Author Topic: How to Handle Stuck Calls? (Read 4039 times)

AirForces2050 · « **on:** December 28, 2020, 01:43:34 PM »

Hi,

I am facing an issue as there are some calls stuck so on CCPulse it appears as entered but not answered or abandoned and this drops the queue SLA.
I couldn't catch this stuck call so anyone know how to identify it from Statserver or Tserver logs?
Also how can I handle such calls?

gen_rtfm · « **Reply #1 on:** December 28, 2020, 01:45:22 PM »

Which tserver and what version are you using?

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cavagnaro · « **Reply #2 on:** December 28, 2020, 02:36:38 PM »

You can configure TServer and/or StatServer options for stuck calls

AirForces2050 · « **Reply #3 on:** December 28, 2020, 02:47:36 PM »

[quote author=gen_rtfm link=topic=11932.msg53682#msg53682 date=1609163122]
Which tserver and what version are you using?

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[/quote]

Tserver 8.1.102.89
Statserver 8.5.105.10

[quote author=cavagnaro link=topic=11932.msg53683#msg53683 date=1609166198]
You can configure TServer and/or StatServer options for stuck calls
[/quote]

I think these options are concerned with release event failed to reach the component but the issue I am facing is regarding answer event. So could these options solve also this issue?

gen_rtfm · « **Reply #4 on:** December 28, 2020, 03:12:20 PM »

Have you been over https://docs.genesys.com/Documentation/FR/latest/MLUG/StkCalls#Using_T-Server

notify-idle-tout, cleanup-idle-tout and periodic-check-tout should be the options to use, what setting do you have for each?

And what kind of pbx is the tserver interfacing with?

The stuck calls options are basically timers resetting with each event occuring for a specific connid. If no events transpire within the set time, the process to clean the call is initiated. So you need to take into account the maximum duration of 'normal' calls so the stuck call cleanup isn't made prematurely.

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hsujdik · « **Reply #5 on:** December 28, 2020, 03:39:07 PM »

Hi...

You mentioned that the Entered > Answered + Abandoned. So I assume you are comparing statistics with the category TotalNumber...

Do you see any calls that appear as stuck in "current" categories such as CurrentNumber and CurrantMaxTime, for example?

The reason I ask is to be sure that the call is really stuck, and not counted as something else. In TotalNumber for queues, Entered should be equals to Answered + Abandoned + AbandonedFromRinging + Cleared, as far as I am aware.

Also, if the call is stuck in statserver, the option you might want to check is "statserver\check-stuck-calls" = yes (default is "no"), and also check-stuck-calls-duration and check-stuck-calls-frequency.
( https://docs.genesys.com/Documentation/Options/Current/RTME/Stat_Server-statserver#check-stuck-calls )

cavagnaro · « **Reply #6 on:** December 28, 2020, 03:42:51 PM »

Actually, entered = distributed + abandon + cleared (cleared works only for VQ)
Distributed = answered + forwarded + unknown

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AirForces2050 · « **Reply #7 on:** January 03, 2021, 11:44:56 AM »

[quote author=gen_rtfm link=topic=11932.msg53685#msg53685 date=1609168340]
Have you been over https://docs.genesys.com/Documentation/FR/latest/MLUG/StkCalls#Using_T-Server

notify-idle-tout, cleanup-idle-tout and periodic-check-tout should be the options to use, what setting do you have for each?

And what kind of pbx is the tserver interfacing with?

The stuck calls options are basically timers resetting with each event occuring for a specific connid. If no events transpire within the set time, the process to clean the call is initiated. So you need to take into account the maximum duration of 'normal' calls so the stuck call cleanup isn't made prematurely.

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[/quote]

Thank you a lot for the info. Actually non of these options are set on our environment, I will have a look at them to set them.

[quote author=hsujdik link=topic=11932.msg53686#msg53686 date=1609169947]
Hi...

You mentioned that the Entered > Answered + Abandoned. So I assume you are comparing statistics with the category TotalNumber...

Do you see any calls that appear as stuck in "current" categories such as CurrentNumber and CurrantMaxTime, for example?

The reason I ask is to be sure that the call is really stuck, and not counted as something else. In TotalNumber for queues, Entered should be equals to Answered + Abandoned + AbandonedFromRinging + Cleared, as far as I am aware.

