SAP Knowledge Base Article - Preview

2636475 - Maximum unallocated mail amount exceeded; e-mails are not being allocated to agents even when the agents are free

Symptom

Image/Data is from SAP internal systems, sample data, or demo systems.  Any resemblance to real data is purely coincidental.

  • Agents are not receiving e-mails (nor at CDT nor at CRM Interaction Web client) even when they are free
  • Issue happens with ERMS pushed e-mails as well as ICI e-mails
  • In CEM log file, the following Warning message appears:
    • WRN> CHANNEL.CheckInboxForNewMail : Maximum unallocated mail amount exceeded for [GUID], not reading mail server : tasks 64 : allocated 1 : limit 50


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Environment

SAP Contact Center 7.0

Product

SAP Contact Center, on-premise edition 7.0

Keywords

Maximum unallocated unallocated mail amount exceeded e-mail stuck mail server CDT ERMS, ICI e-mail, not allocated , KBA , CRM-CCI , Contact Center Infrastructure , Problem

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