Author Topic: Calls being abandoned while ringing on Agent's phone  (Read 13764 times)

DJM

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Calls being abandoned while ringing on Agent's phone
« on: February 01, 2007, 02:14:45 AM »
Hi all,

Genesys 7.1 URS/T-Server etc, Nortel Meridian/Symposium environment

We are having a problem whereby callers are reporting that they are getting cut off after the call exits the IVR. (which is when the Target Agent Strategy runs)

Looking in the logs, it just appears as tho the caller hung up when the call was ringing on the agent's phone (they don't have auto-answer here)

For example:

@11:16:58.2300
  • 7.1.003.03 distribute_event: message EventRinging

.
.
@11:17:01.7770 [<<] FF 0A 00 38 06 00 00 08 0F 00 37 04 04 51 36 08 00 08 32 34 32 38 38 03 06 3A 04 16 84 39 0D 00 00 30 36 39 35 32 32 35 39 30 32 03 08 96 06 00 00 02 09 5F 05 0B 11 02
   Status Change
   This Device TN:451
   This Device DN:Internal, 2428
   This Device Status:Unringing
   Other Device TN:1684
   Other Device DN:Unknown, XXXXXX
   Call Type:8
   Call ID:209
   Enhanced Time Stamp:11:17:02

@11:17:01.7770
  • 7.1.003.03 distribute_event: message EventAbandoned


Callers are reporting that they get disconnected after 'leaving the IVR', but really that doesn't mean a lot, as the call could have left the IVR, been transfered back to targetgent RoutePoint, ran strategy, targeting and routed call to the Agent, and then something happened after eventringing..

Anyone ever seen something like this before??

Quite a tough one, the CSC is saying this is affecting (or is it effecting  :-[) their KPIs, as some abandons may not be valid

many thanks


Offline cavagnaro

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Re: Calls being abandoned while ringing on Agent's phone
« Reply #1 on: February 01, 2007, 02:40:52 AM »
  • Best Answer
  • Maybe a log more complete will help to see the full problem.
    What PBX are you using? Was this working ok? any recent change on PBX or Genesys?
    Does it fails on internal calls too?
    I remember an issue where using  a VTO external calls where not routed properly, had to do a change on PBX to make it work, mine was Alcatel OXE.

    Jeff

    • Guest
    Re: Calls being abandoned while ringing on Agent's phone
    « Reply #2 on: February 01, 2007, 01:33:43 PM »
  • Best Answer
  • Maybe a log more complete will help to see the full problem.
    What PBX are you using? Was this working ok? any recent change on PBX or Genesys?
    Does it fails on internal calls too?
    I remember an issue where using  a VTO external calls where not routed properly, had to do a change on PBX to make it work, mine was Alcatel OXE.

    He said it was Nortel and that it was Symposium.  ;D

    DJM - please post T-Server log, because otherwise we would be just guessing.

    Here are some of the things to watch out for:

    1. route-consult-call = true in URS
    2. no-call-disconnect = 4 (I hope)

    please post the log here :)

    (if you need to remove some attach-data with client info, by all means, of course)



    Offline DJM

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    Re: Calls being abandoned while ringing on Agent's phone
    « Reply #3 on: February 01, 2007, 07:54:53 PM »
  • Best Answer
  • Hi guys,

    here is t-server log, have had to do a LOT of find and replaces to hide KVPs, just because of the fact that whatever I post, anyone could look at (ie people outside of this community)

    URS options Jeff as follows:

    [default]
    agent_reservation=false
    automatic_attach=false
    call_tracking=true
    compat_treatments=true
    default_destination=
    default_object=agent
    extrouter_timeout=0
    give_treatment=false
    hide_private_data=false
    ignore_customer_id=true
    on_route_error=reroute
    on_router_activated=default
    reg_delay=2
    report_targets=true
    request_timeout=0
    route_consult_call=false
    skip_targets=never
    targets_order=random
    transfer_time=15
    transfer_to_agent=false
    transition_time=15
    unloaded_cdn=defaultignore
    use_agent_capacity=false
    use_agentid=false
    use_dn_type=extension
    use_extrouter=true
    use_ivr_info=true
    use_service_objective=false
    use_translation=false
    validate=false
    verbose=true
    verification_time=1


    And here is the t-server log. call in question is 007b016b51b948e6

    many thanks

    Oh, in terms of recent changes etc etc.. Yes there have been recent changes, but this issue has been around for a while, but the customer is now bringing it up again, as a new release (new strategies etc) has been made. Only happens occasionally, hasn't been reported to happen for any internal calls.

    Tserver for Nortel Communication Server 1000 with SCCS/MLS, Version: 7.1.003.03 Compiled: Aug 29 2005 10:49:57
    Genesys Telecommunications Laboratories, Inc., Copyright 1991 - 2005
    Application name: T-Server_A
    Application type: TServer (1)
    Command line:     XXX
    Host name:        XXX
    DST:              XXX
    Time zone:        XXX
    UTC time:         XXX
    Local time:       XXX
    Start time (UTC): XXX
    Running time:     XXX
    Host info:        Windows 5.0.2195, 2, Service Pack 4, 4.0, 0112, 3
    File:             (59) XXX

