[Resolved] : Direct Agent Routing Problem

[Xavier]

Hello !

I have a testing strategy that is only used to throw a call to an agent.
It was working but now (others staffs work on the environment) it didn't.

If I do a selectDN I got a timeout on the agent, if I do the routing with a target It's not working either.
We're working with an Avaya ACD.

If someone got a clue ...

Xavier.

Here is the routing callflow :
  GNP -> RP 87212
  RP 87212 -> Agent SSICTI_87002

Here is the URS logs :

[code]
received from 65201(SSICTI_TS_DEF2)olympe:3005(fd=14) message EventQueued
        AttributeCallType       2
        AttributeCallID 15294
        AttributeConnID 006a01ad905e6cd9
        AttributeCallUUID       '004FD5E4-ADDE-1A1B-A313-0AA90E03AA77'
        AttributeUserData       [420] 00 0E 00 00..
                'Etat0' 'route vers Rp local'
                'RTargetRuleSelected'   ''
                'RTargetTypeSelected'   '4'
                'RTargetObjectSelected' 'RP_DEF2_87212'
                'RTargetAgentSelected'  ''
                'RTargetPlaceSelected'  ''
                'RTenant'       'CS'
                'RStrategyName' 'Test_RoutageAgent_RI_RPLOCAL'
                'RTargetUsed'(list)                     'TargetType'    '4'
                                    'TargetName'        'RP_DEF2_87212'
                'RRequestedSkills'(list)
                'RRequestedSkillCombination'    ''
                'CustomerSegment'       'default'
                'ServiceType'   'default'
                'ServiceObjective'      ''
        AttributeDNIS   '6641'
        AttributeANI    'xxxxxxxxx'
        AttributeFirstTransferHomeLocation      'NTS1@SCP'
        AttributeFirstTransferConnID    006a01ad905e6cd9
        AttributeFirstTransferOrigDN    'xxxxxxxxxx'
        AttributeLastTransferHomeLocation       'NTS1@SCP'
        AttributeLastTransferConnID     006a01ad905e6cd9
        AttributeLastTransferOrigDN     'xxxxxxxxxx'
        AttributeNetworkDestDN  'Switch-SSICTI-Def2::87212'
        AttributeNetworkPartyRole       2
        AttributeExtensions     [19] 00 01 02 00..
                'UCID'  bin: 00 02 3B BE.. (len=8)
        AttributeThisDN '87212'
        AttributeThisDNRole     2
        AttributeOtherDN        'xxxxxxxxx'
        AttributeOtherDNRole    1
        AttributeThisQueue      '87212'
        AttributeThisTrunk      524296
        AttributeTimeinSecs     1243327966 (10:52:46)
        AttributeTimeinuSecs    614906
        AttributeEventSequenceNumber    0000000000000ab7
Tue May 26 10:52:46 2009.618_T_I_0000000000000000 [14:0c] EventQueued is received for tserver SSICTI_TS_DEF2[Switch-SSICTI-Def2] (this dn=87212)
    _C_W_0000000000000000 [0D:03] default value (0) will be used for option report_targets
    _C_W_006a01ad905e6cd9 [0D:03] default value (0) will be used for option use_parking_threshold
    _C_W_006a01ad905e6cd9 [0D:03] default value (3) will be used for option on_route_overlap
    _C_W_006a01ad905e6cd9 [0D:03] default value (0) will be used for option use_service_objective
    _T_I_006a01ad905e6cd9 [01:11] connid 006a01ad905e6cd9 is bound to the call 25-800000010128a5e0
    _I_I_006a01ad905e6cd9 [01:01] call (25-800000010128a5e0) for CS created
    _T_I_006a01ad905e6cd9 [14:09] add DN SSICTI_TS_DEF2 87212 <87212@Switch-SSICTI-Def2> (CDN 57 006a01ad905e6cd9) to the call 25-800000010128a5e0 truly:22
received from 65201(SSICTI_TS_DEF2)olympe:3005(fd=14) message EventRouteRequest
        AttributeCallType       2
        AttributeCallID 15294
        AttributeConnID 006a01ad905e6cd9
        AttributeCallUUID       '004FD5E4-ADDE-1A1B-A313-0AA90E03AA77'
        AttributeUserData       [420] 00 0E 00 00..
                'Etat0' 'route vers Rp local'
                'RTargetRuleSelected'   ''
                'RTargetTypeSelected'   '4'
                'RTargetObjectSelected' 'RP_DEF2_87212'
                'RTargetAgentSelected'  ''
