Call on treatment VDN and CTI link disconnect

[manas]

Call lands on incoming  VDN and strategy moves it to busy treatment  VDN . While the music is being played  out ,CTI  link disconnects . Now URS keeps sending "requestroutecall  "    and T-server keeps responding with AttributeErrorCode 54(switch not connected). This continues till few minutes CTI link gets connected  and call gets claered from VQ and deleted from URS .

The switch is avaya and vector  of typical busy treatment VDN is :

1 sec silence
Adjunt route
announcement
music of 600 sec
default route




Is there a way to handle such scenarios where the call gets default routed immediately without  continuing sending requestroutecalls.

[cavagnaro]

Any logs?

[mhoganinatl]

Using the call_tracking option within URS will allow URS to delete the call if no confirmation is received from the treament routerequest within 60 seconds. 

[manas]

We have call_tracking option value as true and call_kpl_time as 60. Would be there be any other setting i should be checking . All stuck call clerance options are also set. We have 7.6 Genesys set up

[René]

Hi,

IMHO there is no solution on Genesys side as Genesys can't control the call if CTI link is down. Check with your Avaya experts if Avaya can take control over the call in case third party (CTI) application disconnects.

R.