Also, if the call is stuck in statserver, the option you might want to check is "statserver\check-stuck-calls" = yes (default is "no"), and also check-stuck-calls-duration and check-stuck-calls-frequency.
( https://docs.genesys.com/Documentation/Options/Current/RTME/Stat_Server-statserver#check-stuck-calls )
[/quote]

[quote author=cavagnaro link=topic=11932.msg53687#msg53687 date=1609170171]
Actually, entered = distributed + abandon + cleared (cleared works only for VQ)
Distributed = answered + forwarded + unknown

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[/quote]

That's a very good point. Actually, those fields weren't existing in CCPulse reports as we were looking only for answered, abandoned and cleared. I have added them and we will keep monitoring to catch the issue if it is actually stuck calls or counted as something else.

Thanks a lot for all of you for the very helpful info

cavagnaro · « **Reply #8 on:** January 04, 2021, 04:59:00 PM »

For stuck you will see this:

In CCPulse:
Current Waiting Calls: 1
However, all your agents free
You call to your RP and your call goes to an agent directly
All your agents free except that one that got your call

Current Waiting Calls: Still 1
And Max Waiting Time will be an absurd time

AirForces2050 · « **Reply #9 on:** January 20, 2021, 08:56:29 PM »

I was able to catch the cause of the issue but don't know why this is happening.
The cause is that for these calls not all TServer Events are sent to the statserver.
The call continues on TServer normally till gets EventReleased but on statserver the last Tevent received is EventDiverted. So statsever sees the call as Entered but not answered, abanonded,etc..

Any idea why this is happening?

cavagnaro · « **Reply #10 on:** January 21, 2021, 12:08:50 AM »

Last TServer version?
Network issues?
Addp enabled?

Can you post some good logs VS bad logs?

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AirForces2050 · « **Reply #11 on:** January 21, 2021, 11:03:19 PM »

[quote author=cavagnaro link=topic=11932.msg53719#msg53719 date=1611187730]
Last TServer version?
Network issues?
Addp enabled?

Can you post some good logs VS bad logs?

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[/quote]

TServer version 8.1.102.89
No network issues as we have some calls in same time working normaly.
Addp is disabled

TServer logs are similar, the difference in statserver log as below.

[b]Working Sample:
[/b]

