Calls getting stuck on VTO ports Symposium TSrvr

[Tony]

Does anyone experience problems with calls getting stuck on VTO ports. We find a number of calls stuck on these ports on a daily basis and can't figure out what the problem is that causes this to happen.

Anyone have this issue??

[Louisa]

I suffer with the same problem. Sometimes the ports can be freed by calling the port direct but sometimes the port is engaged and a restart of the VTO service is required.

If you get any feedback on cause / fix then please let me know.

Also, I have to keep an eye on CCPulse to see when the ports are blocked is there another way of monitoring / alerting.

[dbm]

We used to get this a lot. It seemed to happen if people hung up whilst in VTO or transferring out. We have also found it a lot better since we upgraded to 6.5 VTO. THe only timew we ever lose ports now is if the we have a Switch reload as the calls get dropped but the Statserver doesn't see the released. In that case ususally calling the port clears the fault.

[Tony]

You can release the stuck call by using a tool called "event tracker" that can release the connID attached to the stuck call. You shouldn't have to restart the VTO Server.

[dbm]

Where do you get event tracker from

[Tony]

It is a tool that was passed down the line. Provide me an email address and I can send it to you.

[Chris]

We had this problem a long time ago. It seems to me that we didn't seem to get anywhere with Genesys Tech Support and eventually another user gave us a solution that worked. It seemed incredibly simple to us, but it did put an end to the problem. We changed the value of "Max Repetitions" in all of our VTO scripts to "1." You might be having a different root cause, but that worked for us, surprisingly enough.

[Vic]

Interesting!
But I don't fully see how it fixes the problem...

[jgalvin]

Can you send me this tool. Thank you.

[Chris]

I didn't, either. The way it was explained to me, though, was that if you left Max Repetitions blank (default), then VTO would (or could) continue to play a treatment on a port over and over and over, even though the actual call has already moved on. Setting the Max Repetitions limits VTO to playing the treatment only one time. Like I said, it sounded a bit odd to me, too, but it did fix our particular problem.

[Steve Perkins]

We had the same problem 2 years ago on 6.1 and when we upgraded to 6.5 it has never happened again.

[Dana Lee]

I would like a copy of the tool also.

Thanks Dana Lee