Create a routing application

[Peter Parker]

Hi Everyone, 

I'm newbies about e-Services

I'm deploying a scenario for E-MailServer on Composer.  I 'm following Routing Application User's Guide.

I created a scenario on Composer as below:

This template demonstrates how to create a routing application that:

1. Takes an incoming e-mail from a customer
2. Routes the customer’s e-mail to an agent for reply

Please see link below for more detail about my scenario

https://imgur.com/oHPEtfV
https://imgur.com/m2cMdcS
https://imgur.com/Dk43Hiu
https://imgur.com/hFt5r55
https://imgur.com/QRfMvtA
https://imgur.com/kkV7BfI
https://imgur.com/YTPtaBV

From my point of view I see that EmailServer submitting Interaction Queue then IXN received request submit from client Email Server. But, I didn't see the ORS requests pull the queue.

IXN:

[quote]2017-11-01T16:49:33.164 Trc 26015 Received message 'RequestSubmit' ('101') from client 'e_mail_srv' - Media server:4447:2820, message attributes:
attr_itx_type [str] = "Inbound"
attr_tenant_id [int] = 1
attr_itx_id [str] = "0000KaCUCF4201B8"
attr_ref_id [int] = 12
attr_user_data [list, size (unpacked)=2127, user data may be hidden] =
attr_media_type [str] = "email"
attr_itx_subtype [str] = "InboundNew"
attr_queue [str] = "ex1_email.default.ors_interaction_queue"
attr_received_at [str] = "2017-11-01T09:49:25Z"
attr_is_online [int] = 0

2017-11-01T16:49:33.196 Dbg 25020 Queuing dbmanager request: request id: '7098730', request:[Bind:Insert; insert new interaction], stack:'default:standard', stack size: '1', interaction id:'0000KaCUCF4201B8'
2017-11-01T16:49:33.196 Dbg 25021 Getting ready to send dbmanager request: request id: '7098730', request:[insert new interaction], stack size: '1', interaction id:'0000KaCUCF4201B8'
2017-11-01T16:49:33.196 Dbg 25030 Database request sent: DAP:'ixn_dap'(3), request id: '23631572', dbchannel stack id: '1', interaction id:'', sql statement: [Begin Transaction]
2017-11-01T16:49:33.196 Dbg 25032 Database request executed: DAP:'ixn_dap'(3), request id: '23631572', dbchannel stack id: '1', interaction id:'', sql statement: [Begin Transaction]
2017-11-01T16:49:33.196 Dbg 25030 Database request sent: DAP:'ixn_dap'(3), request id: '23631573', dbchannel stack id: '2', interaction id:'0000KaCUCF4201B8', sql statement: [execute binding (insert)]
2017-11-01T16:49:33.211 Dbg 25032 Database request executed: DAP:'ixn_dap'(3), request id: '23631573', dbchannel stack id: '2', interaction id:'0000KaCUCF4201B8', sql statement: [insert new interaction]
2017-11-01T16:49:33.211 Dbg 25030 Database request sent: DAP:'ixn_dap'(3), request id: '23631574', dbchannel stack id: '3', interaction id:'0000KaCUCF4201B8', sql statement: [id = '0000KaCUCF4201B8']
2017-11-01T16:49:33.227 Dbg 25032 Database request executed: DAP:'ixn_dap'(3), request id: '23631574', dbchannel stack id: '3', interaction id:'0000KaCUCF4201B8', sql statement: [id = '0000KaCUCF4201B8']
2017-11-01T16:49:33.227 Dbg 25030 Database request sent: DAP:'ixn_dap'(3), request id: '23631575', dbchannel stack id: '4', interaction id:'', sql statement: [Commit Transaction]
2017-11-01T16:49:33.227 Dbg 25032 Database request executed: DAP:'ixn_dap'(3), request id: '23631575', dbchannel stack id: '4', interaction id:'', sql statement: [Commit Transaction]
2017-11-01T16:49:33.227 Trc 26020 Distributing message 'EventInteractionSubmitted' ('160'), message attributes:
attr_extension [list, size (unpacked)=45] =
  'ReportingEventSequenceNumber' [str] = "33330220"
attr_actor_type [int] = 3 [MEDIA SERVER]
attr_actor_media_server_id [str] = "e_mail_srv"
attr_event_time [str] = "2017-11-01T09:49:33Z"
attr_itx_id [str] = "0000KaCUCF4201B8"
attr_itx_type [str] = "Inbound"
attr_itx_subtype [str] = "InboundNew"
attr_itx_tenant_id [int] = 1
attr_itx_queue [str] = "ex1_email.default.ors_interaction_queue"
attr_itx_media_type [str] = "email"
attr_itx_submitted_by [str] = "e_mail_srv"
attr_itx_state [int] = 0 [QUEUED]
attr_itx_is_online [int] = 0
attr_itx_is_locked [int] = 0
attr_itx_received_at [str] = "2017-11-01T09:49:25Z"
attr_itx_submitted_at [str] = "2017-11-01T09:49:33Z"
attr_itx_placed_in_queue_at [str] = "2017-11-01T09:49:33Z"
attr_itx_moved_to_queue_at [str] = "2017-11-01T09:49:33Z"
attr_itx_submit_seq [str] = "33330219"
attr_itx_place_in_queue_seq [str] = "33330219"
attr_itx_user_data [list, size (unpacked)=829, user data may be hidden] =
attr_itx_is_held [int] = 0
[/quote]


eMailServer:

