Returned From IVR IVR_Q: 7010 L_APP: Auto_Hold
13:46:30 Give IVR L_APP: Auto_Hold IVR_Q: 7010
13:46:30 IVR Call Session End IVR_Q: 7010 IVR_P: 0-0-2-12
13:46:30 Call Entered IVR Queue L_APP: Auto_Hold IVR_Q: 7010
13:46:30 IVR Call Session Begin IVR_Q: 7010 IVR_P: 0-0-2-9
13:47:17 Returned From IVR IVR_Q: 7010 L_APP: Auto_Hold
13:47:48 Give IVR L_APP: Auto_Hold IVR_Q: 7010
13:47:48 IVR Call Session End IVR_Q: 7010 IVR_P: 0-0-2-9
13:47:48 Call Entered IVR Queue L_APP: Auto_Hold IVR_Q: 7010
13:47:48 IVR Call Session Begin IVR_Q: 7010 IVR_P: 0-0-2-7
13:48:25 Returned From IVR IVR_Q: 7010 L_APP: Auto_Hold
13:48:45 Queued To Skillset L_APP: Auto_Hold SK_SET: AutoBU_sk PRI: 10 1st_TIME_QUEUED_TO_SKSET: NO
13:48:45 Dequeued From Skillset SK_SET: AutoAgt_Hold_nk_sk PRI: 10 REASON: DEQUEUED TIME_IN_Q: 1241
13:48:45 Call Presented AGT: 1434
13:48:53 Give Music Completed RTE: 10 L_APP: Auto_Hold DURATION: 617
13:48:53 IVR Call Session End IVR_Q: 7010 IVR_P: 0-0-2-7
13:48:53 Dequeued From Skillset SK_SET: AutoBU_sk PRI: 10 REASON: CANCELLED TIME_IN_Q: 8
13:48:53 Local Call Answered Jane Doe - 1100 SK_SET: AutoBU_sk
13:51:47 Local Call Released Jane Doe - 1100 NORM
13:51:47 Continuation Jane Doe - 1100 DISC SRC: CLD PRTY Prev Seq ID: 113
 
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It would be good to see the script for this application.
Looks to me like the call got queued to a network site and, for whatever reason, was never presented to an agent.
Does the loop section in your script have an "IF NOT QUEUED..." statement?
 
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