Stuck call management in test environment

[blacklord]

Hi all,

I'm testing the ability for T-Server to directly manage stuck calls using the method defined in chapter 6 of the Framework 7.1 Management Layer User's Guide. I've applied the config options (notify-idle-tout, cleanup-idle-tout & periodic-check-tout) under the relevant section. Now the problem is that I've only done this in our test/lab environment, it's not production. Naturally enough, there aren't any calls travelling through the test environment 

So the question is, how might I simulate a stuck call ?

cheers,

Lance

[victor]

Hi,

it depends what sort of stuck-calls you are concerned with:

I was going to suggest the following:

1. place a call to an agent.
2. answer with softphone
3. kill the softphone
4. restart the softphone

you should have a stuck call on your phone.

Also, you can create a stuck call where T-Server does not see it as:

1. place a call to agent or ACD queue
2. restart t-server

Also, you can simulate a stuck call for StatServer by:
1. place a call to queue
2. disconnect statserver
3.  reconnect statserver


You can also simulate a call where URS has a call but StatServer does not know about it (up to 7.1)
1. place a call into VQ
2. disconnect statserver
3. divert the call from VQ to an agent
4. reconnect StatServer
(this works when you have one reporting statserver and one routing one)


Is it what you were concerned with or something else?

Best regards,
Vic

[Kevin S]

Just a side note:

If the switch in your environment does not support querying the PBX for the status of the call , these settings will clear calls where no events have been received for the "cleanup-idle-timeout" period.

For example, in our environment (NEC), we have the cleanup-idle-timeout set for 30 minutes* . If we have an agent who is on a call longer than 30 minutes (and does not put the caller on hold), the cleanup will remove the call, even though it is still active on the PBX. Unfortunately, once the call actually terminates, the TServer does not recognize the EventOnHook, and I have to manually send an EventOnHook via the Support Phone. (I have had similar behavior in a Nortel Meridian 1 environment).

[mark]

[quote author=Kevin S link=topic=2409.msg9019#msg9019 date=1186666712]
I have to manually send an EventOnHook via the Support Phone. (I have had similar behavior in a Nortel Meridian 1 environment).


[/quote]

Kevin, is this a custom support phone (Genesys based)?

[cavagnaro]

i believe he means the one you find on genesys support under troubleshooting utilities section

[Kevin S]

Yes, I did mean [u]that[/u] Support Phone

[blacklord]

[quote author=victor link=topic=2409.msg9012#msg9012 date=1186638721]

You can also simulate a call where URS has a call but StatServer does not know about it (up to 7.1)
1. place a call into VQ
2. disconnect statserver
3. divert the call from VQ to an agent
4. reconnect StatServer
(this works when you have one reporting statserver and one routing one)



Vic
[/quote]

I'll attempt this one & see if I can simulate what i need.

cheers,

Lance

[mark]

[quote author=Kevin S link=topic=2409.msg9023#msg9023 date=1186693468]
Yes, I did mean [u]that[/u] Support Phone
[/quote]

Ok, found that, not used it before! Anyone have a quick guide on hot to not kill your environment when using this? Anything that I should NOT do?

Mark