CVLAN to PG , lost skills

[theblackbag]

Any ideas on this one?

The system is running a MAPD card with a CVLAN connection to a CISCO PG, adjunct routing is used to route calls.

System is fine and stable, no problems. We add some skills. Now sometimes when changes are made to agents in those specific skills the system looses the ability to route calls. I can see no difference between the old and new skills.

 

[Tolson]

Are the new skills configured within the ICM system? Does any agent have more than 20 skills assigned to them?

 

[theblackbag]

The skills are on ICM and route properly most of the time, I doubt the agents have more than 20 skills, but will check.

 

[ryoung7]

Are the new skills are in the range being monitored by the rta_geo cms custom report?

 

[theblackbag]

Got to the bottom of it last week, they had two CMS servers and as ryoung7 pointed out one of the servers did not have the required skills monitored in the rta_geo report. As they did not run them in A primary-HA setup the config was never sync'd and everytime the feed swapped we lost the skills.