KB40467: Multimedia agents sometimes stop receiving emails even though they are idle

Article ID: 51021 - Last Review: November 17, 2010


A Multimedia agent will receive and process emails as usual but eventually the agent will stop receiving emails even though there are emails waiting in queue. The issue will persist until the enterprise server is restarted.


Multimedia agents are not receiving emails which are waiting in the queue.


Multimedia agents are created with a skill level and typically it's the same for everyone but may be different. The enterprise server uses this skill level to determine which agent will be offered an email next. The exchange router is only looking at the first skill level so agents who are not part of this will not be considered as being available.


Change the skill level of all Multimedia agents in the SQL table called tblConfig_AgentGroupMembers_SkillLevel to be the same (it doesn't matter what the value is as long as it's the same for everyone) then restart the enterprise service.


This hotfix, along with all other CCM version 5.7 sp1 hotfixes created before January 2010, have been rolled up into one single hotfix.
The 5.7 sp1 Rollup of Hotfixes is available at the following link: KB41351

The original hotfix for this specific issue is no longer available and you must install the rollup.


CCM version 5.7 SP1

Keywords: 40467

Posted Wednesday, November 17, 2010 by ademski