How to transfer a call to an extension? I know I am missing something here.

[pspenning]

Good day everyone,
OK...  I know I am missing something here because this just seems to simple to do...  But it's not working...
In an attempt to do something more in depth, I have created a very simply routing strategy that simply transfers a call to an extension DN.  So in a nut shell, I dial 4189 and it should ring extension 2183 after going through the routing strategy.
We are on an Avaya 8710 connected via SIP to Genesys.
I have defined my DN 2183 in the switch section and have also defined a place with 2183 associated to it.  I then went in to IRD and made a simple routing strategy that targets my 2183 place.  I then load the strategy on DN 4189 which is also defined.  When I look at the strategy in Trace View I see the call hit but it does not go anywhere  (It doesn't go out the green dot nor the red dot) until I disconnect the call.  Then it goes out the red dot as an abandoned call.

The URS call log shows the following:
received from 65204(TServer_DevAvaya)owgenah25:3000(fd=596) message EventError
(Invalid origination or destination address)
AttributeReferenceID 137
AttributeThisDN '4189'
AttributeConnID 006e0176855f818d
AttributeCallID 4169
AttributeErrorCode 600
AttributeTimeinSecs 1182282910 (15:55:10)
AttributeTimeinuSecs 26000
AttributeCustomerID 'Resources'
AttributeEventSequenceNumber 00000000000015fe

Does any of this ring bells for any of you? 
I appreciate any assistance.
Thanks,
Perry
Atlanta, GA

[Fra]

Hi Perry,

a couple of things:
[list]
[li]the extension you dial from is configured in CME and belongs to the same switch?[/li]
[li]what is the URS option use_agentid set to?[/li]
[/list]
Could you eventually post URS log from EventRouteRequest?

Fra

[pspenning]

Correct....  The extension I am calling to and from are both built in CME and are part of the same switch.  The extension I call is a Route Point and the one I am expecting to get transferred to is a regular extension.

The URS Option use_agentid is set to False.

Here is the full log for the call:
received from 65200(TServer_DevAvaya)owgenah25:3000(fd=568) message EventRouteRequest
AttributeCallState 0
AttributeThisQueue '4189'
AttributeNetworkCallID 4294967295
AttributeCallType 1
AttributeCallID 15254
AttributeConnID 006e01772b33102e
AttributeCallUUID 'QU0D4F7DVH6MBAN4EU323HF1MG00003Q'
AttributeDNIS '4189'
AttributeCustomerID 'Resources'
AttributeThisDN '4189'
AttributeThisDNRole 2
AttributeOtherDN '2803'
AttributeOtherDNRole 1
AttributeExtensions [19] 00 01 02 00..
'UCID' bin: FF FF FF FF.. (len=8)
AttributeTimeinSecs 1182362239 (13:57:19)
AttributeTimeinuSecs 78000
AttributeEventSequenceNumber 000000000000097b
13:57:19.078_T_I_006e01772b33102e [14:0c] EventRouteRequest is received for tserver TServer_DevAvaya[DevAvaya] (this dn=4189)
    _C_I_0000000000000000 [0D:03] option give_treatment= 0
    _T_I_006e01772b33102e [14:09] add DN TServer_DevAvaya 4189 <4189@DevAvaya> (CDN 71 006e01772b33102e) to the call 26-019dc720 truly:11
    _T_I_006e01772b33102e [14:08] check delayed proc
    _I_I_006e01772b33102e [14:33] strategy: *0x65*Perry_Test is attached to the call
    _C_I_0000000000000000 [0D:03] option on_route_error= 0
    _C_I_006e01772b33102e [0D:03] option transition_time= 8
    _C_I_006e01772b33102e [0D:03] option use_parking_threshold= 0
13:57:19.078 Int 20001 interaction 006e01772b33102e is started
    _I_I_006e01772b33102e [01:14] current call classification: media=voice(100), service=default(200), segment=default(300)
13:57:19.078_I_I_006e01772b33102e [09:06] >>>>>>>>>>>>start interpretator
    _I_I_006e01772b33102e [09:04] ASSIGN: __Return(SCRIPT) <- STRING:
    _I_I_006e01772b33102e [07:46] no error mode for this call
    _I_I_006e01772b33102e [09:04] ASSIGN: __Return(SCRIPT) <- STRING:
    _I_I_006e01772b33102e [09:04] ASSIGN: __DBReturn(SCRIPT) <- STRING:
    _I_I_006e01772b33102e [09:04] ASSIGN: __DBStrReturn(SCRIPT) <- STRING:
    _I_I_006e01772b33102e [09:04] ASSIGN: __TargetVar(SCRIPT) <- STRING:
13:57:19.094_I_I_006e01772b33102e [07:07] HERE IS TARGETS
TARGETS: 2183@RoutingStatServer.AP
13:57:19.094_M_I_006e01772b33102e [13:01] current virtual queue: 019dd460 id=1, nVQ=1-19de300, priority=0, time=1182362239.94
13:57:19.094_M_I_ [17:0c] VQ 019dd360 created: type=0, tenant=Resources
==========================================
    _M_I_ [17:06] VQ 019dd360 Target 019da8e0 added: name=2183, location=RoutingStatServer, type=AP, state=##state, activity=unknown
    _M_I_ [10:06] STATOBJECT(019da740 -1 0) tenant=Resources name=2183@RoutingStatServer.AP: statistic <##state> created
13:57:19.094_M_I_ [10:06] STATOBJECT(019da740 1 1) tenant=Resources name=2183@RoutingStatServer.AP: statistic <##state> asked
    _M_I_ [17:09] VQ 019dd360 Target "2183"(019da8e0): connected to state Place 2183

