SuspendForEvent used for RONA functionality

[Zacharie]

Hi,

I am trying to use this function after the target block but always have timeout result.
Can someone help me please?

Thanks in advance

[cavagnaro]

Pbx?
Logs?


Enviado de meu E6633 usando Tapatalk

[Zacharie]

I use Genesys SIPServer

[Zacharie]

I cannot attach log file

[cavagnaro]

Just put the snippet of the strategy called and up to the DN sends the error, both URS and TServer logs

Enviado de meu E6633 usando Tapatalk

[Zacharie]

URS Extract :

18:49:22.164_T_I_006d02bc3e712001 [14:0c] EventRouteRequest is received for ts ChicagoSIPServer[ChicagoSwitch] (this dn=6665)
    _T_I_006d02bc3e712001 [14:09] add DN ChicagoSIPServer 6665 <6665@ChicagoSwitch> (CDN 71 006d02bc3e712001 028649f8) to the call 1-03fd7c38 truly:11
    _T_I_006d02bc3e712001 [14:08] check delayed proc
    _I_I_006d02bc3e712001 [14:33] strategy: *0x65*01_simple_strategy (2763067070) is attached to the call
18:49:22.172 Int 20001 interaction 006d02bc3e712001 is started
    _I_I_006d02bc3e712001 [01:14] current call classification: media=voice(100), service=default(200), segment=default(300)
18:49:22.179_I_I_006d02bc3e712001 [09:06] >>>>>>>>>>>>start interp()
    _I_I_006d02bc3e712001 [09:04] ASSIGN: __Return(SCRIPT) <- STRING: ""
    _I_I_006d02bc3e712001 [07:46] no error mode for this call
    _I_I_006d02bc3e712001 [09:04] ASSIGN: __Return(SCRIPT) <- STRING: ""
    _I_I_006d02bc3e712001 [09:04] ASSIGN: __DBReturn(SCRIPT) <- STRING: ""
    _I_I_006d02bc3e712001 [09:04] ASSIGN: __DBStrReturn(SCRIPT) <- STRING: ""
    _I_I_006d02bc3e712001 [09:04] ASSIGN: __TargetVar(SCRIPT) <- STRING: ""
18:49:22.180_I_I_006d02bc3e712001 [07:07] HERE IS TARGETS
TARGETS: Bankers@RoutingStatServer.GA
18:49:22.183_M_I_ [17:0c] VQ 04b48800 created: type=0, ten=Resources
===============================
    _M_I_ [17:06] VQ 04b48800 TRG 04e5a908 added: name=Bankers, location=RoutingStatServer, type=GA, state=##state, activity=unknown
    _M_I_ [10:06] SO(04ee3270 -1 0) ten=Resources name=Bankers@RoutingStatServer.GA: stat <##content> created
18:49:22.183_M_I_ [10:4d] SO(04ee3270 -1 0) ten=Resources name=Bankers@RoutingStatServer.GA stat <##content>: opening
18:49:22.183_M_I_ [10:46] SO(04ee3270 -1 0) ten=Resources name=Bankers@RoutingStatServer.GA: progress content updating timer (1440003a) for 20 msec set
18:49:22.183_M_I_ [10:15] SO(04ee3270 -1 0) ten=Resources name=Bankers@RoutingStatServer.GA: content updated #1 <>
CURRENT CONTENT(6): KSippola@RoutingStatServer.A,IA@RoutingStatServer.A,MA@RoutingStatServer.A,JA@RoutingStatServer.A,zhe@RoutingStatServer.A,VH@RoutingStatServer.A
18:49:22.184_M_I_ [10:4f] SO(04ee3270 1 1) ten=Resources name=Bankers@RoutingStatServer.GA: peek stat <##content> 2 (skt 6)
18:49:22.184_M_I_ [10:06] SO(04ee3270 1 1) ten=Resources name=Bankers@RoutingStatServer.GA: stat <##content> asked (ntf 0)

