tracing a call

[elwan]

Hi all,
There is a call in CCPulse that has been waiting for some time (45 minutes), but when I tried to search it in the router logs, I can't find that call. I tried searching for the priority and increment priority but unfortunately that call is not there. Is there another way of tracing that call. I still don't know the ConnID and the number it's dialing from. Normally i can trace a call from it's ANI and time of call.
Thanks heaps.

[tony]

There a couple of hundred ways of doing this (!)

Is the call showing as currently terminating with an Agent, is it sitting in a Queue, on a Route Point, on a DN or perhaps within your IVR - or can you not tell?

Frequently you find that it is because a call has managed to lose it's ConnID is the main reason it is still sitting around and being reported on, long after the actual caller has hung up...

Tony

[victor]

The easiest way to do it is as following:

1. set StatServer debug to all (do watch your CPU though)
2. in StatServer logs look for "since" keyword.

You will see somekthing like ：
CONNID waiting since DATE

Look at the timestamp and decide if this is the ConnID of the call that is giving you this headache.

Do not forget to return you StatServer logging to the original state.

You will need to use TestPhone or some other tool to delete the call if it is a ghost one.

How often does it happen? If this is something that happens periodically, then you should really look into why you StatServer stops seeing the call.

[elwan]

[quote author=victor link=topic=2172.msg7713#msg7713 date=1176686417]
set StatServer debug to all (do watch your CPU though)
[/quote]

if i set this option to all, do we need to restart the stat server or it takes effect immediately?

thanks

[dbudi]

Hi elwan,

As far as I know, setting up logging section in Genesys application does not require a restart. Note the log files can grow very quickly, so be sure to allocate enough segment and size/segment for log files.

[victor]

[quote author=elwan link=topic=2172.msg7731#msg7731 date=1176769541]
[quote author=victor link=topic=2172.msg7713#msg7713 date=1176686417]
set StatServer debug to all (do watch your CPU though)
[/quote]

if i set this option to all, do we need to restart the stat server or it takes effect immediately?

thanks

[/quote]

Starting from 6.5 or so, most of Genesys products can change loggin options dynamically, meaning you do not have to reboot! :>

So, turn it on for about 1 minutes and then turn it off.
It should be enough to get "waiting since" in your stat server log!

Vic

[S]

Where do u see that call waiting? on a ACD Q or a VQ? try from there.

are u sure its not a stuck call?
Statserver has some options to check for stuck state calls, did u try it, it takes effect immediately.

[elwan]

[quote author=s link=topic=2172.msg7901#msg7901 date=1178159892]
Where do u see that call waiting? on a ACD Q or a VQ? try from there.

are u sure its not a stuck call?
Statserver has some options to check for stuck state calls, did u try it, it takes effect immediately.
[/quote]

how do you do this? (check for stuck state calls) thanks

[S]

in the StatServer, there is a section called "statserver".
Open it and add a new option "check-stuck-calls" with value of "yes".
StatServer now will check for the stuck calls on DNs for every 10 min and release them.
It takes effect immediately. check the statserver documentation also for more info about that option.