    _M_I_ [17:0f] VQ 019dd360 [at all 1 0] 1 Target(s), flag=a, guid: 0Resources||1|d-1|1|00|""|||00|00{}{}[]2183@RoutingStatServer.AP
13:57:19.094_M_I_006e01772b33102e [17:11] VQ 019dd360 first available call: 006e01772b33102e, reason=binding
13:57:19.094_M_I_006e01772b33102e [13:03] call (virtual queue 019dd460, id=1, priority 0, time 1182362239.94) waits for VQ 019dd360 (name="") now
    _C_I_0000000000000000 [0D:03] option targets_order= 0
13:57:19.094_M_I_006e01772b33102e [17:0e] VQ 019dd360 (virtual queue "", id=1), (1 Targets): SELECT ANY by statistic <NONE>(random  )
    _M_I_006e01772b33102e [17:0e] VQ 019dd360 Target "2183"(019da8e0): not ready passed
    _M_I_006e01772b33102e [17:0e] VQ 019dd360 (virtual queue "" id=1): Target for routing was NOT SELECTED (0 0 1 0 0)
    _I_I_006e01772b33102e [07:0a] HERE IS WAIT (-1 sec)
    _I_I_006e01772b33102e [07:0a] HERE IS WAIT (10 sec)
    _C_I_0000000000000000 [0D:03] option skip_targets= 0
13:57:19.094_B_I_006e01772b33102e [07:09] start chain of treatments
13:57:19.094_I_I_006e01772b33102e [09:04] <<<<<<<<<<<<suspend interpretator(WAIT), timers:10000
    _C_I_0000000000000000 [0D:03] option on_router_activated= 4
request to 65200(TServer_DevAvaya) message RequestDistributeEvent
AttributeExtensions [80] 00 04 00 00..
'SIGNATURE' 'router'
'NAME' 'URS'
'VERSION' 'Version: 7.5.001.05'
'CLUSTER' 'URS'
AttributeUserData [130] 00 06 01 00..
'##STATISTIC##' 1
'CUSTOMER_ID' 'Resources'
'STATSERVER' 'RoutingStatServer'
'STATISTIC' '##state'
'TARGET' '2183'
'TYPE' 1
AttributeThisDN 'exr'
AttributeCustomerID 'Resources'
AttributeUserEvent EventUserEvent
..sent to owgenah25:3000(fd=568)
13:57:19.094_M_I_ [10:17] STATOBJECT(019da740 1 2) tenant Resources name=2183@RoutingStatServer.AP: CHANGE OF STATE (NotMonitored->NotReadyForNextCall)
    _M_I_ [10:16] licensing seat 2183|Resources| has 1 links: + object <2183>, type <Place> (used seats=1)
    _M_I_ [10:37] statistic ATT for MEDIA voice (type=0), time=1182360519: busy 0=0+0
    _M_I_ [10:17] STATOBJECT(019da740 1 2) tenant=Resources name=2183@RoutingStatServer.AP: 0 ready DNs reported
received from 65200(TServer_DevAvaya)owgenah25:3000(fd=568) message EventACK
AttributeUserEvent RequestDistributeEvent
AttributeThisDN 'exr'
AttributeTimeinSecs 1182362239 (13:57:19)
AttributeTimeinuSecs 94000
AttributeCustomerID 'Resources'
AttributeEventSequenceNumber 000000000000097c
13:57:20.000_M_I_ [10:1d] PULSE (calls: 1(1)=0+1-0, targets=0, time=1182362240, mem=0,8111,166,62,121,1)
-AP[4370]->-580 @13:57:20.6250
-Ap[4370]-<-580 @13:57:20.6250
13:57:22.015_M_I_ [10:1d] PULSE (calls: 1(1)=1+0-0, targets=0, time=1182362242, mem=0,8111,166,62,121,1)
13:57:24.014_M_I_ [10:1d] PULSE (calls: 1(1)=1+0-0, targets=0, time=1182362244, mem=0,8111,166,62,121,1)
13:57:24.546 Trc 20011 current number of targets for tenant Resources: Agents 0, Places 1, AgentGroups 0, PlaceGroups 0, ACDQueues 0, Routing Points 0
