EventError [56: 'Invalid connection id']

[René]

Sandy,

I've made quick analysis of your T-Server log and found some strange things:

- There is a call (connid 006601b3774eed34) coming to DN 86050 at 12:35:27.7930 but ASAI message show that DN 86050 is busy and call will be forwarded...

[quote]** link[1] <> ** 12:35:27.7930
08 02 84 A8 62 96 1C 38 91 A1 35 02 01 02 02 01 95 40 2D 08 02 E1 99 0C 06 FF 38 36 30 35 30 10 02 1C 86 6C 06 FF 36 38 36 32 30 70 06 FF 38 36 38 35 31 96 0A 04 80 1F A0 83 44 01 82 47 01 81
=== parsed message ===
prot_discr = 8
CRV = 84a8
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 = 97(ASAI_PubNetLocUsr)  [b]cause = 25(C_FORWARD_BUSY)[/b]
Connected_Number:  type_plan = 127(local)  address = 86050
Call_Id:  call_id = 7302
Calling_Party_Number:  type_plan = 127(local)  address = 68620
Called_Party_Number:  type_plan = 127(local)  address = 86851
Trunk_Group_Id:  direction = 0  group_number = 250  member_number = 3
Party_Id:  party_id = 2
Specific_Event:  value = 1(Alerting)

@12:35:27.7930 [0] 7.2.011.00 distribute_event: message EventRinging
AttributeEventSequenceNumber 0000000003e072f7
AttributeTimeinuSecs 793000
AttributeTimeinSecs 1250098527 (12:35:27)
AttributeThisTrunk 16384003
AttributeCallState 0
AttributeOtherDNRole 1
AttributeOtherDN '68620'
AttributeThisDNRole 2
AttributeThisDN '86050'
AttributeExtensions [22] 00 01 01 00..
'TimeInQueue' 0
AttributeDNIS '86851'
AttributeCallUUID '27FFA7E9-57D0-470B-93B3-ECAB6A03D4FB'
AttributeConnID 006601b3774eed34
AttributeCallID 7302
AttributeCallType 1
[/quote]

- At 12:35:41:558 - agent makes a new call - why agent didn't receive incoming call and is calling somewhere instead???

[quote]12:35:41.558 Trc 04541 RequestMakeCall received from 2916 (9168 Desktop Toolkit 5.1 OLE/COM)
message RequestMakeCall
AttributeThisDN '86050'
AttributeOtherDN '68620'
AttributeMakeCallType 0 (MakeCallRegular)
AttributeUserData [166] 00 07 00 00..
'Reason' 'Unknown'
'EndCallTime' 'NA'
'FirstCallID' '0'
'SiebelViewBmk' ' '
'Call Purpose' 'Unknown'
'TNumber' 'x68620'
'CallNotifyText' 'Call to x68620 from USWTNS43...'
AttributeExtensions [2] 00 00..
AttributeReason [78] 00 03 00 00..
'Reason' 'New Claim'
'Language' 'English'
'Caller Type' 'Directory Assistance'
AttributeReferenceID 101

@12:35:41.5890 [0] 7.2.011.00 distribute_response: message EventDialing
AttributeEventSequenceNumber 0000000003e07504
AttributeTimeinuSecs 589000
AttributeTimeinSecs 1250098541 (12:35:41)
AttributeReferenceID 101
AttributeReason [78] 00 03 00 00..
'Reason' 'New Claim'
'Language' 'English'
'Caller Type' 'Directory Assistance'
AttributeOtherDNRole 2
AttributeOtherDN '68620'
AttributeThisDNRole 1
AttributeThisDN '86050'
AttributeUserData [166] 00 07 00 00..
'Reason' 'Unknown'
'EndCallTime' 'NA'
'FirstCallID' '0'
'SiebelViewBmk' ' '
'Call Purpose' 'Unknown'
'TNumber' 'x68620'
'CallNotifyText' 'Call to x68620 from USWTNS43...'
AttributeCallUUID '6B3575AB-D2DB-4A4B-AD60-D494B6B561C4'
AttributeConnID 006601b3774eed44
AttributeCallID 7348
AttributeCallType 1[/quote]

- And before this call is established the agent tries to transfer it??? Of course, such ends up with error. Seems to be PEBKAC (Problem between keyboard and the chair)

- Then the agent tries to hold the call (006601b3774eed44) and succeed

- In next step agent answers call that is ringing on his extension for more than 10 seconds...

