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What does "Unable to find available port" mean?

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Document ID: 23482


Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Description
Resolution
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Introduction

This document explains the error message, Unable to find available port in an Event Management System (EMS) log from the Blended Agent (BA) Dialer in a Cisco Intelligent Contact Management (ICM) environment.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

  • Cisco ICM

  • Campaign Manager on the ICM Logger

  • BA Dialer

  • Computer Telephony Integration (CTI)

Components Used

The information in this document is based on Cisco ICM version 4.6.2 and later.

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.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Description

BA Dialer uses predictive logic in order to calculate the number of lines to dial. This figure shows a conceptual BA Dialer environment.

Conceptual Blended Agent Dialer Environment

FindAvailPort-1.gif

Note: Cisco CallManager may or may not be part of the total solution.

When the message, Unable to find available port, appears in the EMS log from the BA Dialer, it is an indication of possible telephony port shortage.

14:54:06 dialer-baDialer Trace: (CUST) SetCallResult, id: 3414966,
  skill: 20608, result: 10, now: [Thu Apr 18 14:54:06 2002], callback:
  [Thu Apr 18 14:53:47 2002] 
14:54:06 dialer-baDialer Trace: (PM)  Unable to find available port 
14:54:06 dialer-baDialer Trace: (CPORT) SetState, port: 2, state: TRANSFER 
14:54:06 dialer-baDialer Trace: (CLMGR) Agent logout event, agent: [44710],
  ext: [14728], hash count: 238 
14:54:06 dialer-baDialer Trace: (CLMGR) Call data update event, port: 2, id: 6781 
14:54:06 dialer-baDialer Trace: (DD) Dialogic connection event, phone: 
  03355911745, result: VOICE, port: 40, state: DIAL_CUSTOMER, 
14:54:06 dialer-baDialer Trace: (CUST) SetCallResult, id: 3414965, skill:
  20608, result: 10, now: [Thu Apr 18 14:54:06 2002], callback: 
  [Thu Apr 18 14:53:47 2002] 
14:54:06 dialer-baDialer Trace: (PM) Unable to find available port  
14:54:06 dialer-baDialer Trace: (CPORT) SetState, port: 40, state: TRANSFER 
14:54:06 dialer-baDialer Trace: (CLMGR) Call data update event, port: 40, id: 6782 
14:54:06 dialer-baDialer Trace: (CLMGR) Call established, port: 13, id: 6763,
  ext: [D87015], agent: [] 
14:54:06 dialer-baDialer Trace: (PDD) CTI Call Established port: 13 
  connectiondeviceID 24560 state: DIAL_CUSTOMER 
14:54:06 dialer-baDialer Trace: (DD) Dialogic connection event, phone: 
  03355911605, result: VOICE, port: 13, state: DIAL_CUSTOMER, 
14:54:06 dialer-baDialer Trace: (CUST) SetCallResult, id: 3414947, 
  skill: 20608, result: 10, now: [Thu Apr 18 14:54:06 2002], callback:
  [Thu Apr 18 14:53:33 2002] 
14:54:06 dialer-baDialer Trace: (PM)  Unable to find available port
14:54:06 dialer-baDialer Trace: (CPORT) SetState, port: 13, state: TRANSFER 
14:54:06 dialer-baDialer Trace: (CLMGR) Call data update event, 
  port: 13, id: 6763 
14:54:07 dialer-baDialer Trace: (PDD) Call Agent State event port: 10,
  Connection id: 6800 state: ANSWER_TRANSFER

Resolution

There are two possible reasons why the BA Dialer generates the Unable to find available port message in the EMS log:

  1. BA Dialer runs out of available telephony ports. When customer calls are transferred to agent phones, ports are freed and available for further use. Adding more dialogic cards to the BA Dialer can alleviate this issue. It is recommended to evaluate this situation according to how frequently the message occurs.

  2. BA Dialer dials too many customers per agent. BA Dialer reports this error if it is unable to transfer a customer call to an agent.

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Updated: Jul 31, 2006Document ID: 23482