    *--> From where router is about to push the call to the agent on DN 2428

    11:16:58.027 Trc 04541 RequestRouteCall received from 564 (0006 CIM_URS_a)
    message RequestRouteCall
       AttributeThisDN   '4411'
       AttributeConnID   007b016b51b948e6
       AttributeOtherDN   '2428'
       AttributeExtensions   [290] 00 0A 00 00..
          'DEFAULT#'   '4300'
          'CUSTOMER_ID'   'Resources'
          'VQ'   'aVQ'
          'AGENT'   'AnAgent'
          'PLACE'   'aPlace'
          'DN'   '2428'
          'ACCESS'   '2428'
          'SWITCH'   'XXXXX'
          'NVQ'   1
          'TARGET'   '?:aSkill > 0 & aSkill  > 0 & aSkill  >= 8@StatServer_Rtg_a.GA'
       AttributeRouteType   0 (RouteTypeUnknown)
       AttributeReferenceID   2058
    11:16:58.027 Int 04543 Interaction message "RequestRouteCall" received from 564 ("CIM_URS_a")
    @11:16:58.0270 [tsgctm] Distributing request RequestRouteCall
    @11:16:58.0270 [mlink] Party [007b016b51b948e6:4411,s2048,at4,r2,l1] (reqRouteCall)
       Route Call
       Reference ID:7437
       Call ID:209
       Controlled DN:4411
       Destination Address:Unknown, 2428
    @11:16:58.0270 [>>] FF 0A 00 1E 06 74 37 0D 09 00 96 06 00 00 02 09 4B 06 34 34 31 31 31 08 00 00 32 34 32 38
    @11:16:58.0730 [<<] FF 0A 00 21 06 F4 37 0D 0A 00 96 06 00 00 02 09 31 08 00 00 32 34 32 38 4B 06 34 34 31 31 AA 03 00
       Route Call Response
       Reference ID:7437
       Call ID:209
       Destination Address:Unknown, 2428
       Controlled DN:4411
       Call Status:Successful
    @11:16:58.0730 [mlink] (processRouteCallResponse)
    @11:16:58.0730 [gctm] distributing EventRouteUsed to model
    @11:16:58.0730 [gctm] request RequestRouteCall deactivated in reqMgr
    @11:16:58.0730 [gctm] Call [007b016b51b948e6/209,s6,t7] distributing EventRouteUsed
    @11:16:58.0730 [gctm] Call [007b016b51b948e6/209,s6,t7] processRouteUsed
    @11:16:58.0730 [gctm] Call [007b016b51b948e6/209,s6,t7] EventReleased delayed for party match.
    @11:16:58.2300 [<<] FF 0A 00 1E 06 00 00 0D 0C 00 96 06 00 00 02 09 31 08 00 00 32 34 32 38 4B 06 34 34 31 31
       Route Call Routed
       Call ID:209
       Destination Address:Unknown, 2428
       Controlled DN:4411
    @11:16:58.2300 [mlink] (processRouteCallRouted)
    @11:16:58.2300 [gctm] distributing EventRouteUsed to model
    @11:16:58.2300 [gctm] Call [007b016b51b948e6/209,s6,t7] distributing EventRouteUsed
    @11:16:58.2300 [gctm] Call [007b016b51b948e6/209,s6,t7] processRouteUsed
    @11:16:58.2300 [gctm] Call [007b016b51b948e6/209,s6,t7] EventReleased ignored, already have release.
    @11:16:58.2300 [<<] FF 0A 00 3B 06 00 00 08 0F 00 37 04 04 51 36 08 00 08 32 34 32 38 38 03 03 3A 04 16 84 39 0D 00 00 30 36 39 35 32 32 35 39 30 96 06 00 00 02 09 5F 05 0B 10 3A E2 06 00 03 00 11
       Status Change
       This Device TN:451
       This Device DN:Internal, 2428
       This Device Status:Ringing
       Other Device TN:1684
       Other Device DN:Unknown, 069522590
       Call ID:209
       Enhanced Time Stamp:11:16:58
       RouteMember:30011
    @11:16:58.2300 [mlink] (processStatusChange)
    @11:16:58.2300 [mlink] (processScRinging)
    @11:16:58.2300 [gctm] distributing EventRinging to model
    @11:16:58.2300 [gctm] Call [007b016b51b948e6/209,s6,t7] distributing EventRinging
    @11:16:58.2300 [mlink] Call [007b016b51b948e6/521,s6,t7] (processRinging)
    @11:16:58.2300 [mlink] Call [007b016b51b948e6/521,s6,t7] (verifyRouteUsed). Generating EvRouteUsed.
    @11:16:58.2300 [gctm] Call [007b016b51b948e6/209,s6,t7] distributing EventRouteUsed
    @11:16:58.2300 [gctm] Call [007b016b51b948e6/209,s6,t7] processRouteUsed
    @11:16:58.2300 [gctm] Call [007b016b51b948e6/209,s6,t7] EventReleased ignored, already have release.
    @11:16:58.2300 [gctm] Call [007b016b51b948e6/209,s6,t7] processRinging
    @11:16:58.2300 [gctm] Party [007b016b51b948e6:4411,s800,at4,r2,l1] release-party certain match to EventRinging
    @11:16:58.2300 [gctm] Call [007b016b51b948e6/209,s6,t7] ReleaseParty match found.
    @11:16:58.2300 [gctm] Party [007b016b51b948e6:4411,s800,at4,r2,l1] processRouteUsed
    @11:16:58.2300 [gctm] Party [007b016b51b948e6:4411,s800,at4,r2,l1] Changing state to 0
    @11:16:58.2300
    • 7.1.003.03 distribute_response: message EventRouteUsed

