Author Topic: routeing between several agents  (Read 4200 times)

kay

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routeing between several agents
« on: September 20, 2009, 12:26:57 AM »
hi
     I meet a question,when a call enters a route point ,then agent is ringing ,after 15 minutes,another agent does not ring .I donot know why not ring?
     In T-Server7.6 ,I set agent-no-answer-action = recall.
     here is log ,please help analysising the log.PBX is alcatel


==========================================================================
@15:35:20.2960 {tscp.call {destructed} {uuid PB04U5BBU173RE232H2PI5DOCG00EHC7} {connection-id 006b01ba3bd56af7} {call-id 63351}}
CallCleanup: [1 out of 21] calls deleted
09/14/09@15:35:20.546 nasTimer expired for <f779:f779:20002@02FE0558>
NASData::Apply: current dest = 'recall', remaining = <->
NASData::Apply: actual dest = '70069', remaining = <->
+++ RqHandler::RequestRedirectCall +++
  got message from client <0>
  device <20002> is replaced by <12853>
  [12853/12853]: check device for 'RequestRedirectCall'
@15:35:20.5460 [BSYNC] Trace: Send to backup (T-Server_Pri_Backup) [556]:
message EventUserEvent
   AttributeServerRole   0
   AttributeUserEvent   RequestRedirectCall
   AttributeOtherDN   '70069'
   AttributeThisDN   '20002'
   AttributeConnID   006b01ba3bd56ae0
   AttributeCallState   7
   attr_#1005   e6f1ad4a4cf70100
@15:35:20.5460 [BSYNC] Trace: Sent
  party [f779:f779:20002@02FE0558] is to be answered and SSXfer to destination [70069]
  emuRedir: action executed on <12853>, step = 0
  *** Transaction Info:
    Type/Oper. : 5 - 2 <Request : AnswerCall>
    hostRef    : 7ac0
    ConnId[0]  : (f779-1bee)-<(Unknown)>
    SubjDev[0] : 12853 (Private)
    LocalDev[0]: 12853 (Unknown)
  H->S 23 bytes send, invoke id 31424 (x7ac0), 0[6] requests pending
--- RqHandler::RequestRedirectCall ---
+++ Resp::AnswerCall +++
  *** Transaction Info:
    Type/Oper. : 2 - 2 <Result : AnswerCall>
    hostRef    : 7ac0
    *** PrivateList has 1 elements:
      PData : Global CallID : e6f1ad4a4cf70100
  [12853]: event received, for <RequestRedirectCall(RequestAnswerCall):0:0:196119:2>
--- Resp::AnswerCall ---
link (link-tcp) S->H: (0[6 / 3] requests pending)
09/14/09@15:35:20.750 cstaSwitchingEventDecode: Established event in progress
+++ Evt::Established +++
  *** Transaction Info:
    Type/Oper. : 1 - 6 <Event : Established>
    crossRef   : 13bb502
    ConnId[0]  : (f779-1bee)-<(Unknown)>
    ConnId[1]  : (f779-229c)-<(Trunk)>
    SubjDev[1] : 12853 (Private)
    LocalDev[0]: 20007 (Private)
    LocalDev[1]: 70069 (Private)
    LocalDev[2]: 70069 (Private)
    Cause      : 38 <Distributed>
    LocalInfo  : 3 <Connected>
    TimeStamp  : <090914153532Z>
    *** PrivateList has 2 elements:
      PData : Global CallID : e6f1ad4a4cf70100
      PData : HybridLinkFlag = true
  refDev <12853> (cref = '13BB502')
  Agent on <12853> is engaged in business call
  PartyDN::Establish: for <f779:f779:20002@02FE0558/alerting/Ok> with cause (Distributed[38])
  PartyDN::Activate: for <f779:f779:20002@02FE0558/alerting/Ok> with cause (Distributed[38])
  emuRedir: action executed on <12853>, step = 1
  *** Transaction Info:
    Type/Oper. : 5 - 7 <Request : ConsultationCall>
    hostRef    : 7ac1
    ConnId[0]  : (f779-1bee)-<(Unknown)>
    SubjDev[0] : 12853 (Private)
    LocalDev[0]: 12853 (Unknown)
    LocalDev[1]: 70069 (Unknown)
  H->S 34 bytes send, invoke id 31425 (x7ac1), 0[6] requests pending
--- Evt::Established ---
link (link-tcp) S->H: (1[6 / 3] requests pending)
cstaSwitchingEventDecode: AgentBusy event in progress
+++ Evt::AgentBusy +++
  *** Transaction Info:
    Type/Oper. : 1 - 207 <Event : AgentBusy>