                'RTargetPlaceSelected'  ''
                'RTenant'       'CS'
                'RStrategyName' 'Test_RoutageAgent_RI_RPLOCAL'
                'RTargetUsed'(list)                     'TargetType'    '4'
                                    'TargetName'        'RP_DEF2_87212'
                'RRequestedSkills'(list)
                'RRequestedSkillCombination'    ''
                'CustomerSegment'       'default'
                'ServiceType'   'default'
                'ServiceObjective'      ''
        AttributeDNIS   '6641'
        AttributeANI    'xxxxxxxxx'
        AttributeFirstTransferHomeLocation      'NTS1@SCP'
        AttributeFirstTransferConnID    006a01ad905e6cd9
        AttributeFirstTransferOrigDN    'xxxxxxxxxx'
        AttributeLastTransferHomeLocation       'NTS1@SCP'
        AttributeLastTransferConnID     006a01ad905e6cd9
        AttributeLastTransferOrigDN     '0805702426'
        AttributeNetworkDestDN  'Switch-SSICTI-Def2::87212'
        AttributeNetworkPartyRole       2
        AttributeExtensions     [19] 00 01 02 00..
                'UCID'  bin: 00 02 3B BE.. (len=8)
        AttributeThisDN '87212'
        AttributeThisDNRole     2
        AttributeOtherDN        '299835564'
        AttributeOtherDNRole    1
        AttributeThisQueue      '87212'
        AttributeOtherQueue     '87212'
        AttributeThisTrunk      524296
        AttributeTimeinSecs     1243327966 (10:52:46)
        AttributeTimeinuSecs    616844
        AttributeEventSequenceNumber    0000000000000ab8
Tue May 26 10:52:46 2009.618_T_I_006a01ad905e6cd9 [14:0c] EventRouteRequest is received for tserver SSICTI_TS_DEF2[Switch-SSICTI-Def2] (this dn=87212)
    _T_I_006a01ad905e6cd9 [14:09] add DN SSICTI_TS_DEF2 87212 <87212@Switch-SSICTI-Def2> (CDN 71 006a01ad905e6cd9) to the call 25-800000010128a5e0 truly:11
    _T_I_006a01ad905e6cd9 [14:08] check delayed proc
    _I_I_006a01ad905e6cd9 [14:33] strategy: *0x7d*Test_RoutageAgent is attached to the call
    _C_W_0000000000000000 [0D:03] default value (0) will be used for option report_targets
    _C_W_006a01ad905e6cd9 [0D:03] default value (0) will be used for option use_parking_threshold
Tue May 26 10:52:46 2009.618   Interaction   olympe   SSICTI_URS   GCTI-15-20001   interaction 006a01ad905e6cd9 is started
Tue May 26 10:52:46 2009.619_I_I_006a01ad905e6cd9 [09:06] >>>>>>>>>>>>start interpretator
    _I_I_006a01ad905e6cd9 [09:04] ASSIGN: __Return(SCRIPT) <- STRING:
    _I_I_006a01ad905e6cd9 [07:46] no error mode for this call
    _I_I_006a01ad905e6cd9 [09:04] ASSIGN: __Return(SCRIPT) <- STRING:
    _I_I_006a01ad905e6cd9 [09:04] ASSIGN: __DBReturn(SCRIPT) <- STRING:
    _I_I_006a01ad905e6cd9 [09:04] ASSIGN: __DBStrReturn(SCRIPT) <- STRING:
    _I_I_006a01ad905e6cd9 [09:04] ASSIGN: __TargetVar(SCRIPT) <- STRING:
request to 65201(SSICTI_TS_DEF2) message RequestUpdateUserData
        AttributeReferenceID    81
        AttributeUserData       [28] 00 01 00 00..
                'Etat1' 'Route vers agent'
        AttributeConnID 006a01ad905e6cd9
        AttributeThisDN '87212'
..sent to olympe:3005(fd=14)
Tue May 26 10:52:46 2009.619_I_I_006a01ad905e6cd9 [07:07] HERE IS TARGETS
TARGETS: SSICTI_87001@.A
Tue May 26 10:52:46 2009.619_M_I_006a01ad905e6cd9 [13:01] current virtual queue: 8000000101404010 id=32, nVQ=1-8000000100fd0990, priority=0, time=1243327966.619
Tue May 26 10:52:46 2009.619_M_I_ [17:0c] VQ(800000010064c3e0) created: type=0, tenant=CS
==========================================
    _M_I_ [17:06] VQ(800000010064c3e0) target 80000001005bf938 added: name=SSICTI_87001, location=SSICTI_SS, type=A, state=##state, activity=unknown
Tue May 26 10:52:46 2009.619_M_I_ [10:06] STATOBJECT(80000001006a3b90 1 2) tenant=CS name=SSICTI_87001@SSICTI_SS.A: statistic ##state asked
    _M_I_ [17:09] VQ(800000010064c3e0), target 80000001005bf938: Agent <SSICTI_87001> connected to state Agent SSICTI_87001