       AttributeTimeinuSecs   230000
       AttributeTimeinSecs   1170213418 (11:16:58)
       AttributeThirdPartyDNRole   2
       AttributeThirdPartyDN   '2428'
       AttributeThisQueue   '4411'
       AttributeCallState   0
       AttributeOtherDN   '069522590'
       AttributeOtherDNRole   1
       AttributeOtherTrunk   5764
       AttributeThisDNRole   2
       AttributeThisDN   '4411'
       AttributeExtensions   [46] 00 02 00 00..
          'OrigAddress'   '069522590'
          'OrigAddrType'   bin: 00 00
       AttributeANI   '069522590'
       AttributeDNIS   '8601'
       AttributeUserData   [1272] 00 28 00 00..
          KVPs
          RRequestedSkills'(list)
          'PegRejected'   1
          KVPs
          'RTargetAgentGroup'   '?:ASkill > 0 & ASkill > 0 & ASkill >= 8'
          'RTargetRuleSelected'   ''
          'RTargetTypeSelected'   '2'
          'RTargetObjectSelected'   '?:ASkill > 0 & ASkill > 0 & ASkill >= 8'
          'RTargetAgentSelected'   'AnAgent'
          'RTargetPlaceSelected'   'aPlace'
          'RTenant'   'Resources'
          'RStrategyName'   'Voice Routing strat'
          'RTargetUsed'(list) 'TargetType'   '2'
                              'TargetName'   '?:ASkill > 0 & ASkill > 0 & ASkill >= 8'
          'RRequestedSkillCombination'   ''
       AttributeConnID   007b016b51b948e6
       AttributeCallID   521
       AttributeCallType   2
       AttributeReferenceID   2058
    11:16:58.230 Int 04544 Interaction message "EventRouteUsed" generated
    11:16:58.230 Trc 04542 EventRouteUsed sent to 564 (0006 CIM_URS_a)
    11:16:58.230 Trc 04542 EventRouteUsed sent to 628 (003b CIM_StatServer_Rtg_b)
    11:16:58.230 Trc 04542 EventRouteUsed sent to 556 (003a CIM_StatServer_Rtg_a)
    11:16:58.230 Trc 04542 EventRouteUsed sent to 636 (0039 CIM_URS_b)
    11:16:58.230 Trc 04542 EventRouteUsed sent to 604 (0020 CIM_StatServer_Rep_b)
    11:16:58.230 Trc 04542 EventRouteUsed sent to 596 (001e CIM_StatServer_b)
    11:16:58.230 Trc 04542 EventRouteUsed sent to 548 (0004 CIM_StatServer_a)
    11:16:58.230 Trc 04542 EventRouteUsed sent to 532 (0002 CIM_StatServer_Ga)
    @11:16:58.2300 [gctm] request RequestRouteCall removed from reqMgr
    @11:16:58.2300 [ISCC] Debug: Party removed [ssp view]:
       @ c:007b016b51b948e6,01f44c30 @ m:0000000000000000,00000000,0000000000000000 p:2 i:00000209 nw:00000000:0000000000000000 t:2
         p:01f55020 @ c:007b016b51b948e6,01f44c30 r:1 t:1 s:0 n:069522590
       - p:01f4b010 @ c:007b016b51b948e6,01f44c30 r:2 t:0 s:0 n:4411
    @11:16:58.2300 [ISCC] Debug: Party removed:
       @ c:007b016b51b948e6,01f44c30 @ m:0000000000000000,00000000 p:2 i:00000209 nw:0000000000000000 t:2
         p:0000000000000000,01f55020 @ c:007b016b51b948e6,01f44c30 r:1 ------ n:069522590:
       - p:0000000000000000,01f4b010 @ c:007b016b51b948e6,01f44c30 r:2 ------ n:4411:
    @11:16:58.2300 [ISCC] Debug: Party object is removed: p:0000000000000000,00000000 n:4411:
    @11:16:58.2300 [gctm] Party [007b016b51b948e6:4411,s0,at4,r2,l1] deleting.
    @11:16:58.2300 [gctm] Party [007b016b51b948e6:2428,s0,at1,r2,l1] created.
    @11:16:58.2300 [gctm] Party [007b016b51b948e6:2428,s0,at1,r2,l1] processRinging
    @11:16:58.2300 [gctm] Party [007b016b51b948e6:2428,s0,at1,r2,l1] Changing state to a
    @11:16:58.2300 [ISCC] Debug: Party added [ssp view]:
       @ c:007b016b51b948e6,01f44c30 @ m:0000000000000000,00000000,0000000000000000 p:2 i:00000209 nw:00000000:0000000000000000 t:2
         p:01f55020 @ c:007b016b51b948e6,01f44c30 r:1 t:1 s:0 n:069522590
       + p:01f51730 @ c:007b016b51b948e6,01f44c30 r:2 t:0 s:0 n:2428
    @11:16:58.2300 [ISCC] Debug: Party added:
       @ c:007b016b51b948e6,01f44c30 @ m:0000000000000000,00000000 p:2 i:00000209 nw:0000000000000000 t:2
         p:0000000000000000,01f55020 @ c:007b016b51b948e6,01f44c30 r:1 ------ n:069522590:
       + p:0000000000000000,01f51730 @ c:007b016b51b948e6,01f44c30 r:2 ------ n:2428:
    @11:16:58.2300 [BSYNC] Trace: Send to backup (T-Server_B) [580]: message EventCallPartyState
       AttributeDN   '2428'
       AttributePartyID   407b016b51b97508
       AttributeConnID   007b016b51b948e6
    @11:16:58.2300 [BSYNC] Trace: Sent
    @11:16:58.2300
    • 7.1.003.03 distribute_event: message EventRinging

       AttributeTimeinuSecs   230000
       AttributeTimeinSecs   1170213418 (11:16:58)
       AttributeCallState   0
       AttributeOtherDN   '069522590'
       AttributeOtherDNRole   1
       AttributeOtherTrunk   5764
       AttributeThisTrunk   1105
       AttributeThisDNRole   2
       AttributeThisDN   '2428'
       AttributeExtensions   [46] 00 02 00 00..
          'OrigAddress'   '069522590'
          'OrigAddrType'   bin: 00 00
       AttributeANI   '069522590'
       AttributeDNIS   '8601'
       AttributeUserData   [1272] 00 28 00 00..
          KVPs
          'RRequestedSkills'(list)
          KVPs
          'RTargetAgentGroup'   '?:ASkill > 0 & ASkill > 0 & ASkill >= 8'
          'RTargetRuleSelected'   ''
          'RTargetTypeSelected'   '2'
          'RTargetObjectSelected'   '?:ASkill > 0 & ASkill > 0 & ASkill >= 8'
          'RTargetAgentSelected'   'AnAgent'
          'RTargetPlaceSelected'   'APlace'
          'RTenant'   'Resources'
          'RStrategyName'   'Voice Routing'
          'RTargetUsed'(list) 'TargetType'   '2'
                              'TargetName'   '?:ASkill > 0 & ASkill > 0 & ASkill >= 8'
          'RRequestedSkillCombination'   ''
       AttributeConnID   007b016b51b948e6
       AttributeCallID   521
       AttributeCallType   2
    11:16:58.230 Int 04544 Interaction message "EventRinging" generated
    11:16:58.230 Trc 04542 EventRinging sent to 612 (0137 DesktopToolkitX)
    11:16:58.230 Trc 04542 EventRinging sent to 628 (003b CIM_StatServer_Rtg_b)
    11:16:58.230 Trc 04542 EventRinging sent to 556 (003a CIM_StatServer_Rtg_a)
    11:16:58.230 Trc 04542 EventRinging sent to 604 (0020 CIM_StatServer_Rep__B)
    11:16:58.230 Trc 04542 EventRinging sent to 596 (001e CIM_StatServer_Global_b)
    masked for 540 (0003 InfoLink)
    11:16:58.230 Trc 04542 EventRinging sent to 548 (0004 CIM_StatServer_Rep_a)
    11:16:58.230 Trc 04542 EventRinging sent to 532 (0002 CIM_StatServer_Global_a)
    11:16:58.464 Trc 04541 RequestDistributeEvent received from 564 (0006 CIM_URS_a)
    message RequestDistributeEvent
       AttributeUserEvent   EventDiverted
       AttributeReferenceID   4294967295
       AttributeCustomerID   'Resources'
       AttributeConnID   007b016b51b948e6
       AttributeCallID   521
       AttributeCallType   2
       AttributeThisDN   'VQ'
       AttributeThisQueue   'VQ'
       AttributeThisDNRole   2
       AttributeOtherDN   '069522590'
       AttributeOtherDNRole   1
       AttributeThirdPartyDN   '2428'
       AttributeThirdPartyDNRole   2
       AttributeDNIS   '8601'
       AttributeUserData   [1272] 00 28 00 00..
          KVPs
          'RRequestedSkills'(list)
          KVP
          'PegRejected'   1
          KVPs
          'RTargetAgentGroup'   '?:aSkill > 0 & aSkill > 0 & aSkill >= 8'
          'RTargetRuleSelected'   ''
          'RTargetTypeSelected'   '2'
          'RTargetObjectSelected'   '?:aSkill > 0 & aSkill > 0 & aSkill >= 8'
          'RTargetAgentSelected'   'AnAgent'
          'RTargetPlaceSelected'   'APlace'
          'RTenant'   'Resources'
          'RStrategyName'   'Voice Routing'
          'RTargetUsed'(list) 'TargetType'   '2'
                              'TargetName'   '?:aSkill > 0 & aSkill > 0 & aSkill >= 8'
          'RRequestedSkillCombination'   ''
       AttributeExtensions   [92] 00 04 00 00..
          'SIGNATURE'   'router'
          'NAME'   'CIM_URS_a'
          'VERSION'   'Version: 7.1.000.04'
          'CLUSTER'   'CIM_URS_a'
    11:16:58.464 Int 04543 Interaction message "RequestDistributeEvent" received from 564 ("CIM_URS_a")
    @11:16:58.4640
    • 7.1.003.03 send_to_client: message EventACK

