WarmTransfer
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Troubleshooting UCCE calls that do not route to agents

Verified 2026-10-02 · 55 sources · tier 2

Also known as ucce-calls-going-to-default-label.

When a route request arrives, Unified CCE categorises it as a call type, runs the script scheduled for that call type, and returns a label that the routing client interprets to dispatch the call 44. If the scheduled script fails to find a destination, Unified CCE uses the default label defined for the dialed number, and if no default label is defined when one is needed, it returns an error to the routing client 12 11.

How routing selects a destination

Cisco describes UCCE call routing as the following steps: 44

  • The routing client requests a route 44.
  • The request is categorised as a call type 44.
  • The scheduled script runs 44.
  • A label is returned 44.
  • The routing client interprets the label 44.
  • The call is dispatched 44.
  • The peripheral selects the specific target 44.

A dialed number in Unified CCE is configured with an associated routing client, a default label and a media routing domain 13.

Routing scripts are scheduled by call type, so Unified CCE first determines the call type and then runs the script associated with it 50. Unified CCE associates a contact with a call type in this order: 4 5 3 10

  • If the dialed number, calling line ID and caller-entered digits map to a defined call type, Unified CCE uses that call type 4.
  • If the DN/CLID/CED combination does not map to a call type, Unified CCE uses the default call type defined for the routing client that sent the request 5.
  • If no default call type is defined for the routing client, Unified CCE uses the general default call type 3.
  • If no general default call type is defined, Unified CCE uses the default label defined for the dialed number 10.
  • If no default label is defined for the dialed number when one is needed, Unified CCE returns an error to the routing client 11.

Only 1 version of a given routing script can be active at a time, and a version is activated through the auto-activate preference, the Make Active Version command or Script Explorer 24.

Labels

Each peripheral target, scheduled target or announcement maps to 1 or more labels, and a returned label must be valid for the routing client and dialed number 19. When a target has several labels, Unified CCE returns the first label that is valid for the routing client and dialed number 18.

Label types change what the routing client does with the call 17:

  • A busy label makes the routing client play a busy signal 17.
  • A ring label makes the routing client play an unanswered ring 17.
  • Normal labels deliver the call to an announcement, scheduled target or peripheral target 17.
  • A DNIS override label sends a modified DNIS 17.

Reading router error codes

The Database Schema Handbook defines these RouterErrorCode values relevant to calls that do not route: 37 38 39 40 41 42 33 34 35 36

  • RouterErrorCode 62 means the router received a route request from a routing client with a dialed number that is not configured 37.
  • RouterErrorCode 63 means the router could not find a call type for the dialed number, caller-entered digits and ANI 38.
  • RouterErrorCode 64 means no script is scheduled to run at the current time for the identified call type and dialed number 39.
  • RouterErrorCode 65 means the script ran but did not yield a result because of missing route configuration for the dialed number 40.
  • RouterErrorCode 66 means the router needed a default label for the dialed number but none is configured 41.
  • RouterErrorCode 69 means there is no valid label configured for the peripheral target the script selected 42.
  • RouterErrorCode 230 means the script indicated a busy label should be returned but no such label is configured 33.
  • RouterErrorCode 232 means the script indicated a label should be returned but no such label is configured 34.
  • RouterErrorCode 434 means the router could not locate a valid label for the Network VRU 35.
  • RouterErrorCode 448 records a customer disconnecting the call at the routing client and is documented as not a routing error 36.

WarmTransfer's reading of the sources is that RouterErrorCodes 62, 63, 64 and 66 line up with successive stages of the routing process (dialed number lookup, call type selection, script scheduling, default label fallback), so the code shows which configuration layer to inspect first 16. We infer that a call reaching the dialed number's default label indicates an earlier failure (no call type, no scheduled script, or a script that found no destination), so the RouterErrorCode on the Route_Call_Detail row is a better diagnostic than the destination the call landed on 14.

In Route_Call_Detail, RequestType 1 is a pre-routing request, 2 is a blind transfer or network VRU request, and 6 is a post-routing request 32.

Diagnosing it

Router Log Viewer and Script Editor

Router Log Viewer is started from the Administration & Data Server program group 43. Its upper pane shows routing details (time, dialed number, ANI, caller-entered digits, returned label), and its lower pane shows errors encountered while routing 43.

