The Router sets RouterErrorCode in the RCD when error conditions are detected and increments the CallType.ErrorCountToHalf for the current half-hour.
Note: A Route_Call_Detail.RouterErrorCode value of 448 (MSG_RTR_MSG_DIALOG_ABORTED) are treated as abandon calls and do not increment the CallType.ErrorCodeToHalf
The Router sets RouterErrorCode in the RCD when error conditions are detected and increments the CallType.ErrorCountToHalf for the current half-hour.
The following tools provide methods for viewing the System Events defined in this document.
1. "Router Log Viewer" tool is an ICM Admin Workstation tool that provides a live stream of errors as they are reported by the Router. This may be utilized to capture the error conditions specified in the document.
2. The Event Viewer is a tool within WebView that lets you view event data (messages) generated by processes within Unified ICM and used in system maintenance. Events are significant occurrences in the system that are documented and stored for use in system maintenance. The Event Viewer is the WebView tool you use to view these event-data messages.
Events are logged to the central database by each component in the Unified ICM system. To open the Event Viewer, click the Event Viewer option in the opening from the Historical database.
The following defines the set of valid values for Router_Call_Detail.RouterErrorCode
Script %3 (ID %1) failed to produce route for dialed number %4 with call type of %5 (ID %2).
Description
A call with dialed number %4 and call type %4 triggered the use of script %3, but there was no route configured for this dialed number and call type.
Action
The script configuration did not return a result. This is typically a failure path in the script did not corrective action. Review and update the script associated with specified dialed number and call type.
No default label available for dialed number %2 (ID %1).
Description
There is no default label configured for dialed number %2, yet the Router needed one.
Action
The default label is the last resort for routing the calls due to some prior error. Default labels are NOT recommended for CCE. Review event messages with Event Viewer for error conditions associated with resources for the specified dialed number
No peripheral target available for route %3 (ID %1) with routing client %4 (ID %2) picked by translation route %5. Normal routing assumed.
Description
No peripheral target is available for route %3 with the routing client %4 picked by translation route %5. The translation route is probably incorrectly configured.
Peripheral %3 (ID %1) for translation route %4 (ID %2) not connected
Description
The peripheral to which a translation route is directed is not online. The translation route cannot be completed. The peripheral (ACD) cannot be seen by the ICM. It may be down or the Peripheral Gateway (PG) may not be able to see the peripheral due to communications problems between the ACD and the PG.
Action
Verify that the peripheral is operational and connected to the PG.
ACD/IVR %2 (ID %1) is off-line and not visible to the Peripheral Gateway. Routing to this site is impacted.
Description
The specified ACD/IVR is not visible to the Peripheral Gateway. No call or agent state information is being received by the Router from this site. Routing to this site is impacted.
Action
If Peripheral Gateway is also offline per messaging (message ID 10500D1) or "rttest" result, then first proceed with troubleshooting for Peripheral Gateway off-line alarm. Otherwise ACD/IVR Vendor should be contacted for resolution.
Label node had no label valid for routing client %3 (ID %1), dialed number %4 (ID %2).
Description
A script indicated that a label should be returned to routing client %3 for dialed number %4, but no such label is configured.
Action
The specified script label node is not valid for the requesting routing client. Use the Script Editor to update the script label node and update the Central Controller.
No peripheral targets for translation route %3 have a valid label for dialed number %4 (ID %1) from routing client %5 (ID %2).
Description
No peripheral targets for translation route %3 have a valid label for dialed number %4 from routing client %5. This probably indicates a configuration inconsistency.
Action
Configure correct label for the Peripheral Target associated with the Translation Route and update the central controller.
No free routes to send call to translation route %3 (ID %1). All %2 routes are in use.
Description
There are no free routes available for use in the translation routing algorithm. All %2 routes are in use for active translation routed calls. This can be caused by a larger call volume than expected or calls that last longer than expected.
Action
Configure additional routes for the Translation Route to handle the call volume. Refer to Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND) document for additional information on how to size the number of Routes required.
No peripheral found for VRU capable call on dialed number %3 from PG routing client %2 (ID %1).
Description
A call (dialed number %3) from PG routing client %2 (ID %1) claimed to be from a VRU, but the routing client had no associated peripheral, so the router was unable to determine which VRU the call was from.
Action
This should never occur, defensive check in the code for corrupted configuration. If this message does occur fix the configuration problem.
No NetworkVRU configured for peripheral for VRU capable call on dialed number %3 from PG routing client %2 (ID %1).
