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Andrzej Belda

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URS skill based routing
« on: January 01, 1970, 12:00:00 AM »
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We have a problem with routing based on skills and agents (routing based on places works correctly).Calls are routed to agents who don't have specified skills. In IRD monitor we can see that routing flow goes to the needed target (but the agent who gets the call usually doesn't have skills specified in target object in IRD)

We work with Genesys 6.1 software and PBX Avaya G3 v.9.5.
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Vic

  • Guest
URS skill based routing
« Reply #1 on: January 01, 1970, 12:00:00 AM »
The simplest thing I can imagine is that your PBX is taking over. Find your TServer RequestRouteCall, identify OtherDN and see if OtherDN and EventRinging's ThisDN when the call reaches the agent are the same.

If you paste a part of a log from EventRouteRequest from EventRinging for this particular call, I think we would be able to help a little bit more :)
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Andrzej Belda

  • Guest
URS skill based routing
« Reply #2 on: January 01, 1970, 12:00:00 AM »
Please see the log file below:

=== parsed message ===
prot_discr = 8
CRV = 8094
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 =
Call_Id: call_id = 575
Party_Id: party_id = 1
Specific_Event: value = 23(Initiated)

@10:28:53.4530 [0] 6.1.011.01 distribute_event: message EventOffHook
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 453000
AttributeTimeinSecs 1019636933 (10:28:53)
AttributeCallID 575
AttributeThisDNRole 1
AttributeThisDN '7670'
04/24/02 10:28:53.453 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventOffHook sent to 612 ( regular Stat Server )
sent to 612 (Stat Server)
Call_info: call_id 575, conn_id 006700dc00bc5001
1) 7670, role 1, state OH+(OffHook), id=1, Created:1019636933
** link[1] ** 10:28:55.5000
08 02 00 7F 64 96 1C 09 91 A1 06 02 01 01 02 01 B3
** link[1] ** 10:28:57.0460
08 02 80 94 62 96 1C 2A 91 A1 27 02 01 02 02 01 95 40 1F 0C 05 80 37 36 37 30 10 02 02 3F 6C 05 80 37 36 37 30 70 04 80 33 35 31 96 44 01 81 47 01 9D
=== parsed message ===
prot_discr = 8
CRV = 8094
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 =
Connected_Number: type_plan = 0(unknown) address = 7670
Call_Id: call_id = 575
Calling_Party_Number: type_plan = 0(unknown) address = 7670
Called_Party_Number: type_plan = 0(unknown) address = 351
Party_Id: party_id = 1
Specific_Event: value = 29(Originated)

@10:28:57.0620 [0] 6.1.011.01 distribute_event: message EventDialing
AttributeTimeinuSecs 62000
AttributeTimeinSecs 1019636937 (10:28:57)
AttributeOtherDNRole 2
AttributeOtherDN '351'
AttributeThisDNRole 1
AttributeThisDN '7670'
AttributeCustomerID 'Resources'
AttributeDNIS '351'
AttributeConnID 006700dc00bc5001
AttributeCallID 575
AttributeCallType 0
04/24/02 10:28:57.078 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventDialing sent to 612 ( regular Stat Server )
sent to 612 (Stat Server)
** link[1] ** 10:28:57.0780
08 02 80 9C 62 96 1C 26 91 A1 23 02 01 02 02 01 95 40 1B 10 02 02 3F 6C 05 80 37 36 37 30 70 04 80 33 35 31 96 47 01 91 49 04 8C 33 35 B1
=== parsed message ===
prot_discr = 8
CRV = 809c
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 =
Call_Id: call_id = 575
Calling_Party_Number: type_plan = 0(unknown) address = 7670
Called_Party_Number: type_plan = 0(unknown) address = 351
Specific_Event: value = 17(Offered)
Domain: type = 12(VDN) address = [3] 33 35 31 '351'