       AttributeTimeinuSecs   464000
       AttributeTimeinSecs   1170213418 (11:16:58)
       AttributeReferenceID   4294967295
       AttributeThisDN   'VQ'
       AttributeUserEvent   RequestDistributeEvent
    11:16:58.464 Trc 04542 EventACK sent to 564 (0006 CIM_URS_a)
    @11:16:58.4640
    • 7.1.003.03 distribute_user_event: message EventDiverted

       AttributeTimeinuSecs   464000
       AttributeTimeinSecs   1170213418 (11:16:58)
       AttributeExtensions   [92] 00 04 00 00..
          'SIGNATURE'   'router'
          'NAME'   'CIM_URS_a'
          'VERSION'   'Version: 7.1.000.04'
          'CLUSTER'   'CIM_URS_a'
       AttributeUserData   [1272] 00 28 00 00..
          KVPs
          'RRequestedSkills'(list)
          KVPs
          'PegRejected'   1
          KVPs
          'RTargetAgentGroup'   '?:aSkill > 0 & aSkill > 0 & aSkill >= 8'
          'RTargetRuleSelected'   ''
          'RTargetTypeSelected'   '2'
          'RTargetObjectSelected'   '?:aSkill > 0 & aSkill > 0 & aSkill >= 8'
          'RTargetAgentSelected'   'AnAgent'
          'RTargetPlaceSelected'   'APlace'
          'RTenant'   'Resources'
          'RStrategyName'   'Voice Routing'
          'RTargetUsed'(list) 'TargetType'   '2'
                              'TargetName'   '?:aSkill > 0 & aSkill > 0 & aSkill >= 8'
          'RRequestedSkillCombination'   ''
       AttributeDNIS   '8601'
       AttributeThirdPartyDNRole   2
       AttributeThirdPartyDN   '2428'
       AttributeOtherDNRole   1
       AttributeOtherDN   '069522590'
       AttributeThisDNRole   2
       AttributeThisQueue   'VQ'
       AttributeThisDN   'VQ'
       AttributeCallType   2
       AttributeCallID   521
       AttributeConnID   007b016b51b948e6
       AttributeCustomerID   'Resources'
       AttributeReferenceID   4294967295

    second half to follow..

    Offline DJM

    • Newbie
    • *
    • Posts: 20
    • Karma: 0
    Re: Calls being abandoned while ringing on Agent's phone
    « Reply #4 on: February 01, 2007, 07:55:25 PM »
  • Best Answer
  • second half.. to big to post together

    11:16:58.464 Trc 04542 EventDiverted sent to 628 (003b CIM_StatServer_Rtg_b)
    11:16:58.464 Trc 04542 EventDiverted sent to 556 (003a CIM_StatServer_Rtg_a)
    11:16:58.464 Trc 04542 EventDiverted sent to 636 (0039 CIM_URS_b)
    11:16:58.464 Trc 04542 EventDiverted sent to 604 (0020 CIM_StatServer_Rep__B)
    11:16:58.464 Trc 04542 EventDiverted sent to 596 (001e CIM_StatServer_Global_b)
    11:16:58.464 Trc 04542 EventDiverted sent to 548 (0004 CIM_StatServer_Rep_a)
    11:16:58.464 Trc 04542 EventDiverted sent to 532 (0002 CIM_StatServer_Global_a)
    11:16:58.464 Trc 04541 RequestDeletePair received from 564 (0006 CIM_URS_a)
    message RequestDeletePair
       AttributeThisDN   '4411'
       AttributeConnID   007b016b51b948e6
       AttributeDataKey   'RTargetAgentGroup'
       AttributeReferenceID   2059
    11:16:58.464 Int 04543 Interaction message "RequestDeletePair" received from 564 ("CIM_URS_a")
    @11:16:58.4640 Call [007b016b51b948e6]: urid 001a007b
    @11:16:58.4640 [BSYNC] Trace: Send to backup (T-Server_B) [580]: message RequestSetCallInfo
       AttributeUpdateRevision   1704059
       AttributeUserData   [1177] 00 27 00 00..
          KVPs
          'RRequestedSkills'(list)
          KVPs
          'PegRejected'   1
          KVPs
          'RTargetRuleSelected'   ''
          'RTargetTypeSelected'   '2'
          'RTargetObjectSelected'   '?:aSkill > 0 & aSkill > 0 & aSkill >= 8'
          'RTargetAgentSelected'   'AnAgent'
          'RTargetPlaceSelected'   'APlace'
          'RTenant'   'Resources'
          'RStrategyName'   'Voice Routing'
          'RTargetUsed'(list) 'TargetType'   '2'
                              'TargetName'   '?:aSkill > 0 & aSkill > 0 & aSkill >= 8'
          'RRequestedSkillCombination'   ''
       AttributeConnID   007b016b51b948e6
    @11:16:58.4640 [BSYNC] Trace: Sent
    @11:16:58.4640
    • 7.1.003.03 distribute_event: message EventAttachedDataChanged