Description
A call (dialed number %3) from PG routing client %2 (ID %1) claimed to be from a VRU, but the routing client's associated peripheral had no network VRU configured, so the router was unable to determine which VRU the call was from.
Action
Fix the configuration problem by associating a Network VRU with the Peripheral).
A VRU capable call on unknown dialed number %3 from NIC routing client %2 (ID %1) rejected.
Description
A call with unknown dialed number %3 from NIC routing client %2 (ID %1) claimed to be from a VRU, but since the dialed number was unknown, it was not possible to determine which VRU the call was from.
Action
Configure the dialed number and associate it with the NIC RoutingClient.
A VRU capable call on dialed number %3 from NIC routing client %2 (ID %1) had no associated customer.
Description
A call with dialed number %3 from NIC routing client %2 (ID %1) claimed to be from a VRU, but since the customer was unknown, it was not possible to determine which VRU the call was from.
Action
The specified dialed number needs to be associated with a customer.
A VRU capable call on dialed number %3 from NIC routing client %2 (ID %1) had no associated VRU for the customer.
Description
A call with dialed number %3 from NIC routing client %2 (ID %1) claimed to be from a VRU, but since the customer was not configured with a NetworkVRU (or there is no default NetworkVRU), it was not possible to determine which VRU the call was from.
Action
Configure a NetworkVRU with the customer associated with the DialedNumber.
Routing to DeskLink route %2 (ID %1) but no agent or skillGroup found; using default route.
Description
Routing to DeskLink route %2 (ID %1) but no agent or skillGroup found; using default route. This is probably caused by an improper script or a configuration problem.
Action
This error is associated with CCE only and the condition occurs if the SkillGroup node is used in the ScriptEditor and there are NO available agents in the SkillGroup. Modify Script by either using the LAA node before SkillGroup node or replace the SkillGroup node with the QueueToSkillGroup
Attempt to send DeviceTargetPreCallInd or DeviceTargetAbortInd to unconnected peripheral %2 (ID %1).
Description
Attempt to send DeviceTargetPreCallInd to unconnected peripheral %2 (ID %1). An attempt was made to route an enterprise agent call to a peripheral not currently on-line to the router. This probably indicates a configuration inconsistency.
Action
For CCE only deployments, set the Router <Side>\Router\CurrentVersion\Configuration\Offline\IgnoreAll registry field to TRUE. For hybrid CCE deployments update Script node to include ConsiderIf for Peripheral.Online TRUE for resources associated with CCE Peripherals.
Attempt to send DeviceTargetPreCallInd to peripheral %2 (ID %1) at wrong rev.
Description
An attempt was made to route an enterprise agent call to a peripheral not connected with the correct OPI revision. This probably indicates a configuration inconsistency.
Attempt to send DeviceTargetPreCallInd to peripheral %2 (ID %1) at wrong rev.
Description
Attempted to send call to agent %3 (ID %1) on peripheral %4 (ID %2) who has no device target. A script attempted to send an enterprise agent call to an agent who has no device target assigned by the peripheral gateway.
Action
Router cannot find valid Agent Target Rule or Device Target for the selected agent. Update configuration to include either Agent Target Rule or valid Device Target label for the device. Review event messages with Event Viewer for the Agent associated with the error condition.
Call on dialed number %2 (ID %1) terminated for exceeded maximum queue time limit. The call was sent to the default label
Action
Evaluate the MediaRoutingDomain.MaxQueueTime value for the MRD associated with the DialedNumber. Increasing the MediaRoutingDomain.MaxQueueTime may require increasing the value of the Router <Side>\Router\CurrentVersion\Configuration\Queuing\MaxTimeInQueue registry key on the Router, because the Router uses the lesser of the two settings.
Attempted to send call to agent %3 (ID %1) on peripheral %4 at device target %2 which had no label for routing client %5.
Description
Attempted to send call to agent %3 (ID %1) on peripheral %4 at device target %2 which had no label for routing client %5. A script attempted to send an enterprise agent call to an agent at a device target which had no label configured for routing client.
Action
Results from either a no Device Target Label for the specified Routing Client or no label can be created from the Agent Target Rules for the specified Routing Client. Configure an Agent Target Rule or Device Target Label for the Routing Client.
Schedule Target had no label valid for routing client %3 (ID %1), dialed number %4 (ID %2).
Description
A script indicated that a label should be returned to routing client %3 for dialed number %4, but no such label is configured.
Action
The label for the schedule target is not valid for the routing client. Correct the configuration of the schedule target label and update the Central Controller