13:57:24.546 Trc 20012 current number of interactions per second - 0.20
13:57:24.546 Trc 20013 current number of entries: for longest queue 0, for all queues 0
13:57:26.014_M_I_ [10:1d] PULSE (calls: 1(1)=1+0-0, targets=0, time=1182362246, mem=0,8111,166,62,121,1)
-AP[4368]-<-580 @13:57:27.7480
-Ap[4368]->-580 @13:57:27.7480
13:57:28.013_M_I_ [10:1d] PULSE (calls: 1(1)=1+0-0, targets=0, time=1182362248, mem=0,8111,166,62,121,1)
13:57:29.107_I_I_006e01772b33102e [07:08] wait time is over
13:57:29.107_I_I_006e01772b33102e [09:05] >>>>>>>>>>>>resume interpretator(0)
13:57:29.107_M_I_006e01772b33102e [17:11] VQ 019dd360 first available call: none, reason=binding
13:57:29.107_M_I_006e01772b33102e [13:03] call (virtual queue 019dd460, id=1, priority 0) doesn't wait for VQ 019dd360 (name="") now
13:57:29.107 Int 20003 interaction 006e01772b33102e is routed to default
    _C_W_006e01772b33102e [0D:02] there is no any value for option default_destination
    _C_I_006e01772b33102e [0D:03] option use_translation= 0
    _C_W_006e01772b33102e [0D:03] there is no any value for option default_route_type
request to 65200(TServer_DevAvaya) message RequestUpdateUserData
AttributeReferenceID 81
AttributeUserData [407] 00 11 00 00..
'RVQID' ''
'RTargetTypeSelected' '100'
'RTargetRuleSelected' ''
'RTargetObjectSelected' ''
'RTargetAgentSelected' ''
'RTargetPlaceSelected' ''
'RTenant' 'Resources'
'RStrategyName' 'Perry_Test'
'CBR-actual_volume' ''
'CBR-Interaction_cost' ''
'CBR-contract_DBIDs' ''
'CBR-IT-path_DBIDs' ''
'RRequestedSkillCombination' ''
'RRequestedSkills'(list)
'CustomerSegment' 'default'
'ServiceType' 'default'
'ServiceObjective' ''
AttributeConnID 006e01772b33102e
AttributeThisDN '4189'
..sent to owgenah25:3000(fd=568)
    _C_W_006e01772b33102e [0D:02] there is no any value for option default_destination
request to 65200(TServer_DevAvaya) message RequestUpdateUserData
AttributeReferenceID 82
AttributeUserData [17] 00 01 01 00..
'PegDEF' 1
AttributeConnID 006e01772b33102e
AttributeThisDN '4189'
..sent to owgenah25:3000(fd=568)
    _C_W_006e01772b33102e [0D:02] there is no any value for option default_destination
13:57:29.107_T_I_006e01772b33102e [14:19] send to tserver TServer_DevAvaya RequestRouteCall to dn  on  (dnis= )
request to 65200(TServer_DevAvaya) message RequestRouteCall
AttributeReferenceID 83
AttributeRouteType 1 (RouteTypeDefault)
AttributeExtensions [46] 00 02 00 00..
'CUSTOMER_ID' 'Resources'
'SWITCH' 'DevAvaya'
AttributeOtherDN ''
AttributeConnID 006e01772b33102e
AttributeThisDN '4189'
..sent to owgenah25:3000(fd=568)
    _A_I_006e01772b33102e [0E:04] ----------->DEPARTURE(processing time 10029)
13:57:29.107_I_I_006e01772b33102e [09:04] <<<<<<<<<<<<suspend interpretator(ROUTING), timers:00000
received from 65200(TServer_DevAvaya)owgenah25:3000(fd=568) message EventAttachedDataChanged
AttributeCallType 1
