Hello,
General:
1. Are the failed calls always the same calls?
2. If so, do these calls ever succeed?
3. Do the failed calls happen one at a time or do they fail several at a time?
4. Do the failed calls happen at a certain time of day or randomly throughout the day?
Do you see the call come into the VSE?
If so, a few common causes are:
1. Is the VSE overloaded?
2. Are there other Virtual Services deployed for this agent?
3. Are there multiple agents with the same name? All agent names must be unique.
If the call is not making it to the VSE:
1. Are there any other errors/warnings in the agent logs?
2. Are there any errors in the broker or registry logs?
If the above does not help, please open a support ticket.
Best Regards,
Ricky
CA Application Insight Support