dropped calls to agents on calls

[jaime]

i have had several cases where an agent will get a call from genesys, then a few minutes later that call will be dissconnected and another call forced to them. this is happening every day. I am not sure that genesys is seeing the agent state. Now the question is where do i look to find the cause.

we are on genesys 6.5 and use softphone
PBX is an avaya rel 11.

[cavagnaro]

6.5? Wo that is very old...if you can upgrade to last TServers, many problems have been fixed since then. If you can't start looking for any last change on PBX and also on TServer logs.

[jaime]

we might be upgrading, however we might be going back to a avaya CMS model. I just want to get an idea why this is going on even if i cant fix it on the current release.

[cavagnaro]

If you can post a TServer log so we can get a better idea of what is going on and if you identify the call and agent and the connID with the problem better for us and you.

[jaime]

sounds good i will post one as soon as i get the next dropped call reported in.

thank you.

[jaime]

here is the t-server log file. the call dropped at 12:13. the users extension is 3068

[attachment deleted by admin]

[cavagnaro]

I can't find the disconnect event, after the event stablished comes a confirmation from the link that it has an Inbound call (connid 0072019c01410473)

PARTIES:
Call_info: call_id 219, conn_id 0072019c01410473 Inbound
VDN=4308  routed_to=3068
  1) t4.59--(ext), role 1, state ES+(Established), id=1, Created:1222964009
  2) 3068-(int), role 2, state ES+(Established), id=2, Created:1222964014


However from there...nothing...

[jaime]

thanks for looking, i got another report today and in this log file segment shows a dissconnect event. the caller was cut off in the middle of the conversation with the call center. user extension is 3066 it happend at 8:47am.

[bcyk]

According to the T-server log, calling party disconnected the interaction.

------------------------------------------------------------------------
** link[0] ** 08:47:47.2010
08 02 84 5F 62 96 1C 22 91 A1 1F 02 01 02 02 01 95 40 17 08 02 81 FF 0C 06 80 23 23 23 23 23 10 02 01 2B 96 44 01 81 47 01 84
=== parsed message ===
prot_discr = 8
CRV = 845f
MsgType = 98 (FACILITY)

Facility:  serv_discr = 17(q932_suppl)  fac_ie = component_tag = A1(INVOKE)
invoke_id tag: 02, value = 2
operation tag: 02, value = 149(EventReport)
params = q931_tag = 40
list =
Cause:  code_std_loc = 1(CCITT_PubNetLocUsr)  cause = 127(C_UNSPECIFIED)
Connected_Number:  type_plan = 0(unknown)  address = #####
[color=red]Call_Id:  call_id = 299
Party_Id:  party_id = 1
Specific_Event:  value = 4(Disconnect)[/color]
PARTIES:
Call_info: call_id 299, conn_id 0072019c0141177f Inbound
VDN=4309  routed_to=3066
[color=red] [b] 1) t2.127--(ext), role 1, state DELETED+ES+(Established), id=1, [/b][/color] Created:1223038002
  2) 3066-(int), role 2, state ES+(Established), id=2, Created:1223038002

g3_delete_call: call 299 marked for delete in 7000 msec
------------------------------------------------------------------------


T-server received the trunk disconnection signal (t2.127: trunk group 2, channel 127) and generated EventReleased.

The side-effect is that next queued call may arrive if agent mode is Ready.

There are many way of configurations to avoid such unwanted "forced-in", depending on user-requirement and available resources.

A. T-server only (no Genesys URS)
    1. Use Avaya Timed ACW
        - please search this web site on keyword "Avaya Timed ACW"

    2. Change Ready mode from AutoIn to ManualIn in the DesktopToolkitX
        - for Avaya agent mode summary and behaviors, please search for
          keyword "AutoIn" or "ManualIn" in this web site
        - NB: agents are required to manually change to Ready mode for every call


B. T-server + URS
    - enlarge the value in verification_time option to fix your environment

[jaime]

thank you so much for your response and help on this.