Error with call release

[fthierry]

Hi all,

we use AVAYA and Genesys  7.2.008.01.

Our Agent desktop sometimes get an error from the TServer when the agent try to release a call.
The desktop get : TServerAES_P Protocol Error (On)

And here the TServer log :

09:35:16.794 Trc 04541 RequestReleaseCall received from 1844 (2822 AMSConnectorTest)
message RequestReleaseCall
AttributeReferenceID 42
AttributeConnID 0067019b0acee83d
AttributeThisDN '63239'
09:35:16.794 Int 04543 Interaction message "RequestReleaseCall" received from 1844 ("AMSConnectorTest")
** ts7.2.008.01[1] <> ** 09:35:16.7940
08 00 00 17 08 02 01 D8 62 96 1C 0F 91 A1 0C 02 01 B9 02 01 88 40 04 10 02 04 C1
=== parsed message ===
prot_discr = 8
CRV = 1d8
MsgType = 98 (FACILITY)

Facility:  serv_discr = 17(q932_suppl)  fac_ie = component_tag = A1(INVOKE)
invoke_id tag: 02, value = 185
operation tag: 02, value = 136(TP_SelectiveDrop)
params = q931_tag = 40
list =
Call_Id:  call_id = 1217

** link[1] <> ** 09:35:16.7940
08 02 81 D8 62 96 1C 0F 91 A3 0C 02 01 B9 02 01 88 40 04 08 02 81 EF
=== parsed message ===
prot_discr = 8
CRV = 81d8
MsgType = 98 (FACILITY)

Facility:  serv_discr = 17(q932_suppl)  fac_ie = component_tag = A3(RETURN_ERROR)
invoke_id tag: 02, value = 185
error_value tag: 02, value = 136(TP_SelectiveDrop)
params = q931_tag = 40
list =
Cause:  code_std_loc = 1(CCITT_PubNetLocUsr)  cause = 111(C_PROTERR)

@09:35:16.7940 [0] 7.2.008.01 send_to_client: message EventError
(Capability sequence has been violated, or underlying protocol error has been detected)
AttributeEventSequenceNumber 0000000000f39a4c
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 794000
AttributeTimeinSecs 1224056116 (09:35:16)
AttributeReferenceID 42
AttributeErrorCode 601
AttributeErrorMessage 'Protocol Error'
AttributeThisDN '63239'
09:35:16.794 Int 04545 Interaction message "EventError" sent to 1844 ("AMSConnectorTest")
09:35:16.794 Trc 04542 EventError sent to 1844 (2822 AMSConnectorTest)
** link[1] <> ** 09:35:16.7940
08 02 82 3A 62 96 1C 13 91 A1 10 02 01 02 02 01 95 40 08 10 02 05 26 96 47 01 99
=== parsed message ===


AMSConnectorTest is ou application desktop developped with java and it is not a web client.


Does someone know what happen ?
Our Genesys administrator seems to have only one solution after this kind of problem : Destroy the DN and recreate the DN.

Any ideas ?

Thanks

Best Regards

Fabien

[barleycorn]

Sounds like the call may already have been released. Can you check the T-Server log prior to your requestReleaseCall to see if the call was dropped and your application did not catch the event?

[fthierry]

When we look at the logs before the error :
a customer call arrive in strategy and the call is routed to an Agent 1.
We can see the ringing event.
then we can see the etablished event and just after a requestReleasedCall.
Then we can see our error we don't see Released event between the etablished an the requestReleased or the error.

Any ideas ?

Best Regards

Fabien

[S]

what is the value for the option retry-on-proterr

It should be non-zero value.

In some situations protocol errors are caused by requests that are issued before the switch is ready to accept them

hope this helps
S

[MATEOB]

OK ! We checked the option of our Tserver : retry-on-proterr = 0.
What should be the good value to correct those protocol errors.
We works on Avaya ACM3 solution with Genesys 7.2.

Thanks for your answers !!

mateo

[S]

First you have to remember what caused the issue. Either the Switch is delaying the processing of requests or switch is not even responding. So assuming that the switch is delaying the processing requests, you can set the option retry-on-proterr = 2 and then contact Avaya regarding this issue.

S

[Murarji]

we are facing the same error at our call center. can someone please advice where exactly to find this perticular property. The only difference that we have in our environment is that we have Siebel as the main CRM and ADT is being used via and adaptor which is called GPlus adapter for Siebel.

regards,