Many Stale Status on different SIP Server

[Arun (JKT-ID)]

Hi all,

I had issue with call status "Stale" for Outbound Call more than 30%.

anyone can help for reduce status "Stale" for my outbound Call ? 




Rgds,
GNA

[cavagnaro]

Read docs or search the forum or Genesys support site. Quite a lot of description.

Basically is when OCS loses track of that record and after a while (parameter) marks it as stale. Could happen if you agent had the record on his computer and crashed for example. Many more possibilities around.



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[Arun (JKT-ID)]

yes I've done just have not gotten a satisfactory answer.

[cavagnaro]

Because you have the description, what you need to do is your job as analyst and find out the root of your problem. No one will tell you click here

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[Arun (JKT-ID)]

Hi All,

Current status for “Stale” Still Compare From the Log SIP 2 and SIP 3 and there are several findings with Call Result "46" on a log carried agent and can be said to not work normally call.

14:13:05.656 Trc 04541 RequestMakePredictiveCall received from [696] (0000000c IND_KD_OCS3 10.130.25.203:65325)
message RequestMakePredictiveCall
              AttributeThisDN                'Resources'
              AttributeOtherDN            '*5081585134000'
              AttributeTimeout              34
              AttributeUserData            [1190] 00 28 01 00..
                              'GSW_TZ_OFFSET'            25200
                              'GSW_PHONE'    '081585134000'
                              'anp'      ''
                              'citas_call_id'      '211'
                              'citas_campaign_id'        '170067'
                              'contact_name'  ''
                              'custom_float_1'              ''
                              'custom_float_2'              ''
                              'custom_int_1'  0
                              'custom_int_2'  0
                              'custom_varchar_1'        ''
                              'custom_varchar_2'        ''
                              'custom_varchar_3'        ''
                              'policy_id'            ''
                              'premium'            ''
                              'product_id'        ''
                              'prospect_id'      '1700473608'
                              'sponsor_id'        'B65'
                              'sponsor_name' 'REDCALL'
                              'GSW_CALLING_LIST'              'cl_G_FAMMULPROD_EC_REDBERRY_RD_BG_MAR17_1'
                              'GSW_CAMPAIGN_NAME'              'ca_G_FAMMULPROD_EC_REDBERRY_RD_BG_MAR17_1'
                              'InteractionType'              'Outbound'
                              'InteractionSubtype'        'OutboundNew'
                              'GSW_RECORD_HANDLE'              883736
                              'GSW_APPLICATION_ID' 209
                              'GSW_CAMPAIGN_GROUP_DBID'              4762
                              'GSW_CALLING_LIST_DBID'          4958
                              'GSW_SWITCH_DBID'      104
                              'GSW_CAMPAIGN_GROUP_NAME' 'ca_G_FAMMULPROD_EC_REDBERRY_RD_BG_MAR17_1@G_FAMMULPROD_EC_REDBERRY_RD_BG_MAR17_1'
                              'GSW_CAMPAIGN_GROUP_DESCRIPTION' 'ca_G_FAMMULPROD_EC_REDBERRY_RD_BG_MAR17_1@G_FAMMULPROD_EC_REDBERRY_RD_BG_MAR17_1'
                              'GSW_CHAIN_ID'              473608
                              'GSW_ATTEMPTS'            9
                              'GSW_AGENT_ID'            ''
                              'GSW_CALL_RESULT'      46
                              'GSW_TZ_NAME'              'WIT'
                              'GSW_CALL_ATTEMPT_GUID'      '7HET1HAL4T2HF235IFOE4GALLK00PTGT'
                              'GSW_CONTACT_MEDIA_TYPE'  'voice'
                              'GSW_CALL_TYPE'            'REGULAR'
                              'GSW_QUEUE_DBID'      1266
                              'GSW_SESSION_DBID'    4762
              AttributeExtensions        [121] 00 04 00 00..

stale issue in BS sip server, stale issue only in BS server more than 20% and in SIP 2 almost 0%.

used Genesys Version :

SIP  Ver. 8.1.101.53
RM  Ver. 8.1.700.62
ICON Ver. 8.1.200.06


Rgds
Gunadi

[cavagnaro]

Stale means OCS lost track of the call at agent side. So it can't know what happened with it. You need to investigate that

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