In Script Editor monitor mode, labels on each connection show the number and percentage of route requests that passed through it during the monitoring period 21. Monitor statistics refresh automatically about every 15 seconds 22. A script can have at most 900 script meters, and beyond that some real-time monitors stop working 20.

The Script Editor Check Routes utility validates that routes referenced in scripts have valid labels for the routing clients and dialed numbers 2.

Router tracing

For a call routing failure, Cisco says router tracing should at minimum include Route Requests, plus Translation Route when translation routing is used 54. The serviceability guide adds Network VRU Tracing for any VRU type and Call Queuing tracing when queuing issues are suspected 55. Cisco tech note 116165 lists the rtrtrace options for routing issues as agentchanges, routerequests, scriptselects, networkvrutracing, translationroute, callqueuing and calltyperealtime 53.

Router trace settings changed with rtrtrace take effect immediately in the Router 45. The router process must be running before router tracing is set, because the settings are held in memory only 46.

Router logs can be extracted for a time window with the dumplog utility (for example dumplog rtr with /bd /bt /ed /et) or, on Release 8 and later, with the Unified System CLI show tech-support command 52. The rttest command watch <variable> prints log output only when the watched router variable changes 49.

Script design issues that affect agent selection

By default, the Queue to Skill Group node selects agents using Longest Available Agent (LAA) 31. Cisco advises not to place LAA Select nodes before or after a Queue to Skill Group node for the same skill group 23. Cisco instructs that Unified CCE routing scripts must not reference the default skill group 1.

The 15.0(1) Scripting Specifics chapter still states that Unified CCE relies on Unified IP IVR to queue the call while it waits for an agent, and that script execution ends when an agent becomes available or the caller disconnects 51.

Precision queues

If a call enters a Precision Queue node and no resource is available, the call is queued, transferred to the default VRU if not already on one, and the script exits immediately through the success branch 28. WarmTransfer's reading of the sources is that, because of this, a "no ready agents" condition shows up as calls waiting in queue rather than as a router error or default-label route 15. We infer that this holds only when the call can reach a VRU, since RouterErrorCode 434 means the router could not locate a valid label for the Network VRU 35.

Step behaviour determines how long a call waits and where: 29 26 27

  • When no available agent matches a step, the call waits for the step's Wait for time and then moves to the next step, and a blank wait time moves it on immediately 29.
  • A step's Consider If expression is evaluated each time a call reaches the step, and if it is false the call moves to the next step without being considered for that step 26.
  • After a call reaches the last step, it stays queued on that step until it is routed, abandoned or ended 27.

An agent can hold at most 50 attributes and belong to at most 50 precision queues and skill groups combined 25.

The rttest dump_pq command shows agent-to-step and agent-to-precision-queue associations, with options /pq, /step, /agentpq and /agentstep 47. The rttest dump_queue command with /pqstep shows calls queued on a precision queue step with timestamps and priority, and dqs gives a queue summary by domain and call type 48. Cisco's PQ tech note says the PQTree tool shows only logged-in agents and should be used when the system is not under call load 30.

CVP transfer and requery behaviour

With Enable target requery checked on a Queue to Skill Group node, a call whose selected agent does not answer leaves through the node's failure exit with RequeryStatus set to the value 3, labelled No Answer 8. The CVP 12.6(1) guide states that NetworkTransferEnabled must be explicitly set to 1 in all post-route scripts to support agent-to-agent transfers 7.

See also

Applicability

Applies to: Cisco Unified Contact Center Enterprise and Cisco Unified Customer Voice Portal. Deployments: on-premises. Sources checked 2026-10-02. The Scripting and Media Routing Guide, Features Guide, Serviceability Guide and Database Schema Handbook material cited here is for Release 15.0(1) 51 37. The CVP transfer and requery guidance comes from the CVP 12.6(1) guide 7. The Unified System CLI show tech-support collection method applies to Release 8 and later 52.

What remains uncertain

  • The causes that leave an agent not ready or not routable are not covered by the sources below.
  • The routing client timeout threshold for a route response is not covered by the sources below.
  • The exit path a Queue to Skill Group node takes when the skill group has no agents is not covered by the sources below.
  • Whether Cisco recommends against relying on the dialed number's default label as a routing destination is not covered by the sources below.
  • Beyond the routing client, default label and media routing domain, the full set of dialed number fields in the administration interface is not covered by the sources below.
  • The causes of translation route timeouts are not covered by the sources below.
  • Whether a later CVP transfer and queue guide restates the 12.6(1) requery and NetworkTransferEnabled behaviour is not covered by the sources below.
  • How this routing behaviour differs in other deployment variants of the product is not covered by the sources below.

