Tserver drops calles.

[Vivek]

We are using FW6.5 with Lucentg3 switch. After we migrated from 5.1 to 6.5 we had 2 incidents of disconnect between Soft phone and Tserver. When disconnect happened customer calls dropped in the middle, after a few minutes later Soft phone and Tserver reconnected automatically, and agents were able to answer calls.

When the disconnect happened the Tserver log file had a specific message called C_NETWORK_OUT_OF_ORDER

below part of tserver log... this has C_NETWORK_OUT_OF_ORDER.


** link[1] ** 15:24:31.8135
08 02 81 BD 62 96 1C 22 91 A1 1F 02 01 02 02 01 95 40 17 08 02 81 A6 0C 06 80 23 23 23 23 23 10 02 17 2B 96 44 01 81 47 01 84
=== parsed message ===
prot_discr = 8
CRV = 81bd
MsgType = 98 (FACILITY)
Facility: serv_discr = 17(q932_suppl) fac_ie = component_tag = A1(INVOKE)
invoke_id tag: 02, value = 2
operation tag: 02, value = 149(EventReport)
params = q931_tag = 40
list =
Cause: code_std_loc = 1(CCITT_PubNetLocUsr) cause = 38(C_NETWORK_OUT_OF_ORDER)
Connected_Number: type_plan = 0(unknown) address = #####
Call_Id: call_id = 5931
Party_Id: party_id = 1
Specific_Event: value = 4(Disconnect)


Did anyone have this problem or any idea why this happens?

Thanks in advance.

[Jeffery]

Been there. Seen that. We had a similar error in Bangladesh a few months back. Talk to your carrier about improving your QoS.

[Superglide]

I agree, TServer is just reporting on what it is getting back from the PABX. So the error (C_NETWORK_OUT_OF_ORDER) is being generated by the PABX, although it does not explain why the desktop application is disconnecting, unless you are running the TServer from a remote site, in which case that would make sense; then it would be symptomatic of a network (WAN/LAN) error.

[Vivek]

Jaffery thanks for your info. what do you mean by QoS?
Thanks.

[Superglide]

It stands for "Quality of Service". If setup/configured in a network and that network gets really busy (close to 100%) then QOS is triggered. This then gives high priority to your traffic over all the other users.

In our case the TServers are located across town and we access them via a WAN. We have setup QOS for the TServer => PABX and Agent desktop IP traffic, which means that if our network becomes too busy at least the TServer and Agents should remain unaffected.

Does this help?

[Vic]

My initial guess would be QoS. I assume you have SLA with you carrier (Service Layer Agreement) are there any stipulations regarding network outtages, bandwidth, etc?

Unless you have a defective PBX, I would put some blame on the carrier, How often does this problem reoccure?

what does Genesys say?

[Vivek]

Our Tserver and PBX are not in the same location, we have problem with our network, sometimes when I ping the tserver box's ip I get high ping values, therefore we plan to upgrade network.

It happens may be once a month something like that.

Genesys says the problem is in PBX, but I don't think PBX. It must be our network.