Help with call flow in genesys, the call hangup

[lcastillo]

Hi, all.

I'm checking for a problem in a Call Center, some call are distribute and when a agente answer the call, the call hangup.

I need to check if the problem is in Genesys or in PBX, I check the t-server log and URS log, but don't find the problem.

Could u help me?

Attach are the URS and t-server logs-

[lcastillo]

I forgot, in the logs, the ConnID for the call that haungup is 006601967deab957

[cavagnaro]

Hum this is weird:

@15:26:16.7120 [mlink] (processStatusChange)
@15:26:16.7120 [mlink] (processScOnhook)
@15:26:16.7120 [gctm] Call [006601967deab957/14e,s6,t7] distributing EventOnHook
@15:26:16.7120 [gctm] Call [006601967deab957/14e,s6,t7] processOnHook
@15:26:16.7120 [gctm] [color=red]Translate On-Hook to Released[/color]
@15:26:16.7120 [gctm] Call [006601967deab957/14e,s6,t7] EventReleased delayed for party match.
@15:26:16.8530 [<<] FF 0A 00 24 04 00 00 08 0F 00 37 04 20 88 36 08 00 08 36 30 36 31 38 03 05 96 06 00 00 01 4E 5F 05 0F 1A 2C
Status Change
This Device TN:2088
This Device DN:Internal, 6061
This Device Status:Disconnect
Call ID:14e
Enhanced Time Stamp:15:26:44
@15:26:16.8530 [mlink] (processStatusChange)

Can you explain a little bit how the call is arriving to your CC? Any IVR in the middle?

[bcyk]

Tserver for Nortel Communication Server 1000 with SCCS/MLS, Version: 7.1.002.02 Compiled: Jul 28 2005 15:30:30

ConnID = 006601967deab957
DN (extension) = 6061
[color=red]----> what is the Position DN for 6061?
        If and only if paired[b] Position DN of extension 6061 is 6091[/b],
        then, below suggestion makes sense and worth to try[/color]


============== truncated messages =======
@15:26:12.7280 [0] 7.1.002.02 distribute_response: message EventEstablished
AttributeThisDN '6061'
AttributeConnID 006601967deab957
AttributeCallID 334
AttributeCallType 2

@15:26:12.9150 [gctm] Party [006601967deab957:6061,sc,at1,r2,l1] EvEstablished ignored, already in Est. state
@15:26:12.9150 [<<] FF 0A 00 1B 04 A1 C9 08 0A 00 30 08 00 00 36 30 36 31 71 03 00 96 06 00 00 01 4E
[b]Answer Response[/b]
Reference ID:21c9
Origination Address:Unknown, [b]6061[/b]
Result:[b]Successful[/b]
@15:26:12.9150 [gctm] Address [6061,t1,s1] processOffHook
@15:26:12.9150 [gctm] Party [006601967deab957:6061,sc,at1,r2,l1] EvEstablished ignored, already in Est. state
15:26:13.197 Trc 04541 RequestAgentNotReady received from 740 (02d8 Desktop Toolkit 5.1 OLE/COM)
message RequestAgentNotReady
AttributeThisDN '6091'
AttributeAgentWorkMode 0 (Unknown)
AttributeReferenceID 10
@15:26:13.1970 [tsgctm] Distributing request RequestAgentNotReady
@15:26:13.1970 [mlink] AgentLogin [6091,id0039,s2] (reqAgentNotReady)
Not Ready
Reference ID:21ca
[b]This Device DN:Unknown, 6091[/b]
[b][color=red] No Call Disconnect:0[/color][/b]
                ^^^^^^^^^^^^^
@15:26:16.7120 [<<] FF 0A 00 24 04 00 00 08 0F 00 37 04 20 88 36 08 00 08 36 30 36 31 38 03 01 96 06 00 00 01 4E 5F 05 0F 1A 2C
Status Change
This Device TN:2088
This Device DN:Internal, 6061
This Device Status:On-Hook
Call ID:14e
Enhanced Time Stamp:15:26:44
@15:26:16.7120 [mlink] (processStatusChange)
@15:26:16.7120 [mlink] (processScOnhook)
@15:26:16.7120 [gctm] Call [006601967deab957/14e,s6,t7] distributing EventOnHook
@15:26:16.8530 [gctm] Call [006601967deab957/14e,s6,t7] distributing EventReleased
@15:26:16.8530 [gctm] Call [006601967deab957/14e,s6,t7] EventReleased ignored, already have release.



===================== check T-server option "[b]no-call-disconnect[/b]"
set it to [b]3[/b] in Genesys 7.1 T-server for NCS1000


no-call-disconnect
Default Value: 0 (All current calls are disconnected)
Valid Values:
0 All current calls are disconnected.
1 Current ACD calls are not disconnected.
2 Current DN calls are not disconnected.
[color=red][b]3 Neither ACD nor DN calls are disconnected.[/b][/color]
Changes Take Effect: Immediately

Specifies the way the switch handles calls if the workmode parameter is set to
AgentNoCallDisconnect in the TAgentSetNotReady function call. Globally sets
the behavior for AfterCallWork.
Note: If Agents use no-call-disconnect, Stat Server 7.0 or higher is required.



good luck

[victor]

Hi, BCYK has it right:

for Nortel, you need to set no-call-disconnect to 3 in order to not have your calls disconnected when you set your agent to not-ready after answering the call. I am sure there is a reasoning behind this atrocity, but I fail to see it.

Try it and it shoudl take care of your problem.

[lcastillo]

Ok. I will check the no-call-disconnect and let you know any news

[CTIgem]

By looking at your log,
I see that "Request Agent Not Ready" is coming from your agent desktop...shortly after answering.


@15:26:12.9150 [<<] FF 0A 00 1B 04 A1 C9 08 0A 00 30 08 00 00 36 30 36 31 71 03 00 96 06 00 00 01 4E
Answer Response
Reference ID:21c9
Origination Address:Unknown, 6061
Result:Successful
Call ID:14e
@15:26:12.9150 [mlink] (processAnswerResponse)
@15:26:12.9150 [gctm] distributing EventEstablished to model
@15:26:12.9150 [gctm] Call [006601967deab957/14e,s6,t7] distributing EventEstablished
@15:26:12.9150 [gctm] Call [006601967deab957/14e,s6,t7] processEstablished
@15:26:12.9150 [gctm] Party [006601967deab957:6061,sc,at1,r2,l1] processEstablished
@15:26:12.9150 [gctm] Address [6061,t1,s1] processOffHook
@15:26:12.9150 [gctm] Party [006601967deab957:6061,sc,at1,r2,l1] EvEstablished ignored, already in Est. state
15:26:13.197 Trc 04541 RequestAgentNotReady received from 740 (02d8 Desktop Toolkit 5.1 OLE/COM)
message RequestAgentNotReady
AttributeThisDN '6091'
AttributeAgentWorkMode 0 (Unknown)
AttributeReferenceID 10

[lcastillo]

Hi, I check all the option in tserver and don't find the no-call-disconect parameter,

must I create it?
attach is a image whit the options in t-server

[cavagnaro]

Yes, you must create it. Check the TServer doc and if says optional you may create it.