Genesys Mobile Services Callback not Working

[skathirmca_1]

Hi

I am trying GMS 8.5 for testing callback service - voice-userterminated-immediate, but getting following error:

14:57:18.606 [T:4800] METRIC <log sid='4CA4D8TEL16N3921DQDD6EQ2ES000008' expr='ActivityCoreWithParallel.Entry global handler: {
  "data": {
    "description": "Cannot find link and/or device",
    "error": "invalidsource",
    "requestid": "0"
  },
  "invokeid": "",
  "name": "error.voice.createcall",
  "sendid": "",
  "type": "platform"
}' label='' level='1' />


Below is the request params:

14:57:18.590 [T:4800] METRIC <log sid='4CA4D8TEL16N3921DQDD6EQ2ES000008' expr='GMSCallback@subusertermconnect => Attach data: {"GMS_Call_Direction":"USERTERMINATED","GMS_Cb_Desired_Time":"2017-09-26T09:27:18.120Z","GMS_Cb_Type":"immediate","GMS_Customer_Number":"1007","GMS_Orig_Service_ID":"211-60733530-5dee-4385-a6ed-f72db0a4dcf6","GMS_RP_Used":"18001800@SIPSwitch","GMS_ServiceName":"voice-userterm-immediate","GMS_Service_Data_ID":"211-2cb06c3e-9b34-48e0-8b91-62a98e44450d","GMS_Service_ID":"211-60733530-5dee-4385-a6ed-f72db0a4dcf6","GMS_Target_Selected":"\"\"","GMS_UserData":"{\"location_long\":\"-122.4786\",\"last_name\":\"Doe\",\"first_name\":\"John\",\"location_lat\":\"37.8197\"}","GMS_UserTerminated_First_Connect_Party":"CUSTOMER","GMS_VQ_Used":"GMS_VQ"}' label='' level='1' />

Kindly help.

Thanks!

[gen_den]

can you attach or post your GMS options? hope you have followed the deployed guide completly

[Kubig]

Post the callback service configuration - it seems you did not configure it properly

[skathirmca_1]

[business-attributes]
map-names=false

[cassandra]
create-embedded-server=true

[chat]
_client_timeout=30000
chat_load_balancer_url_path=file:///root/Desktop/GCTI/GMS/chat/ChatLBServerInfo.jsp
chat_load_balancer_url_path_bk=/WebAPI812/SimpleSamples812/ChatHA/ChatLBServerInfo.jsp
chat_session_request_timeout=30000
default_chat_endpoint=Environment:default

[cview]
data-validation=false
enabled=false
use-role=false

[log]
all=/root/Desktop/Logs/GMS/GMS_3.log
buffering=true
ChatService=true
ClusterService=true
DataDepotService=true
DistributedJobExecutor=true
DistributedJobQueue=true
expire=false
segment=false
SharedService=true
verbose=all

[patterns]
patterns_list_name=GMS_Patterns

[push]
android.collapseKey=<android.collapseKey>
android.gcm.apiKey=<project's API key>
android.gcm.retryNumber=2
android.senderAccountType=<sender Account Type>
android.senderEmail=<google C2DM account name (email)>
android.senderPassword=<the password of c2dm.senderemail account >
android.source=<android.source>
apple.keystore=<path to keystore>
apple.keystorePassword=<keystore password>
defaultSubscriptionExpiration=30
httpcb.connection_timeout=<http connection timeout in secs : 5 - default>
httpcb.max_connections_per_route=<http : max connections per route, default = 20>
httpcb.max_connections_total=<http : max connections in total, default = 200>
pushEnabled=comet

[resources]
resources_list_name=GMS_Resources

[server]
external_url_base=http://192.xxx.xx.xxx:8080/
node_id=1
web_port=8080

[service.request-chat]
_chat_endpoint=Resources:default
_service=request-chat
_ttl=3600
_type=builtin

[service.request-interaction]
_resource_group=DNIS
_service=request-interaction
_ttl=30
_type=builtin

[service.voice-userterm-immediate]
_agent_availability_notification_delay=30
_agent_first_via_rp=false
_agent_preview_allow_reject=0
_agent_preview_via_rp=false
_agent_reserve_timeout=30
_agent_transfer_confirm_timeout=0
_attach_udata=single_json
_booking_expiration_timeout=30
_call_direction=USERTERMINATED
_cpd_enable=true
_dial_retry_timeout=30
_enable_disposition_dialog=false
_enable_status_notification=false
_ixn_createcall_timeout=32
_ixn_redirect_confirm=true
_max_dial_attempts=3
_max_time_to_reach_eta_pos_threshold=14160
_max_time_to_wait_for_agent_on_the_call=3600
_max_transfer_to_agent_attempts=5
_max_urs_ewt_pos_polling_interval=30
_media_type=voice
_min_urs_ewt_pos_polling_interval=2
_offer_callback=false
_plugin_on_dial_associate_ixn=true
_plugin_on_dial_invoke_on_call_failed=true
_prefix_dial_out=
_provide_code=false
_rep_userevent_enable=false
_resource_group={name of the resource pool to be used - configured under Transactions/GMS_Resources/Annex}
_route_point=18001800@SIPSwitch
_service=callback
_snooze_duration=300
_status_notification_provider=
_status_notification_target=
_status_notification_type=
_target=1007@Stat_Server.A
_treatment_call_failure_answering_machine=
_treatment_customer_connect=
_treatment_find_agent_fail=
_treatment_waiting_for_agent=
_ttl=86400
_type=ors
_urs_ewt_estimation_method=ursdial
_urs_prioritization_strategy=WaitForTarget
_urs_queued_ttl=14400
_urs_request_timeout=10
_urs_server_url=http://192.xxx.xx.xxx:7008
_urs_virtual_queue=GMS_VQ
_use_debug_push_certificate=false
_user_confirm_timeout=30
_userterminated_first_connect_party=CUSTOMER
_wait_for_agent=false