[code]00:34:24.844 Int 04543 Interaction message "EventQueued("Diamond_VQ")" received from 65201 ("sipserver_sv_p")
00:34:24.845> Server: Switch 'SV_SW'->'EventQueued'
TimeStamp '2021-01-21 00:34:24'
ReferenceID -1
ThisDN 'Diamond_VQ'
ConnID 01a4030afff578bb (118222835997309115)
Call Type 'Inbound'
This Queue 'Diamond_VQ'
DNIS '333'
ANI '1141997090'
CustomerID 'Environment'
Media Type 'voice'
UserData
Extensions
00:34:24.845> Server: Call '01a4030afff578bb' on VQ 'Diamond_VQ@SV_SW' is recharged. Timeout=60 sec
00:34:24.845> Server: Registered call '01a4030afff578bb' on VQ 'Diamond_VQ@SV_SW' with stuck calls checker
00:34:24.845> Action: (owned) VirtualACDQueue 'Diamond_VQ@SV_SW'(Monitored): 1 calls queued
00:34:24.845> Server: Switch 'SV_SW'->'EventAttachedDataChanged'
TimeStamp '2021-01-21 00:34:24'
ReferenceID -1
ThisDN 'Diamond_VQ'
ConnID 01a4030afff578bb (118222835997309115)
Call Type 'Inbound'
This Queue 'Diamond_VQ'
DNIS '333'
ANI '1141997090'
CustomerID 'Environment'
Media Type 'voice'
UserData
Extensions
00:34:24.969> Server: Call '01a4030afff578bb' on VQ 'Diamond_VQ@SV_SW' is recharged. Timeout=60 sec
00:34:24.969> Action: (owned) VirtualACDQueue 'Diamond_VQ@SV_SW'(Monitored): 1 calls queued
00:34:24.969 Int 04543 Interaction message "EventAttachedDataChanged("Diamond_VQ")" received from 65201 ("sipserver_sv_p")
00:34:24.969> Server: Switch 'SV_SW'->'EventAttachedDataChanged'
TimeStamp '2021-01-21 00:34:24'
ReferenceID -1
ThisDN 'Diamond_VQ'
ConnID 01a4030afff578bb (118222835997309115)
Call Type 'Inbound'
This Queue 'Diamond_VQ'
DNIS '333'
ANI '1141997090'
CustomerID 'Environment'
Media Type 'voice'
UserData
Extensions
00:34:24.969> Server: Call '01a4030afff578bb' on VQ 'Diamond_VQ@SV_SW' is recharged. Timeout=60 sec
00:34:24.969> Action: (owned) VirtualACDQueue 'Diamond_VQ@SV_SW'(Monitored): 1 calls queued
00:34:25.034 Int 04543 Interaction message "EventQueued("98014")" received from 65201 ("sipserver_sv_p")
00:34:25.034> Server: Switch 'SV_SW'->'EventQueued'
TimeStamp '2021-01-21 00:34:25'
ThisDN '98014'
ConnID 01a4030afff578bb (118222835997309115)
FirstTransferConnID 01a4030afff578bb (118222835997309115)
Call Type 'Inbound'
This Queue '98014'
DNIS '333_CC'
ANI '1141997090'
CustomerID 'Environment'
Media Type 'voice'
UserData
Extensions
00:34:25.034> Action: (owned) ExtRoutingPoint '98014@SV_SW'(Monitored): 0 calls queued
00:34:25.034 Int 04543 Interaction message "EventRouteRequest("98014")" received from 65201 ("sipserver_sv_p")
00:34:25.034> Server: Switch 'SV_SW'->'EventRouteRequest'
TimeStamp '2021-01-21 00:34:25'
ThisDN '98014'
ConnID 01a4030afff578bb (118222835997309115)
FirstTransferConnID 01a4030afff578bb (118222835997309115)
Call Type 'Inbound'
This Queue '98014'
DNIS '333_CC'
ANI '1141997090'
CustomerID 'Environment'
Media Type 'voice'
UserData
00:34:25.034> Action: (owned) ExtRoutingPoint '98014@SV_SW'(Monitored): 1 calls queued
00:34:25.059 Int 04543 Interaction message "EventDiverted("Diamond_VQ")" received from 65201 ("sipserver_sv_p")
00:34:25.059> Server: Switch 'SV_SW'->'EventDiverted'
TimeStamp '2021-01-21 00:34:25'
ReferenceID -1
ThisDN 'Diamond_VQ'
ConnID 01a4030afff578bb (118222835997309115)
Call Type 'Inbound'
This Queue 'Diamond_VQ'
DNIS '333'
ANI '1141997090'
CustomerID 'Environment'
Media Type 'voice'
ThirdPartyDN '98014'
UserData
Reasons
00:34:25.059> Server: Unregistered call '01a4030afff578bb' on VQ 'Diamond_VQ@SV_SW' with stuck calls checker
00:34:25.113> Server: Switch 'SV_SW'->'EventRouteUsed'
TimeStamp '2021-01-21 00:34:25'
ThisDN '98014'
ConnID 01a4030afff578bb (118222835997309115)
FirstTransferConnID 01a4030afff578bb (118222835997309115)
Call Type 'Inbound'
This Queue '98014'
DNIS '333_CC'
ANI '1141997090'
CustomerID 'Environment'
Media Type 'voice'
ThirdPartyDN '612227'
UserData
00:34:25.114> Action: (owned) ExtRoutingPoint '98014@SV_SW'(Monitored): 0 calls queued
00:34:25.114 Int 04543 Interaction message "EventDiverted("98014")" received from 65201 ("sipserver_sv_p")
00:34:25.114> Server: Switch 'SV_SW'->'EventDiverted'
TimeStamp '2021-01-21 00:34:25'
ThisDN '98014'
ConnID 01a4030afff578bb (118222835997309115)
FirstTransferConnID 01a4030afff578bb (118222835997309115)
Call Type 'Inbound'
This Queue '98014'
DNIS '333_CC'
ANI '1141997090'
CustomerID 'Environment'
Media Type 'voice'
ThirdPartyDN '612227'
UserData
00:34:25.114> Action: (owned) ExtRoutingPoint '98014@SV_SW'(Monitored): 0 calls queued
00:34:25.114 Int 04543 Interaction message "EventRinging("612227")" received from 65201 ("sipserver_sv_p")
00:34:25.114> Server: Switch 'SV_SW'->'EventRinging'
TimeStamp '2021-01-21 00:34:25'
ThisDN '612227'
ConnID 01a4030afff578bb (118222835997309115)
FirstTransferConnID 01a4030afff578bb (118222835997309115)
Call Type 'Inbound'
Agent LoginID '71352'
This Queue '98014'
DNIS '333_CC'
ANI '1141997090'
CustomerID 'Environment'
Media Type 'voice'
UserData
Extensions
00:34:25.121> Server: Switch 'SV_SW'->'EventAttachedDataChanged'
TimeStamp '2021-01-21 00:34:25'
ThisDN '612227'
ConnID 01a4030afff578bb (118222835997309115)
FirstTransferConnID 01a4030afff578bb (118222835997309115)
Call Type 'Inbound'
DNIS '333_CC'
ANI '1141997090'
CustomerID 'Environment'
Media Type 'voice'
UserData
00:34:28.050> Server: Switch 'SV_SW'->'EventEstablished'
TimeStamp '2021-01-21 00:34:28'
ThisDN '612227'
ConnID 01a4030afff578bb (118222835997309115)
FirstTransferConnID 01a4030afff578bb (118222835997309115)
Call Type 'Inbound'
Agent LoginID '71352'
This Queue '98014'
DNIS '333_CC'
ANI '1141997090'
CustomerID 'Environment'
Media Type 'voice'
UserData
Extensions
00:34:28.061> Server: Switch 'SV_SW'->'EventAttachedDataChanged'
TimeStamp '2021-01-21 00:34:28'
ThisDN '612227'
ConnID 01a4030afff578bb (118222835997309115)
FirstTransferConnID 01a4030afff578bb (118222835997309115)
Call Type 'Inbound'
DNIS '333_CC'
ANI '1141997090'
CustomerID 'Environment'
Media Type 'voice'
UserData