AttributeCallID 15254
AttributeConnID 006e01772b33102e
AttributeCallUUID 'QU0D4F7DVH6MBAN4EU323HF1MG00003Q'
AttributeUserData [407] 00 11 00 00..
'RVQID' ''
'RTargetTypeSelected' '100'
'RTargetRuleSelected' ''
'RTargetObjectSelected' ''
'RTargetAgentSelected' ''
'RTargetPlaceSelected' ''
'RTenant' 'Resources'
'RStrategyName' 'Perry_Test'
'CBR-actual_volume' ''
'CBR-Interaction_cost' ''
'CBR-contract_DBIDs' ''
'CBR-IT-path_DBIDs' ''
'RRequestedSkillCombination' ''
'RRequestedSkills'(list)
'CustomerSegment' 'default'
'ServiceType' 'default'
'ServiceObjective' ''
AttributeDNIS '4189'
AttributeCustomerID 'Resources'
AttributeThisDN '4189'
AttributeThisDNRole 2
AttributeThirdPartyDN '4189'
AttributeReferenceID 81
AttributeTimeinSecs 1182362249 (13:57:29)
AttributeTimeinuSecs 107000
AttributeEventSequenceNumber 0000000000000984
    _T_I_006e01772b33102e [14:32] EventAttachedDataChanged is received for tserver TServer_DevAvaya[DevAvaya] (this dn=4189)
received from 65200(TServer_DevAvaya)owgenah25:3000(fd=568) message EventAttachedDataChanged
AttributeCallType 1
AttributeCallID 15254
AttributeConnID 006e01772b33102e
AttributeCallUUID 'QU0D4F7DVH6MBAN4EU323HF1MG00003Q'
AttributeUserData [422] 00 12 00 00..
'RVQID' ''
'RTargetTypeSelected' '100'
'RTargetRuleSelected' ''
'RTargetObjectSelected' ''
'RTargetAgentSelected' ''
'RTargetPlaceSelected' ''
'RTenant' 'Resources'
'RStrategyName' 'Perry_Test'
'CBR-actual_volume' ''
'CBR-Interaction_cost' ''
'CBR-contract_DBIDs' ''
'CBR-IT-path_DBIDs' ''
'RRequestedSkillCombination' ''
'RRequestedSkills'(list)
'CustomerSegment' 'default'
'ServiceType' 'default'
'ServiceObjective' ''
'PegDEF' 1
AttributeDNIS '4189'
AttributeCustomerID 'Resources'
AttributeThisDN '4189'
AttributeThisDNRole 2
AttributeThirdPartyDN '4189'
AttributeReferenceID 82
AttributeTimeinSecs 1182362249 (13:57:29)
AttributeTimeinuSecs 107000
AttributeEventSequenceNumber 0000000000000987
    _T_I_006e01772b33102e [14:32] EventAttachedDataChanged is received for tserver TServer_DevAvaya[DevAvaya] (this dn=4189)
received from 65200(TServer_DevAvaya)owgenah25:3000(fd=568) message EventRouteUsed
AttributeCallState 22
AttributeThisQueue '4189'
AttributeNetworkCallID 4294967295
AttributeCallType 1
AttributeCallID 15254
AttributeConnID 006e01772b33102e
AttributeCallUUID 'QU0D4F7DVH6MBAN4EU323HF1MG00003Q'
AttributeUserData [422] 00 12 00 00..
'RVQID' ''
'RTargetTypeSelected' '100'
'RTargetRuleSelected' ''
'RTargetObjectSelected' ''
'RTargetAgentSelected' ''
'RTargetPlaceSelected' ''
'RTenant' 'Resources'
'RStrategyName' 'Perry_Test'
'CBR-actual_volume' ''
'CBR-Interaction_cost' ''
'CBR-contract_DBIDs' ''
'CBR-IT-path_DBIDs' ''
'RRequestedSkillCombination' ''
'RRequestedSkills'(list)
'CustomerSegment' 'default'
'ServiceType' 'default'
'ServiceObjective' ''
'PegDEF' 1
AttributeDNIS '4189'
AttributeCustomerID 'Resources'
AttributeThisDN '4189'
AttributeThisDNRole 2
