ICC 6.1 and Universal Agent Desktop crashes

[Franck B]

Hi and happy new year to you all...

Here's my problem:

I succeeded in installing ICC6.1 in a lab environnement.
Emails, WebForm Email, Corowsing, and chat seem approximatively fine with the "Universal Agent Desktop" provided by Genesys.

On the same framework, I also installed a Symposium TServer (v6.1.0) which is also working fine with the regular ActiveX Starter App.

But, when I insert phone DNs (1 Extension + 1 ACD Position / place) on the place where my "Internet DNs" (Email DN, Chat DN, ...) are configured, the Universal Agent Desktop systematicaly crashes whith the following error message:
" Error #2147352567 (80020009), Internal Error V:/icccb_main/work/ISysPref/DNCollection.cpp(116) "

...what am I doing wrong Can't I use the UAD for phone interactions


Thanks for helping a newbie

Best regards.

[Vic]

Happy New Year to you too!
Do you have VoIP as one of your DNs? If so, you will need to install net meeting before you would be able to use it...

If not that, then have you checked to make sure that you have your virtual DNs defined under IServer and not under the normal server?

Vic

[Franck B]

Hello Vic, and thanks for this answer.

Yes, I do have one VoIP DN on each of these places. But Netmeeting 3.0 has been installed on every workstation before the installation of the UAD and VoIP callback works fine.

My problem is only related to the association of Voice DN (Symposium TServer ones) with the place where "iDNs" (ISTServer ones) are declared.

Here's a figure of the configuration I'm trying to make work on each place:

Number Type Switch

VoIP_01 Voice over IP Port ICS_Switch
Email_01 Email Address ICS_Switch
Chat_01A Chat ICS_Switch
Chat_01B Chat ICS_Switch
2001 ACD Position Sympo4_Switch
1001 Extension Sympo4_Switch

(note that the correct ACD Queue is also declared in Sympo4_Switch DNs)

...and this crashes the UAD

I also tried to declare 2001 and 1001 DNs in ICS_Switch but although this doesn't crash the UAD, I get a "DN out of service" message from the UAD (and in the ISTServer traces) as there is no declared link between these two TServers.

Do you think I should declare phone DNs in the virtual switch ? Should I link these two switches in any way ? How ?

Something is clearly wrong with my DNs declaration, but I can't figure what it is... Genesys's ICC documentation is realy poor about phone interactions...



Whatever, thanks a lot for giving us your precious experience.

[Matt Lehrer]

You do NOT add voice dn's to your virtual switch.. It's most likely a bug somewhere.

[Franck B]

It's all right.
It seems that my problem was only related to a corrupted file on the CD that Genesys gave us...

It took us only 2 days to get an access on Genesys's FTP server, get the files we needed and make it work !

Thanks again to all of you...

Regards, F.B.