See also

Related to

Referenced by

Sources

  1. 1
    Cisco instructs that Unified CCE routing scripts must not reference the default skill group.
    Scripting and Media Routing Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Scripting Specifics in CCE Environment · Scripting Specifics in CCE Environment - default skill group note · Checked 2026-10-02
  2. 2
    The Script Editor Check Routes utility validates that routes referenced in scripts have valid labels for the routing clients and dialed numbers.
    Scripting and Media Routing Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Script Administration · Script Administration - Check Routes · Checked 2026-10-02
  3. 3
    If no default call type is defined for the routing client, Unified CCE uses the general default call type.
    Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise, Release 15.0: Call Types, Contact Data, and Scripting · Call Types section - association of contacts to call types (third step) · Checked 2026-10-02
  4. 4
    When the dialed number, calling line ID and caller-entered digits of a contact map to a defined call type, Unified CCE uses that call type.
    Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise, Release 15.0: Call Types, Contact Data, and Scripting · Call Types section - association of contacts to call types (first step of the selection list) · Checked 2026-10-02
  5. 5
    If the DN/CLID/CED combination does not map to a call type, Unified CCE uses the default call type defined for the routing client that sent the request.
    Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise, Release 15.0: Call Types, Contact Data, and Scripting · Call Types section - association of contacts to call types (second step) · Checked 2026-10-02
  6. 6
    Dialed numbers used for CVP routing clients are associated with the External Voice routing type and a call type in Unified CCE Administration under Manage > Dialed Numbers.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 12.6(1) - Transfer and Queue Calls with Unified CVP · Transfer and Queue Calls with Unified CVP - dialed number configuration · Checked 2026-10-02
  7. 7
    The CVP 12.6(1) guide states NetworkTransferEnabled must be explicitly set to 1 in all post-route scripts to support agent-to-agent transfers.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 12.6(1) - Transfer and Queue Calls with Unified CVP · Transfer and Queue Calls with Unified CVP - network transfer · Checked 2026-10-02
  8. 8
    With Enable target requery checked on a Queue to Skill Group node, a call whose selected agent does not answer leaves through the node's failure exit with RequeryStatus set to No Answer (3).
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 12.6(1) - Transfer and Queue Calls with Unified CVP · Transfer and Queue Calls with Unified CVP - router requery on no answer · Checked 2026-10-02
  9. 9
    For calls transferred within Unified CM that use CVP, the CVP 12.6(1) guide says to include a SendToVRU node in the ICM script before any RunScript or skill group node.
    Configuration Guide for Cisco Unified Customer Voice Portal, Release 12.6(1) - Transfer and Queue Calls with Unified CVP · Transfer and Queue Calls with Unified CVP - Unified CM transfers / SendToVRU · Checked 2026-10-02
  10. 10
    If no general default call type is defined, Unified CCE uses the default label defined for the dialed number.
    Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise, Release 15.0: Call Types, Contact Data, and Scripting · Call Types section - association of contacts to call types (fourth step) · Checked 2026-10-02
  11. 11
    If no default label is defined for the dialed number when one is needed, Unified CCE returns an error to the routing client.
    Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise, Release 15.0: Call Types, Contact Data, and Scripting · Call Types section - association of contacts to call types (final step) · Checked 2026-10-02
  12. 12
    When the routing script currently scheduled for the call type fails to find a destination, Unified CCE uses the default label defined for the dialed number.
    Configuration Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Routing a Call · Routing a Call - default label paragraph · Checked 2026-10-02
  13. 13
    A dialed number in Unified CCE is configured with an associated routing client, a default label and a media routing domain.
    Configuration Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Routing a Call · Routing a Call - dialed number configuration · Checked 2026-10-02
  14. 14
    A call that reaches the dialed number's default label indicates an earlier failure (no call type, no scheduled script, or a script that found no destination), so the RouterErrorCode on the Route_Call_Detail row is a better diagnostic than the destination the call landed on.inferred
    Configuration Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Routing a Call · Routing a Call - default label paragraph; combined with Database Schema Handbook 15.0(1) Router Error Codes 63-66 · Checked 2026-10-02
  15. 15
    Because a Precision Queue node with no available agent still exits through its success branch and keeps the call queued, a 'no ready agents' condition shows up as calls waiting in queue rather than as a router error or default-label route.inferred
    Cisco Unified Contact Center Enterprise Features Guide, Release 15.0(1): Precision Queue · Precision Queue - precision queue script node behaviour; last step behaviour · Checked 2026-10-02
  16. 16
    RouterErrorCodes 62, 63, 64 and 66 line up with successive stages of the routing process (dialed number lookup, call type selection, script scheduling, default label fallback), so the code shows which configuration layer to inspect first.inferred
    Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Field Values · Field Values - Router Error Codes 62, 63, 64, 66; mapped against Scripting and Media Routing Guide 15.0(1) call type association order · Checked 2026-10-02