[service.voice-userterm-immediate-2]
_agent_availability_notification_delay=30
_agent_first_via_rp=false
_agent_preview_allow_reject=0
_agent_preview_via_rp=false
_agent_reserve_timeout=30
_agent_transfer_confirm_timeout=0
_attach_udata=single_json
_booking_expiration_timeout=30
_call_direction=USERTERMINATED
_cpd_enable=true
_dial_retry_timeout=300
_enable_disposition_dialog=false
_enable_status_notification=false
_ixn_createcall_timeout=32
_ixn_redirect_confirm=true
_max_dial_attempts=3
_max_time_to_reach_eta_pos_threshold=14160
_max_time_to_wait_for_agent_on_the_call=3600
_max_transfer_to_agent_attempts=5
_max_urs_ewt_pos_polling_interval=30
_media_type=voice
_min_urs_ewt_pos_polling_interval=2
_offer_callback=false
_plugin_on_dial_associate_ixn=true
_plugin_on_dial_invoke_on_call_failed=true
_prefix_dial_out=
_provide_code=false
_rep_userevent_enable=false
_resource_group={name of the resource pool to be used - configured under Transactions/GMS_Resources/Annex}
_route_point=18001800@SIPSwitch
_service=callback
_snooze_duration=300
_status_notification_provider=
_status_notification_target=
_status_notification_type=
_target=1007@Stat_Server.A
_treatment_call_failure_answering_machine=
_treatment_customer_connect=
_treatment_find_agent_fail=
_treatment_waiting_for_agent=
_ttl=86400
_type=ors
_urs_ewt_estimation_method=ursdial
_urs_prioritization_strategy=WaitForTarget
_urs_queued_ttl=14400
_urs_request_timeout=60
_urs_server_url=http://192.xxx.xx.xxx:7010/
_urs_virtual_queue=GMS_VQ
_use_debug_push_certificate=false
_user_confirm_timeout=30
_userterminated_first_connect_party=AGENT
_wait_for_agent=true

[skathirmca_1]

I am trying service - service.voice-userterm-immediate-2 for callback. I tried everything and am not sure where is the gap.

Kindly help!!

I followed full deployment guide and was able to successfully run -chat and inbound use case working.

While tracing call flow in logs, I do not see URS executing strategy and this is where I found this error.
In URS logs there is no execution of WaitForTarget strategy. 

From customer's perspective,  it hears wait music playing but call not routing to agent.

