Phantom Call in Global Queue

[gsarwono]

Dear Genesys Experts,

Having difficult to be beginner in Genesys World, I need your help to get rip off the Phantom Call in Global Queue (Route Point). From the stat server log, I got the following informations;

2007-02-28 14:06:48> Action: RoutingPoint '62900@ADE_G3'(Monitored):
[2007-02-23 18:20:33]Monitored
[2007-02-23 18:20:33]CallWait (ConnID 81910788095901729)
[2007-02-23 18:20:33]CallWait (ConnID 81910788095901728)
[2007-02-23 18:20:33]CallWait (ConnID 81910788095901727)
[2007-02-23 18:20:33]CallWait (ConnID 81910788095901726)
[2007-02-23 18:20:33]CallWait (ConnID 81910788095901725)
[2007-02-23 18:20:33]CallWait (ConnID 81910788095901724)
[2007-02-23 18:20:33]CallWait (ConnID 81910788095901723)
[2007-02-23 18:20:33]CallWait (ConnID 81910788095901721)
[2007-02-23 18:20:33]CallWait (ConnID 81910788095901720)
[2007-02-23 18:20:33]CallWait (ConnID 81910788095901718)
[2007-02-23 18:20:33]CallWait (ConnID 81910788095901717)
[2007-02-23 18:20:33]CallWait (ConnID 81910788095901716)
[2007-02-23 18:20:33]CallWait (ConnID 81910788095901715)
[2007-02-23 18:20:33]CallWait (ConnID 81910788095901714)
[2007-02-23 18:20:33]CallWait (ConnID 81910788095901712)
[2007-02-23 18:20:33]CallWait (ConnID 81910788095901710)
[2007-02-23 18:20:33]CallWait (ConnID 81910788095901709)
[2007-02-23 18:20:33]CallWait (ConnID 81910788095901708)
[2007-02-23 18:20:33]CallWait (ConnID 81910788095901707)
[2007-02-23 18:20:33]CallWait (ConnID 81910788095901706)
[2007-02-23 18:20:33]CallWait (ConnID 81910788095901705)
[2007-02-23 18:20:33]CallWait (ConnID 81910788095901704)
[2007-02-23 18:20:33]CallWait (ConnID 81910788095901703)


Those queue has been standing in the Route Point since 2007-02-23 (has been app. 5 days). What I have done so far and not beeing successful was;
I was using Genesys phone test call to divert those calls, login to the T-server, and convert those ConnID to Hex number put in the Genesys Phone Test as ConnID, I put thisDN 62900. and send the even (diverted).

Did I have make mistake, for those procedure?

FYI I can do using those procedure for Virtual Queue.

Any procedure any phantom queue, call in genesys, that I was not aware. Genesys is very expensive product, what I see why they are not care about this simple problem, because this call should be easily identify as false call, but Genesys still ask the administrator to release it. I am using version 6.5 for CMA, and 7.0 for StatSErver and Tserver.

Thanks for your help,


Gito

[victor]

Hi, gsarwono,

let me try some way for you to do it, but, may I suggest checking: check-stuck-calls option in your StatServer.

You can make StatServer delete stuck calls by setting it to true.

Several things I have noticed:


Since it is RoutingPoint, I would suggest using EventAbandoned. If it does not work, use RequestRouteCall. Here are some of the things that we needed to set to get it to work:

1. This Dn must be set to 62900
2. DNType should be DestinationDN
3. Other DN - must be some random number outside PBX (1234567890)
4. OtherDN - must be set as Origination DN
5. Set ConnID as HEX (make sure it is 32 bit and not 16 bit. But probably you know that since you siad it worked for other queues)
6. ... Can't think of anything else

By the way, can you please post the log of what happens in StatServer when you issue the request from TEstPhone?

Vic


you say Global Queue but it is shown as Routing Point: are you sure that the call is here and not in some virtual queue?

[cavagnaro]

As far i remember there is a TServer option to refresh the status of calls from time to time, doesn't remember the option name but there it is.
Check on the deployment guide of your TServer for Call-Cleanup Section

notify-idle-tout
cleanup-idle-tout
periodic-check-tout

[victor]

Cavagnaro,

the call is not idle, so it would not be detected.

[cavagnaro]

Good point. Statserver was the right component