    crossRef   : 13bb502
    SubjDev[0] : 82800 (Unknown)
    LocalDev[0]: 12853 (Private)
    LocalDev[1]: 12853 (Unknown)
    TimeStamp  : <090914153532Z>
  refDev <12853> (cref = '13BB502')
  Agent on <12853> is engaged in business call
--- Evt::AgentBusy ---
link (link-tcp) S->H: (1[6 / 3] requests pending)
cstaSwitchingEventDecode: Held event in progress
+++ Evt::Held +++
  *** Transaction Info:
    Type/Oper. : 1 - 8 <Event : Held>
    crossRef   : 13bb502
    ConnId[0]  : (f779-1bee)-<(Unknown)>
    LocalDev[0]: 12853 (Private)
    LocalInfo  : 4 <Held>
    TimeStamp  : <090914153532Z>
    *** PrivateList has 1 elements:
      PData : Global CallID : e6f1ad4a4cf70100
  refDev <12853> (cref = '13BB502')
  PartyDN::Suspend: for <f779:f779:20002@02FE0558/established/Ok> with cause (Null[0])
--- Evt::Held ---
link (link-tcp) S->H: (1[6 / 3] requests pending)
cstaSwitchingEventDecode: Established event in progress
+++ Evt::Established +++
  *** Transaction Info:
    Type/Oper. : 1 - 6 <Event : Established>
    crossRef   : 12d2800
    ConnId[0]  : (f77a-225c)-<(Trunk)>
    SubjDev[1] : 12853 (Private)
    LocalDev[0]: 20007 (Private)
    LocalDev[1]: 70069 (Private)
    Cause      : 46 <NetworkSignal>
    LocalInfo  : 3 <Connected>
    TimeStamp  : <090914153532Z>
    *** PrivateList has 2 elements:
      PData : Network Time Slot: 0
      PData : Global CallID : e6f1ad4a4cf70100
  refDev <20007> (cref = '12D2800')
  PartyDN::Establish: for <f779:f77a:20007@02C059F8/established/Ok> with cause (NetworkSignal[46])
--- Evt::Established ---
link (link-tcp) S->H: (1[6 / 3] requests pending)
+++ Err::<StateIncompatibility (NoActiveCall)> +++
  *** Transaction Info:
    Type/Oper. : 3 - 516 <Error : <StateIncompatibility (NoActiveCall)>>
    hostRef    : 7ac1
  [12853]: event received, for <RequestRedirectCall(RequestSingleStepTransfer):0:0:196119:2>
  reapply failed NAS deflection
  NASData::Apply: current dest = 'release', remaining = <->
  NASData::Apply: actual dest = 'release', remaining = <->
  +++ RqHandler::RequestReleaseCall +++
    got message from client <0>
    device <20002> is replaced by <12853>
    [12853/12853]: check device for 'RequestReleaseCall'
    *** Transaction Info:
      Type/Oper. : 5 - 5 <Request : ClearConnection>
      hostRef    : 7ac2
      ConnId[0]  : (f779-1bee)-<(Unknown)>
      SubjDev[0] : 12853 (Private)
      LocalDev[0]: 12853 (Unknown)
    H->S 23 bytes send, invoke id 31426 (x7ac2), 1[7] requests pending
  --- RqHandler::RequestReleaseCall ---
--- Err::<StateIncompatibility (NoActiveCall)> ---
link (link-tcp) S->H: (1[7 / 3] requests pending)
+++ Resp::ClearConnection +++
  *** Transaction Info:
    Type/Oper. : 2 - 5 <Result : ClearConnection>
    hostRef    : 7ac2
    *** PrivateList has 1 elements:
      PData : Global CallID : e6f1ad4a4cf70100
  [12853]: event received, for <RequestReleaseCall:0:0:196120:1>
--- Resp::ClearConnection ---
link (link-tcp) S->H: (0[7 / 4] requests pending)
09/14/09@15:35:20.968 cstaSwitchingEventDecode: Held event in progress
+++ Evt::Held +++
  *** Transaction Info:
    Type/Oper. : 1 - 8 <Event : Held>
    crossRef   : 13bb502
    ConnId[0]  : (f779-1bee)-<(Unknown)>
    LocalDev[0]: 12853 (Private)
    Cause      : 27 <Recall>
    LocalInfo  : 4 <Held>
    TimeStamp  : <090914153532Z>
    *** PrivateList has 1 elements:
      PData : Global CallID : e6f1ad4a4cf70100
  refDev <12853> (cref = '13BB502')
  PartyDN::Suspend: for <f779:f779:20002@02FE0558/established/Ok> with cause (Null[0])
  EventError suppressed (internal client 0)
  TmRequest::ResetCtx:RequestReleaseCall:0:12853: context (0:196120) flags '400' reset
--- Evt::Held ---
link (link-tcp) S->H: (0[6 / 3] requests pending)


