" /> URS HA doesn`t route call to available agents - Genesys CTI User Forum
« previous next »
Pages: [1]   Go Down

Author Topic: URS HA doesn`t route call to available agents  (Read 5001 times)

TTD

  • Guest
URS HA doesn`t route call to available agents
« on: October 09, 2007, 03:21:43 PM »
Advertisement
Hi,

I have a problem with the High Availability of the URS.
I configured an environment with an hot standby URS.
When I stop the primary URS all calls will be routed via the Backup HA URS.
Everything seems to be fine.
But unfortunately when I shutdown the whole server (with the primary URS) the backup URS doesn`t route the call to the agent. The calls queuing endless. Also new calls won`t be routed. The backup URS see the agents in a wrong status.

Server1:
Statserver_Routing (Primary)
DBServer_Statserver (Primary)
URS (Primary)

Server2:
Statserver_Routing (Backup)
DBServer_Statserver (Backup)
URS (Backup)

What could be the the reason for that?

Thx!
Logged

Offline Sylvainsjc

  • Full Member
  • ***
  • Posts: 137
  • Karma: 2
Re: URS HA doesn`t route call to available agents
« Reply #1 on: October 09, 2007, 03:52:50 PM »
  • Best Answer
    • The best way to find "why" is to investigate the logs file of backup URS.
    What is the release of URS ???
    Logged

    TTD

    • Guest
    Re: URS HA doesn`t route call to available agents
    « Reply #2 on: October 09, 2007, 04:17:30 PM »
  • Best Answer
    • I certainly analysed the backup logfile.
    I read that the Backup URS changed the mode to active. Also new calls will be routed to the queue. But the status of the agents in the logfile is wrong.
    Because of that the call won´t be routed to the available agents.

    URS Release 7.5.002.02
    Logged

    Offline René

    • Administrator
    • Hero Member
    • *****
    • Posts: 1832
    • Karma: 62
    Re: URS HA doesn`t route call to available agents
    « Reply #3 on: October 09, 2007, 05:46:05 PM »
  • Best Answer
    • Hi,

    Maybe you should focus on StatServer rather than URS. If URS doesn't have accurate information about the agents (=backup StatServer doesn't work properly) that it's unable to route incoming calls.

    It would be helpful posting part of URS logs covering the period of HA switch?

    René
    Logged

    Offline Kevin S

    • Full Member
    • ***
    • Posts: 145
    • Karma: 4
    Re: URS HA doesn`t route call to available agents
    « Reply #4 on: October 09, 2007, 08:14:07 PM »
  • Best Answer
    • What is the value of the "pickup_calls" option for your URS? There are references to it and URS High Availability in the URS reference.
    Logged

    Offline Sylvainsjc

    • Full Member
    • ***
    • Posts: 137
    • Karma: 2
    Re: URS HA doesn`t route call to available agents
    « Reply #5 on: October 10, 2007, 07:34:22 AM »
  • Best Answer
    • I use HA for all genesys components (framework, media layer and routing).
    I have 2 servers aix 5.3
    If i stop the primary server, the backup components switch correctly to primary mode and only the first call is cleared by URS (problem with opening stat on restart).
    The next calls are correctly routed to agents targets
    Are you sure that the options are correctly matched between URS and his backup. And between StatServer and his backup ?
    Otherwise, as René said, can you post your URS logs ?
    Logged
    Pages: [1]   Go Up
    « previous next »