  17. 17
    A busy label makes the routing client play a busy signal and a ring label makes it play an unanswered ring; normal labels deliver to an announcement, scheduled target or peripheral target, and a DNIS override label sends a modified DNIS.
    Configuration Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Routing a Call · Routing a Call - label types list · Checked 2026-10-02
  18. 18
    When a target has several labels, Unified CCE returns the first label that is valid for the routing client and dialed number.
    Configuration Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Routing a Call · Routing a Call - labels section · Checked 2026-10-02
  19. 19
    Each peripheral target, scheduled target or announcement maps to one or more labels, and a returned label must be valid for the routing client and dialed number.
    Configuration Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Routing a Call · Routing a Call - labels section · Checked 2026-10-02
  20. 20
    A script can have at most 900 script meters; beyond that some real-time monitors stop working.
    Scripting and Media Routing Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Script Administration · Script Administration - Monitor mode / script meter limit · Checked 2026-10-02
  21. 21
    In Script Editor monitor mode, labels on each connection show the number and percentage of route requests that passed through it during the monitoring period.
    Scripting and Media Routing Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Script Administration · Script Administration - Monitor mode / monitor labels · Checked 2026-10-02
  22. 22
    Script Editor monitor statistics refresh automatically about every 15 seconds.
    Scripting and Media Routing Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Script Administration · Script Administration - Monitor mode · Checked 2026-10-02
  23. 23
    Cisco advises not to place LAA Select nodes before or after a Queue to Skill Group node for the same skill group.
    Scripting and Media Routing Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Scripting Specifics in CCE Environment · Scripting Specifics in CCE Environment - Select node / LAA · Checked 2026-10-02
  24. 24
    Only one version of a given routing script can be active at a time; a version is activated via the auto-activate preference, the Make Active Version command or Script Explorer.
    Scripting and Media Routing Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Script Administration · Script Administration - script versions / active version · Checked 2026-10-02
  25. 25
    An agent can hold at most 50 attributes and belong to at most 50 precision queues and skill groups combined.
    Cisco Unified Contact Center Enterprise Features Guide, Release 15.0(1): Precision Queue · Precision Queue - limits / attributes · Checked 2026-10-02
  26. 26
    A step's Consider If expression is evaluated each time a call reaches the step; if it is false the call moves to the next step without being considered for that step.
    Cisco Unified Contact Center Enterprise Features Guide, Release 15.0(1): Precision Queue · Precision Queue - Consider If expressions · Checked 2026-10-02
  27. 27
    After a call reaches the last step of a precision queue it stays queued on that step until it is routed, abandoned or ended.
    Cisco Unified Contact Center Enterprise Features Guide, Release 15.0(1): Precision Queue · Precision Queue - steps / last step · Checked 2026-10-02
  28. 28
    If a call enters a Precision Queue node and no resource is available, the call is queued, transferred to the default VRU if not already on one, and the script exits immediately through the success branch.
    Cisco Unified Contact Center Enterprise Features Guide, Release 15.0(1): Precision Queue · Precision Queue - precision queue script node behaviour · Checked 2026-10-02
  29. 29
    When no available agent matches a precision queue step, the call waits for the step's Wait for time and then moves to the next step; a blank wait time moves it on immediately.
    Cisco Unified Contact Center Enterprise Features Guide, Release 15.0(1): Precision Queue · Precision Queue - steps / wait time · Checked 2026-10-02
  30. 30
    Cisco's PQ tech note says the PQTree tool shows only logged-in agents and should be used when the system is not under call load.
    Troubleshoot PQ Agent Availability and Attribute Priority · Limitations / PQTree · Checked 2026-10-02
  31. 31
    By default the Queue to Skill Group node selects agents using Longest Available Agent (LAA).
    Scripting and Media Routing Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Scripting Specifics in CCE Environment · Scripting Specifics in CCE Environment - Queue to Skill Group / agent selection · Checked 2026-10-02
  32. 32
    Route_Call_Detail RequestType 1 is a pre-routing request, 2 is a blind transfer or network VRU request, and 6 is a post-routing request.
    Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Field Values · Field Values - Route_Call_Detail.RequestType · Checked 2026-10-02
  33. 33
    RouterErrorCode 230 means the script indicated a busy label should be returned but no such label is configured.
    Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Field Values · Field Values - Router Error Codes - code 230 · Checked 2026-10-02
  34. 34
    RouterErrorCode 232 means the script indicated a label should be returned but no such label is configured.
    Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Field Values · Field Values - Router Error Codes - code 232 · Checked 2026-10-02
  35. 35
    RouterErrorCode 434 means the router could not locate a valid label for the Network VRU.
    Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Field Values · Field Values - Router Error Codes - code 434 · Checked 2026-10-02
  36. 36
    RouterErrorCode 448 records a customer disconnecting the call at the routing client and is documented as not a routing error.
    Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Field Values · Field Values - Router Error Codes - code 448 · Checked 2026-10-02
  37. 37
    RouterErrorCode 62 means the router received a route request from a routing client with a dialed number that is not configured.
    Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Field Values · Field Values - Router Error Codes - code 62 · Checked 2026-10-02
  38. 38
    RouterErrorCode 63 means the router could not find a call type for the dialed number, caller-entered digits and ANI.
    Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Field Values · Field Values - Router Error Codes - code 63 · Checked 2026-10-02
  39. 39
    RouterErrorCode 64 means no script is scheduled to run at the current time for the identified call type and dialed number.
    Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Field Values · Field Values - Router Error Codes - code 64 · Checked 2026-10-02
  40. 40
    RouterErrorCode 65 means the script ran but did not yield a result because of missing route configuration for the dialed number.
    Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Field Values · Field Values - Router Error Codes - code 65 · Checked 2026-10-02
  41. 41
    RouterErrorCode 66 means the router needed a default label for the dialed number but none is configured.
    Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Field Values · Field Values - Router Error Codes - code 66 · Checked 2026-10-02
  42. 42
    RouterErrorCode 69 means there is no valid label configured for the peripheral target the script selected.
    Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Field Values · Field Values - Router Error Codes - code 69 · Checked 2026-10-02
  43. 43
    Router Log Viewer is started from the Administration & Data Server program group; its upper pane shows routing details (time, dialed number, ANI, caller-entered digits, returned label) and its lower pane shows errors encountered while routing.
    Scripting and Media Routing Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Script Administration · Script Administration - Router Log Viewer · Checked 2026-10-02
  44. 44
    Cisco describes UCCE call routing as: routing client requests a route; the request is categorised as a call type; the scheduled script runs; a label is returned; the routing client interprets the label; the call is dispatched; the peripheral selects the specific target.
    Configuration Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Routing a Call · Routing a Call - routing steps list (steps 1-7) · Checked 2026-10-02
  45. 45
    Router trace settings changed with rtrtrace take effect immediately in the Router.
    Serviceability Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Contact Center Trace Levels · Contact Center Trace Levels - RTRTRACE · Checked 2026-10-02
  46. 46
    The router process must be running before router tracing is set, because the settings are held in memory only.
    Serviceability Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Contact Center Trace Levels · Contact Center Trace Levels - RTRTRACE · Checked 2026-10-02
  47. 47
    The rttest dump_pq command shows agent-to-step and agent-to-precision-queue associations, with options /pq, /step, /agentpq and /agentstep.
    Troubleshoot PQ Agent Availability and Attribute Priority · RTTest diagnostic commands - dump_pq · Checked 2026-10-02
  48. 48
    The rttest dump_queue command with /pqstep shows calls queued on a precision queue step with timestamps and priority, and dqs gives a queue summary by domain and call type.
    Troubleshoot PQ Agent Availability and Attribute Priority · RTTest diagnostic commands - dump_queue and dqs · Checked 2026-10-02
  49. 49
    The rttest command 'watch <variable>' prints log output only when the watched router variable changes.
    Serviceability Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Contact Center Trace Levels · Contact Center Trace Levels - RTTEST · Checked 2026-10-02
  50. 50
    Routing scripts are scheduled by call type: on a route request Unified CCE first determines the call type and then runs the script associated with it.
    Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise, Release 15.0: Call Types, Contact Data, and Scripting · Call Types section - scheduling scripts by call type · Checked 2026-10-02
  51. 51
    The 15.0(1) Scripting Specifics chapter still states that Unified CCE relies on Unified IP IVR to queue the call while it waits for an agent, and that script execution ends when an agent becomes available or the caller disconnects.
    Scripting and Media Routing Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Scripting Specifics in CCE Environment · Scripting Specifics in CCE Environment - queuing to agents · Checked 2026-10-02
  52. 52
    Router logs can be extracted for a time window with the dumplog utility (for example 'dumplog rtr' with /bd /bt /ed /et) or, on Release 8 and later, with the Unified System CLI 'show tech-support' command.
    Set and Collect UCCE Trace Logs · Log collection - dumplog and Unified System CLI · Checked 2026-10-02
  53. 53
    Cisco tech note 116165 lists the rtrtrace options for routing issues as agentchanges, routerequests, scriptselects, networkvrutracing, translationroute, callqueuing and calltyperealtime.
    Set and Collect UCCE Trace Logs · Router logs - rtrtrace options · Checked 2026-10-02
  54. 54
    For a call routing failure Cisco says router tracing should at minimum include Route Requests, plus Translation Route when translation routing is used.
    Serviceability Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Contact Center Trace Levels · Contact Center Trace Levels - Router trace settings · Checked 2026-10-02
  55. 55
    The serviceability guide adds Network VRU Tracing for any VRU type and Call Queuing tracing when queuing issues are suspected.
    Serviceability Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Contact Center Trace Levels · Contact Center Trace Levels - Router trace settings · Checked 2026-10-02

