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1 RouterErrorCodes and Corrective Actions

1.1 EMSG_RTR_ROUTE_CALL_BAD_RC: MessageID=0x000D RouterErrorCode=13
1.2 EMSG_RTR_ROUTE_BAD_DN: MessageID=0x003E RouterErrorCode=62
1.3 EMSG_RTR_ROUTE_NO_CALL_TYPE: MessageID=0x003F RouterErrorCode=63
1.4 EMSG_RTR_ROUTE_NO_SCRIPT: MessageID=0x0040 RouterErrorCode=64
1.5 EMSG_RTR_ROUTE_NO_ROUTE: MessageID=0x0041 RouterErrorCode=65
1.6 EMSG_RTR_ROUTE_NO_DEFAULT_ROUTE: MessageID=0x0042 RouterErrorCode=66
1.7 EMSG_RTR_ROUTE_ANNOUNCE_NO_LABEL: MessageID=0x0043
RouterErrorCode=67
1.8 EMSG_RTR_ROUTE_NO_TARGET: MessageID=0x0044 RouterErrorCode=68
1.9 EMSG_RTR_ROUTE_NO_LABEL: MessageID=0x0045 RouterErrorCode=69
1.10 EMSG_RTR_TRAN_ROUTE_NO_RC: MessageID=0x0046 RouterErrorCode=70
1.11 EMSG_RTR_ROUTE_NO_TRAN_RC_TARGET: MessageID=0x0047
RouterErrorCode=71
1.12 EMSG_RTR_ROUTE_ANNOUNCE_INVALID_RC: MessageID=0x0069
RouterErrorCode=105
1.13 EMSG_RTR_TRAN_ROUTE_NO_ROUTE: MessageID=0x007B RouterErrorCode=123
1.14 EMSG_RTR_TRAN_ROUTE_PG_OFFLINE: MessageID=0x007C RouterErrorCode=124
1.15 EMSG_RTR_PERIPHERAL_OFFLINE: MessageID=0x007E RouterErrorCode=126
1.16 EMSG_RTR_ROUTE_NO_BUSY_LABEL: MessageID=0x00E6 RouterErrorCode=230
1.17 EMSG_RTR_ROUTE_NO_RING_LABEL: MessageID=0x00E7 RouterErrorCode=231
1.18 EMSG_RTR_ROUTE_NO_GOOD_LABEL: MessageID=0x00E8 RouterErrorCode=232
1.19 EMSG_RTR_TRAN_ROUTE_NO_TARGET: MessageID=0x0101 RouterErrorCode=257
1.20 EMSG_RTR_TRAN_ROUTE_NO_LABEL: MessageID=0x0102 RouterErrorCode=258
1.21 EMSG_RTR_TRANSLATION_OVERRUN: MessageID=0x0112 RouterErrorCode=274
1.22 EMSG_RTR_DIALOG_FAILED: MessageID=0x01B3 RouterErrorCode=435
1.23 EMSG_RTR_MSG_DIALOG_ABORTED: MessageID=0x01C0 RouterErrorCode=448
1.24 EMSG_RTR_VRU_NEWCALL_NO_PERIPHERAL: MessageID=0x01E4
RouterErrorCode=484
1.25 EMSG_RTR_VRU_NEWCALL_NO_NETWORK_VRU: MessageID=0x01E5
RouterErrorCode=485
1.26 EMSG_RTR_VRU_NEWCALL_BAD_DN: MessageID=0x01E6 RouterErrorCode=486
1.27 EMSG_RTR_VRU_NEWCALL_BAD_CUST: MessageID=0x01E7 RouterErrorCode=487
1.28 EMSG_RTR_VRU_NEWCALL_NO_CUST_NETWORK_VRU: MessageID=0x01E8