[quote]16:49:33.164 Dbg 23027 [InSbW-3] <0000KaCUCF4201B8> Submitting interaction to queue 'ex1_email.default.ors_interaction_queue'...
16:49:33.164 Dbg 23073 [InSbW-3] <0000KaCUCF4201B8> UserData : [FromPersonal="Peter Parker"|Header_Content-Transfer-Encoding="quoted-printable"|_AutoReplyCount=0|LastCalledAgent_EmployeeID="thanvv"|_AttachmentFileNames=""|FirstName="Vu Van"|Header_MIME-Version="1.0"|Origination_Source="Web"|Header_Date="Wed, 1 Nov 2017 16:49:25 +0700 (ICT)"|Header_X-Mailer="Genesys E-Mail 8.5.000.07"|ContactId="00001aCRJWW60043"|_ContainsAttachment="false"|Subject="Just test ors"|LastCalledAgent_TimeStamp="2017-10-27T10:42:06Z"|EmailAddress="vuvanthancnc@gmail.com"|LCA_TimeStamp_email="2017-10-27T10:42:06Z"|_AttachmentsSize="0"|FromAddress="vuvanthancnc@gmail.com"|Mailbox="ipcclab@ansv.vn"|Header_Content-Type="text/plain; charset=utf-8"|LCA_EmplID_email="thanvv"|To="ipcclab@ansv.vn"|LastName="Than"|Header_Message-ID="<257db11e-9b95-4cfc-935d-4ea1b66bd5eb@ansv.vn>"].
16:49:33.164 Trc 21631 [InSbW-3] <0000KaCUCF4201B8> Sending message 'RequestSubmit' to conn-e_mail_srv-ixn_srv [hcmesr01:4420].
16:49:33.164 Dbg 23190 [InSbW-3] <0000KaCUCF4201B8> 'RequestSubmit' attributes:
attr_prxy_client_id [int] = null
attr_ref_id [int] = null
attr_media_type [str] = email
attr_itx_type [str] = Inbound
attr_itx_subtype [str] = InboundNew
attr_queue [str] = ex1_email.default.ors_interaction_queue
attr_tenant_id [int] = 1
attr_received_at [str] = Wed Nov 01 16:49:25 ICT 2017
16:49:33.227 Dbg 23028 [InSbW-3] <0000KaCUCF4201B8> Interaction successfully submitted to queue 'ex1_email.default.ors_interaction_queue'
16:49:33.227 Trc 23191 [InSbW-3] <0000KaCUCF4201B8> Request:
  Type=Request
  Target=UCS
  Service=OMInteractions
  Method=SetInteractionStatus
  Parameters=
    [
      Status=2
      TenantId=1
      InteractionId="0000KaCUCF4201B8"
    ]
  UserData=
    [
    ].
16:49:33.242 Trc 23191 [InSbW-3] <0000KaCUCF4201B8> Response:
  Type=Response
  Target=UCS
  Service=OMInteractions
  Method=SetInteractionStatus
  Parameters=
    [
    ]
  UserData=
    [
    ].
16:49:33.242 Trc 25020 [InSbW-3] <0000KaCUCF4201B8> Service 'EmailInternal' method 'submitInboundEmail' ended, processing time (ms): 78.
16:49:35.489 Std 04502 Cannot connect to server 'POP3' at host 'mail.ansv.vn', port 110, reason 'ConnectException: Connection timed out: connect'
16:49:35.489 Dbg 23005 [MsgIn-1] <pop-client> Inbound messaging client finished.
16:50:00.873 Dbg 23018 [OutSbSchd] Queue size : 0 LowWaterMark : 20.
16:50:00.873 Dbg 23019 [OutSbSchd] Instant throughput : 0.00 msg/s
16:50:00.873 Dbg 23019 [OutSbSchd] Average throughput : 0.00 msg/s
16:50:00.873 Dbg 23024 [OutSbSchd] Looking up messages to submit to Interaction Server in database...
16:50:00.873 Trc 23191 [OutSbSchd] Request:
  Type=Request
  Target=UCS
  Service=OMInteractions
  Method=GetInteractions
  Parameters=
    [
      SortCriteria=
        [
          0=
            [
              Operator="ASC"
              AttrName="StartDate"
            ]
        ]
      TenantId=1
      AttributeList=
        [
          AttrName={
              "Id"
              "MediaTypeId"
              "TypeId"
              "SubtypeId"
              "TenantId"
              "StartDate"
              "ParentId"
              "AllAttributes"
              "QueueName"}
        ]
      ESJReserved="true"
      MaxCount=200
      SearchCriteria=
        [
          AND={
             