Calling number: '7670' call_type set to: '1'
@10:28:57.0930 [0] 6.1.011.01 distribute_event: message EventQueued
AttributeTimeinuSecs 93000
AttributeTimeinSecs 1019636937 (10:28:57)
AttributeThisQueue '351'
AttributeOtherDNRole 1
AttributeOtherDN '7670'
AttributeThisDNRole 2
AttributeThisDN '351'
AttributeCustomerID 'Resources'
AttributeDNIS '351'
AttributeConnID 006700dc00bc5001
AttributeCallID 575
AttributeCallType 1
04/24/02 10:28:57.093 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventQueued sent to 612 ( regular Stat Server )
sent to 612 (Stat Server)
** link[1] ** 10:28:57.0930
08 02 80 9C 62 96 1C 13 91 A1 10 02 01 02 02 01 95 40 08 10 02 02 3F 96 47 01 99
=== parsed message ===
prot_discr = 8
CRV = 809c
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 =
Call_Id: call_id = 575
Specific_Event: value = 25(Redirected)

@10:28:57.1090 [0] 6.1.011.01 distribute_event: message EventDiverted
AttributeTimeinuSecs 109000
AttributeTimeinSecs 1019636937 (10:28:57)
AttributeCallState 23
AttributeOtherQueue '351'
AttributeThisQueue '351'
AttributeOtherDNRole 1
AttributeOtherDN '7670'
AttributeThisDNRole 2
AttributeThisDN '351'
AttributeCustomerID 'Resources'
AttributeDNIS '351'
AttributeConnID 006700dc00bc5001
AttributeCallID 575
AttributeCallType 1
04/24/02 10:28:57.125 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventDiverted sent to 612 ( regular Stat Server )
sent to 612 (Stat Server)
Call_info: call_id 575, conn_id 006700dc00bc5001 Internal
VDN=351
1) 7670, role 1, state OH+(Dialing), id=1, Created:1019636933
** link[1] ** 10:28:57.1250
08 02 80 9B 62 96 1C 27 91 A1 24 02 01 02 02 01 95 40 1C 10 02 02 3F 6C 05 80 37 36 37 30 70 04 80 33 35 31 96 47 01 91 49 05 8C 37 39 31 B2
=== parsed message ===
prot_discr = 8
CRV = 809b
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 =
Call_Id: call_id = 575
Calling_Party_Number: type_plan = 0(unknown) address = 7670
Called_Party_Number: type_plan = 0(unknown) address = 351
Specific_Event: value = 17(Offered)
Domain: type = 12(VDN) address = [4] 37 39 31 32 '7912'

@10:28:57.1400 [0] 6.1.011.01 distribute_event: message EventQueued
AttributeTimeinuSecs 140000
AttributeTimeinSecs 1019636937 (10:28:57)
AttributeOtherQueue '351'
AttributeThisQueue '7912'
AttributeOtherDNRole 1
AttributeOtherDN '7670'
AttributeThisDNRole 2
AttributeThisDN '7912'
AttributeCustomerID 'Resources'
AttributeDNIS '351'
AttributeConnID 006700dc00bc5001
AttributeCallID 575
AttributeCallType 1
04/24/02 10:28:57.156 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventQueued sent to 612 ( regular Stat Server )
sent to 612 (Stat Server)
04/24/02 10:28:57.156 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventQueued sent to 604 ( regular Universal Routing Server )
sent to 604 (Universal Routing Server)
** link[1] ** 10:28:59.1400
08 02 00 40 64 96 1C 24 91 A1 21 02 01 01 02 01 B0 40 19 10 02 02 3F 6C 05 80 37 36 37 30 70 04 80 33 35 31 96 49 05 8C 37 39 31 B2
=== parsed message ===
prot_discr = 8
CRV = 40
MsgType = 100 (REGISTER)

Facility: serv_discr = 17(q932_suppl) fac_ie = component_tag = A1(INVOKE)
invoke_id tag: 02, value = 1
operation tag: 02, value = 176(Route)
params = q931_tag = 40
list =
Call_Id: call_id = 575
Calling_Party_Number: type_plan = 0(unknown) address = 7670
Called_Party_Number: type_plan = 0(unknown) address = 351
Domain: type = 12(VDN) address = [4] 37 39 31 32 '7912'