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RouterErrorCode=488
1.29 EMSG_RTR_DESKLINK_ROUTE_NO_AGENT: MessageID=0x01EA
RouterErrorCode=490
1.30 EMSG_RTR_DESKLINK_PERIPHERAL_OFFLINE: MessageID=0x01EB
RouterErrorCode=491
1.31 EMSG_RTR_DESKLINK_PERIPHERAL_WRONG_REV: MessageID=0x01EC
RouterErrorCode=492
1.32 EMSG_RTR_DESKLINK_AGENT_NO_DEVTARGET: MessageID=0x1EF
RouterErrorCode=495
1.33 EMSG_RTR_CALL_EXCEEDED_QUEUE_LIMIT: MessageID=0x01F3
RouterErrorCode=499
1.34 EMSG_RTR_ROUTE_BAD_DN_MRD: MessageID=0x0221 RouterErrorCode=545
1.35 EMSG_RTR_CALL_UNKNOWN_MRD0: MessageID=0x0223 RouterErrorCode=547
1.36 EMSG_RTR_DESKLINK_DEVTARGET_NO_LABEL_RC: MessageID=0x0233
RouterErrorCode=563
1.37 EMSG_RTR_ROUTE_SCHED_NO_GOOD_LABEL: MessageID=0x0234
RouterErrorCode=564
1.38 EMSG_RTR_ROUTE_NO_LABEL_TRAN_RC: MessageID=0x0252
RouterErrorCode=594
1.39 EMSG_RTR_ROUTE_NO_LABELS_TRAN_RC: MessageID=0x0253
RouterErrorCode=595

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

References in the document to DeskLink and Enterprise Agent are specific to resources associated with a
Unified CCE Peripheral.

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.

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Message Call route from unknown routing client %1, dn=%2.

Description
Action Check the Routing Client and Dialed Number configuration and correct any problems.

Message Call route request from routing client %2 (ID %1) with unknown DN of %3.
The Router received a call route request from routing client %2 with a dialed number %3 that is
Description
not configured.
Action Configure the dialed number for the Routing Client and update the Central Controller.

Message Unable to map dialed number %2 (ID %1), CED "%3", ANI "%4" to a call type.
The Router was unable to find a call type that specified dialed number %2, caller entered digits
Description
of "%3", and an ANI of "%4".
With the Script Editor, update the Dialed Number with the appropriate call type and update the
Action
Central Controller.

Message Unable to find scheduled script for dialed number %3 (ID %1) with call type of %4 (ID %2).
Description There is no script scheduled to run at the current time for call type %4 and dialed number %3.
Schedule a script to be run for this dialed number and call type with the Script Editor and update
Action
the Central Controller.

Message Script %3 (ID %1) failed to produce route for dialed number %4 with call type of %5 (ID %2).

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A call with dialed number %4 and call type %4 triggered the use of script %3, but there was no
Description
route configured for this dialed number and call type.
The script configuration did not return a result. This is typically a failure path in the script did
Action not corrective action. Review and update the script associated with specified dialed number and
call type.

Message 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.
The default label is the last resort for routing the calls due to some prior error. Default labels are
Action NOT recommended for CCE. Review event messages with Event Viewer for error conditions
associated with resources for the specified dialed number.

Message No label is available for announcement %3 (ID %1) from dialed number %4 (ID %2).
Description There is no label configured for announcement %3 from dialed number %4.
Action Configure an appropriate label for the announcement and update the Central Controller.

Message No peripheral target available for route %3 (ID %1) with routing client %4 (ID %2).
Description There is no peripheral target available for route %3 for routing client %4.
Action Configure an appropriate peripheral target for the route and update the Central Controller.

No peripheral targets for route %3 have a valid label for dialed number %4 (ID %1) from
Message
routing client %5 (ID %2).
No peripheral targets for route %3 have a valid label for dialed number %4 (ID %1) from
Description
routing client %5 (ID %2).
Associate an appropriate peripheral target and label for route %3 with Configure ICM and
Action
update the Central Controller.

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No routing client at peripheral targeted by translation route %2 (ID %1). Normal routing
Message
assumed.
There is no routing client at the peripheral targeted by translation route %2 (ID %1). The
Description
translation route is probably incorrectly configured.
Action Correct the configuration of the translation route and update the Central Controller.