AttributeOtherDN '2803'
AttributeOtherDNRole 1
AttributeExtensions [35] 00 02 01 00..
'G3Cause' 600
'UCID' bin: FF FF FF FF.. (len=8)
AttributeTimeinSecs 1182362249 (13:57:29)
AttributeTimeinuSecs 138000
AttributeEventSequenceNumber 000000000000098a
13:57:29.138_T_I_006e01772b33102e [14:0c] EventRouteUsed(strange) is received for tserver TServer_DevAvaya[DevAvaya] (this dn=4189)
    _T_I_006e01772b33102e [14:0a] del DN (TServer_DevAvaya[DevAvaya] 4189) (ref.id=83)
    _T_W_006e01772b33102e [14:0a] there is no DNs for call, activate delayed selfdestruction
received from 65200(TServer_DevAvaya)owgenah25:3000(fd=568) message EventError
(Invalid origination or destination address)
AttributeReferenceID 83
AttributeThisDN '4189'
AttributeConnID 006e01772b33102e
AttributeCallID 15254
AttributeErrorCode 600
AttributeTimeinSecs 1182362249 (13:57:29)
AttributeTimeinuSecs 138000
AttributeCustomerID 'Resources'
AttributeEventSequenceNumber 000000000000098b
13:57:29.138_T_E_ [14:0c] EventError is received for tserver TServer_DevAvaya[DevAvaya] - Invalid origination or destination address
13:57:29.138_A_E_006e01772b33102e [14:32] <-----------ERROR
    _T_W_006e01772b33102e [0E:0f] emergency: delete call due to this error
13:57:29.138_I_I_006e01772b33102e [01:08] call deleting truly
CALL (006e01772b33102e) HISTORY ( Error Default ):
-AP[4371]->-580 @13:57:30.6370
-Ap[4371]-<-580 @13:57:30.6370
-AP[4369]-<-580 @13:57:37.7600
-Ap[4369]->-580 @13:57:37.7600
-AP[4372]->-580 @13:57:40.6500
-Ap[4372]-<-580 @13:57:40.6500
13:57:42.118_M_I_ [17:0d] VQ 019dd360 deleted
13:57:42.118_M_I_ [17:08] VQ 019dd360 Target "2183"(019da8e0) deleted
-AP[4370]-<-580 @13:57:47.7570
-Ap[4370]->-580 @13:57:47.7570
-AP[4373]->-580 @13:57:50.6630
-Ap[4373]-<-580 @13:57:50.6630
received from 65200(TServer_DevAvaya)owgenah25:3000(fd=568) message EventAbandoned
AttributeReliability 0
AttributeCallState 0
AttributeThisQueue '4189'
AttributeNetworkCallID 4294967295
AttributeCallType 1
AttributeCallID 15254
AttributeConnID 006e01772b33102e
AttributeCallUUID 'QU0D4F7DVH6MBAN4EU323HF1MG00003Q'
AttributeUserData [422] 00 12 00 00..
'RVQID' ''
'RTargetTypeSelected' '100'
'RTargetRuleSelected' ''
'RTargetObjectSelected' ''
'RTargetAgentSelected' ''
'RTargetPlaceSelected' ''
'RTenant' 'Resources'
'RStrategyName' 'Perry_Test'
'CBR-actual_volume' ''
'CBR-Interaction_cost' ''
'CBR-contract_DBIDs' ''
'CBR-IT-path_DBIDs' ''
'RRequestedSkillCombination' ''
'RRequestedSkills'(list)
'CustomerSegment' 'default'
'ServiceType' 'default'
'ServiceObjective' ''
'PegDEF' 1
AttributeDNIS '4189'
AttributeCustomerID 'Resources'
AttributeThisDN '4189'
AttributeThisDNRole 2
AttributeOtherDN '2803'
AttributeOtherDNRole 1
AttributeExtensions [19] 00 01 02 00..
'UCID' bin: FF FF FF FF.. (len=8)
AttributeTimeinSecs 1182362271 (13:57:51)
AttributeTimeinuSecs 897000
AttributeEventSequenceNumber 000000000000098f

