Agent goes available on TMAC, but emails that are in Queue are not routed.
- Ensure, max TMAC tab limit is not reached for email channels. Count the total number of email tabs open and then compare with the actual number of tabs allowed for an agent using OCM Agent settings module or in the database as shown below,
- Ensure, TMAC to WorkQueue connection is proper and is not broken.
- To verify this, open TMAC configuration file then look for WorkQueue service endpoint address, copy the endpoint address and run it in a browser. If there is any error or page displays blank, then you may need to look into WorkQueue service status by checking WorkQueue logs. There might be a possibility that you are referring to the wrong WorkQueue endpoint address. To verify this, check the following step.
- Go to Workqueue service config file and check for baseAddress, compare this base address with endpoint address configured in the TMAC server. It must be the same, if not change the configuration and restart the respective service.