No peripheral target available for route %3 (ID %1) with routing client %4 (ID %2) picked by
Message
translation route %5. Normal routing assumed.
No peripheral target is available for route %3 with the routing client %4 picked by translation
Description
route %5. The translation route is probably incorrectly configured.
Action None, obsolete message

Message Unable to access announcement %3 (ID %1) from routing client %4 (ID %2).
The Router is unable to access the announcement %3 from routing client %4. This probably
Description
indicates a configuration inconsistency.
Action None, obsolete message

Message No routes configured for translation route %2 (ID %1).

Description No routes were configured for translation route %2.
Action Correct the translation route configuration by associating the appropriate set of routes.

Message Peripheral %3 (ID %1) for translation route %4 (ID %2) not connected.

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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
Description
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
Message
is impacted.
The specified ACD/IVR is not visible to the Peripheral Gateway. No call or agent state
Description
information is being received by the Router from this site. Routing to this site is impacted.
If Peripheral Gateway is also offline per messaging (message ID 10500D1) or "rttest" result,
Action then first proceed with troubleshooting for Peripheral Gateway off-line alarm. Otherwise
ACD/IVR Vendor should be contacted for resolution.

Message No busy label found for routing client %3 (ID %1), dialed number %4 (ID %2).
A script indicated that a busy label should be returned to routing client %3 for dialed
Description
number %4, but no such label is configured.
Action Configure a busy label for the specified Routing Client.

Message No ring label found for routing client %3 (ID %1), dialed number %4 (ID %2).
A script indicated that a ring label should be returned to routing client %3 for dialed number %4,
Description
but no such label is configured.
Action Configure a ring label for the specified Routing Client.

Message Label node had no label valid for routing client %3 (ID %1), dialed number %4 (ID %2).

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A script indicated that a label should be returned to routing client %3 for dialed number %4, but
Description
no such label is configured.
The specified script label node is not valid for the requesting routing client. Use the Script
Action
Editor to update the script label node and update the Central Controller.

Message No peripheral target available for translation route %3 (ID %1) with routing client %4 (ID %2).
No peripheral target is available for translation route %3 with routing client %4. This probably
Description
indicates a configuration inconsistency.
Correct the PeripheralTarget configuration associated with the Translation Route and update the
Action
central controller.

No peripheral targets for translation route %3 have a valid label for dialed number %4 (ID %1)
Message
from routing client %5 (ID %2).
No peripheral targets for translation route %3 have a valid label for dialed number %4 from
Description
routing client %5. This probably indicates a configuration inconsistency.
Configure correct label for the Peripheral Target associated with the Translation Route and
Action
update the central controller.

Message No free routes to send call to translation route %3 (ID %1). All %2 routes are in use.
There are no free routes available for use in the translation routing algorithm. All %2 routes are
Description 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.
Configure additional routes for the Translation Route to handle the call volume. Refer to Cisco
Action Unified Contact Center Enterprise Solution Reference Network Design (SRND) document for
additional information on how to size the number of Routes required.

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Message Dialog (%1) failed

Description This is the default error code that the system uses when a specific error was not identified.
Action None.

Message Dialog (%1) aborted and was deleted.

Description This is not a routing error. The customer leg disconnected for the call at the routing client.
Action None

No peripheral found for VRU capable call on dialed number %3 from PG routing client %2
Message
(ID %1).
A call (dialed number %3) from PG routing client %2 (ID %1) claimed to be from a VRU, but
Description the routing client had no associated peripheral, so the router was unable to determine which
VRU the call was from.
This should never occur, defensive check in the code for corrupted configuration. If this
Action
message does occur fix the configuration problem.

No NetworkVRU configured for peripheral for VRU capable call on dialed number %3 from PG
Message
routing client %2 (ID %1).
A call (dialed number %3) from PG routing client %2 (ID %1) claimed to be from a VRU, but
Description 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)
Message
rejected.

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A call with unknown dialed number %3 from NIC routing client %2 (ID %1) claimed to be from
Description 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
Message
associated customer.
A call with dialed number %3 from NIC routing client %2 (ID %1) claimed to be from a VRU,
Description 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
Message
associated VRU for the customer.
A call with dialed number %3 from NIC routing client %2 (ID %1) claimed to be from a VRU,
Description 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.

