MCR for email handling help

[cavagnaro]

I really don't know why, all was done by the Wizard...
Will remove as you say and try

Thanks a lot by the way

[cavagnaro]

hi, me again.

removed the StatServer from MCR and EmailServer from URS but still agent appears as logged off.
Another thing I have noted, everytime I open CCPulse with Multimedia Switch i got "Switch is not found on Tenant Resources"...do you thing it has something to do?

[catanirex]

Hi,


Don't know about "Switch is not found on Tenant Resources".

But I still would like to see an URS log :-)

Also - have you restarted the statserver?

[René]

Hi Cavagnaro,

I've checked your logs but not able to say what is wrong. Please check following:

1. Licensing / I found licensing issue in your log file

[i]> 10:34:52.953 Std 23038 Can't login agent 'GenesysDesktop' at place 'supervisor': failed to check out license while processing request 'RequestAddMedia' from client 15:3528, reference id: 40[/i]

2. Connections between the applications
    InteractionServer ---> UCS, StatServer
    URS ---> InteractionServer

René

[cavagnaro]

thanks René, tomorrow will return to customer and see all this stuff.

Thanks a lot both for all the help

[cavagnaro]

hi guys,
Licensing is ok, the error was because i checked chat and that caused it.

Now trying to understand the MCR logs,for what i see here the queue named Inbound has 6 emails on status queue-current waiting processing, right?

If so, how to process them? Do i have to do something on knowledge manager?

[code]
  '1' [TKVlist] = (size=4):
      'name' [str] = "Inbound"
      'tenant' [str] = "Resources"
      'type' [int] = 14
      'counter' [int] = 8
      '0' [TKVlist] = (size=4):
        'type' [int] = 2
        'name' [str] = "queue-current in processing"
        'event' [TKVlist] = (size=33):
            'values' [TKVlist] = (size=18):
              'email' [int] = 0
      '1' [TKVlist] = (size=4):
        'type' [int] = 2
        'name' [str] = "queue-current waiting processing"
        'event' [TKVlist] = (size=33):
            'values' [TKVlist] = (size=18):
              'email' [int] = 6

[/code]

One more question, maybe not related but as I don't know where else to look, when I go to Knowledge Base Manager and try to create a screening rule I don't see the email addresses I configured on MCR_EmailServer. Where to configure those?

[René]

Hi cavagnaro,

You don't need screening rules as long as you need to segment incoming emails by email addresses, keywords etc. Knowledge Manager doesn't show email addresses configured in Email Server Java so you have to entered the addresses manually.

I looked at your logs again and I didn't find any EventRouteRequested generated by InteractionServer. I would say that InteractionServer doesn't talk to URS and that's the reason why routing doesn't work.

Do you see Multimedia switch and the strategies loaded on automatically created Virtual Routing Points in IRD/Monitoring/Loading?

René

[cavagnaro]

Hi René,
Thanks for the reply. I can see that URS has on its connections MCR_InteractionServer, I stoped MCR and started again.
I can see Multimedia Switch and virtual queues.
Now on URS logs after the restart i can see a couple of errors but no minimal trace of it wanting to route emails...

[code]
received from 65242(--)servl011:7319(fd=548) message EventError
(ERROR CODE UNKNOWN)
AttributeReferenceID 5794
AttributeErrorCode 0
AttributeErrorMessage 'Unsupported request: RequestQueryServer'
12:33:07.796_T_E_ [14:0c] EventError is received for tserver MCR_InteractionServer - Unsupported request: RequestQueryServer
received from 65242(--)servl011:7319(fd=548) message EventRegistered
AttributeCustomerID ''
AttributeThisDN 'exr'
AttributeReferenceID 5795
[/code]

Now i don't know what DN 'exr' is...
I finally got how to attach URS logs so here they are

Hope this can help more
Also a MCR_InteractionServer startup log

Thanks a lot for your time again

[René]

Hi cavagnaro,

Please check that correct and existing switch object is assigned to InteractionServer. There is an error message in IxnServer log that could mean an issue - [i]12:32:58.390 Trc 20042 Warning: failed to load switch information (dbid: '102') specified in server's switch list[/i].

René

[cavagnaro]

It's same thing I see on CCPulse.
I recreated SwitchOffice and Switch and same thing.
I only open Switch on CCPulse no problem, if I add a Virtual Routing Point then the error raises.
Will research a little on that

[René]

Is the right switch assigned to InteractionServer - application properties/tab Switch?

R.

[cavagnaro]

Yes, It is well configured.
Check this is the error on StatServerReporting...I believe that if this doesn't work nothing will do...right?


[code]
2007-11-13 15:47:31> Client: Message 'OpenStat'
'OBJECT' 'RoutePoint' (4)
'OBJECT_ID' 'asl_Inbound_Email@MCR'
'TENANT_ID' 'Resources'
'CATEGORY' 'CurrentState' (10)
'SUBJECT' 'DNStatus' (1)
'TM_LENGTH' 0
'NOTIFICATION_MODE' 'ChangesBasedNotification' (0)
'INSENS_PERCENTAGE' 0
'TM_NOTIFICATION_FREQ' 0
'TM_LEFT_RANGE_LIMIT' -1
'TM_RIGHT_RANGE_LIMIT' 0
'REQ_ID' 5
'USER_REQ_ID' 2
'MainMask' all statuses set
'RelMask' all statuses clear
15:47:31.453 Std 10040 Statistics specification error (client='CCPulse', request_id=5, user_request_id=2): 'Switch is not found on Tenant 'Resources''
2007-11-13 15:47:31> Client: Sending message to CCPulse
2007-11-13 15:47:31> Client: Message 'Error'
'STRING_VALUE' 'Switch is not found on Tenant 'Resources''
'LONG_VALUE' 1
'TM_LENGTH' 0
'TM_SERVER' 1194986851
'USER_REQ_ID' 2
'REQ_ID' 5
2007-11-13 15:47:31> Init: Statistic abandoned. Reason: Switch is not found on Tenant 'Resources'
[/code]

[René]

You're right. The configuration is correct but StatServer and InteractionServer doesn't "see" the switch "MCR".

Could you check permissions of SYSTEM user related to "MCR" switch object?

Is the customer's environment single-tenant or multi-tenant?

R.

[cavagnaro]

It is Single Tenant.
Will check permissions.

[cavagnaro]

System account didn't have permissions on Switch Office...Damn it! who did that!
Ok will restart my tests again...