cannot receive chat interaction

[Luk]

Hello colleagues,

A question about chat.
From one end, I can start a chat session using the WebAPIServer .NET samples (version 7.6). However, at the agent side (GAD 7.6.1), I cannot receive the chat interaction. More, after some time (approx 30 seconds) the agent becomes Not Ready for chat. The agent is in the Agent Group "Chat distribution for processing".


This is from the GAD log file:
[quote]02 12 15:47:47:786 [              Inner*] WARN          Ail.Place.Is  While handling IsEventInvite:
com.genesyslab.ail.exception.RequestFailedException: Update Chat error: com.genesyslab.icc.api.contactserver.PersistentException: Could not update Persistent
at com.genesyslab.ail.core.server.ucs.interaction.InteractionsServiceImpl.updateChat(InteractionsServiceImpl.java:1685)
at com.genesyslab.ail.core.server.ucs.interaction.IxnChatAdapter.save(IxnChatAdapter.java:95)
at com.genesyslab.ail.core.services.interaction.InteractionData.save(InteractionData.java:96)
at com.genesyslab.ail.core.services.interaction.ChatData.load(ChatData.java:80)
at com.genesyslab.ail.core.InteractionChatImpl.init(InteractionChatImpl.java:114)
at com.genesyslab.ail.core.AilFactoryImpl.createInteractionChat(AilFactoryImpl.java:1479)
at com.genesyslab.ail.core.AilFactoryImpl.createInteraction(AilFactoryImpl.java:1053)
at com.genesyslab.ail.core.AilFactoryImpl.createInteraction(AilFactoryImpl.java:1096)
at com.genesyslab.ail.core.place.DelegateIs.evtRinging(DelegateIs.java:671)
at com.genesyslab.ail.core.is.IsService.push(IsService.java:966)
at com.genesyslab.ail.core.AilModule.execute(AilModule.java:135)
at com.genesyslab.ail.component.framework.Component.forward(Component.java:46)
at com.genesyslab.ail.component.framework.QueueComponent$1.run(QueueComponent.java:55)
at EDU.oswego.cs.dl.util.concurrent.QueuedExecutor$RunLoop.run(Unknown Source)
at java.lang.Thread.run(Thread.java:595)
...

02 12 15:48:17:717 [nesyslab.PCT.invoker] DEBUG    Ail.Omsdk.Driver  com.genesyslab.platform.commons.protocol.ChannelErrorEvent[source=com.genesyslab.platform.openmedia.protocol.InteractionServerProtocol@a40787@{GAD - tcp://UKVS2GENESYS:6130}]; cause: com.genesyslab.platform.commons.protocol.MissingAttributeException: Attribute is not accepted by the message. (18 in 190).ChannelListener: channel error
02 12 15:48:18:373 [KVS2GENESYS_receiver] DEBUG        Ail.Framework  Enqueueing IslibEventRevoked
02 12 15:48:18:389 [nesyslab.PCT.invoker] DEBUG    Ail.Omsdk.Driver  com.genesyslab.platform.commons.protocol.ChannelErrorEvent[source=com.genesyslab.platform.openmedia.protocol.InteractionServerProtocol@a40787@{GAD - tcp://UKVS2GENESYS:6130}]; cause: com.genesyslab.platform.commons.protocol.MissingAttributeException: Attribute is not accepted by the message. (17 in 190).ChannelListener: channel error
02 12 15:48:18:389 [              Inner*] DEBUG        Ail.Framework  Executing  IslibEventRevoked (time in queue: 16 ms)
02 12 15:48:18:389 [KVS2GENESYS_receiver] DEBUG          Ail.Loader  @@ Lagaffe.Deployer.Outer.OmsdkDriver -> Lagaffe.Deployer.Inner.IsComponent : IslibEventForcedAgentStateChange
        Extensions              Map
        ProxyId                  22
        AgentStateChangeOperationNotReadyForMedia
        DonotDisturb            false
        EventTime                Tue Dec 02 15:48:17 GMT 2008
        MediaList                Map
                email = 1
                chat = 0
        MediaTypeName            chat

[/quote]


Does anybody have an idea why the chat interaction doesn't come through or why chat goes to Not Ready?
Thanks

[catanirex]

Does IxnSrv has a connection to Chatserver, and ChatServer a connection to Ixn Srv?

