Places not monitored

[Tambo]

Hi,

Can anyone help?

We keep getting Places not monitored in CCPulse all the time, this fluctuates and sometimes there are none for ages then you get a whole load for the next week etc.

We rebuild the extensions and this resolves the issue but we keep getting the not monitored places.

Has anyone found a fix for this?

cheers

[Timur Karimov]

Hi Tambo!

Can you provide a "little" bit more info about you envirovment ?

WBR Thaler

[catanirex]

Do you have enough licenses? sdn type for tserver?

[aakarach]

if you are encountering this in a sip environment, then check the logs you will see a disconnect between the T server and the extensions and then T server does not register the extension again, please check you network connection that is sometimes the case.  Again without knowing more about your environment it iwll be difficult to tell you what might be causing that

one of the things that I tried was calling the extensions that would put them back inot service and they be monitored again


thanks

[Gert]

Agree that it sound like a License issue, If you know it is not can you provide a little more info.

[Timur Karimov]

[quote author=Gert link=topic=5104.msg22626#msg22626 date=1264502075]
Agree that it sound like a License issue, If you know it is not can you provide a little more info.
[/quote]
coz, rebuild the extansion is cleared the non monitored tatus-  i think its not a license issue.
if it sip solution and agen use  GAD+sipendopnt it's realy old issues what long know by genesys.

WBR Thaler

[Tambo]

Hi,

Thanks for the replies.

Yes it is in the SIP environment on an Alcatel switch. We do have enough seat licences for the number of agents.

In the logs it is saying that the DN cannot reconnect so we put a stat in the annex of the DN to reconnect however this has not stopped the problem from happening.

It happens at random times and we can have upto 50 cases at roughly the same time??

[Timur Karimov]

[quote author=Tambo link=topic=5104.msg22642#msg22642 date=1264595455]
Yes it is in the SIP environment on an Alcatel switch. We do have enough seat licences for the number of agents.
It happens at random times and we can have upto 50 cases at roughly the same time??
[/quote]

Wich T-Server did you use? T-Server for Alcatel switch or SIP T-Server ?

[cavagnaro]

In OXE...which CPU are you using?

[Tambo]

Hi,

We use the Genesys SIP TServer the Alcatel switch just handles the voice part.

Sorry i dont know what OXE is

[cavagnaro]

OXE is the Alcatel PBX.
So agents login into Alcatel (sip extensions) or into SIP Server?

[Tambo]

The agents log into GAD. On this particular switch the agents dont have individual logins so we create "dummy" logins in CME which just registers themselves to the switch. These logins do not represent an actual login that the agents use.

[Timur Karimov]

[quote author=Tambo link=topic=5104.msg22667#msg22667 date=1264756782]
The agents log into GAD. [/quote]
And , if i recognize you post theyr also use soft or hard sip phone soft to connect to sip t-server. right?
Well, since sip t-server version 7.2.001.27 it's incorrectly updates the contact option in the DN configuration if the authentication process for the REGISTER command fails. You can said - and so that?
But since sip t-server version 7.5.000.15  - If an attempt to update the SIP registration information for an endpoint with Configuration Server is unsuccessful, the contact info in the DN object will not be updated until the next SIP registration attempt. Another and o that ?
Resalt of combination this two bug and internal logic of registration proces in asme sip-hone - then sip-phone lost the connection to sip-server, but GAD client still connect = sip server marked this DN as un-monitored, but not generate EventAgentLogout. And you need to delete contact opion in DN anex or use the support phone to clear this issues and sinhronized the actual place status.

The possible solution in this situation - seting up the DN anex to use subcriber presence feature:
set 'use-register-for-service-state'=true - to use sip register state as DN service state
set 'subscribe-presence'=true - to send change of DN state as T-Lib event
And also, i can recomend set 'enable-agentlogin-presence'=true to enable mirror venet logic - remove DN registration if SIP-server got the T-lib event this agent status change.

hope u found this post helpfull
WBR Thaler

[cavagnaro]

Hey Timur,
I dont see how suscribe-presence will help:

[quote]
subscribe-presence
Default Value: NULL
Valid Values: publish, or the name of the Trunk DN representing the softswitch
Changes Take Effect: Immediately
Related Feature: “Presence Subscription” on page161
Enables presence subscription and mapping of a presence state to an agent
state.
• When set to publish, SIP Server uses presence updates from a PUBLISH
SIP request sent by a SIP Endpoint, and maps the presence state from the
PUBLISH request to the agent state.
• When set to the name of a Trunk DN that contains the subscription
parameters is specified, the enable-agentlogin-presence option (see
page232) must also be configured for the same Trunk DN.
[/quote]

Also, 'true' doesn't seems to be a valid option for that...

[cavagnaro]

[quote author=Tambo link=topic=5104.msg22667#msg22667 date=1264756782]
The agents log into GAD. On this particular switch the agents dont have individual logins so we create "dummy" logins in CME which just registers themselves to the switch. These logins do not represent an actual login that the agents use.
[/quote]

Don't get it, you register your SIP Endpoints against OXE (Alcatel) or against SIP Server, can you post some SIP Server logs indicating the place IP, the SIP Server IP and the Alcatel IP?