00:34:28.371> Server: Switch 'SV_SW'->'EventUserEvent'
TimeStamp '2021-01-21 00:34:28'
ReferenceID 24154858
ThisDN '612227'
ConnID 01a4030afff578bb (118222835997309115)
Call Type 'Unknown'
CustomerID 'Environment'
Media Type 'voice'
UserData
00:36:26.722> Server: Switch 'SV_SW'->'EventReleased'
TimeStamp '2021-01-21 00:36:26'
ThisDN '612227'
ConnID 01a4030afff578bb (118222835997309115)
FirstTransferConnID 01a4030afff578bb (118222835997309115)
Call Type 'Inbound'
Agent LoginID '71352'
This Queue '98014'
DNIS '666_CC'
ANI '1141997090'
CustomerID 'Environment'
Media Type 'voice'
Reliability '-1'
UserData
Extensions
[/code]

[b]Defected Sample:
[/b]

[code]03:05:44.037> Server: Switch 'SV_SW'->'EventQueued'
TimeStamp '2021-01-17 03:05:44'
ReferenceID -1
ThisDN 'Diamond_VQ'
ConnID 01a4030affee0fe2 (118222835996823522)
Call Type 'Inbound'
This Queue 'Diamond_VQ'
DNIS '666'
ANI '1114092225'
CustomerID 'Environment'
Media Type 'voice'
UserData
Extensions

03:05:44.038> Server: Call '01a4030affee0fe2' on VQ 'Diamond_VQ@SV_SW' is recharged. Timeout=60 sec
03:05:44.038> Server: Registered call '01a4030affee0fe2' on VQ 'Diamond_VQ@SV_SW' with stuck calls checker
03:05:44.038> Server: Next VQ stuck calls check in 600 sec

03:05:44.038> Server: Switch 'SV_SW'->'EventAttachedDataChanged'
TimeStamp '2021-01-17 03:05:44'
ReferenceID -1
ThisDN 'Diamond_VQ'
ConnID 01a4030affee0fe2 (118222835996823522)
Call Type 'Inbound'
This Queue 'Diamond_VQ'
DNIS '666'
ANI '1114092225'
CustomerID 'Environment'
Media Type 'voice'
UserData
Extensions
03:05:44.038> Server: Call '01a4030affee0fe2' on VQ 'Diamond_VQ@SV_SW' is recharged. Timeout=60 sec