link[1]>routeCRV[0x0040 <=> 0x0001]>ts ..set
@10:28:59.1560 [0] 6.1.011.01 distribute_event: message EventRouteRequest
AttributeTimeinuSecs 156000
AttributeTimeinSecs 1019636939 (10:28:59)
AttributeOtherQueue '7912'
AttributeThisQueue '7912'
AttributeOtherDNRole 1
AttributeOtherDN '7670'
AttributeThisDNRole 2
AttributeThisDN '7912'
AttributeCustomerID 'Resources'
AttributeDNIS '351'
AttributeConnID 006700dc00bc5001
AttributeCallID 575
AttributeCallType 1
04/24/02 10:28:59.171 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventRouteRequest sent to 612 ( regular Stat Server )
sent to 612 (Stat Server)
04/24/02 10:28:59.171 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventRouteRequest sent to 604 ( regular Universal Routing Server )
sent to 604 (Universal Routing Server)
04/24/02 10:29:02.203 Trace ctptwpl2 TServerAVAYA GCTI04541 Message RequestRouteCall received from 604 ( regular Universal Routing Server )
@10:29:02.2030 [0] Received from 604 (Universal Routing Server): message RequestRouteCall
AttributeThisDN '7912'
AttributeConnID 006700dc00bc5001
AttributeOtherDN '30'
AttributeExtensions [110] 00 06 00 00..
'DEFAULT#' '7912'
'CUSTOMER_ID' 'Resources'
'AGENT' '30'
'PLACE' 'Place'
'NVQ' 1
'TARGET' '30@Stat Server.A'
AttributeRouteType RouteTypeUnknown
AttributeReferenceID 6
ts>route[CRV=1 <=> CRV=40]>link[1]
** ts6.1.011.01[1] ** 10:29:02.2180
08 00 00 18 08 02 80 40 62 96 1C 10 91 A1 0D 02 01 8A 02 01 B7 40 05 70 03 80 33 30
=== parsed message ===
prot_discr = 8
CRV = 8040
MsgType = 98 (FACILITY)

Facility: serv_discr = 17(q932_suppl) fac_ie = component_tag = A1(INVOKE)
invoke_id tag: 02, value = 138
operation tag: 02, value = 183(RouteSelect)
params = q931_tag = 40
list =
Called_Party_Number: type_plan = 0(unknown) address = 30

** link[1] ** 10:29:02.2650
08 02 00 40 5A 96 1C 0F 91 A1 0C 02 01 01 02 01 B9 40 04 08 02 81 9C
=== parsed message ===
prot_discr = 8
CRV = 40
MsgType = 90 (RELEASE COMPLETE)

Facility: serv_discr = 17(q932_suppl) fac_ie = component_tag = A1(INVOKE)
invoke_id tag: 02, value = 1
operation tag: 02, value = 185(RouteEnd)
params = q931_tag = 40
list =
Cause: code_std_loc = 1(CCITT_PubNetLocUsr) cause = 28(C_INVLDNUM C_COV_DONT_ANS)

link[1]>routeCRV[0x0040 <=> 0x0001]>ts
@10:29:02.2810 [0] 6.1.011.01 distribute_response: message EventRouteUsed
AttributeTimeinuSecs 281000
AttributeTimeinSecs 1019636942 (10:29:02)
AttributeReferenceID 6
AttributeCallState 3
AttributeOtherQueue '7912'
AttributeThisQueue '7912'
AttributeThirdPartyDNRole 2
AttributeThirdPartyDN '30'
AttributeOtherDNRole 1
AttributeOtherDN '7670'
AttributeThisDNRole 2
AttributeThisDN '7912'
AttributeCustomerID 'Resources'
AttributeDNIS '351'
AttributeConnID 006700dc00bc5001
AttributeCallID 575
AttributeCallType 1
04/24/02 10:29:02.296 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventRouteUsed sent to 604 ( regular Universal Routing Server )
sent to 604 (Universal Routing Server)
04/24/02 10:29:02.296 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventRouteUsed sent to 612 ( regular Stat Server )
sent to 612 (Stat Server)
Call_info: call_id 575, conn_id 006700dc00bc5001 Internal
VDN=7912 routed_to=30
1) 7670, role 1, state OH+(Dialing), id=1, Created:1019636933
2) 7912(queue), role 2, state QS+(RouteUsed), queue=7912, Created:1019636937
link[1]>routeCRV[0x0040 <=> 0x0001]>ts ..dropped
** link[1] ** 10:29:02.3120
08 02 80 9B 62 96 1C 31 91 A1 2E 02 01 02 02 01 95 40 26 0C 05 80 37 36 35 31 10 02 02 3F 6C 05 80 37 36 37 30 70 04 80 33 35 31 96 44 01 82 47 01 81 49 05 81 37 38 31 B5
=== parsed message ===
prot_discr = 8
CRV = 809b
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 =
Connected_Number: type_plan = 0(unknown) address = 7651
Call_Id: call_id = 575
Calling_Party_Number: type_plan = 0(unknown) address = 7670
Called_Party_Number: type_plan = 0(unknown) address = 351
Party_Id: party_id = 2
Specific_Event: value = 1(Alerting)
Domain: type = 1(ACD_Split) address = [4] 37 38 31 35 '7815'

