IWS logs debugging

[janesh22]

Hi I am trying to fix ACW issue here. The issue is that sometimes the ACW time KVP that is set using call type is over ridden and the agent login ACW setting is taken.

Eg : acw_time = 5 secs and agent is put to ready after 5 seconds for a good call  , however this is sometimes overridden and uses the time out set in Wrap-up time (99999) in Agent login setup. So the agent is sitting on ACW for ever.

I have gone through the Tserver logs and can see that the KVP is getting delivered for both good calls and bad calls.

However IWS logs shows this difference :

[u][b]Good call :[/b][/u]
17-04-28 10:32:58.172 [            1] INFO  CWTimer.ACWTimerView - ACWTimerCondition(): START
17-04-28 10:32:58.172 [            1] DEBUG CWTimer.ACWTimerView - ACWTimerCondition(): all conditions met, return true
17-04-28 10:32:58.172 [            1] INFO  CWTimer.ACWTimerView - Constructor(): START
17-04-28 10:32:58.172 [            1] DEBUG CWTimer.ACWTimerView - Constructor(): ACW Timeout KVP=acw_time
17-04-28 10:32:58.217 [            1] DEBUG CWTimer.ACWTimerView - CanAutoDoneOnACWRelease: True
17-04-28 10:32:58.217 [            1] INFO  CWTimer.ACWTimerView - Constructor(): END
17-04-28 10:32:58.217 [            1] INFO  CWTimer.ACWTimerView - Create(): START
17-04-28 10:32:58.217 [            1] DEBUG CWTimer.ACWTimerView - Create(): acwTimeout = 5
17-04-28 10:32:58.217 [            1] INFO  CWTimer.ACWTimerView - Create(): END

[u][b]Bad Call:[/b][/u]
17-04-28 11:19:00.092 [            1] INFO  CWTimer.ACWTimerView - ACWTimerCondition(): START
17-04-28 11:19:00.092 [            1] DEBUG CWTimer.ACWTimerView - ACWTimerCondition(): This is a Consult call.
17-04-28 11:19:00.092 [            1] DEBUG CWTimer.ACWTimerView - ACWTimerCondition(): Returning false.
17-04-28 11:19:00.092 [            1] INFO  CWTimer.ACWTimerView - ACWTimerCondition(): END

I do not know how to read the IWS logs. So not sure where the ACWTimerView or ACWTimerCondition() is set. Do any of you guys have any idea where i need to check ?

Regards,
J

[vjicecool]

Check in IWS options in Genesys CME

[janesh22]

I already checked . Could not find anything setup for ACW

[PeteHoyle]

Is that a customisation you have?

The message 'CWTimer.ACWTimerView' does not appear to be a standard WDE message.

The main difference between the good and the bad call is that the bad call is a Consult Call, maybe the way the customisation is written it does not work on Consult calls

[Tambo]

what's wrong with using wrap-up-time in SIP server?