Send DTMF By Gplus Adapter for mySAPCRM 4.0 ERROR

[cv]

Agent dail a Phone Number with extension (ex.12345678-8888) by Gplus Adapter , after call 12345678 is established, the agent proceeded extension by send DTMF,it is
faild.
I took the TServer-log to find that Adpter send DTMF request one by one instead of collect all DTMF for only one request, and first DTMF is OK, and second DTMF is error.

Any advice

The version of app:
mySAP CRM 5.0,
Gplus Adapter 6.5.300.10.
Tserver 7.2.000.10
PBX:Alcatel OXE

The Error Log snapshot:
................

15:59:13.031 Trc 04541 RequestSendDTMF received from 416 (070f DesktopToolkitX)
message RequestSendDTMF
AttributeThisDN '6011'
AttributeConnID 00660177d4d662b4
AttributeDTMFDigits '1'
AttributeReferenceID 32
15:59:13.031 Int 04543 Interaction message "RequestSendDTMF" received from 416 ("DesktopToolkitX")
07/30/07@15:59:13.031 +++ RqHandler::RequestSendDTMF +++
  got message from client <70f0008>
  device <6011> is replaced by <8011>
  [8011/8011]: check device for 'RequestSendDTMF'
  *** Transaction Info:
    Type/Oper. : 5 - 19 <Request : SendDTMFTones>
    hostRef    : 1365
    ConnId[0]  : (3439-14c)-<(Unknown)>
    SubjDev[0] : 8011 (Private)
    LocalDev[0]: 8011 (Unknown)
    LocalDev[1]: 1 (Unknown)
    Params     : 3, 3
    userInfo   : 70f0008, 32
  H->S 34 bytes send, invoke id 4965 (x1365), 1[3] requests pending
--- RqHandler::RequestSendDTMF ---
07/30/07@15:59:13.046 +++ Err::<StateIncompatibility (NoActiveCall)> +++
  *** Transaction Info:
    Type/Oper. : 3 - 516 <Error : <StateIncompatibility (NoActiveCall)>>
    hostRef    : 1365
  [8011]: event received, for <RequestSendDTMF:70f0008:32:72249:1>
  Unsolicited error: req (RequestSendDTMF) on <8011>
@15:59:13.0460 [0] 7.2.000.10 send_to_client: message EventError
(No active call)
AttributeEventSequenceNumber 000000000005675f
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 46000
AttributeTimeinSecs 1185782353 (15:59:13)

..............

[cavagnaro]

Don't know too much about MySAP Gplus Adapter but i'd try to search an option where to indicate how to send those tones.

[calvin]

Genesys engineer told me that the problem I have is that the CTI link will not accept requests to send DTMF digits while it is already sending them,so this is a switch CTI link limitation and not a Genesys one.

To inprove the Genesys opinion,I send DTMF from the handset instead of Adapter,the result is ok,but Genesys engineer's answer is that the handset buffers the keystrokes and he don't think that it sends them atthe same rate that I type them.

Do you guys have any other opinion??

[cavagnaro]

Which version of OXE and TServer are you using?
Now i wouldn't say that is 100% true as the DTMF option works fine on GAD for example and it sends the MF as you press the key...
Will try to do some tests on my lab...

[calvin]

Hi cavagnaro,

Thanks a lot for your focuse on my problem.

The PBX+CTI I used is Alcatel OXE 7.0 and TServer 7.2.000.10.

I get no errors when I wait 1 sec between digits by Adapter, maybe the Genesys's analyse is right,but as you know, the Gplus Adpter is a kind of out-of-box application,and I cann't find the way to collect all of the digits as one string and make the one request as Genesys mentioned.

I found two options of TServer for Alcatel OXE in 7.0 Deployment Guide:

<dtmf-tone-duration>
<dtmf-tone-pause-duration>

It looks like to let TServer wait for the preceding digit to be sent to link,but the options had been removed in 7.2 TServer,Do you think these options are usable yet??


Best Regard
Calvin

[cavagnaro]

Hi,
Those options were removed on version 7.0.204 of TServer.


I have been looking your log and I see this:

StateIncompatibility (NoActiveCall)

Do you have some other software like ActiveX Desktop Toolkit? GAD? GCNThick so you can test on those? If not let me know so i can give you some software to test.

Regards

[calvin]

Hi,

I used Starter App to test,that is ok,because with Starter App ,I can collect all DTMF codes for only one request to send to link,but it is not achieved in Gplus Adapter.

I guess that the Alcatel OXE have some option to tune the duration of DTMF,but I have no conditions to test it.

BestRegard
Calvin

[cavagnaro]

I do not understand the "collect all DTMF" as when you dial an external number and then an Automatic Attendant answers you send a DTMF pulse by pulse until the AA recognizes a valid string and do what it is programmed to do, how can you or Genesys know when to launch the "recollected" pulsations?

[calvin]

HI,

I think "collect all DTMF" means that two steps action,the first is "collect",the agent input all DTMF(extension number) to the desktop App,the second is "send",the angent click the button to invoke T-Lib API just like :

int TSendDTMF(TServer server,TDirectoryNumber dn,TConnectionID conn_id,char *digits,TKVList *reasons,TKVList *extensions);

to link,and then waiting for the response event.

Attach the log of TServer for AVAYA Simulator, it is a pity that Simulator do not support send DTMF from Agent Starter App.
............
14:02:14.379 Trc 04541 RequestSendDTMF received from 416 (0004 TServer_Simulator - SPv7203ST)
message RequestSendDTMF
AttributeThisDN '1140'
AttributeConnID 0291017c41ea7001
AttributeDTMFDigits '1234' <===================collect digit
AttributeReferenceID 8
14:02:14.379 Int 04543 Interaction message "RequestSendDTMF" received from 416 ("TServer_Simulator - SPv7203ST")
** ts7.2.008.01[1] <> ** 14:02:14.3790
08 00 00 20 08 02 01 83 62 96 1C 18 91 A1 15 02 01 AB 02 01 C8 40 0D 10 02 00 0B 96 02 06 91 C0 31 32 33 B4
=== parsed message ===
prot_discr = 8
CRV = 183
MsgType = 98 (FACILITY)

Facility:  serv_discr = 17(q932_suppl)  fac_ie = component_tag = A1(INVOKE)
invoke_id tag: 02, value = 171
operation tag: 02, value = 200(SendDTMF)
params = q931_tag = 40
list =
Call_Id:  call_id = 11
User_Entered_Code:  type = 17(Type_CustProv)  timeout = 64(CollectedData)  data = [4] 31 32 33 34 '1234'

WARNING: 'no_replay_handler' RequestSendDTMF failed on CRV=0x0183.
@14:02:17.3840 [0] 7.2.008.01 send_to_client: message EventError
(No link responding)
AttributeEventSequenceNumber 000000000000032d
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 384000
AttributeTimeinSecs 1187676137 (14:02:17)
AttributeReferenceID 8
AttributeErrorCode 147
AttributeErrorMessage 'No link responding'
AttributeThisDN '1140'

...............

Calvin