    _M_I_ [10:06] SO(04ee4530 -1 0) ten=Resources name=VQ_Sales_Ch@RoutingStatServer.Q: stat <StatCallsInQueue> created
18:49:22.185_M_I_ [10:4d] SO(04ee4530 -1 0) ten=Resources name=VQ_Sales_Ch@RoutingStatServer.Q stat <StatCallsInQueue>: opening
    _C_I_ [0D:01] converting ten:Resources name:VQ_Sales_Ch to sw:ChicagoSwitch, dn:VQ_Sales_Ch
18:49:22.185_M_I_ [10:4f] SO(04ee4530 3 1) ten=Resources name=VQ_Sales_Ch@RoutingStatServer.Q: peek stat <StatCallsInQueue> 4 (skt 6)
    _C_I_ [0D:01] converting ten:Resources name:VQ_Sales_Ch to sw:ChicagoSwitch, dn:VQ_Sales_Ch
18:49:22.185_M_I_ [10:06] SO(04ee4530 3 1) ten=Resources name=VQ_Sales_Ch@RoutingStatServer.Q: stat <StatCallsInQueue> asked (ntf 0)
    _M_I_ [10:06] SO(04ee45f0 -1 0) ten=Resources name=VQ_Sales_Ch@RoutingStatServer.Q: stat <StatExpectedWaitingTime> created
18:49:22.185_M_I_ [10:4d] SO(04ee45f0 -1 0) ten=Resources name=VQ_Sales_Ch@RoutingStatServer.Q stat <StatExpectedWaitingTime>: opening
    _C_I_ [0D:01] converting ten:Resources name:VQ_Sales_Ch to sw:ChicagoSwitch, dn:VQ_Sales_Ch
18:49:22.185_M_I_ [10:4f] SO(04ee45f0 5 1) ten=Resources name=VQ_Sales_Ch@RoutingStatServer.Q: peek stat <StatExpectedWaitingTime> 6 (skt 6)
    _C_I_ [0D:01] converting ten:Resources name:VQ_Sales_Ch to sw:ChicagoSwitch, dn:VQ_Sales_Ch
18:49:22.185_M_I_ [10:06] SO(04ee45f0 5 1) ten=Resources name=VQ_Sales_Ch@RoutingStatServer.Q: stat <StatExpectedWaitingTime> asked (ntf 0)
18:49:22.185_T_I_006d02bc3e712001 [14:02] sending event 57 for vq VQ_Sales_Ch (0 0 1 0 0 0)


18:49:27.011_M_I_ [10:17] SO(04ee49b0 11 2) ten=Resources name=zhe@RoutingStatServer.A: CHANGE OF STATE (CallRinging->CallInbound)[1523206167 1 0]
    _M_I_ [10:17] SO(04ee49b0 11 2) ten=Resources name=zhe@RoutingStatServer.A: voice media status: 1 1 0
    _M_I_ [10:17] -ready DN 6006 @ ChicagoSwitch (type 1 CallInbound time=1523206167) for ag zhe, pl 6006_Chicago, WaitForNextCall time=1523206167
    _M_I_ [10:17] SO(04ee49b0 11 2) ten=Resources name=zhe@RoutingStatServer.A: 0(1) ready DNs reported, dT=0
received from 65204(ChicagoSIPServer)GENESYS80:7004(fd=) message EventEstablished
AttributeCallState 0
AttributeCallType 2
AttributePropagatedCallType 2
AttributeCallID 16778217
AttributeConnID 006d02bc3e712001
AttributeCallUUID 'QFJITMIGQH4OR5I02AOBFN93M8000001'
AttributeUserData [579] 00 16 00 00..
'RVQID' 'KHBLHH8DBT10J984JOLPICHD9K000001'
'RVQDBID' '640'
'RTargetTypeSelected' '2'
'RTargetRuleSelected' ''
'RTargetObjectSelected' 'Bankers'
'RTargetObjSelDBID' '117'
'RTargetAgentSelected' 'zhe'
'RTargetPlaceSelected' '6006_Chicago'
'RTenant' 'Resources'
'RStrategyName' '01_simple_strategy'
'RStrategyDBID' '10762'
'CBR-actual_volume' ''
'CBR-Interaction_cost' ''
'CBR-contract_DBIDs' ''
'CBR-IT-path_DBIDs' ''
'RRequestedSkillCombination' ''
'RRequestedSkills'(list)
'RTargetRequested' 'Bankers'
'CustomerSegment' 'default'
'ServiceType' 'default'
'ServiceObjective' ''
'PegAGBankers' 1
AttributeDNIS '6665'
AttributeANI '5125'
AttributeThisDN '6006'
AttributeAgentID '1615'
AttributeThisDNRole 2
AttributeThisQueue '6665'
AttributePartyUUID 'F04GIO4V2P12F1EMUP8SGU0S9S000008'
AttributeOtherDN '5125'
AttributeOtherDNRole 1
AttributeExtensions [84] 00 03 00 00..
'OtherTrunkName' 'Trunk_To_SoftPhone_5125'
'BusinessCall' 1
'WrapUpTime' 10
AttributeTimeinSecs 1523206167 (18:49:27)
AttributeTimeinuSecs 10000
AttributeEventSequenceNumber 00000000000002d1
18:49:27.011_T_I_006d02bc3e712001 [14:0c] EventEstablished is received for ts ChicagoSIPServer[ChicagoSwitch] (this dn=6006)

