S-dialer port in status CallDialing

[lcastillo]

Hi, I have other problem with Genesys.

When we run a campaing, we saw that ports are in CallDialing status for long time (30 min aprox), afer that, the port are available again. we check all the configuration and its ok.

Whe note that the mayor number of call that are in this state are from wrong numbers, my PSTN send me a message and never send me the disconect signal.

How I can disconect the call after 3 or 4 minutes ?

[cavagnaro]

can you describe better your problem? Are you using CPD? What PBX? How are you dialing, using ISDN or analog lines? The disconnection comes from the PBX not from Genesys, but we can help if you tell us your enviroment is like.

[lcastillo]

The main problem is.

We ran a campaing with predictive dialer, when a number is wrong or when the phone number is not reach, the port in s-dialer stay in dialing for 30 minutes. We check and detect that the PSTN don´t send the disconect signal. but I don't know if that is the problem.

We are using a Nortel Option 11 with Symposium Link, and use ISDN.

Than's for your help

[cavagnaro]

Hard to tell without any logs, configuration files. Try to reproduce the issue, post ISDN traces, OCS, CPD and TServer logs indicating the phone number, hour dialed.

[lcastillo]

I will send you the TServer, OCS and CDP server in a while

[lcastillo]

Hi, this are the logs from Genesys (Tserver, OCServer and CDP Server)
the information from a call is
ConnID: 00660197a9bd298d
Dial Numer: 1024339794 (where 10 is the prefix for outbound)
Port number: 1711

Thaks for your help.

[attachment deleted by admin]

[Fra]

Could you please post also CPD and OCS options ?

[Fra]

Mmh, look here in CPD logs:
[size=7pt][font=Times New Roman][/font]
09:08:53.0460 ThID:  1436: making a call to '1024339794'
09:08:53.0460 ThID:  1436: license consumed, 19 in use
09:08:53.0460 ThID:  1436: seizing voice channel dxxxB6C2
09:08:53.0780 ThID:  1436: enable PVD by default
09:08:53.0780 ThID:  1436: seizing T1/E1 data channel dtiB1T12
09:08:59.3280 ThID:  2452: call connected: dxxxB6C2
09:08:59.3280 ThID:  2452: positive voice detection: dxxxB6C2

09:08:59.3430 ThID:  2452: Event 'TCommEvent' received, ThisDN '1711', OtherDN '1711', ANI '1711',ReferenceID '0', ConnectionID '0000000000000000'

09:08:59.3430 ThID:  2452: DN found: Event 'TCommEvent', ThisDN '1711', OtherDN '1711', ANI '1711',ReferenceID '0', ConnectionID '0000000000000000'

09:08:59.3430 ThID:  1436: Unsolicited 'TCommEvent' received, 'EventEstablished' expected, DN '1711', ThisDN '1711', OtherDN '1711', ANI '1711',ReferenceID '0'[/size]

So actually after 6 seconds the dialogic board seems to receive a connect message from the PSTN..

[lcastillo]

ok, I will send you the CDP and OCS options..

do you note someting wrong?, I check the logs and see that the call connect, but never receive the disconnect event.. I know that by default genesys disconect the calls in status dialing after 30 min, but I don't know if is possible change this time... do you know if is possible? Where I can change the value? I think that this would help me while found the solution to this problem

[Fra]

Well,
if that happens just with wrong numbers, it means the network doesn't send any SIT tone and/or CPD doesn't recognize them. But in any case, 30 minutes looks strange to me and I don't know where it comes from. For all I know, but maybe our dear Cavagnaro may help us out  ,the option I would adjust is "call_wait_original_establish_timeout", look at the message of your CPD extracted a few lines above those I already posted:

[size=8pt][font=Times New Roman]09:08:53.046 Trc 11005 CPDServerMessage: Req_MakePredictiveCall
              LAttr_SwitchDBID 101
                  SAttr_DialTo 1024339794
      LAttr_VoiceTransferDBID 203
              BAttr_Extensions
'call_wait_connected_timeout' 30
'call_wait_original_establish_timeout' 6000
'call_wait_in_queue_timeout' 20
'call_wait_agent_connected_timeout' 15
'call_timeguard_timeout' 0
'call_answer_type_recognition' 4
'call_transfer_type' 1
'call_data' (list)
                BAttr_UserData
'GSW_TZ_OFFSET' -18000
'GSW_CHAIN_ID' 215
'GSW_PHONE' '24339794'
'GSW_RECORD_HANDLE' 34828
'GSW_CALLING_LIST' 'LSIACCS'
'GSW_CAMPAIGN_NAME' 'Campaña Cobro y Tarjetas'
'GSW_APPLICATION_ID' 125
'GSW_ATTEMPTS' 0
'GSW_CALL_RESULT' 28
            IATRCFG_REQUESTID 41622

        09:08:53.0460 ThID:  1436: making a call to '1024339794'[/size][/font]

The value is 6000, that is 100 minutes.....who raised it?!  The default value is 4..I'd set it to 10. When CPDServer gets from PSTN the indication that the call is answered, it waits "call_wait_original_establish_timeout" seconds for corresponding EventEstablished from TServer. If after "call_wait_original_establish_timeout" seconds EventEstablished is not received, CPDServer should make on-hook on the port and return TransferError to OCS. Try and let us know

Fra

[cavagnaro]

Question....are you using Alcatel by any chance...??
Or anyway, any PBX you have, can you get PSTN traces? I would like to know which message the PSTN network is sending to your PBX...I have came accross with some situations when PSTN sends connected messages even when was an invalid number....just would like to discard this situation and see what is generating this event.

[lcastillo]

Hi, cavagnaro, We are use a Nortel Option 11c with symposium link, I will to catch some logs from the PBX and send you.

Thank's for your help

[lcastillo]

Hi, I don't know what can I do for solve this problem... We check only happen in analogic extensions, I think that will be in the dialogic card, but I don't how check it... I find in documentation that exists a tool (isdntrace) that check all message that come from PSTN, but I could not find it..

I will be crazy with that... 

[René]

Hi,

It's possible to enable ISDN logging on CPD Server as well. Please check Genesys documentation (Outbound Contact 7.5 Deployment Guide) for information how to enable it (name of option's key is "isdn-trace").

I've heard already about similar issue to yours. It was related to public network - some messages were missing on ISDN channel when dialling customers using analog lines (connection between public switch and customer's phone was analog) = port remained in dialling state for several tens of minutes.

R.

[lcastillo]

Hi Rene... do you know how other person with the same issue are solve the problem?