EventError [56: 'Invalid connection id']

[valeriuc]

Hello guys,

I'm having a lot of errors on RequestGiveRingBackTreatment:
"TMsg [RequestGiveRingBackTreatment(4092)] Generating EventError [56: 'Invalid connection id']"
Can you please explain how this RequestGiveRingBackTreatment can occur after on an invalid call?

Regards,
Valeriu

[kowari]

Has the call already been routed? Or hung up? or diverted somewhere other than the DN you were trying to put the ringback on.

OR  is ringback a valid action to take at that point in the call?

[persmen]

Hi;

  I offer check PBX log and TServer log files for error. Genesys assign an Connection id to call and follow all call operations this id. But pbx side unique number is call id. Sometimes TServer lose connection id information. Some of error i catch on my system pbx related. (not all of them) Sometime Pbx call id information changed(usually in incorrect transfer or conference operation). May be you have same problem. In TServer log files check connection id and call id information for related call.

[cmcshane]

Is the call failing or are these just events from the log ? A separate connection id can be generated for the consult portion of a call, i.e call transferred to/from IVR or external source. Depending on your URS configuration it may start running the strategy immediately for the consult portion of the call, thereby using that conn id. Once the call is established the consult call is destroyed and the original conn id is used. The router will issue a request for service on the consult connid, but as it's destroyed t-server won't recognise it and generate an invalid conn id message.

If you send the tserver/URS logs I can check this out for you.

[Sandy]

I am facing the same issue,Its very important for me to solve this. Can you please help.
whenever a users is on a call suddenly the call drops. Whenever i tried to analyze the logs i found that there is no entry for that time in the CTI logs.
I took a look at the genesys toolkit 5.1(Tserver) logs and i found that there is a invalid ConnId. Error message is Invalid ConnId code 56.
Please suggest me some points to debug and solve this error.

[cavagnaro]

Please post some logs and some call flow in order to be able to help, without them it is almost impossible for us to help, we can only guess.

[Sandy]

Log.........
Here is the Tserver log for the invalid ConnId, i have no idea from where 4c61... is coming from.
Is siebel sending it! Please help


12:35:35.293 Trc 04541 RequestHoldCall received from 2484 (90c3 Desktop Toolkit 5.1 OLE/COM)
message RequestHoldCall
AttributeThisDN '86449'
AttributeConnID 4c616e6775616765
AttributeExtensions [2] 00 00..
AttributeReason [75] 00 03 00 00..
'Reason' 'Unknown'
'Language' 'English'
'Caller Type' 'Commercial Property'
AttributeReferenceID 114
12:35:35.293 Int 04543 Interaction message "RequestHoldCall" received from 2484 ("Desktop Toolkit 5.1 OLE/COM")
@12:35:35.2930 [0] 7.2.011.00 send_to_client: message EventError
(Invalid connection id)
AttributeEventSequenceNumber 0000000003e073e1
AttributeTimeinuSecs 293000
AttributeTimeinSecs 1250098535 (12:35:35)
AttributeErrorCode 56
AttributeErrorMessage 'Invalid ConnID'
AttributeReason [75] 00 03 00 00..
'Reason' 'Unknown'
'Language' 'English'
'Caller Type' 'Commercial Property'
AttributeReferenceID 114
AttributeThisDN '86449'
12:35:35.293 Int 04545 Interaction message "EventError" sent to 2484 ("Desktop Toolkit 5.1 OLE/COM")
12:35:35.293 Trc 04542 EventError sent to 2484 (90c3 Desktop Toolkit 5.1 OLE/COM)

[cavagnaro]

Please, stop posting like that, we do not live here in the forum, we will help when we can, we also work you know?
Now, we need a complete log of the full ConnID you mention, not only a fragment.

[René]

Sandy,

I has been written here several times - this forum is run by Genesys users and fans. We all have our own jobs and helping the others in our free time. So posts like "Help Help" won't help you at all...

Back to your issue - based on provided snippet of log I can tell you only that request "RequestHoldCall" generated by T-Server client named "Desktop Toolkit 5.1 OLE/COM" contains wrong ConnectionId so T-Server rejects that request.

You can't expect any help if you don't provide us with relevant information... Post here T-Server log (debug mode) covering call from the beginning to the end and not only part showing the error if you expect some help!

R.

[Sandy1942]

Sorry about that! My computer was behaving weird! Even i was Shocked to see that Help coming! I was trying to edit my existing post and it happened.
I always appreciate your help and is very happy that u guys are really helpful. I am really sorry for that mistake as even i was not aware why they appeared when i haven't created them.

-Sandy

[tony]

Thread edited, as requested.

T

[Sandy1942]

Thanks, Sir!

[René]

Hi Sandy,

T-Server log attached to your last post isn't very helpful. It does contain only the error message! We need to see whole call flow. How can I help you when not having clue what happened before the error occurred?

As I do understand your situation:
- call arrives to contact centre and is routed to an agent
- agent answers the call and speaks to a customer
- agent tries to put call on hold but it fails

Is that right? If it is post here T-Server log covering call flow described above.

R.

[cavagnaro]

You are sending us a log from @12:35:25.3240 to 12:35:35.293, in 10 seconds I doubt we can catch the whole call flow.
The only event is the [quote]
12:35:35.293 Trc 04541 RequestHoldCall received from 2484 (90c3 Desktop Toolkit 5.1 OLE/COM)
message RequestHoldCall
AttributeThisDN '86449'
AttributeConnID 4c616e6775616765
AttributeExtensions [2] 00 00..
AttributeReason [75] 00 03 00 00..
'Reason' 'Unknown'
'Language' 'English'
'Caller Type' 'Commercial Property'
AttributeReferenceID 114
12:35:35.293 Int 04543 Interaction message "RequestHoldCall" received from 2484 ("Desktop Toolkit 5.1 OLE/COM")
@12:35:35.2930 [0] 7.2.011.00 send_to_client: message EventError
(Invalid connection id)
AttributeEventSequenceNumber 0000000003e073e1
AttributeTimeinuSecs 293000
AttributeTimeinSecs 1250098535 (12:35:35)
AttributeErrorCode 56
AttributeErrorMessage 'Invalid ConnID'
AttributeReason [75] 00 03 00 00..
'Reason' 'Unknown'
'Language' 'English'
'Caller Type' 'Commercial Property'
AttributeReferenceID 114
AttributeThisDN '86449'
12:35:35.293 Int 04545 Interaction message "EventError" sent to 2484 ("Desktop Toolkit 5.1 OLE/COM")
12:35:35.293 Trc 04542 EventError sent to 2484 (90c3 Desktop Toolkit 5.1 OLE/COM)
[/quote]

But there is not init for that ConnID or even an event for that DN...please, help us to help you...

[René]

Sandy,

Compressed attachments are allowed so the easiest way would be compressing (zip) your log and uploading it here.

R.