    _M_I_ [17:0f] VQ(800000010064c3e0) [at all 1 0] 1 target(s), flag=800000010000000a, guid: 0CS||1|-1|1|0|""|||00|00{}{}[]SSICTI_87001@SSICTI_SS.A
Tue May 26 10:52:46 2009.619_M_I_006a01ad905e6cd9 [17:11] VQ(800000010064c3e0) first available call: 006a01ad905e6cd9, reason=binding
Tue May 26 10:52:46 2009.619_M_I_006a01ad905e6cd9 [13:03] call (virtual queue 8000000101404010, id=32, priority 0, time 1243327966.619) waits for VQ 800000010064c3e0 (name="") now
    _C_W_0000000000000000 [0D:03] default value (0) will be used for option targets_order
Tue May 26 10:52:46 2009.619_M_I_006a01ad905e6cd9 [17:0e] virtual queue ""(id=32), VQ 800000010064c3e0 (1 targets): SELECT ANY by statistic NONE(random )
    _M_I_006a01ad905e6cd9 [17:0e] target SSICTI_87001: empty(1-1 components) passed
    _M_I_006a01ad905e6cd9 [17:0e] virtual queue ""(id=32), VQ 800000010064c3e0: target for routing was NOT SELECTED (0 1 0 0)
    _I_I_006a01ad905e6cd9 [07:0a] HERE IS WAIT (-1 sec)
    _I_I_006a01ad905e6cd9 [07:0a] HERE IS WAIT (4 sec)
    _C_W_0000000000000000 [0D:03] default value (0) will be used for option skip_targets
Tue May 26 10:52:46 2009.620_B_I_006a01ad905e6cd9 [07:09] start chain of treatments
Tue May 26 10:52:46 2009.620_I_I_006a01ad905e6cd9 [09:04] <<<<<<<<<<<<suspend interpretator(WAIT), timers:10000
received from 65201(SSICTI_TS_DEF2)olympe:3005(fd=14) message EventAttachedDataChanged
        AttributeCallType       2
        AttributeCallID 15294
        AttributeConnID 006a01ad905e6cd9
        AttributeCallUUID       '004FD5E4-ADDE-1A1B-A313-0AA90E03AA77'
        AttributeUserData       [446] 00 0F 00 00..
                'Etat0' 'route vers Rp local'
                'RTargetRuleSelected'   ''
                'RTargetTypeSelected'   '4'
                'RTargetObjectSelected' 'RP_DEF2_87212'
                'RTargetAgentSelected'  ''
                'RTargetPlaceSelected'  ''
                'RTenant'       'CS'
                'RStrategyName' 'Test_RoutageAgent_RI_RPLOCAL'
                'RTargetUsed'(list)                     'TargetType'    '4'
                                    'TargetName'        'RP_DEF2_87212'
                'RRequestedSkills'(list)
                'RRequestedSkillCombination'    ''
                'CustomerSegment'       'default'
                'ServiceType'   'default'
                'ServiceObjective'      ''
                'Etat1' 'Route vers agent'
        AttributeDNIS   '6641'
        AttributeANI    'xxxxxxxxx'
        AttributeFirstTransferHomeLocation      'NTS1@SCP'
        AttributeFirstTransferConnID    006a01ad905e6cd9
        AttributeFirstTransferOrigDN    'xxxxxxxxxx'
        AttributeLastTransferHomeLocation       'NTS1@SCP'
        AttributeLastTransferConnID     006a01ad905e6cd9
        AttributeLastTransferOrigDN     'xxxxxxxxxx'
        AttributeNetworkDestDN  'Switch-SSICTI-Def2::87212'
        AttributeNetworkPartyRole       2
        AttributeExtensions     [19] 00 01 02 00..
                'UCID'  bin: 00 02 3B BE.. (len=8)
        AttributeThisDN '87212'
        AttributeThisDNRole     2
        AttributeThirdPartyDN   '87212'
        AttributeReferenceID    81
        AttributeTimeinSecs     1243327966 (10:52:46)
        AttributeTimeinuSecs    622523
        AttributeEventSequenceNumber    0000000000000ab9
    _T_I_006a01ad905e6cd9 [14:32] EventAttachedDataChanged is received for tserver SSICTI_TS_DEF2[Switch-SSICTI-Def2] (this dn=87212)
Tue May 26 10:52:48 2009.010_M_I_ [10:1d] PULSE (calls: 1(1)=1+1-1, targets=0, time=1243327967, mem=0,32846,1698,22,169,1)
