Interpreting "check call routing states" in URS log

[rick_smith]

Hi, all.  It's been a long time since I've posted!  I'm having an issue with a call on a GVP IVR T-Server that makes a routing request to URS.  URS picks a target, but does not send a RequestRouteCall back to the GVP IVR T-Server and the GVP IVR T-Server EventRouteRequest times out, causing the call to default route off of the IVR.

What I'm seeing is an unusual value in the "check call routing states" line in the URS log after the target is selected.  I have never seen a key for interpreting the values in "check call routing states" and I'm hoping that someone has that key.  Thanks!

Here is what I've got for a "bad" call, that timed out and default routed from the IVR:

10:05:01.985_M_I_026301c20c95069e [17:0e] virtual queue ""(id=246171), VQ 10597d740 (1 targets): SELECT ANY by statistic NONE(random )
    _M_I_026301c20c95069e [17:0b] VQ 10597d740 target "PLSC_Legacy_Prop_Main_RP_11027107" (#1, 1-0 components): SELECT ANY by statistic NONE(random)
    _M_I_026301c20c95069e [17:0b] VQ 10597d740 target "PLSC_Legacy_Prop_Main_RP_11027107": component PLSC_Legacy_Prop_Main_RP_11027107 was SELECTED
    _M_I_026301c20c95069e [17:0e] target PLSC_Legacy_Prop_Main_RP_11027107: statvalue: 1.82500686666e-07(N) the best
    _M_I_026301c20c95069e [17:0e] virtual queue ""(id=246171), VQ 10597d740: target "PLSC_Legacy_Prop_Main_RP_11027107" for route was SELECTED
    _M_I_026301c20c95069e [01:0d] attempt to route (1)
    _T_I_026301c20c95069e [0E:19] check call routing states: state=0 delivery=0 treatment=0 held=1 reserving=0 ivr=0 - false

Here is what I have for a "good" call that URS sent a routing instruction to:

10:04:38.026_M_I_026401c20c950985 [17:0e] virtual queue ""(id=246161), VQ 10594ca80 (1 targets): SELECT ANY by statistic NONE(random )
    _M_I_026401c20c950985 [17:0b] VQ 10594ca80 target "PLSC_Legacy_Prop_Main_RP_11027107" (#1, 1-0 components): SELECT ANY by statistic NONE(random)
    _M_I_026401c20c950985 [17:0b] VQ 10594ca80 target "PLSC_Legacy_Prop_Main_RP_11027107": component PLSC_Legacy_Prop_Main_RP_11027107 was SELECTED
    _M_I_026401c20c950985 [17:0e] target PLSC_Legacy_Prop_Main_RP_11027107: statvalue: 9.87273781549e-07(N) the best
    _M_I_026401c20c950985 [17:0e] virtual queue ""(id=246161), VQ 10594ca80: target "PLSC_Legacy_Prop_Main_RP_11027107" for route was SELECTED
    _M_I_026401c20c950985 [01:0d] attempt to route (1)
    _T_I_026401c20c950985 [0E:19] check call routing states: state=0 delivery=0 treatment=0 held=0 reserving=0 ivr=0 - true
====================== Target Information =====================
Target Name    < PLSC_Legacy_Prop_Main_RP_11027107 >
Target Location < cmh_gvp_routingstatserver_a >
Target Type    < RP >
STATE MAPPING INFO - STATISTIC < ##true >:
Modelling Statistic  : NOT available
==============================================================

[Fra]

Hi Rick,

I don't have that key and always looked for more info about T-Server / URS internal counters and keys. Not sure whether anyone can help in that direction, however, this issue happened to me too. I can't remember exactly what it was about, but if you post the log of a bad call, maybe it will ring a bell.

Fra

[René]

Hi Rick,

[quote]  _T_I_026301c20c95069e [0E:19] check call routing states: state=0 delivery=0 treatment=0 held=1 reserving=0 ivr=0 - false[/quote]
This message means that call cannot be moved - either EventHeld was received or call is located nowhere (in transition). It's hard to say what is wrong in your case without having all corresponding logs...

Detailed information about messages in URS logs are provided during Advanced Routing Workshop training offered by Genesys University. I don't know about any other source you can get that information from.

R.

[rick_smith]

Thanks for your responses, Fra and Rene.  I did attentend the Advanced Routing Workshop several years ago, but can't find any documentation from that class that decodes "check call routing states".  I'm going to keep looking and may submit a Genesys ticket.  If I find out anything, I'll post it here!

Rick