       AttributeTimeinuSecs   464000
       AttributeTimeinSecs   1170213418 (11:16:58)
       AttributeThirdPartyDN   '4411'
       AttributeThisDNRole   2
       AttributeThisDN   '2428'
       AttributeANI   '069522590'
       AttributeDNIS   '8601'
       AttributeUserData   [1177] 00 27 00 00..
          KVPs
          'RRequestedSkills'(list)
          KVPs
          'PegRejected'   1
          KVPs
          'RTargetRuleSelected'   ''
          'RTargetTypeSelected'   '2'
          'RTargetObjectSelected'   '?:aSkill > 0 & aSkill > 0 & aSkill >= 8'
          'RTargetAgentSelected'   'AnAgent'
          'RTargetPlaceSelected'   'APlace'
          'RTenant'   'Resources'
          'RStrategyName'   'Voice Routing'
          'RTargetUsed'(list) 'TargetType'   '2'
                              'TargetName'   '?:aSkill > 0 & aSkill > 0 & aSkill >= 8'
          'RRequestedSkillCombination'   ''
       AttributeConnID   007b016b51b948e6
       AttributeCallID   521
       AttributeCallType   2
    11:16:58.464 Int 04544 Interaction message "EventAttachedDataChanged" generated
    11:16:58.464 Trc 04542 EventAttachedDataChanged sent to 612 (0137 DesktopToolkitX)
    11:16:58.464 Trc 04542 EventAttachedDataChanged sent to 628 (003b CIM_StatServer_Rtg_b)
    11:16:58.464 Trc 04542 EventAttachedDataChanged sent to 556 (003a CIM_StatServer_Rtg_a)
    11:16:58.464 Trc 04542 EventAttachedDataChanged sent to 604 (0020 CIM_StatServer_Rep__B)
    11:16:58.464 Trc 04542 EventAttachedDataChanged sent to 596 (001e CIM_StatServer_Global_b)
    11:16:58.464 Trc 04542 EventAttachedDataChanged sent to 540 (0003 InfoLink)
    11:16:58.464 Trc 04542 EventAttachedDataChanged sent to 548 (0004 CIM_StatServer_Rep_a)
    11:16:58.464 Trc 04542 EventAttachedDataChanged sent to 532 (0002 CIM_StatServer_Global_a)
    @11:16:58.4640 [ISCC] Debug: Updated call:
       i c:007b016b51b948e6,01f44c30 @ m:0000000000000000,00000000 p:2 i:00000209 nw:0000000000000000 t:2
         p:0000000000000000,01f55020 @ c:007b016b51b948e6,01f44c30 r:1 ------ n:069522590:
         p:0000000000000000,01f51730 @ c:007b016b51b948e6,01f44c30 r:2 ------ n:2428:
    @11:16:58.4640 [ISCC] Trace: UserData propagation has been started
    @11:16:58.4640 [ISCC] Trace: UserData propagation has been finished
    @11:16:58.4640
    • 7.1.003.03 send_to_client: message EventAttachedDataChanged

       AttributeTimeinuSecs   464000
       AttributeTimeinSecs   1170213418 (11:16:58)
       AttributeReferenceID   2059
       AttributeThirdPartyDN   '4411'
       AttributeANI   '069522590'
       AttributeDNIS   '8601'
       AttributeUserData   [1177] 00 27 00 00..
          KVPs
          'RRequestedSkills'(list)
          KVPs
          'PegRejected'   1
          KVPs
          'RTargetRuleSelected'   ''
          'RTargetTypeSelected'   '2'
          'RTargetObjectSelected'   '?:aSkill > 0 & aSkill > 0 & aSkill >= 8'
          'RTargetAgentSelected'   'AnAgent'
          'RTargetPlaceSelected'   'APlace'
          'RTenant'   'Resources'
          'RStrategyName'   'Voice Routing'
          'RTargetUsed'(list) 'TargetType'   '2'
                              'TargetName'   '?:aSkill > 0 & aSkill > 0 & aSkill >= 8'
          'RRequestedSkillCombination'   ''
       AttributeConnID   007b016b51b948e6
       AttributeCallID   521
       AttributeCallType   2
    11:16:58.464 Int 04545 Interaction message "EventAttachedDataChanged" sent to 564 ("CIM_URS_a")
    11:16:58.464 Trc 04542 EventAttachedDataChanged sent to 564 (0006 CIM_URS_a)
    @11:16:59.3230 [<<] FF 0A 00 32 06 00 00 08 0F 00 37 04 04 C8 36 09 00 08 34 32 36 31 32 38 03 01 4C 04 00 00 32 03 0A 96 06 00 00 02 09 53 06 00 00 03 EF 5F 05 0B 10 3A
       Status Change
       This Device TN:4c8
       This Device DN:Internal, 42612
       This Device Status:On-Hook
       Transfer Party DN:Unknown,
       Call Type:a
       Call ID:209
       Transfer Call ID:3ef
       Enhanced Time Stamp:11:16:58
    @11:16:59.3230 [mlink] (processStatusChange)
    @11:16:59.3230 [mlink] (processScOnhook)
    @11:16:59.3230 [gctm] distributing EventPartyChanged to model
    @11:16:59.3230 [gctm] Call [007b016b51b948e6/209,s6,t7] distributing EventPartyChanged
    @11:16:59.3230 [gctm] Call [007b016b51b948e6/209,s6,t7] processPartyChanged
    @11:16:59.3230 [gctm] Call [007b016b51b948e6/209,s6,t7] No consult call/3rdParty found - Ignored.
    @11:17:01.7770 [gctm] Call [007b016b51b948e6/209,s6,t7] distributing EventAbandoned
    @11:17:01.7770 [mlink] Call [007b016b51b948e6/521,s6,t7] (processAbandoned)
    @11:17:01.7770 [gctm] Call [007b016b51b948e6/209,s6,t7] processAbandoned
    @11:17:01.7770 [gctm] Party [007b016b51b948e6:2428,sa,at1,r2,l1] processAbandoned
    @11:17:01.7770 [gctm] Party [007b016b51b948e6:2428,sa,at1,r2,l1] Changing state to 0
    @11:17:01.7770
    • 7.1.003.03 distribute_event: message EventAbandoned