@10:29:02.3430 [0] 6.1.011.01 distribute_event: message EventQueued
AttributeTimeinuSecs 343000
AttributeTimeinSecs 1019636942 (10:29:02)
AttributeOtherQueue '7912'
AttributeThisQueue '7815'
AttributeOtherDNRole 1
AttributeOtherDN '7670'
AttributeThisDNRole 2
AttributeThisDN '7815'
AttributeCustomerID 'Resources'
AttributeDNIS '351'
AttributeConnID 006700dc00bc5001
AttributeCallID 575
AttributeCallType 1
04/24/02 10:29:02.343 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventQueued sent to 612 ( regular Stat Server )
sent to 612 (Stat Server)
@10:29:02.3590 [0] 6.1.011.01 distribute_event: message EventDiverted
AttributeTimeinuSecs 359000
AttributeTimeinSecs 1019636942 (10:29:02)
AttributeCallState 0
AttributeOtherQueue '7912'
AttributeThisQueue '7912'
AttributeThirdPartyDNRole 2
AttributeThirdPartyDN '7651'
AttributeOtherDNRole 1
AttributeOtherDN '7670'
AttributeThisDNRole 2
AttributeThisDN '7912'
AttributeCustomerID 'Resources'
AttributeDNIS '351'
AttributeConnID 006700dc00bc5001
AttributeCallID 575
AttributeCallType 1
04/24/02 10:29:02.359 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventDiverted sent to 612 ( regular Stat Server )
sent to 612 (Stat Server)
04/24/02 10:29:02.375 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventDiverted sent to 604 ( regular Universal Routing Server )
sent to 604 (Universal Routing Server)
@10:29:02.3750 [0] 6.1.011.01 distribute_event: message EventDiverted
AttributeTimeinuSecs 375000
AttributeTimeinSecs 1019636942 (10:29:02)
AttributeCallState 0
AttributeOtherQueue '7912'
AttributeThisQueue '7815'
AttributeThirdPartyDNRole 2
AttributeThirdPartyDN '7651'
AttributeOtherDNRole 1
AttributeOtherDN '7670'
AttributeThisDNRole 2
AttributeThisDN '7815'
AttributeCustomerID 'Resources'
AttributeDNIS '351'
AttributeConnID 006700dc00bc5001
AttributeCallID 575
AttributeCallType 1
04/24/02 10:29:02.375 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventDiverted sent to 612 ( regular Stat Server )
sent to 612 (Stat Server)
@10:29:02.3750 [0] 6.1.011.01 distribute_event: message EventRinging
AttributeTimeinuSecs 375000
AttributeTimeinSecs 1019636942 (10:29:02)
AttributeCallState 0
AttributeOtherQueue '7912'
AttributeThisQueue '7815'
AttributeOtherDNRole 1
AttributeOtherDN '7670'
AttributeThisDNRole 2
AttributeThisDN '7651'
AttributeCustomerID 'Resources'
AttributeDNIS '351'
AttributeConnID 006700dc00bc5001
AttributeCallID 575
AttributeCallType 1
04/24/02 10:29:02.390 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventRinging sent to 620 ( regular DesktopToolkitX )
sent to 620 (DesktopToolkitX)
04/24/02 10:29:02.390 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventRinging sent to 612 ( regular Stat Server )
sent to 612 (Stat Server)
Call_info: call_id 575, conn_id 006700dc00bc5001 Internal
VDN=7912 routed_to=7651 ring@=7651
1) 7670, role 1, state OH+(Dialing), id=1, Created:1019636933
2) 7651, role 2, state ACD+(Ringing), queue=7815, id=2, Created:1019636942
** link[1] ** 10:29:02.4060
08 02 80 9B 62 96 1C 2E 91 A1 2B 02 01 02 02 01 95 40 23 08 02 81 90 0C 05 80 37 36 35 31 10 02 02 3F 6C 05 80 37 36 37 30 70 04 80 33 35 31 96 44 01 82 47 01 8B
=== parsed message ===
prot_discr = 8
CRV = 809b
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 = 1(CCITT_PubNetLocUsr) cause = 16(C_NORMAL C_AGT_STATE)
Connected_Number: type_plan = 0(unknown) address = 7651
Call_Id: call_id = 575
Calling_Party_Number: type_plan = 0(unknown) address = 7670
Called_Party_Number: type_plan = 0(unknown) address = 351
Party_Id: party_id = 2
Specific_Event: value = 11(Connected)

