Genesys 8.1 and Avaya CM 6 Default Route

[Avgeni]

Hi all,

it's been a long time since a wrote in this forum. I'm working with Genesys  - Avaya techs again, and the first issue has appeared.

I few weeks it looks like the Avaya Default routing is increasing where the calls volume is high. This is an example vector:

01 wait-time    2  secs hearing silence
02 adjunct      routing link 1
03 adjunct      routing link 2
04 wait-time    4  secs hearing silence
05 queue-to    skill 1st  pri h
06 queue-to    skill 2nd  pri l

But it's not waiting the 4 seconds after the adjuncts, so it's like the cti links are down, but they don't.

If I check the TServer logs, it seems that the EventRouteRequest is not received:

TP_AsaiData
FACILITY  CRV:89fa
Facility: INVOKE
InvokeId: 2
Operation: EventReport
CallID[1]: 3421
CallingNum: (ISDN_telephony),''
CalledNum: (natl_ISDN_tel),''
TrunkGroupId[1]: (dir/gr/memb),0/1/1
Event[1]: Offered
Domain[1]: (VDN),'1111111'
UniversalCallId: 03 79 16 32 58 8F 2A 48
@18:29:00.4320 [asai] (processEvReportOffered)
@18:29:00.4320 [gctmi] TMsg [EventQueued(1111111)] distributing to model
@18:29:00.4320 {tscp.call {constructed} {uuid FE1UAAAAET42VDTJVRO1111CUC01QBMR} {connection-id 0088029888f96123} {call-id 3421}}
@18:29:00.4320 Call [0088029888f96123]: urid 00010071
@18:29:00.4320 [BSYNC] Trace: Send to backup (TServer_Backup) [664]:

message RequestSetCallInfo
AttributeUpdateRevision 65649
AttributeConnID 0088029888f96123
AttributeCallUUID 'FE1UAAAAET42VDTJVRO1111CUC01QBMR'
AttributeCallID 3421

@18:29:00.4320 [BSYNC] Trace: Sent
@18:29:00.4320 [gctm] Call [0088029888f96123/1632,sST,tNO,l0] Setting timer to ST:2000mS
@18:29:00.4320 [gctm] Call [0088029888f96123/1632,sST,tST,l0] created.
@18:29:00.4320 [avaya] Call [0088029888f96123/1632,sST,tST,l0] (AvayaCall)
@18:29:00.4320 [asai] (CallReferenceMap)
@18:29:00.4320 [asai] Call [0088029888f96123/3421,sST,tST,l0] (AsaiCall)
@18:29:00.4320 [gctmi] Call [0088029888f96123/1632,sST,tST,l0] distributing EventQueued
@18:29:00.4320 [gctmi] Call [0088029888f96123/1632,sST,tST,l0] processQueued
@18:29:00.4320 [asai] Call [0088029888f96123/3421,sST,tST,l0] (createParty)
@18:29:00.4320 [gctm] Call [0088029888f96123/1632,sST,tST,l0] Releasing party status cleared.
@18:29:00.4320 [gctm] Party [0088029888f96123:1111111,s0,tRP,rDST,lINT] created.
@18:29:00.4320 [asai] Party [0088029888f96123:1111111,s0,tRP,rDST,lINT] (AsaiIntParty)
@18:29:00.4320 [asai] Party [0088029888f96123:1111111,s0,tRP,rDST,lINT] setting id to 0
@18:29:00.4320 [gctmi] Party [0088029888f96123:1111111,s0,tRP,rDST,lINT] distribute
@18:29:00.4320 [gctmi] Party [0088029888f96123:1111111,s0,tRP,rDST,lINT] processQueued
@18:29:00.4320 [gctm] Party [0088029888f96123:1111111,s0,tRP,rDST,lINT] Changing state to 9
@18:29:00.4320 [gctm] Call [0088029888f96123/1632,sST,tST,l1] setNbrCallLegs for PartyParty [0088029888f96123:1111111,s9,tRP,rDST,lINT]
@18:29:00.4320 [BSYNC] Trace: Send to backup (TServer_Backup) [664]:


message RequestSetCallInfo
AttributeUpdateRevision 65649
AttributeConnID 0088029888f96123
@18:29:00.4320 [BSYNC] Trace: Sent
@18:29:00.4320 [BSYNC] Trace: Send to backup (TServer_Backup) [664]:
message EventCallPartyState
AttributeDN '1111111'
AttributePartyUUID 'FE1U6QQQET42VDTJVROSH8MCUC01QBMS'
AttributePartyID 40710298180d68f9
AttributeConnID 0088029888f96123
@18:29:00.4320 [BSYNC] Trace: Sent
@18:29:00.4320 [0] 8.1.001.10 distribute_event: message EventQueued
AttributeEventSequenceNumber 0000000001e538ff
AttributeTimeinuSecs 432000
AttributeTimeinSecs 3685665481 (18:29:00)
AttributeExtensions [19] 00 01 02 00..
'UCID' bin: 48 2a 8f 58.. (len=8)
AttributeOtherDNRole 1
AttributeOtherDN ''
AttributeThisDNRole 2
AttributeThisDN '1111111'
AttributeThisTrunk 52494440
AttributeANI ''
AttributeDNIS ''
AttributeCallUUID 'FE1UAAAAET42VDTJVRO1111CUC01QBMR'
AttributeConnID 0088029888f96123
AttributeCallID 3421
AttributePropagatedCallType 2
AttributeCallType 2
AttributeNetworkCallID 3685665481
AttributeThisQueue '1111111'
AttributeCallState 0


TP_AsaiData
FACILITY  CRV:89fa
Facility: INVOKE
InvokeId: 2
Operation: EventReport
CallID[1]: 3421
CallingNum: (ISDN_telephony),''
CalledNum: (natl_ISDN_tel),''
TrunkGroupId[1]: (dir/gr/memb),0/1/1
Event[1]: Offered
Domain[1]: (VDN),'1111111'
UniversalCallId: 03 79 16 32 58 8F 2A 48
@18:29:00.4320 [asai] (processEvReportOffered)
@18:29:00.4320 [gctmi] TMsg [EventQueued(1111111)] distributing to model
@18:29:00.4320 {tscp.call {constructed} {uuid FE1UAAAAET42VDTJVRO1111CUC01QBMR} {connection-id 0088029888f96123} {call-id 3421}}
@18:29:00.4320 Call [0088029888f96123]: urid 00010071
@18:29:00.4320 [BSYNC] Trace: Send to backup (TServer_Backup) [664]:
18:29:00.432 Int 04544 Interaction message "EventQueued" generated
18:29:00.432 Trc 04542 EventQueued sent to [692] (00000058 StatServer_Backup )
18:29:00.432 Trc 04542 EventQueued sent to [688] (00000057 Reporting_StatServer)
18:29:00.432 Trc 04542 EventQueued sent to [648] (0000003a URS
18:29:00.432 Trc 04542 EventQueued sent to [492] (00000005 CCPulseStatServer)
18:29:00.432 Trc 04542 EventQueued sent to [516] (0000000b URS_Backup )
@18:29:00.4320 [gctm] Call [0088029888f96123/1632,sST,tST,l1] Changing state to 1
@18:29:00.4320 [gctm] Call [0088029888f96123/1632,sOG,tST,l1] Setting timer to OG:14400000mS
@18:29:00.4320 [gctmi] TMsg [EventPrivateInfo()] distributing to model
@18:29:00.4320 [gctmi] Call [0088029888f96123/1632,sOG,tOG,l1] distributing EventPrivateInfo
@18:29:00.4320 [asai] (AsaiCallMonitorStatus::onCallMonitorNotificationActive)


And when i'm waiting the EventRouteRequest, i receive this:

TP_AsaiData
FACILITY  CRV:89fa
Facility: INVOKE
InvokeId: 2
Operation: EventReport
ConnectedNum[1]: (local),'2222222'
CallID[1]: 3421
CallingNum: (ISDN_telephony),''
CalledNum: (natl_ISDN_tel),''
TrunkGroupId[1]: (dir/gr/memb),0/1/1
PartyId[1]: 2
Event[1]: Alerting
Domain[1]: (ACD_Split),'2001001'
UniversalCallId: 03 79 16 32 58 8F 2A 48
@18:29:01.6330 [asai] (processEvReportAlerting)
@18:29:01.6330 [gctmi] TMsg [EventRinging(2222222)] distributing to model
@18:29:01.6330 [gctmi] Call [0088029888f96123/1632,sOG,tOG,l1] distributing EventRinging
@18:29:01.6330 [gctmi] Call [0088029888f96123/1632,sOG,tOG,l1] processRinging
@18:29:01.6330 [gctm] Call [0088029888f96123/1632,sOG,tOG,l1] processImplicitDivert - sending queued
@18:29:01.6330 [gctmi] TMsg [EventQueued(2001001)] distributing to model
@18:29:01.6330 [gctmi] Call [0088029888f96123/1632,sOG,tOG,l1] distributing EventQueued
@18:29:01.6330 [gctmi] Call [0088029888f96123/1632,sOG,tOG,l1] processQueued
@18:29:01.6330 [asai] Call [0088029888f96123/3421,sOG,tOG,l1] (createParty)
@18:29:01.6330 [gctm] Call [0088029888f96123/1632,sOG,tOG,l1] Releasing party status cleared.
@18:29:01.6330 [gctm] Party [0088029888f96123:2001001,s0,tQ,rDST,lINT] created, linked to Party [0088029888f96123:1111111,s9,tRP,rDST,lINT] .
@18:29:01.6330 [asai] Party [0088029888f96123:2001001,s0,tQ,rDST,lINT] (AsaiIntParty)
@18:29:01.6330 [asai] Party [0088029888f96123:2001001,s0,tQ,rDST,lINT] setting id to 2
@18:29:01.6330 [gctmi] TMsg [EventQueued(2001001)] (re)distributing to model in 250mS
@18:29:01.6330 [asai] Call [0088029888f96123/3421,sOG,tOG,l1] (createParty)
@18:29:01.6330 [gctm] Call [0088029888f96123/1632,sOG,tOG,l1] Releasing party status cleared.
@18:29:01.6330 [gctm] Party [0088029888f96123:2222222,s0,tDN,rDST,lINT] created.
@18:29:01.6330 [asai] Party [0088029888f96123:2222222,s0,tDN,rDST,lINT] (AsaiIntParty)
@18:29:01.6330 [asai] Party [0088029888f96123:2222222,s0,tDN,rDST,lINT] setting id to 2
@18:29:01.6330 [gctm] Party [0088029888f96123:2001001,s0,tQ,rDST,lINT] rls-party certain match to EventRinging
@18:29:01.6330 [gctm] Call [0088029888f96123/1632,sOG,tOG,l1] ReleaseParty match found.
@18:29:01.6330 [gctm] Call [0088029888f96123/1632,sOG,tOG,l1] delaying, ReleaseParty add-match pending.
@18:29:01.6330 [gctmi] TMsg [EventRinging(2222222)] (re)distributing to model in 250mS
@18:29:01.6330 [<<] 08 00 00 5F 08 02 80 EA 62 96 1C 57 91 A1 54 02 01 02 02 01 95 40 4C 0C 08 FF 32 31 30 31 32 36 36 10 02 16 32 6C 0F 81 30 30 34 34 32 30 33 31 37 30 34 30 30 30 70 0A A1 39 31 36 30 30 39 30 32 38 96 0A 04 80 64 90 E8 44 01 82 47 01 81 49 08 81 32 31 30 36 30 30 B8 7C 08 03 79 16 32 58 8F 2A 48
TP_AsaiData
FACILITY  CRV:80ea
Facility: INVOKE
InvokeId: 2
Operation: EventReport
ConnectedNum[1]: (local),'2222222'
CallID[1]: 3421
CallingNum: (ISDN_telephony),''
CalledNum: (natl_ISDN_tel),''
TrunkGroupId[1]: (dir/gr/memb),0/1/1
PartyId[1]: 2
Event[1]: Alerting
Domain[1]: (ACD_Split),'2001001'
UniversalCallId: 03 79 16 32 58 8F 2A 48
@18:29:01.6330 [asai] (processEvReportAlerting)
@18:29:01.6330 [gctmi] TMsg [EventRinging(2222222)] distributing to model
@18:29:01.6330 [gctmi] Call [0088029888f96123/1632,sOG,tOG,l1] distributing EventRinging
@18:29:01.6330 [gctmi] Call [0088029888f96123/1632,sOG,tOG,l1] processRinging
@18:29:01.6330 [gctm] Call [0088029888f96123/1632,sOG,tOG,l1] processImplDivert - queue already exists.
@18:29:01.6330 [gctm] Party [0088029888f96123:2001001,s0,tQ,rDST,lINT] rls-party certain match to EventRinging
@18:29:01.6330 [gctm] Call [0088029888f96123/1632,sOG,tOG,l1] ReleaseParty match found.
@18:29:01.6330 [gctm] Call [0088029888f96123/1632,sOG,tOG,l1] delaying, ReleaseParty add-match pending.
@18:29:01.6330 [gctmi] TMsg [EventRinging(2222222)] (re)distributing to model in 250mS