**************************
17:20:06.843 [T:2612] METRIC <eval_expr sid='K1VJR3U67L1B5EKNO3N9FFH3IG000001' expression='/*if (serverUrls.length <= 0) {
var ursHost =      _genesys.session.getConfigOption('null', "hostname", _genesys.session.lookupseq.StartFromRouter);
var ursHttpPort = _genesys.session.getConfigOption('null', "http_port", _genesys.session.lookupseq.St...' result='0' />
17:20:06.843 [T:2612] METRIC <extension sid='K1VJR3U67L1B5EKNO3N9FFH3IG000001' name='fetch' namespace='http://www.genesyslab.com/modules/session' />
17:20:06.843 [T:2612] FMSessionFetchActionData::Execute: Fetch URI 'urs/call/start'
17:20:06.843 [T:2612] ors:+OrsEvent[0x000000000bc6e0a0]:name=error.session.fetch
17:20:06.843 [T:2612] ors:+IORSSessionTask[0x000000000b839440]
17:20:06.843 [T:2612] METRIC <fm_exec_error sid='K1VJR3U67L1B5EKNO3N9FFH3IG000001' action='http://www.genesyslab.com/modules/session' error='Incorrect attribute value (method)' />
17:20:06.843 ==>CGCLLConnector::ConnEventHandler Port=0 Proto=0 CallBack=<000000000dbc2570>
===>event:  event_id=3, id=0 handle=912, datasize=24
17:20:06.843 CMLThreadSyncImpl:HandleThreadData: << 24 bytes <<
17:20:06.843 [SessionManager]: Queueing Task: [Session ID: K1VJR3U67L1B5EKNO3N9FFH3IG000001, Task: 0x000000000b839440, Deferred ACK: 0]
17:20:06.843 [T:2612] METRIC <transition sid='K1VJR3U67L1B5EKNO3N9FFH3IG000001' name='_composer_application' event='*' line='18727' />
17:20:06.843 PersistenceManager::GetSessionServerInfo calling SessionIDServerNodeResultHandler session id[K1VJR3U67L1B5EKNO3N9FFH3IG000001] pHandler[0x000000000dbcb9f0] with result(212) tdelta cache processing[0]
17:20:06.843 [ORSSessionQueueTaskCallback]: Persistence Callback: [Assigned Node: 212, Session ID: K1VJR3U67L1B5EKNO3N9FFH3IG000001] (Task: 0x000000000b839440)
17:20:06.843 OrsScxmlIoProcessor::Send - sending event to session (K1VJR3U67L1B5EKNO3N9FFH3IG000001) at this node
17:20:06.843 [T:3104] METRIC <event_queued sid='K1VJR3U67L1B5EKNO3N9FFH3IG000001' name='error.session.fetch' type='external' />
17:20:06.843 ors:~IORSSessionTask[0x000000000b839440]
17:20:06.843 [T:2612] METRIC <log sid='K1VJR3U67L1B5EKNO3N9FFH3IG000001' expr='method.urs.call.start event received in user application thread ({name:"method.urs.call.start", data:{tenant:"Resources", strategy:"WaitForTarget", replyurl:"http://192.xxx.xx.xxx:8080/genesys/1/ors/scxml/session/K1VJR3U67L1B5EKNO3N9FFH3IG000001/request/method_urs_request_route_done", replybody:"[targetj]", replyenc:"application/json", replyack:true, sync:1, udata:{_CB_SERVICE_ID:"211-c668fb14-ff32-4f90-bbd8-854ad2f7bfd3", _CB_T_SERVICE_START:1509969006, _CB_T_CALLBACK_ACCEPTED:1509968998, _CB_T_NEXT_REDIAL_ATTEMPT:(void 0), _CB_N_IS_SNOOZED:false}, VQ_TARGET:"GMS_VQ", ROUTE_DELAY:0, TARGET_REQUESTED:"[{\"target\":\"1007@Stat_Server.A\",\"timeout\":\"14400\",\"clear\":true},{},{},{},{}]", TARGET:"1007@Stat_Server.A", TARGET_TIME_TO_WAIT:"14400", TARGET_CLEAR:true, TARGET_STAT_TO_CHECK:(void 0), TARGET_STAT_COND_OPERATOR:(void 0), TARGET_STAT_COND_VALUE:(void 0), TARGET2:(void 0), TARGET2_TIME_TO_WAIT:(void 0), TARGET2_CLEAR:(void 0), TARGET2_STAT_TO_CHECK:(void 0), TARGET2_STAT_COND_OPERATOR:(void 0), TARGET2_STAT_COND_VALUE:(void 0), TARGET3:(void 0), TARGET3_TIME_TO_WAIT:(void 0), TARGET3_CLEAR:(void 0), TARGET3_STAT_TO_CHECK:(void 0), TARGET3_STAT_COND_OPERATOR:(void 0), TARGET3_STAT_COND_VALUE:(void 0), TARGET4:(void 0), TARGET4_TIME_TO_WAIT:(void 0), TARGET4_CLEAR:(void 0), TARGET4_STAT_TO_CHECK:(void 0), TARGET4_STAT_COND_OPERATOR:(void 0), TARGET4_STAT_COND_VALUE:(void 0), TARGET5:(void 0), TARGET5_TIME_TO_WAIT:(void 0), TARGET5_CLEAR:(void 0), TARGET5_STAT_TO_CHECK:(void 0), TARGET5_STAT_COND_OPERATOR:(void 0), TARGET5_STAT_COND_VALUE:(void 0), DO_NOT_SELECT_CALL:1, PRIORITY:"", PRIORITY_INCREMENT:"", PRIORITY_INCREMENT_INTERVAL:"", MEDIA_TYPE:"voice", MediaType:"voice", extensiondata:"", INTERACTION_AGE:"undefined", GMS_SERVICE_ID:"211-c668fb14-ff32-4f90-bbd8-854ad2f7bfd3", ORS_SESSION_ID:"K1VJR3U67L1B5EKNO3N9FFH3IG000001", DIAL_OUT_SUCCESS_RATE:85}, invokeid:"", origin:"", origintype:"scxml", sendid:"", type:"internal"})' label='' level='1' />
17:20:06.843 [T:2612] METRIC <eval_expr sid='K1VJR3U67L1B5EKNO3N9FFH3IG000001' expression='storeUnhandledEvent();' result='undefined' />

[gen_den]

ok  you need to create one more option under your service:

_ors = http://host of ors:ors port.

you can check the GMS documentation also it states about it.

[skathirmca_1]

I have added that in server section in GMS option as per Genesys documentation:

**************
[server] Section
Modified in 8.5.107

_ors

Section: server
Default Value:
Valid Values:
Changes Take Effect: Immediately


Comma-separated list of ORS URLs.

http://host1:port1,http://host2:port2
This list will be used for all services sections and can be overridden in each service.


*****************
Tested but no luck!

[Kubig]

Did you configure _urs_server_url option on GMS service level?

[skathirmca_1]

Yes, I added this option manually while creating service as it didn't exist otherwise.