03:05:44.159> Server: Switch 'SV_SW'->'EventAttachedDataChanged'
TimeStamp '2021-01-17 03:05:44'
ReferenceID -1
ThisDN 'Diamond_VQ'
ConnID 01a4030affee0fe2 (118222835996823522)
Call Type 'Inbound'
This Queue 'Diamond_VQ'
DNIS '666'
ANI '1114092225'
CustomerID 'Environment'
Media Type 'voice'
UserData
Extensions
03:05:44.160> Server: Call '01a4030affee0fe2' on VQ 'Diamond_VQ@SV_SW' is recharged. Timeout=60 sec
03:05:44.160> Action: (owned) VirtualACDQueue 'Diamond_VQ@SV_SW'(Monitored): 1 calls queued

03:05:44.160 Int 04543 Interaction message "EventAttachedDataChanged("Diamond_VQ")" received from 65201 ("sipserver_sv_p")
03:05:44.160> Server: Switch 'SV_SW'->'EventAttachedDataChanged'
TimeStamp '2021-01-17 03:05:44'
ReferenceID -1
ThisDN 'Diamond_VQ'
ConnID 01a4030affee0fe2 (118222835996823522)
Call Type 'Inbound'
This Queue 'Diamond_VQ'
DNIS '666'
ANI '1114092225'
CustomerID 'Environment'
Media Type 'voice'
UserData
Extensions
03:05:44.160> Server: Call '01a4030affee0fe2' on VQ 'Diamond_VQ@SV_SW' is recharged. Timeout=60 sec
03:05:44.160> Action: (owned) VirtualACDQueue 'Diamond_VQ@SV_SW'(Monitored): 1 calls queued
03:05:44.270 Int 04543 Interaction message "EventDiverted("Diamond_VQ")" received from 65201 ("sipserver_sv_p")
03:05:44.270> Server: Switch 'SV_SW'->'EventDiverted'
TimeStamp '2021-01-17 03:05:44'
ReferenceID -1
ThisDN 'Diamond_VQ'
ConnID 01a4030affee0fe2 (118222835996823522)
Call Type 'Inbound'
This Queue 'Diamond_VQ'
DNIS '666'
ANI '1114092225'
CustomerID 'Environment'
Media Type 'voice'
ThirdPartyDN '01119204005'
UserData
Reasons
03:05:44.270> Server: Unregistered call '01a4030affee0fe2' on VQ 'Diamond_VQ@SV_SW' with stuck calls checker
03:05:44.270> Server: Stopped VQ stuck calls checker
03:05:44.270> Action: (owned) VirtualACDQueue 'Diamond_VQ@SV_SW'(Monitored): 0 calls queued[/code]

hsujdik · « **Reply #12 on:** January 22, 2021, 02:05:17 PM »

Do you see on T-Server logs something similar to: Client xxx disconnected. Reason: too slow ?

cavagnaro · « **Reply #13 on:** January 22, 2021, 03:10:38 PM »

Your TServer is quite old...try to upgrade. Guess your StatServer is also old. First recommendation is to upgrade to fix a lot of bugs

AirForces2050 · « **Reply #14 on:** January 24, 2021, 12:18:29 PM »

[quote author=hsujdik link=topic=11932.msg53721#msg53721 date=1611324317]
Do you see on T-Server logs something similar to: Client xxx disconnected. Reason: too slow ?
[/quote]

Nope can't find it.

[quote author=cavagnaro link=topic=11932.msg53722#msg53722 date=1611328238]
Your TServer is quite old...try to upgrade. Guess your StatServer is also old. First recommendation is to upgrade to fix a lot of bugs
[/quote]

Thank you, looking forward to doing it.

Genesys CTI User Forum

News:

Author Topic: How to Handle Stuck Calls? (Read 4039 times)

AirForces2050

How to Handle Stuck Calls?

gen_rtfm

Re: How to Handle Stuck Calls?

cavagnaro

Re: How to Handle Stuck Calls?

AirForces2050

Re: How to Handle Stuck Calls?

gen_rtfm

Re: How to Handle Stuck Calls?

hsujdik

Re: How to Handle Stuck Calls?

cavagnaro

Re: How to Handle Stuck Calls?

AirForces2050

Re: How to Handle Stuck Calls?

cavagnaro

Re: How to Handle Stuck Calls?

AirForces2050

Re: How to Handle Stuck Calls?

cavagnaro

Re: How to Handle Stuck Calls?

AirForces2050

Re: How to Handle Stuck Calls?

hsujdik

Re: How to Handle Stuck Calls?

cavagnaro

Re: How to Handle Stuck Calls?

AirForces2050

Re: How to Handle Stuck Calls?