Documents

tier 2 current vendor documentation

Cisco Unified Contact Center Enterprise Features Guide, Release 15.0(1): Precision Queue

Cisco Systems · 2026-07-31 · accessed 2026-09-30

tier 2 current vendor documentation

Configuration Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Routing a Call

Cisco Systems · 2025-04-30 · accessed 2026-10-02

tier 2 current vendor documentation

Configuration Guide for Cisco Unified Customer Voice Portal, Release 12.6(1) - Transfer and Queue Calls with Unified CVP

Cisco Systems · 2024-06-11 · accessed 2026-09-24

tier 2 current vendor documentation

Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Field Values

Cisco Systems · 2025-11-28 · accessed 2026-10-02

tier 2 current vendor documentation

Scripting and Media Routing Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Script Administration

Cisco Systems · 2025-04-30 · accessed 2026-10-02

tier 2 current vendor documentation

Scripting and Media Routing Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Scripting Specifics in CCE Environment

Cisco Systems · 2025-04-30 · accessed 2026-10-02

tier 2 current vendor documentation

Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise, Release 15.0: Call Types, Contact Data, and Scripting

Cisco Systems · 2025-04-30 · accessed 2026-09-30

tier 2 current vendor documentation

Serviceability Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Contact Center Trace Levels

Cisco Systems · 2025-04-30 · accessed 2026-10-02

tier 2 current vendor documentation

Set and Collect UCCE Trace Logs

Cisco Systems · 2018-01-03 · accessed 2026-10-02

tier 2 current vendor documentation

Troubleshoot PQ Agent Availability and Attribute Priority

Cisco Systems · 2020-04-24 · accessed 2026-10-02

Cite this page

APA

WarmTransfer. (2026, October 2). Troubleshooting UCCE calls that do not route to agents. WarmTransfer. https://warmtransfer.net/knowledge/ucce-calls-not-routing-troubleshooting

BibTeX

@misc{warmtransfer-ucce-calls-not-routing-troubleshooting,
  title  = {Troubleshooting UCCE calls that do not route to agents},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/ucce-calls-not-routing-troubleshooting},
  note   = {Verified 2026-10-02}
}