OSCC Orphaned calls after Agent unavailable

[EA069]

Hi all,

We have a problem sometimes when Agent is unavailable to answer the call, instead of the call going back to the queue for the next available Agent, the call is lost and remains in "orphaned" state.
This is what we see in OSCC logs (ph numbers numbers replaced with ******):


[2021/09/10 11:11:02.286] CAFL TRSPresenceHandler.cpp 1053 16b8 PresenceHandler::OnUserRoutingStateChange agent: 11305@******[348] --> AgentUnavailable
[2021/09/10 11:11:02.286] CAFL TRSPresenceHandler.cpp 547 16b8 PresenceHandler::EventHandler: event: type (35007), time spent (0 ms) on processing event.
[2021/09/10 11:11:02.286] CAFL TRSPresenceHandler.cpp 2193 1fb4 PresenceHandler::SetAgentState Set Agent with AgentKey:348 (11305) to Unavailable is successful.
[2021/09/10 11:11:02.286] CAFL trssrvr.cpp 20759 1fb4 Call:7661631257799962 Divert request. Src:0/****** Dest:0/****** ReasonIVERT_RNA_REQUEUE.
[2021/09/10 11:11:02.286] SEVR TRSTSBRCall.cpp 3323 1fb4 TSBRCall:ivert, pACall->Divert() failed for call: 7661631257799962 with divertRC: 1103.
[2021/09/10 11:11:02.286] SEVR trssrvr.cpp 20794 1fb4 The Routing Server cannot divert some contacts to their target extensions. Call:7661631257799962 Error:1044 Result:STATEERROR Src:0/****** Dest:0/****** ReasonIVERT_RNA_REQUEUE
[2021/09/10 11:11:02.286] CAFL trssrvr.cpp 8313 1fb4 SRoutingServer:rocessAgentRNADeflect() call: 7661631257799962, agentID: 11305, deflect to pilot number: ******failed. error: 'STATEERROR', code: 1044
[2021/09/10 11:11:02.286] CAFL trssrvr.cpp 8343 1fb4 SRoutingServer:rocessAgentRNADeflect() call: 7661631257799962, agentID: 11305, deflect to pilot number: ******failed. call will stay in orphaned state

Wondering if anyone has faced this issue before or has any tips?

Thanks in advance.

 

[Moriendi]

It's likely here the OSCC issued a divert instruction to the PBX but the PBX refused for whatever reason. So a trace from the PBX would be where to look next. Could be config or feature restriction, anything. OSCC knows it didn't happen but not why. On a 4K you would need CSTA traces to catch the CSTA<>ACL conversion, and 4K RMX trace to examine what happened on telephony side.