I don't know what is happenig, tried to increase the wait time before adjunt to 4 seconds and still a lot of default route.

could you help me?

Regards.

[Fra]

Call is diverted to 2001001 before the adjunct timer times out.
Is 2001001 part of skill 1 or 2?
Is this TServer on link 1 or 2?

[Avgeni]

Hi,

2001001 is part of the 1st skill, and this TServer is part of the Link 1.

[Fra]

Did you configure the ASAI link as indicated in the TServer for Avaya CM guide?
Can you upload a full TServer log file from start up?

[Avgeni]

Yes, we have been working fine years, the ASAI is configured how the Genesys docs said. This is a new issue and it's totally intermittent, in the same minute one call is roted through Genesys correctly, and the nex't one  is rejected and goes through default routing .Only happens when the calls volume is high.

We only have changed some Genesys strategies a few months ago mand we have rolled back to discart this as root cause, nothing else.

[Fra]

Have you seen this?

https://genesyspartner.force.com/customercare/pkb_Home?id=kA4U00000008bjLKAQ&l=en_US&fs=Search&pn=1

[genesysguru]

Hi,
Have you got a section named tsapi-configuration in your T-Server app?

[tsapi-configuration]
recv-extra-bufs=100
recv-q-size=100
send-q-size=100

Regards

[Avgeni]

Oh! Iwas thinking "That is the problem!, it's exactly what happens here", but when I check the cti-link:


CTI  Link Version  Mnt Busy    AE Services  Server    Service  State  Msgs Sent Msgs Rcvd 

1    3        no  xxxxxxxxxxx  established  330127  268623 

So my DLG-ASAI is version 3, and the TServer option:

asai-protocol-version 3

Both are version 3 ....


The tsapi-configuration section is not configured in my T-Server, because we use DLG so i think this option doesn't apply.

Regards

[Avgeni]

Hi,

I have tried changing the vector configuration but nothing seems to work. I tried with a wait step between adjuncts, with an empty announcement instead the first wait step, increasing the wait before and after the adjuncts.... nothing.

It could be possible that the CM wasn't taking the correct version of the DLG ASAI CTi Link so it takesthe default version 1 and fails?

I don't know what else check.

[Fra]

Are ASAI core & plus capabilities enabled?
Is the ASAI station configured with EventMinimization flagged?
Can you upload a full Tserver log from start-up covering a good and bad case?