Tue May 26 10:52:49 2009.477_Z_I_ [11:01] SEventServerDis(Not)connected is received for statserver SS1_Routing
Tue May 26 10:52:49 2009.477   Standard   olympe   SSICTI_URS   GCTI-00-04502   Cannot connect to StatServer 'SS1_Routing' at host 'signp01', port 3005, reason 'unknown'
Tue May 26 10:52:49 2009.477_G_I_ [11:03] server SS1_Routing is being closed
Tue May 26 10:52:49 2009.477_G_I_ [0F:09] change SS1_Routing current server from SS1_Routing to SS2_Routing
Tue May 26 10:52:49 2009.477_G_C_ [0F:08] SERVER SS2_Routing(800000010047ef28) is current for SS1_Routing(800000010047ed18)
Tue May 26 10:52:50 2009.016_M_I_ [10:1d] PULSE (calls: 1(1)=1+0-0, targets=0, time=1243327969, mem=0,32846,1698,22,169,1)
Tue May 26 10:52:50 2009.640_I_I_006a01ad905e6cd9 [07:08] wait time is over
Tue May 26 10:52:50 2009.640_I_I_006a01ad905e6cd9 [09:05] >>>>>>>>>>>>resume interpretator(0)
Tue May 26 10:52:50 2009.640_M_I_006a01ad905e6cd9 [17:11] VQ(800000010064c3e0) first available call: none, reason=binding
Tue May 26 10:52:50 2009.640_M_I_006a01ad905e6cd9 [13:03] call (virtual queue 8000000101404010, id=32, priority 0) doesn't wait for VQ 800000010064c3e0 (name="") now
request to 65201(SSICTI_TS_DEF2) message RequestUpdateUserData
        AttributeReferenceID    82
        AttributeUserData       [22] 00 01 01 00..
                'PegRejected'   1
        AttributeConnID 006a01ad905e6cd9
        AttributeThisDN '87212'
..sent to olympe:3005(fd=14)
request to 65201(SSICTI_TS_DEF2) message RequestRouteCall
        AttributeReferenceID    83
        AttributeRouteType      7 (RouteTypeReject)
        AttributeOtherDN        ''
        AttributeConnID 006a01ad905e6cd9
        AttributeThisDN '87212'
..sent to olympe:3005(fd=14)
    _I_I_006a01ad905e6cd9 [09:04] OP_XCALL_NO_RESULT: function Exit returns INTERP_STOP, go to stop handling
    _I_I_006a01ad905e6cd9 [01:0a] <<<<<<<<<<<<stop interpretator
    _I_I_006a01ad905e6cd9 [01:08] call deleting truly
received from 65201(SSICTI_TS_DEF2)olympe:3005(fd=14) message EventAttachedDataChanged
        AttributeCallType       2
        AttributeCallID 15294
        AttributeConnID 006a01ad905e6cd9
        AttributeCallUUID       '004FD5E4-ADDE-1A1B-A313-0AA90E03AA77'
        AttributeUserData       [466] 00 10 00 00..
                'Etat0' 'route vers Rp local'
                'RTargetRuleSelected'   ''
                'RTargetTypeSelected'   '4'
                'RTargetObjectSelected' 'RP_DEF2_87212'
                'RTargetAgentSelected'  ''
                'RTargetPlaceSelected'  ''
                'RTenant'       'CS'
                'RStrategyName' 'Test_RoutageAgent_RI_RPLOCAL'
                'RTargetUsed'(list)                     'TargetType'    '4'
                                    'TargetName'        'RP_DEF2_87212'
                'RRequestedSkills'(list)
                'RRequestedSkillCombination'    ''
                'CustomerSegment'       'default'
                'ServiceType'   'default'
                'ServiceObjective'      ''
                'Etat1' 'Route vers agent'
                'PegRejected'   1
        AttributeDNIS   '6641'
        AttributeANI    'xxxxxxxxx'
        AttributeFirstTransferHomeLocation      'NTS1@SCP'
        AttributeFirstTransferConnID    006a01ad905e6cd9
        AttributeFirstTransferOrigDN    'xxxxxxxxxx'
        AttributeLastTransferHomeLocation       'NTS1@SCP'
        AttributeLastTransferConnID     006a01ad905e6cd9
        AttributeLastTransferOrigDN     'xxxxxxxxxx'
        AttributeNetworkDestDN  'Switch-SSICTI-Def2::87212'