[René]

Hi Luk,

Based on provided GDesktop logs it seems that incoming chat interaction doesn't exist in Universal Contact Server database (message "Update Chat error: com.genesyslab.icc.api.contactserver.PersistentException: Could not update Persistent"). Please check that Chat Server has connection to Universal Contact Server (UCS). Chat Server won't be able to create interaction in UCS db without that connection.

GDesktop doesn't allow an agent to accept incoming chat interaction due the errors so Interaction Server changes agent's status to Not Ready once delivery timeout (30s by default) expires. It's the way IxnServer protects itself and system (routing) from routing multimedia interactions to agent(s) who doesn't accept them. You can change delivery timeout by modifying Interaction Server options - section "settings", key "delivering-timeout".

R.

[Luk]

[quote author=René link=topic=3633.msg15424#msg15424 date=1228246229]
Hi Luk,

Based on provided GDesktop logs it seems that incoming chat interaction doesn't exist in Universal Contact Server database (message "Update Chat error: com.genesyslab.icc.api.contactserver.PersistentException: Could not update Persistent"). Please check that Chat Server has connection to Universal Contact Server (UCS). Chat Server won't be able to create interaction in UCS db without that connection.

R.
[/quote]

Hi Rene,

Chat Server has connections to Interaction Server, Message Server and UCS.
Interaction Server has connections to Chat Server, it's DAP, Message Server, StatServer and UCS.

I just had it working for a few minutes, by changing the StatServer Interaction Server connects to... Strange ?!

Luk.

[René]

That's really strange

Do you have IxnServer logs from the period when it didn't work? Would be interesting to find out what was wrong...

R.

[Luk]

[quote author=René link=topic=3633.msg15439#msg15439 date=1228333863]
That's really strange

Do you have IxnServer logs from the period when it didn't work? Would be interesting to find out what was wrong...

R.
[/quote]

Hi Rene,
I've attached log files of IXN, GAD, ChatServer, URS, StatServer and UCS. To make it some easier for you, I can tell that the agent was logged in at 16:01:21.  It's all happening in the few minutes after that

I would be very happy if you could give me an idea on how to fix this.

Thanks,
Luk


[attachment deleted by admin]

[René]

Hi Luk,

I did quick analysis of provided logs and found cause of your issue - there is lot of cycled interactions in the routing and some of these are routed to agents as well. It wouldn't be an issue but UCS is unable to find these in UCS database! So agent becomes blocked in case such interaction comes to his/her desktop as GDesktop isn't able to process it.

I'm not able to say why these are missing in UCS database but there are several possibilities:
- problem on database side (no space, unsupported version)
- some configuration issue on Genesys side (missing connection etc.)
- interactions has been removed from UCS using built-in purging mechanism
- "ruins" of previous testing

I would recommend you to get rid of these. You can use GDesktop Supervisor (preferred) or remove interaction from IxnServer "interactions" table. Maybe it would be possible to stop these in routing strategy using "Stop interaction" block without notifying UCS. But I'm not sure about that...

R.

[Luk]

[quote author=René link=topic=3633.msg15507#msg15507 date=1228472167]
Hi Luk,

I did quick analysis of provided logs and found cause of your issue - there is lot of cycled interactions in the routing and some of these are routed to agents as well. It wouldn't be an issue but UCS is unable to find these in UCS database! So agent becomes blocked in case such interaction comes to his/her desktop as GDesktop isn't able to process it.

I'm not able to say why these are missing in UCS database but there are several possibilities:
- problem on database side (no space, unsupported version)
- some configuration issue on Genesys side (missing connection etc.)
- interactions has been removed from UCS using built-in purging mechanism
- "ruins" of previous testing
[/quote]

Hi Rene,

You are a real hero!!! I had a look in the interactions table and saw there were some f*?!cked up interactions in there from approx a month ago. I stopped all the services and removed them from the table. Problem fixed!!
You cannot believe how relieved I am. It got me pretty frustrated this week. Very happy to get it solved before the weekend!!

Thanks a million,
Luk.