       AttributeTimeinuSecs   777000
       AttributeTimeinSecs   1170213421 (11:17:01)
       AttributeCallState   0
       AttributeOtherDN   '069522590'
       AttributeOtherDNRole   1
       AttributeOtherTrunk   5764
       AttributeThisTrunk   1105
       AttributeThisDNRole   2
       AttributeThisDN   '2428'
       AttributeExtensions   [46] 00 02 00 00..
          'OrigAddress'   '069522590'
          'OrigAddrType'   bin: 00 00
       AttributeANI   '069522590'
       AttributeDNIS   '8601'
       AttributeUserData   [1177] 00 27 00 00..
          KVPs
          'RRequestedSkills'(list)
          KVPs
          'PegRejected'   1
          KVPs
          'RTargetRuleSelected'   ''
          'RTargetTypeSelected'   '2'
          'RTargetObjectSelected'   '?:aSkill > 0 & aSkill > 0 & aSkill >= 8'
          'RTargetAgentSelected'   'AnAgent'
          'RTargetPlaceSelected'   'APlace'
          'RTenant'   'Resources'
          'RStrategyName'   'Voice Routing'
          'RTargetUsed'(list) 'TargetType'   '2'
                              'TargetName'   '?:aSkill > 0 & aSkill > 0 & aSkill >= 8'
          'RRequestedSkillCombination'   ''
       AttributeConnID   007b016b51b948e6
       AttributeCallID   521
       AttributeCallType   2
    11:17:01.777 Int 04544 Interaction message "EventAbandoned" generated
    11:17:01.777 Trc 04542 EventAbandoned sent to 612 (0137 DesktopToolkitX)
    11:17:01.777 Trc 04542 EventAbandoned sent to 628 (003b CIM_StatServer_Rtg_b)
    11:17:01.777 Trc 04542 EventAbandoned sent to 556 (003a CIM_StatServer_Rtg_a)
    11:17:01.777 Trc 04542 EventAbandoned sent to 604 (0020 CIM_StatServer_Rep__B)
    11:17:01.777 Trc 04542 EventAbandoned sent to 596 (001e CIM_StatServer_Global_b)
    11:17:01.777 Trc 04542 EventAbandoned sent to 540 (0003 InfoLink)
    11:17:01.777 Trc 04542 EventAbandoned sent to 548 (0004 CIM_StatServer_Rep_a)
    11:17:01.777 Trc 04542 EventAbandoned sent to 532 (0002 CIM_StatServer_Global_a)
    @11:17:01.7770 [gctm] Address [2428,t1,s0] processOnHook
    @11:17:01.7770 [ISCC] Debug: Party removed [ssp view]:
       @ c:007b016b51b948e6,01f44c30 @ m:0000000000000000,00000000,0000000000000000 p:2 i:00000209 nw:00000000:0000000000000000 t:2
         p:01f55020 @ c:007b016b51b948e6,01f44c30 r:1 t:1 s:0 n:069522590
       - p:01f51730 @ c:007b016b51b948e6,01f44c30 r:2 t:0 s:0 n:2428
    @11:17:01.7770 [ISCC] Debug: Party removed:
       @ c:007b016b51b948e6,01f44c30 @ m:0000000000000000,00000000 p:2 i:00000209 nw:0000000000000000 t:2
         p:0000000000000000,01f55020 @ c:007b016b51b948e6,01f44c30 r:1 ------ n:069522590:
       - p:0000000000000000,01f51730 @ c:007b016b51b948e6,01f44c30 r:2 ------ n:2428:
    @11:17:01.7770 [ISCC] Debug: Party object is removed: p:0000000000000000,00000000 n:2428:
    @11:17:01.7770 [gctm] Party [007b016b51b948e6:2428,s0,at1,r2,l1] deleting.
    .
    .

    @11:17:02.7920 [gctm] Call [007b016b51b948e6/209,s6,ta] Removing ref to moved consult call 3ef
    @11:17:02.8230 [<<] FF 0A 00 1A 06 F4 38 10 0A 00 36 09 00 00 34 32 34 32 38 71 03 00 3F 04 04 51
       Not Ready Response
       Reference ID:7438
       This Device DN:Unknown, 42428
       Result:Successful
       Origination TN:451
    @11:17:31.7920 [gctm] Call [007b016b51b948e6/209,s6,ta] Abandon/Delete timer expired, deleting.
    @11:17:31.7920 [gctm] Party [007b016b51b948e6:069522590,sc,at0,r1,l0] processReleased
    @11:17:31.7920 [gctm] Party [007b016b51b948e6:069522590,sc,at0,r1,l0] Changing state to 0
    @11:17:31.7920 [ISCC] Debug: Party removed [ssp view]:
       @ c:007b016b51b948e6,01f44c30 @ m:0000000000000000,00000000,0000000000000000 p:1 i:00000209 nw:00000000:0000000000000000 t:2
       - p:01f55020 @ c:007b016b51b948e6,01f44c30 r:1 t:1 s:0 n:069522590
    @11:17:31.7920 [ISCC] Debug: Party removed:
       @ c:007b016b51b948e6,01f44c30 @ m:0000000000000000,00000000 p:1 i:00000209 nw:0000000000000000 t:2
       - p:0000000000000000,01f55020 @ c:007b016b51b948e6,01f44c30 r:1 ------ n:069522590:
    @11:17:31.7920 [ISCC] Debug: Party object is removed: p:0000000000000000,00000000 n:069522590:
    @11:17:31.7920 [gctm] Party [007b016b51b948e6:069522590,s0,at0,r1,l0] deleting.
    @11:17:31.7920
    • 7.1.003.03 distribute_event: message EventReleased