18:49:32.583_I_W_006d02bc3e712001 [07:3a] event waiting time is over
18:49:32.583_I_I_006d02bc3e712001 [09:05] >>>>>>>>>>>>resume interp(0), func:SuspendForEvent
    _I_I_006d02bc3e712001 [09:04] ASSIGN: wait_result(LOCAL) <- STRING: "return:timeout"
request to 65204(ChicagoSIPServer) message RequestUpdateUserData
AttributeReferenceID 229
AttributeUserData [15] 00 01 00 00..
'UD_RONA' '1'
AttributeConnID 006d02bc3e712001
AttributeThisDN '6006'
..sent to GENESYS80:7004(fd=564)
    _I_I_006d02bc3e712001 [09:04] OP_XCALL_NO_RESULT: func Default returns INTERP_STOP(0), go to stop handling
    _I_I_006d02bc3e712001 [01:0a] <<<<<<<<<<<<stop interp

[Zacharie]

Target -> SuspendForevent[10000,EventEstablished,'']-> Attachdata[RONA,0]
                                                        |
                                                        v
                                                      AttachData[RONA,1]

I allways get "return:timeout" even when agent answer the call

[terry]

Basically when call lands on some DN - URS tries to start new strategy.
If strategy for the call is already running then URS need to choose - should it start new strategy and kill old one, just continue old one,
or both - continue old one and start new.
Not possible to say for sure without looking in URS log around events EventRinging and EventEstablsihed but
very likely in described case URS chose third option - this option is chosen by default if call is routed (after EventRouteUsed received).
But it means running 2 strategies with the same ConnID and in such cases one of them (old one) is disconnected from connid and will not get any event with this connid anymore.

You can try to explicitly instruct URS to choose second option (just continue running old strategy and not try to start new).
Possible way set URS option on_route_overlap to one of values: compatible (means relies on option use_ivr_info), ignore (means just continue old strategy), or adaptive (means continue old strategy if DN has no associated strategy or otherwise run both old and new).

[Zacharie]

I Think my solution will never work because the function SuspendforEvent il called after the  Tartget block so after the Event Established.

[Zacharie]

My question now is : Is there a way to make sure in the strategy agent answered the call (EventEstablished) after sending call to a target?

[hsujdik]

[quote author=Zacharie link=topic=10932.msg49662#msg49662 date=1523282151]
My question now is : Is there a way to make sure in the strategy agent answered the call (EventEstablished) after sending call to a target?
[/quote]
[s]You could set the option TServer\divert-on-ringing = false on the annex of the routing point. That way the call would not leave the RP when SIP Server receives 180 Ringing and URS would try other target on the same Requested Agent Group after the timeout has expired.[/s]

Edit: I misread what you needed. You need the URS to monitor the agents' DNs. In order to do that, you need to change the option of <URS NAME>\event_arrive = ringing at the Annex Tab of the Extensions. Also, you need to load a strategy on the DN for URS to start it once the call rings. Check pages 536 through 540 of this manual: https://docs.genesys.com/Special:Repository/81r_ref.pdf?id=7e6f8aca-9156-4d39-945f-e544a7b5229d

[Zacharie]

Hi,

Thank you, this is what I wanted to do.

[victor]

Look into on_route_error - you can specify what to do when DN is not answering.

Cavagnaro is using that when his girlfriend is starting to ignore his calls after he forgot her birthday!