                [
                  EQUAL=
                    [
                      AttrName="TypeId"
                      AttrValue="Outbound"
                    ]
                ]
             
                [
                  EQUAL=
                    [
                      AttrName="MediaTypeId"
                      AttrValue="email"
                    ]
                ]
             
                [
                  EQUAL=
                    [
                      AttrName="Status"
                      AttrValue=1
                    ]
                ]
             
                [
                  OR={
                     
                        [
                          EQUAL=
                            [
                              AttrName="CreatorAppId"
                              AttrValue=204
                            ]
                        ]
                     
                        [
                          EQUAL=
                            [
                              AttrName="CreatorAppId"
                              AttrValue=205
                            ]
                        ]}
                ]}
        ]
    ]
  UserData=
    [
    ].
16:50:00.873 Trc 23191 [OutSbSchd] Response:
  Type=Response
  Target=UCS
  Service=OMInteractions
  Method=GetInteractions
  Parameters=
    [
      InteractionData=
        [
        ]
    ]
  UserData=
    [
    ].
16:50:00.873 Dbg 23021 [OutSbSchd] Found 0 matching messages in database in 0 ms
16:50:00.873 Dbg 23022 [OutSbSchd] Queue size : 0 (no new messages found).
16:50:02.714 Dbg 23018 [InPrSchd] Queue size : 0 LowWaterMark : 20.
16:50:02.714 Dbg 23019 [InPrSchd] Instant throughput : 0.03 msg/s
16:50:02.714 Dbg 23019 [InPrSchd] Average throughput : 0.01 msg/s
16:50:02.714 Dbg 23020 [InPrSchd] Looking up messages to process in database...
16:50:02.714 Trc 23191 [InPrSchd] Request: [/quote]

Anyone else to help me resolve this issue

Thanks everyone!

[gen_den]

check the ORS option --->  mcr-pull-by-this-node should be set to TRUE , then only ORS fetches the interactions from Interaction Q.

[Peter Parker]

Hi AK,

I checked the ORS option. mcr-pull-this-node = TRUE. But, I didn't see ORS fetches the interactions from Interaction Q. 

[gen_den]

what is the version of ORS? i think you need to create the IXN dummy application also have you done it already?

[Peter Parker]

Hi AK,

Genesys Orchestration, Version:'8.1.400.31'

Can you please give me step-by-step to create IXN dummy?

[gen_den]

Configuring IXN Server Shadow application

      a.Import the application template for T Server in Genesys Administrator. Steps-
i. Open Genesys Administrator.
ii. Go to Provisioning Environment  Application Templates folder.
iii. Under the Tasks Panel (at Right hand side), select “Upload Template”.
iv. In the pop up window, click “Add”.
v. In the “Choose file to Upload” locate and select the template file for T Server; it would be with name TServer_SIPPremise_811.apd
vi. Click OK to save the template and close the Properties dialog box.
      b. Creating Application for IXN Server using the app template created in previous step
i. In Genesys Administrator, go to Provisioning Environment  Applications, and select New in toolbar. This opens a Browse dialog box that lists available application templates.
ii. In the Browse dialog box, select the T server template file. The Configuration tab for the new T server Application object appears in the Details panel.
iii. In the General section, enter a descriptive name in the Name field—for example, IXN_Shadow.
iv. In the Connections tab – Add  connections to the following
• URS
• Message server
v. In the Server Info section-
• In the Host field, click the magnifying glass icon to select the Host object on which this IXN should is installed.)
• In the listening port field, add a port that an application must use to connect to IXN Shadow application.
vi. For the Working Directory, Command Line, and Command Line Arguments fields, Type a period (.) in the Working Directory and Command Line text boxes, and leave the Command Line Arguments text box blank, as this would be only a dummy application.
vii. In the T-Server Info Section, do the following
• Add Environment as tenant
• In Switches field, add the already created MM switch.
viii. Click Save or Apply in the toolbar to save the new object. The new object will appear in the list of applications.
ix. Add this shadow application as a connection to the following applications:
• IXN server Primary
• Orchestration Server (all instances)

[Kubig]

From my point of view, it seems the ORS Cluster is not configured properly or the configuration is totally missing.

[Peter Parker]

Hi Kubig,

I have fixed it, thank you my friend 

[gen_den]

great what was the problem?

[Kubig]

Incorrect ORS Cluster configuration, thus the ORS was not operational..