Message Routing to DeskLink route %2 (ID %1) but no agent or skillGroup found; using default route.
Routing to DeskLink route %2 (ID %1) but no agent or skillGroup found; using default route.
Description
This is probably caused by an improper script or a configuration problem.
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
Action
using the LAA node before SkillGroup node or replace the SkillGroup node with the
QueueToSkillGroup

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Attempt to send DeviceTargetPreCallInd or DeviceTargetAbortInd to unconnected

Message
peripheral %2 (ID %1).
Attempt to send DeviceTargetPreCallInd to unconnected peripheral %2 (ID %1). An attempt
Description was made to route an enterprise agent call to a peripheral not currently on-line to the router. This
probably indicates a configuration inconsistency.
For CCE only deployments, set the Router<Side>\Router\CurrentVersion\Configuration\Offline
! Action \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.

Message Attempt to send DeviceTargetPreCallInd to peripheral %2 (ID %1) at wrong rev.

An attempt was made to route an enterprise agent call to a peripheral not connected with the
Description
correct OPI revision. This probably indicates a configuration inconsistency.
Action None, defensive code check in the Router.

Message Attempt to send DeviceTargetPreCallInd to peripheral %2 (ID %1) at wrong rev.

Attempted to send call to agent %3 (ID %1) on peripheral %4 (ID %2) who has no device target.
Description A script attempted to send an enterprise agent call to an agent who has no device target assigned
by the peripheral gateway.
Router cannot find valid Agent Target Rule or Device Target for the selected agent. Update
Action 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.

Message
Call on dialed number %2 (ID %1) terminated for exceeded maximum queue time limit. The
Description
call was sent to the default label
Evaluate the MediaRoutingDomain.MaxQueueTime value for the MRD associated with the
DialedNumber. Increasing the MediaRoutingDomain.MaxQueueTime may require increasing
Action
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.

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Call route request from routing client %3 (ID %1) with mismatched routing domain (ID %2) for
Message
DN of %4.
The Router received a task request from routing client %2 with a dialed number configured with
Description
the wrong media routing domain.
Configure the dialed number with the correct Media Routing Domain and update the Central
Action
Controller.

Message A call was received from routing client %3 (%1) with an unknown media routing domain of %2.
A call was received from routing client %3 (%1) with an unknown media routing domain of %2.
Description
This probably indicates a configuration inconsistency.
Action None, defensive code check in the Router.

Attempted to send call to agent %3 (ID %1) on peripheral %4 at device target %2 which had no
Message
label for routing client %5.
Attempted to send call to agent %3 (ID %1) on peripheral %4 at device target %2 which had no
Description 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.
Results from either a no Device Target Label for the specified Routing Client or no label can be
Action created from the Agent Target Rules for the specified Routing Client. Configure an Agent Target
Rule or Device Target Label for the Routing Client.

Message Schedule Target had no label valid for routing client %3 (ID %1), dialed number %4 (ID %2).
A script indicated that a label should be returned to routing client %3 for dialed number %4, but
Description
no such label is configured.
The label for the schedule target is not valid for the routing client. Correct the configuration of
Action
the schedule target label and update the Central Controller.

NOTE: Calls associated with this RouterErrorCode are treated as abandon calls and do not increment the
CallType.ErrorCodeToHalf.

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No peripheral targets for route %3 have a valid label for routing client %5 (ID %2) targeted by
Message
translation route %4 (ID %1).
No peripheral targets for route %3 have a valid label for routing client %5 (ID %2) targeted by
Description
translation route %4 (ID %1).
Configure an appropriate peripheral target and label for route %3 for target routing client and
Action
update the Central Controller.

No peripheral targets for route %3 have valid labels for every routing client targeted by
Message
translation route %2 (ID %1).
No peripheral targets for route %3 have valid labels for every routing client targeted by
Description
translation route %2 (ID %1).
Configure an appropriate peripheral target and label for route %3 for each target routing client
Action
and update the Central Controller.

Troubleshooting Unified CCE

Rating: 2.5/5 (4 votes cast)

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