Again...  Thanks for the help,
Perry

[S]

Do you have an agent logged into that DN and in ready mode?
although the URS could find that place, it is not able to deliver the call there for the same reason.

Check these log messages which indicate it.

13:57:19.094_M_I_ [10:17] STATOBJECT(019da740 1 2) tenant Resources name=2183@RoutingStatServer.AP: CHANGE OF STATE (NotMonitored->NotReadyForNextCall)

tenant=Resources name=2183@RoutingStatServer.AP: 0 ready DNs reported

13:57:29.107_M_I_006e01772b33102e [17:11] VQ 019dd360 first available call: none, reason=binding
13:57:29.107_M_I_006e01772b33102e [13:03] call (virtual queue 019dd460, id=1, priority 0) doesn't wait for VQ 019dd360 (name="") now
13:57:29.107 Int 20003 interaction 006e01772b33102e is routed to default
    _C_W_006e01772b33102e [0D:02] there is no any value for option default_destination


your URS Logs are clear abt it.

[pspenning]

Thanks...
But I am looking to do a blind transfer to an extension.  There will be no "Agent" logged in.  Just a telephone that I want to direct a call to based on some data lookups.

Thanks,
Perry

[S]

In that case, I would suggest TRoute or Force route instead of targeting the place of the DN.

[Fra]

Yeah,
S is right, URS is waiting for an agent to get ready on that place, 10 secs timeout expires and the call is default routed.

Use TRoute function, Force is old and Genesys suggests not to use it anymore.

[pspenning]

Ahhh!  BINGO!  TRoute did the trick!  Thanks so much for the info.  I totally forgot about the force and Troute is new to me...  (Not for long though) 

Thanks again!  Problem solved....
Perry