Genesys - telephony sync up problems

[ilamaran.demat@gmail.com]

Hello Team,

I'm a novice supporting an application that connects to Genesys - Recently,  we are having issues with our application syncing up with Genesys servers -

Agent Problems: Agents who try to connect to telephony get the following error message
"Cannot log user XXXXXXX as no place is associated with them. Please check configuration of your Genesys channel provider"

I see the following problem in our logs -

2017-11-29 09:17:28,802 DEBUG [Ail.Cfgsdk.Driver] Channel closed com.genesyslab.platform.commons.protocol.ChannelClosedEvent[source=com.genesyslab.platform.configuration.protocol
.ConfServerProtocol@7c8fd9@{DowJones_IA_PROD - tcp://206.XX.XX.X:2020}]; cause: com.genesyslab.platform.commons.protocol.RegistrationException: Client registration failed; prev.s
tate: Opening
2017-11-29 09:17:28,802 DEBUG [Ail.Framework] Enqueueing CfgsdkEventError
2017-11-29 09:17:28,803 DEBUG [Ail.Framework] Executing  CfgsdkRequestReadObjects (time in queue: 15026 ms)
2017-11-29 09:17:28,803 DEBUG [Ail.Framework] Executing  CfgsdkEventError (time in queue: 1 ms)
2017-11-29 09:17:28,803 DEBUG [Ail.Cfgsdk.Driver] Filter KVList:
        'switch_dbid' [int] = 105
        'dn_number' [str] = "7194931222"
        'tenant_dbid' [int] = 101
2017-11-29 09:17:28,803 DEBUG [Ail.StateMachine.ReadObjectsStateMachine] ReadObjectsStateMachine-26421193: ERROR
2017-11-29 09:17:28,803 WARN  [Ail.Cfgsdk.Driver] While sending request,
java.lang.IllegalStateException: Connection is not opened


I suspect that we are losing connections to the Configuration server - however our firewall team was able to trace all active connections to the Genesys configuration server.

At any given time, I just see 3 connections from my application server (via netstat) that we were able to trace back end to end. But I'm confused where does the "connection closed" issue come up from?

Note: Idle time out on Firewall was increased from 30 minutes to 2160 minutes

Any insight will be really helpful to resolve the issue.

[cavagnaro]

Connection is not opened.
So yes, you have some connectivity issues.
On your application try to catch the disconnect event too and send an alarm when it happens


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[water235]

as a rule of thumb all extensions should be mapped to a place -
else it wouldn't work. ( Also for your connection issue - you could get a wireshark trace as well and see what is happening)
Thanks,