This document describes three reasons for the failure of the Queue node
in a Cisco Intelligent Contact Management (ICM) Enterprise or IP Contact Center
(IPCC) Enterprise environment.
Cisco recommends that you have knowledge of these topics:
Cisco ICM Enterprise
Cisco IPCC Enterprise
The information in this document is based on these software and
The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.
Technical Tips Conventions for more information on document
You can place a call in queue at a Voice Response Unit (VRU) for one or
If an agent becomes available in one of the skill groups or scheduled
targets, the system routes the call to that agent.
You cannot reference two types of targets (for example, skill groups
and scheduled targets) within a single Queue node. However, you can execute
multiple Queue nodes sequentially to queue a call to different target
This section explains the reasons for the failure of the Queue
When you issue the Queue node, the call must be transferred to the VRU.
If the call fails to reach the VRU, the Queue node fails.
Perform these actions in order to check whether the call-transfer to
the VRU fails:
utility to turn on the Route Requests trace.
utility to turn on the Network VRU trace.
Investigate the log of the rtr process.
Examine the Route Call Detail
The Queue node also fails when the routing targets that exist in the
Queue node do not belong to the same Media Routing Domain (MRD). MRD is a
collection of skill groups and services that you associate with a medium. ICM
software uses the MRD to route a task to an agent whom you associate with a
skill group and a particular medium. If the routing targets in the Queue node
do not belong to the same MRD, the Queue node fails.
Check the configuration to make sure that the Dialed Number (DN) that
caused the Queue node failure belongs to the same MRD as one of the routing
If no queue space is available, the Queue node fails. When one of these
conditions is met, you can infer that the queue space is full:
The sum of the total calls currently in the CallRouter queue, and the
total calls transferred to the VRU to join the queue in the CallRouter is equal
to or greater than the value of the MaxCalls registry key (see arrow A in
The sum of the total calls currently in a call type queue, and the
total calls of that call type transferred to the VRU is equal to or greater
than the value of the MaxCallsPerCallType registry key (see arrow B in
Note: You can locate the MaxCalls and MaxCallsPerCallType registry keys
in this path:
Figure 1 – MaxCalls and MaxCallsPerCallType
The sum of the total calls currently in the MRD queue, and the total
calls transferred to VRU to join the MRD queue is equal to or greater than the
value set in the Max field for the MRD in the MRD List (see arrow A in
The sum of the total calls of a particular call type in the MRD queue
and the total calls transferred to VRU to join the MRD queue is equal to or
greater than the value set in the Max per call type field for the MRD in the
MRD List (see arrow B in Figure 2).
Figure 2 – Media Routing Domain List (Call in Queue
If either the RouterQueueCallTypeLimitToHalf field or the
RouterQueueGlobalLimitToHalf field in the Cal_Type_Half_Hour table exceeds 0
for the used call type, you experience one of the max queued calls limits.