        AttributeNetworkPartyRole       2
        AttributeExtensions     [19] 00 01 02 00..
                'UCID'  bin: 00 02 3B BE.. (len=8)
        AttributeThisDN '87212'
        AttributeThisDNRole     2
        AttributeThirdPartyDN   '87212'
        AttributeReferenceID    82
        AttributeTimeinSecs     1243327970 (10:52:50)
        AttributeTimeinuSecs    641834
        AttributeEventSequenceNumber    0000000000000aba
received from 65201(SSICTI_TS_DEF2)olympe:3005(fd=14) message EventRouteUsed
        AttributeCallType       2
        AttributeCallID 15294
        AttributeConnID 006a01ad905e6cd9
        AttributeCallUUID       '004FD5E4-ADDE-1A1B-A313-0AA90E03AA77'
        AttributeUserData       [466] 00 10 00 00..
                'Etat0' 'route vers Rp local'
                'RTargetRuleSelected'   ''
                'RTargetTypeSelected'   '4'
                'RTargetObjectSelected' 'RP_DEF2_87212'
                'RTargetAgentSelected'  ''
                'RTargetPlaceSelected'  ''
                'RTenant'       'CS'
                'RStrategyName' 'Test_RoutageAgent_RI_RPLOCAL'
                'RTargetUsed'(list)                     'TargetType'    '4'
                                    'TargetName'        'RP_DEF2_87212'
                'RRequestedSkills'(list)
                'RRequestedSkillCombination'    ''
                'CustomerSegment'       'default'
                'ServiceType'   'default'
                'ServiceObjective'      ''
                'Etat1' 'Route vers agent'
                'PegRejected'   1
        AttributeDNIS   '6641'
        AttributeANI    'xxxxxxxxx'
        AttributeFirstTransferHomeLocation      'NTS1@SCP'
        AttributeFirstTransferConnID    006a01ad905e6cd9
        AttributeFirstTransferOrigDN    'xxxxxxxxxx'
        AttributeLastTransferHomeLocation       'NTS1@SCP'
        AttributeLastTransferConnID     006a01ad905e6cd9
        AttributeLastTransferOrigDN     'xxxxxxxxxx'
        AttributeNetworkDestDN  'Switch-SSICTI-Def2::87212'
        AttributeNetworkPartyRole       2
        AttributeExtensions     [19] 00 01 02 00..
                'UCID'  bin: 00 02 3B BE.. (len=8)
        AttributeThisDN '87212'
        AttributeThisDNRole     2
        AttributeThisQueue      '87212'
        AttributeOtherQueue     '87212'
        AttributeCallState      22
        AttributeReferenceID    83
        AttributeTimeinSecs     1243327970 (10:52:50)
[/code]

[Fra]

Xavier,

it seems that your routing StatServer is disconnected, so URS can't be aware of the agent's status:

[size=9pt][font=Times New Roman]
Tue May 26 10:52:49 2009.477  Standard  olympe  SSICTI_URS  GCTI-00-04502  Cannot connect to StatServer 'SS1_Routing' at host 'signp01', port 3005, reason 'unknown'
[/font][/size]

Fra

p.s. : I don't like much the
[size=9pt][font=Times New Roman]
HERE IS TARGETS
TARGETS: SSICTI_87001@.A
[/font][/size]
the switch name is missing

[Xavier]

Thank you Fra,

I'm looking towards the statServer problem.
About the target syntax, it's because I hadn't precise the statserver in the target object in IRD so it's directly @.A

I'll give more info as soon as i got news.

[Xavier]

I found what was the problem.

I continue looking into logs and I found an interesting error in the statserver logs.
=> My extension wasn't linked to a place...

So now it works !

There's also a connection problem between the URS and a statserver but it wasn't what caused Direct agent not to work.

Thank you again Fra, you put me on the way to find :-)

[Fra]

Glad it helped a bit