Call Treatment Failed: Event 48436

[dgrizzard]

I searched for some information on what could be occuring with this error message, but it looks like not a lot of people have had this issue.

Here is the full error with help on event info:

Call treatment failed (Cause:80.Cmd:2.Call ID:181.TF:Brandon_TR.File/Func:.\uc.cpp/doCPResult : line 7761)

Event Code : 48436

Severity Minor
Description Call treatment was not executed successfully.
Impact Calls may not receive the correct treatment.
Recovery Action (1) Use SMonW to make sure all call processing services are up.
(2) Check the error log for any related messages.


This is on a new skillset that I've created. I usually just use the same setup for all the skillsets and I even removed this skillset and deacquired the CDN and then added it all back again, but I still receive the same error. I do not know if this is causing the issues, but agents are receiving dropped calls every few calls on this skillset. I have maybe 20 of these error messages in Event Browser just for today. Any help on this would be much appreciated it.

TIA

 

[Milesprower]

You'll need to provide much more detail. The call treatment is provided by the Script, the skillset is not relevant. Does the failure happen on other call types?
What type of announcement is being called? (Ran Route, Give IVR, Access?)

Double check you script and if you don't have a typo in the voice treatment command, re-post with more detail.

 

[dgrizzard]

The problem is that we're using SECC, so I can't do any of the scripting myself(or at least it doesn't look like I can). I basically acquire my CDN, do treatments, routing, and skillsets and it automatically creates the scripts. The only announcements that we really use are some RAN announcements and hold music. Anymore information that I can give that would help please let me know. Maybe even posting the script (it is pretty long though).

TIA

 

[lretrievers]

You are correct, the SECC does not allow you to do your own scripting, it is done through a wizard. However, the error does lead towards a call treatment failure. I would guess that all of your callers are not getting RAN announcements.

Do you have calls waiting pretty regularly? Are your RANS broadcasted or is it one caller listening to one announcement at a time. This could be a contention. Without looking at anything on your system, you can try spacing out your ran messages further. For example, if you play RAN messages 30 seconds apart, try making it 45 seconds apart and see if that helps.

 

[dgrizzard]

Thanks lretrievers! That makes sense, I'll space out the RAN messages a little more (good guess on the 30 secs btw) and see if that helps. I'll let you know later today if I receive anymore of these event codes.