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Problem Description

When scheduling virtual agent campaigns, the campaign may become stuck if the Run Every value is divisible by the total duration of the Scheduled Run time. A stuck campaign will appear to be in a Running state, but it doesn't show up on the Real-Time Agent Reports. Also when the campaign is aborted, it displays an error message that says the campaign is not currently running. The campaign becomes stuck because the Scheduled Run time ends at the same time a Run interval ends. View the attached image for a visual of the error scenario.

How to Un-Stick Campaigns

To un-stick the virtual agent campaigns, the following Cyara components should be restarted: Agent Coordinator, Omni Scheduler, and Voice Scheduler. After restarting the components, confirm that the stuck virtual agent campaigns now display Internal Error. If the campaigns are still showing as Running, restart the Cyara components again until the campaigns display Internal Error.  

Once all stuck virtual agent campaigns show Internal Error, restart the campaigns and confirm they change to Running. Then, under Real-Time Agent Reports, open the campaigns and verify agents are logging in correctly.

Workaround

The workaround for this issue is to set the Scheduled Run time to be 3 minutes less than the Run Every value. For example, if the Run Every value is set to 10 minutes, then the Scheduled Run time should end at 17:57 instead of 18:00.

Note: This issue is scheduled to be resolved in version 7.3.