Party found: party_id = 2, DN = 7651
@10:29:02.4370 [0] 6.1.011.01 distribute_event: message EventEstablished
AttributeTimeinuSecs 437000
AttributeTimeinSecs 1019636942 (10:29:02)
AttributeOtherQueue '7912'
AttributeThisQueue '7815'
AttributeOtherDNRole 1
AttributeOtherDN '7670'
AttributeThisDNRole 2
AttributeThisDN '7651'
AttributeCustomerID 'Resources'
AttributeDNIS '351'
AttributeConnID 006700dc00bc5001
AttributeCallID 575
AttributeCallType 1
04/24/02 10:29:02.437 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventEstablished sent to 620 ( regular DesktopToolkitX )
sent to 620 (DesktopToolkitX)
04/24/02 10:29:02.437 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventEstablished sent to 612 ( regular Stat Server )
sent to 612 (Stat Server)
@10:29:02.4530 [0] 6.1.011.01 distribute_event: message EventEstablished
AttributeTimeinuSecs 453000
AttributeTimeinSecs 1019636942 (10:29:02)
AttributeOtherQueue '7912'
AttributeOtherDNRole 2
AttributeOtherDN '7651'
AttributeThisDNRole 1
AttributeThisDN '7670'
AttributeCustomerID 'Resources'
AttributeDNIS '351'
AttributeConnID 006700dc00bc5001
AttributeCallID 575
AttributeCallType 1
04/24/02 10:29:02.453 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventEstablished sent to 612 ( regular Stat Server )
sent to 612 (Stat Server)
Call_info: call_id 575, conn_id 006700dc00bc5001 Internal
VDN=7912 routed_to=7651
1) 7670, role 1, state ES+OH+(Established), id=1, Created:1019636933
2) 7651, role 2, state ES+ACD+(Established), queue=7815, id=2, Created:1019636942
** link[1] ** 10:29:28.1400
08 02 80 9B 62 96 1C 21 91 A1 1E 02 01 02 02 01 95 40 16 08 02 81 90 0C 05 80 37 36 37 30 10 02 02 3F 96 44 01 81 47 01 84
=== parsed message ===
prot_discr = 8
CRV = 809b
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 = 1(CCITT_PubNetLocUsr) cause = 16(C_NORMAL C_AGT_STATE)
Connected_Number: type_plan = 0(unknown) address = 7670
Call_Id: call_id = 575
Party_Id: party_id = 1
Specific_Event: value = 4(Disconnect)