===========================================================================

Offline jingoi

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Re: routeing between several agents
« Reply #1 on: September 20, 2009, 05:01:52 PM »
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  • what do you mean by after 15 mins agent does not ring..?
    dont understand

    Offline cavagnaro

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    Re: routeing between several agents
    « Reply #2 on: September 21, 2009, 11:31:33 AM »
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  • I dont understand neither. I see some attempts to transfer a call, which is the scenario?

    kay

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    Re: routeing between several agents
    « Reply #3 on: September 24, 2009, 12:12:03 PM »
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  • hello
         when a call enter a route point , then a free agent (A) is ringing withen 15minutes,after 15 minutes this call will route to another free agent(B).however , B doesn't ring ,and A is ringring all the time. with the telephone(alcatel-lucent 4038) displying "recall of hold". I don't know why ,please help me to analysis the problem. Thank you.

    with the T-server version 7.6 and the attrbutes
    agent-no-answer-timer        15,
    agent-no-answer-overflow    recall,
    agent-no-answer-action       ready.

    Offline cavagnaro

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    Re: routeing between several agents
    « Reply #4 on: September 25, 2009, 03:08:23 AM »
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  • It should be reroute ao the call goes again to the queue (RSI) and the action = not ready.

    kay

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    Re: routing between several agents
    « Reply #5 on: September 25, 2009, 05:16:02 PM »
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  • hello
            the log below shows us that because  of the stateIncompatibitity brings out NoActiveCall,so the result is "reapply failed NAS deflection".I don't know why the log has this segment ?  .

           as you give me addvise that revise the attibute "agent-no-answer-action = notready",I have tried but the call doesn't ring from one agent to another agent while the agent-no-answer-timeout expires.
           Please help me  to analysis this terrible problem.Thank you!
    link (link-tcp) S->H: (1[6 / 3] requests pending)
    +++ Err::<StateIncompatibility (NoActiveCall)> +++
      *** Transaction Info:
        Type/Oper. : 3 - 516 <Error : <StateIncompatibility (NoActiveCall)>>
        hostRef    : 7ac1
      [12853]: event received, for <RequestRedirectCall(RequestSingleStepTransfer):0:0:196119:2>
      reapply failed NAS deflection

    Offline René

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    Re: routeing between several agents
    « Reply #6 on: September 25, 2009, 05:37:54 PM »
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  • Kay,

    You posted just snippet of T-Server log showing that overflow destination is '70069'. What does this number represents - RSI Routing Point, RSI Processing Group, CCD Pilot etc.?

    I'm not able to recall all details but I do remember that action "recall" didn't work properly on Alcatel switches with RSI as number reported in event's attribute "ThisQueue" isn't RSI Routing Point number but some other telephony object.

    R.

    Offline cavagnaro

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    Re: routeing between several agents
    « Reply #7 on: September 26, 2009, 12:55:18 AM »
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  • I have this scenario working:
    agent-no-answer-action=notready
    agent-no-answer-overflow=recall
    agent-no-answer-timeout=20 (seconds) never seen in OXE a phone ringing for 15 minutes...this means you changed some basic timers in OXE that affects administrative and call center extensions, I would never recommend such setting.

    Offline cavagnaro

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    Re: routeing between several agents
    « Reply #8 on: September 26, 2009, 12:56:00 AM »
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  • OXE R9 and TServer 7.6 by the way

    kay

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    Re: routeing between several agents
    « Reply #9 on: September 26, 2009, 11:04:56 PM »
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  • Hi
         Thank you for your suggestion, "70069" is the RSI Routing Point which is the distinaction.
          In my project , not all agent can't recall the RSI Routing Point ,but only some agent can't recall the RSI Routing Point . I don't understand why the agent rcall the RSI Routing Point successfully.
    In what way can bring out "StateIncompatibilty", Thank you!
          And the version of T-Server is 7.6 and PBX is AlcatelA4400.

    +++ Err::<StateIncompatibility (NoActiveCall)> +++
      *** Transaction Info:
        Type/Oper. : 3 - 516 <Error : <StateIncompatibility (NoActiveCall)>>
        hostRef    : 7ac1
      [12853]: event received, for <RequestRedirectCall(RequestSingleStepTransfer):0:0:196119:2>
      reapply failed NAS deflection