- And the same call is answered at 12:35:46.105 so there is more than 10 seconds between ringing and established. Is that normal?

[quote]12:35:46.105 Trc 04541 RequestAnswerCall received from 2916 (9168 Desktop Toolkit 5.1 OLE/COM)
message RequestAnswerCall
AttributeThisDN '86050'
AttributeConnID 006601b3774eed34
AttributeExtensions [2] 00 00..
AttributeReason [78] 00 03 00 00..
'Reason' 'New Claim'
'Language' 'English'
'Caller Type' 'Directory Assistance'
AttributeReferenceID 106[/quote]

- Call is established and agent immediately release it. It doesn't seem to be correct behaviour...

[quote]12:35:46.808 Trc 04541 RequestReleaseCall received from 2916 (9168 Desktop Toolkit 5.1 OLE/COM)
message RequestReleaseCall
AttributeThisDN '86050'
AttributeConnID 006601b3774eed34
AttributeReason [78] 00 03 00 00..
'Reason' 'New Claim'
'Language' 'English'
'Caller Type' 'Directory Assistance'
AttributeExtensions [2] 00 00..
AttributeReferenceID 107[/quote]

- etc.

Honestly, I don't know what the agent was doing but it seems to me as a "big chaos". Maybe you can check with the agent what has happened...

The errors are caused by the agent that tries to work with call that doesn't exist (wasn't established)... The fact that call is routed to an agent that is busy (based on ASAI message) isn't good as well.

Hope it helps you a bit.

R.

[Sandy1942]

I would run to the CSA floor and try getting you some more logs. This issue happens for only couple of CSA and is very random. What is Keyboard and Chair problem?
The scenario is that the Agent can see the Answer Call flashing whenever he is receiving a call.When the user answers the call and if he needs to transfer it or hold it doesn't work. I have told users to use hard phone to transfer the calls for time being but this is a very crucial issue and i really appreciate ur help. I have already attached genesys logs, did you find anything useful in that.

Thanks
S

[cavagnaro]

lol, what is between the chair and the PC? Imagine...you are not a systems person, right?
Now René already told you some strange things he found, I also see that behaviour on logs, of course we trust what the logs says more that what your agents says...
I think you need someone who can analyze your system, review configurations and CC behaviour on site, we can help on a configuration issue but usually to someone who has some idea on how Genesys works and a CC integration. There is a limit for our forum support which is when you need an engineer on site.

[Sandy1942]

I was appreciating Rene as he said its keyboard and chair problem  Thanks a lot for ur help. Please let me know if you want to look at another TServer log, just as to confirm the behavior we were discussing earlier. 
Please lemme know and i would get the tserver logs and upload here.

Thanks!

[mduran22]

Sandy,

We have recently run into the same issue that you are having.  We are using Siebel 6 and the OLE/COM 5.1 object as well.  Our issues started after we introduced NICE perform (we have tried both single step transfer and service observer).  We have narrowed the issue down to Siebel or the OLE/COM object by placing the Genesys Starter app softphone on the same client.  When we had a call with the issue happen we had the user try using the starter app instead of Siebel to hold the call which worked.  In addition where ever that incorrect connid is stored was replaced once we used the Starter App to hold the call and Siebel regained normal function.  In our case the issue is sporadic and does not happen on every call and we are not able to reproduce it, so my best guess currently is it is some sort of timing issue.

Mike 

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