Party found: party_id = 1, DN = 7670
@10:29:28.1560 [0] 6.1.011.01 distribute_event: message EventReleased
AttributeTimeinuSecs 156000
AttributeTimeinSecs 1019636968 (10:29:28)
AttributeCallState 0
AttributeOtherQueue '7912'
AttributeOtherDNRole 2
AttributeOtherDN '7651'
AttributeThisDNRole 1
AttributeThisDN '7670'
AttributeCustomerID 'Resources'
AttributeDNIS '351'
AttributeConnID 006700dc00bc5001
AttributeCallID 575
AttributeCallType 1
04/24/02 10:29:28.171 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventReleased sent to 612 ( regular Stat Server )
sent to 612 (Stat Server)
Call_info: call_id 575, conn_id 006700dc00bc5001 Internal
VDN=7912 routed_to=7651
1) 7670, role 1, state DELETED+ES+OH+(Released), id=1, Created:1019636933
2) 7651, role 2, state ES+ACD+(Established), queue=7815, id=2, Created:1019636942
@10:29:28.1710 [0] 6.1.011.01 distribute_event: message EventOnHook
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 171000
AttributeTimeinSecs 1019636968 (10:29:28)
AttributeCallID 575
AttributeThisDN '7670'
04/24/02 10:29:28.171 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventOnHook sent to 612 ( regular Stat Server )
sent to 612 (Stat Server)
** link[1] ** 10:29:28.1710
08 02 80 93 62 96 1C 21 91 A1 1E 02 01 02 02 01 95 40 16 08 02 81 90 0C 05 80 37 36 35 31 10 02 02 3F 96 44 01 82 47 01 84
=== parsed message ===
prot_discr = 8
CRV = 8093
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 = 1(CCITT_PubNetLocUsr) cause = 16(C_NORMAL C_AGT_STATE)
Connected_Number: type_plan = 0(unknown) address = 7651
Call_Id: call_id = 575
Party_Id: party_id = 2
Specific_Event: value = 4(Disconnect)

** ts6.1.011.01[1] ** 10:29:28.1870
08 00 00 22 08 02 00 B9 64 96 1C 1A 91 A1 17 02 01 9F 02 01 8C 40 0F 96 49 05 81 37 38 31 B5 49 05 83 37 36 35 B1
=== parsed message ===
Logged

Mic

  • Guest
URS skill based routing
« Reply #3 on: January 01, 1970, 12:00:00 AM »
Look for the line starting with TARGETS in router log.
There you find the agents selected as a target and also why
they have been selected. If you won't find it probably
hostased routing won against your Genesys strategy.
Logged
Marked as best answer by on April 10, 2025, 06:29:51 PM

Vic

  • Guest
URS skill based routing
« Reply #4 on: January 01, 1970, 12:00:00 AM »
  • Undo Best Answer
    • Well, this is a perfect example when PBX takes over:
    your URS issues the following request:
    @10:29:02.2030 [0] Received from 604 (Universal Routing Server): message RequestRouteCall
    AttributeThisDN '7912'
    AttributeConnID 006700dc00bc5001
    AttributeOtherDN '30' <-- Other DN is 30
    AttributeExtensions [110] 00 06 00 00..
    'DEFAULT#' '7912'
    'CUSTOMER_ID' 'Resources'
    'AGENT' '30'
    'PLACE' 'Place'
    'NVQ' 1
    'TARGET' '30@Stat Server.A'
    AttributeRouteType RouteTypeUnknown
    AttributeReferenceID 6
    ts>route[CRV=1 <=> CRV=40]>link[1]

    And your TServer tells POBX to do it.

    Your PBX is then routes the call to...
    @10:29:02.2810 [0] 6.1.011.01 distribute_response: message EventRouteUsed
    AttributeTimeinuSecs 281000
    AttributeTimeinSecs 1019636942 (10:29:02)
    AttributeReferenceID 6
    AttributeCallState 3
    AttributeOtherQueue '7912'
    AttributeThisQueue '7912'
    AttributeThirdPartyDNRole 2
    AttributeThirdPartyDN '30' <--!!!!!!!
    AttributeOtherDNRole 1
    AttributeOtherDN '7670'
    AttributeThisDNRole 2
    AttributeThisDN '7912'
    AttributeCustomerID 'Resources'
    AttributeDNIS '351'
    AttributeConnID 006700dc00bc5001
    AttributeCallID 575
    AttributeCallType 1

    Yes, it routes it to 30!

    Of course then, the call is dropped to 7815....

    Here is a really simple question... I noticed that your agent ID is 30. Looking at the rest of phone numbers, I quite frankly doubt that your agent is logged into DN#30.... (As far I know, in G3 you cannot have the same numbers for agents and DNs)

    Why is your URS telling agent to route the call to an agent number, and not DN?

    Do you have "useagentid" option set to true by any chance?
    Unless you want to route all the calls as ACD calls, you should not do it...
    Logged
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