Hi guys! We are running on a really old version CIC 3.0 SU20 and we have a switchover pair over the WAN. Recently, we had an issue wherein when we switch to server B as primary, we are having ACD issues. Some of the issues are calls going to agents even they are not activated in the queue and calls doesn't route to agent even if they are available to take acd interaction. When we switchback to server A as primary, everything works perfectly fine. Any idea on this guys?

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A
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You might be hitting SCR IC-147685. Try changing your status icon paths to local paths instead of UNC paths on the server that has this issue, then restart it, and that may resolve it.

-Troy

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Troy Tricker
Genesys - Employees
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Original Message:
Sent: 04-18-2018 10:52
From: Ariel Collado
Subject: Switchover Pair ACD Issue on One server

Hi guys! We are running on a really old version CIC 3.0 SU20 and we have a switchover pair over the WAN. Recently, we had an issue wherein when we switch to server B as primary, we are having ACD issues. Some of the issues are calls going to agents even they are not activated in the queue and calls doesn't route to agent even if they are available to take acd interaction. When we switchback to server A as primary, everything works perfectly fine. Any idea on this guys?

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A
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