       AttributeTimeinuSecs   792000
       AttributeTimeinSecs   1170213451 (11:17:31)
       AttributeANI   '069522590'
       AttributeDNIS   '8601'
       AttributeUserData   [1177] 00 27 00 00..
          KVPs
          'RRequestedSkills'(list)
          KVPs
          'PegRejected'   1
          KVPs
          'RTargetRuleSelected'   ''
          'RTargetTypeSelected'   '2'
          'RTargetObjectSelected'   '?:aSkill > 0 & aSkill > 0 & aSkill >= 8'
          'RTargetAgentSelected'   'AnAgent'
          'RTargetPlaceSelected'   'APlace'
          'RTenant'   'Resources'
          'RStrategyName'   'Voice Routing'
          'RTargetUsed'(list) 'TargetType'   '2'
                              'TargetName'   '?:aSkill > 0 & aSkill > 0 & aSkill >= 8'
          'RRequestedSkillCombination'   ''
       AttributeConnID   007b016b51b948e6
       AttributeCallID   521
       AttributeCallType   2
       AttributeThisDN   'Median_PBX::'
    @11:17:31.7920 [ISCC] Debug: Party object is removed: p:0000000000000000,00000000 n::
    11:17:31.792 Int 04544 Interaction message "EventReleased" generated
    11:17:31.792 Trc 04542 EventReleased sent to 628 (003b CIM_StatServer_Rtg_b)
    11:17:31.792 Trc 04542 EventReleased sent to 556 (003a CIM_StatServer_Rtg_a)
    11:17:31.792 Trc 04542 EventReleased sent to 604 (0020 CIM_StatServer_Rep__B)
    11:17:31.792 Trc 04542 EventReleased sent to 596 (001e CIM_StatServer_Global_b)
    11:17:31.792 Trc 04542 EventReleased sent to 548 (0004 CIM_StatServer_Rep_a)
    11:17:31.792 Trc 04542 EventReleased sent to 532 (0002 CIM_StatServer_Global_a)
    @11:17:31.7920 [ISCC] Debug: Call destroyed:
       - c:007b016b51b948e6,01f44c30 @ m:0000000000000000,00000000 p:0 i:00000209 nw:0000000000000000 t:2
    @11:17:31.7920 [ISCC] Debug: Call object is removed: c:007b016b51b948e6,00000000
    @11:17:31.7920 [gctm] Call [007b016b51b948e6/209,s6,t9] deleting.
    @11:18:29.3390 [gctm]
    .
    .
    .
    .

    Offline Fra

    • Hero Member
    • *****
    • Posts: 853
    • Karma: -4
    Re: Calls being abandoned while ringing on Agent's phone
    « Reply #5 on: February 01, 2007, 10:28:56 PM »
  • Best Answer
  • Not clear what happens, anyway two things:


    @11:16:58.2300
    • 7.1.003.03 distribute_response: message EventRouteUsed

       AttributeTimeinuSecs   230000
       AttributeTimeinSecs   1170213418 (11:16:58)
       AttributeThirdPartyDNRole   2
       AttributeThirdPartyDN   '2428'
       AttributeThisQueue   '4411'
       AttributeCallState   0
       AttributeOtherDN   '069522590'
       AttributeOtherDNRole   1
       AttributeOtherTrunk   5764
       AttributeThisDNRole   2
       AttributeThisDN   '4411'
       AttributeExtensions   [46] 00 02 00 00..
          'OrigAddress'   '069522590'
          'OrigAddrType'   bin: 00 00
       AttributeANI   '069522590'
       AttributeDNIS   '8601'
       AttributeUserData   [1272] 00 28 00 00..
          KVPs
          RRequestedSkills'(list)
          'PegRejected'   1
          KVPs
          'RTargetAgentGroup'   '?:ASkill > 0 & ASkill > 0 & ASkill >= 8'
          'RTargetRuleSelected'   ''
          'RTargetTypeSelected'   '2'
          'RTargetObjectSelected'   '?:ASkill > 0 & ASkill > 0 & ASkill >= 8'
          'RTargetAgentSelected'   'AnAgent'
          'RTargetPlaceSelected'   'aPlace'
          'RTenant'   'Resources'
          'RStrategyName'   'Voice Routing strat'
          'RTargetUsed'(list) 'TargetType'   '2'
                              'TargetName'   '?:ASkill > 0 & ASkill > 0 & ASkill >= 8'
          'RRequestedSkillCombination'   ''
       AttributeConnID   007b016b51b948e6
       AttributeCallID   521
       AttributeCallType   2
       AttributeReferenceID   2058

    You have a PegRejected on RouteUsed; usually it means something wrong with the strategy.


    @11:16:59.3230 [<<] FF 0A 00 32 06 00 00 08 0F 00 37 04 04 C8 36 09 00 08 34 32 36 31 32 38 03 01 4C 04 00 00 32 03 0A 96 06 00 00 02 09 53 06 00 00 03 EF 5F 05 0B 10 3A
       Status Change
       This Device TN:4c8
       This Device DN:Internal, 42612
       This Device Status:On-Hook
       Transfer Party DN:Unknown,
       Call Type:a
       Call ID:209
       Transfer Call ID:3ef
       Enhanced Time Stamp:11:16:58
    @11:16:59.3230 [mlink] (processStatusChange)
    @11:16:59.3230 [mlink] (processScOnhook)
    @11:16:59.3230 [gctm] distributing EventPartyChanged to model
    @11:16:59.3230 [gctm] Call [007b016b51b948e6/209,s6,t7] distributing EventPartyChanged
    @11:16:59.3230 [gctm] Call [007b016b51b948e6/209,s6,t7] processPartyChanged
    @11:16:59.3230 [gctm] Call [007b016b51b948e6/209,s6,t7] No consult call/3rdParty found - Ignored.
    @11:17:01.7770 [gctm] Call [007b016b51b948e6/209,s6,t7] distributing EventAbandoned
    @11:17:01.7770 [mlink] Call [007b016b51b948e6/521,s6,t7] (processAbandoned)
    @11:17:01.7770 [gctm] Call [007b016b51b948e6/209,s6,t7] processAbandoned
    @11:17:01.7770 [gctm] Party [007b016b51b948e6:2428,sa,at1,r2,l1] processAbandoned
    @11:17:01.7770 [gctm] Party [007b016b51b948e6:2428,sa,at1,r2,l1] Changing state to 0


    Who is DN 42612?

    Offline DJM

    • Newbie
    • *
    • Posts: 20
    • Karma: 0
    Re: Calls being abandoned while ringing on Agent's phone
    « Reply #6 on: February 02, 2007, 12:02:19 AM »
  • Best Answer
  • Hi Fra,


    42612 is voice treatment port, (IVR port).. (nortel Peri)


    PegRejected on RouteUsed, might be.. will try and see when it get's introduced, have a play in dev

    Cheers

    bbservice

    • Guest
    Re: Calls being abandoned while ringing on Agent's phone
    « Reply #7 on: February 12, 2008, 09:55:15 PM »
  • Best Answer
  • Did it got solved and how? We actually face a similar problem

    greetzzz

    Offline cmcshane

    • Newbie
    • *
    • Posts: 28
    • Karma: 0
    Re: Calls being abandoned while ringing on Agent's phone
    « Reply #8 on: February 13, 2008, 12:01:57 AM »
  • Best Answer
  • Looks like it could have been adandoned from ringing at the agents set. If the agents leave themselves in a ready state on the phone they'll be targeted by URS. Because you don't have auto-answer the call will ring at the set until answered. There's a threshold on the pbx for the number of ring cycles. Once this is passed the pbx will disconnect the call. Have you tried building a CCPulse view for the VQ in question and creating a stat using 'CallAbandonedFromRinging' as the MainMask ?

    Offline bbservice

    • Newbie
    • *
    • Posts: 2
    • Karma: 0
    Re: Calls being abandoned while ringing on Agent's phone
    « Reply #9 on: February 13, 2008, 04:18:59 PM »
  • Best Answer
  • Isseu was on PBX side, send after 4 seconds to unexisting Queue in genesys

    Offline bcyk

    • Full Member
    • ***
    • Posts: 113
    • Karma: 6
    Re: Calls being abandoned while ringing on Agent's phone
    « Reply #10 on: February 16, 2008, 01:15:21 PM »
  • Best Answer
  • Dear All,


    Hoping that beow info helps....

    URS options
           give_treatment=false
           route_consult_call=false (it was bolded in previous mail!)

    According to description, inbound call flow looks like this:
        [Caller] --> [Nortel PABX] -----> [IVR]
                             CDN <----------- (operator assistance)
                             CDN --> URS ---> ready agent

    Above URS option should be:
           give_treatment=true
           route_consult_call=true

    The route_consult_call must be true because call transfer from IVR is a consult call type.

    "give_treatment" option is to instruct URS to send "ApplyRingingTreatment" to Nortel switch (via T-server, of course) when calls arrives at Routing Point. Nortel M-link and Symposiun link provide host-based routing service by below steps:
          1. CDN must be configured to AST=YES and control=YES
              (NB: in Symposium-link version in 2007, these options were overridded by
                     Genesys T-server; thus, no configuration on Nortel switch side!
                     Behaviours were different from older version....!!!!!!)

















    Offline bcyk

    • Full Member
    • ***
    • Posts: 113
    • Karma: 6
    Re: Calls being abandoned while ringing on Agent's phone
    « Reply #11 on: February 16, 2008, 01:25:39 PM »
  • Best Answer
  • Sorry..... hit [tab] and [enter] accidentally....


    "give_treatment" option is to instruct URS to send "ApplyRingingTreatment" to Nortel switch (via T-server, of course) when calls arrives at Routing Point. Nortel M-link and Symposiun link provide host-based routing service by below steps:
          1. CDN must be configured to AST=YES and control=YES
              (NB: in Symposium-link version in 2007, these options were overridded by
                     Genesys T-server; thus, no configuration on Nortel switch side!
                     Behaviours were different from older version....!!!!!!)
          2. When call arrives at CDN and it is controlled by external host, Nortel switch
              starts a timer for 4 (four) seconds
              - if there is any reply or response (e.g. give ringback treatment, routed use,),
                Nortel switch ASSUMES the call is being taken care by external host and give up monitoring the call interaction
              - if timer expires, Nortel switch takes over the call control and divert it to "default ACD" associated to THE current CDN


    Nortel switch configuration verification

    ==> Please also verify what is the default ACD of the CDN at which URS strategy is attached; it may not help for this case, it does help to understand call flow in exceptional case.

    ==> check if the ring-no-answer option in agent's phone station.
          both DNs, (position and extension) should be checked to ensure no "surprise"


    regards

    bcyk







    Offline victor

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    Re: Calls being abandoned while ringing on Agent's phone
    « Reply #12 on: February 19, 2008, 11:13:06 PM »
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  • Ok, let's see if I got this right :)

    You are transfering calls using two-step transfer from IVR to RP and from RP to Operator, right?

    If I am correct, here is what you are lacking in your strategy (hard to tell from this log, since I am only seeing the end of strategy here where URS is routing)

    1. mandatory applied treatment for at least 1 second
    2. you are not checking if call is consult or not before you start to route to an agent

    My initial guess would be is that actually your callers get disconnected while is trying to complete the transfer and routing the call to an agent. Since this happens once every blue moon, you would only have this from time to time when caller is really unlucky.

    Also, route_consult_call = false means URS will not take the call if it is not of type = 2. So, (2) of my statement would be wrong, UNLESS you have transfer calls coming from another site. But judging that you do not have NEtworkCallID or anything like this, I guess this is not the case. Still, I am very interested how your call gets to that routing point.

    I would really look into:

    1. is call transfer being completed as your call is being routed: is your EventRequestRouteCall and RequestRouteCall is one right after another?
    2. on-error = reroute . I never trusted it, and always used default.

    Best regards,
    Vic

    Offline bcyk

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    Re: Calls being abandoned while ringing on Agent's phone
    « Reply #13 on: February 21, 2008, 12:11:52 AM »
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  • *** for Genesys 7.2 and earlier version; not sure if behavior changes in 7.5 ****

    An important "step" MUST be catered in URS strategy for consult call type.

    Assuming that inbound call is answered by IVR and then transfer to CDN/RP, route_consult_call option must be set to true. There must be some reasons for Genesys to have this option default value as 'false'.......

    It is suggested to have below or similar code segment in URS strategy to handle consult call type; otherwise, unexpected results may occur
              - false/stuck waiting calls in CCPulse (as experienced in 5.1; not observed in higher version!)
              - missing KV-pairs
              - dropped call

    { delayTimer = 200 }
    { loopMax = 5 }
    { loopCnt = 0}
    { if CallType[] = Consult } --> delay(200) --> {loopCnt = loopCnt +1} --
            |           --> { if loopCnt < loopMax} ==( go to the if CallType[] = Consult block}
            |                        |
            | <---------------+
            |
    { ... next block ...}

    Values of delayTimer and LoopMax here are example only; they depends on call transfer method and switch method (i.e., how fast to complete transfer).
    Transfer method refers to single-step, mute-transfer, two-step transfer by machine or two-step transfer by agent (e.g., attended transfer).

    Above values should work in most environment; maximum wait time is set to cater attended transfer call by agents.

    If URS works on a voice interaction of consult call type, data may be lost somewhere when call transfer is completed before routing to agent; i.e., EventPartyChanged in URS strategy. In the worst case, voice interaction may be dropped.


    Hope above information helps

    bcyk

















    Offline victor

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    Re: Calls being abandoned while ringing on Agent's phone
    « Reply #14 on: February 21, 2008, 12:47:29 PM »
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  • BCYK,

    I was trying to get SuspendForEvent[] command to get this working by doing something like this:

    if CallType = 4 then SpendForEvent[] where event would be EventPartyChanged

    Unfortunately, I could never get it to work. Have you tried it?

    I have to agree with you about route-consult-call. If it is false, URS would just drop the call and forget about it. Always set it to true.