Error using Whisper Coaching T-Server Cisco

[bounty]

Hello all,

I Try to get the "Whisper Coaching" working. I have read the T-Server Cisco 8 documentation and configure IntercomDN on my phones like specified :

[code]Whisper Coaching and Extra Instance of Intercom Call

Whisper coaching in T-Server is performed using the CUCM Intercom feature.
The Intercom feature allows one user to call another user and have the call answered automatically,
and with one-way media from the caller to the called party, regardless of whether the called party is busy or idle.
The called user can press the talk back softkey (unmarked key) on their phone display to start talking to the caller.
Only a specially configured Intercom address on the phone can initiate an Intercom call. JTAPI creates a new type
of address object named CiscoIntercomAddress for Intercom addresses that are configured on the phone.
Only one Intercom DN can call another Intercom DN. For this reason, the Configuration Manager DN configuration
option intercomDN must be configured on both the supervisor phone and the agent phone for the Whisper feature to work.
See Figure 21, “Screen Shot of Intercom DN,” on page 183.[/code]

When I try to start the monitoring, I get the following error :

20:00:19.127 Trc 04541 RequestMonitorNextCall received from [680] (0000001c TServer 20.10.5.218:1798)
message RequestMonitorNextCall
AttributeReferenceID 2
AttributeExtensions [45] 00 02 00 00..
  'MonitorMode' 'coach'
  'MonitorScope' 'agent'
AttributeMonitorNextCallType 0 (MonitorOneCall)
AttributeOtherDN '2070002107'
AttributeThisDN '2070002108'
@20:00:19.1270 [gctmi] Distributing request RequestMonitorNextCall
@20:00:19.1270 [tout] Address [2070002108,tDN,sIDLE] (reqMonitorNextCall)
@20:00:19.1270 [gctm] TMsg [RequestMonitorNextCall(2070002108)] Generating EventError [59: 'IntercomDNs are not configured in CME']
@20:00:19.1270 [gctmi] TMsg [EventError(2070002108)] (re)distributing to model in 0mS
@20:00:19.1270 [gctmi] request RequestMonitorNextCall ctiRefId -1 deactivated in reqMgr
@20:00:19.1270 [gctmi] TMsg [EventError(2070002108)] distributing to model
@20:00:19.1270 [gctmi] Address [2070002108,tDN,sIDLE] distributing EventError
@20:00:19.1270 [gctmi] Address [2070002108,tDN,sIDLE] processError
@20:00:19.1270 [gctmi] request RequestMonitorNextCall ctiRefId -1 removed from reqMgr
@20:00:19.1270 [0] 8.0.101.02 send_to_client: message EventError
(DN is not configured in CME)
AttributeEventSequenceNumber 00000000000002ea
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 127000
AttributeTimeinSecs 1298574019 (20:00:19)
AttributeErrorMessage 'IntercomDNs are not configured in CME'
AttributeErrorCode 59
AttributeThisDN '2070002108'
AttributeReferenceID 2

Then I see :
@20:05:03.7400 [tout] GetDNforIntercom:2070002107 not found

In Cisco, Intercom DNs seem to be right configured:

613: févr. 24 19:51:13.479 CET %JTAPI-JTAPIIMPL-7-UNK:Address [SEP0026CBA81944:2070003108:INTERCOM_20:(1,252)]  in service

Any ideas ?

Thanks

[René]

Hi bounty,

Have you configured the intercom numbers on agent's and supervisor's DNs (Annex tab, TServer section, 'intercomDN' key) as described in the documentation on page 183?

R.

[bounty]

I René,

Yes, I have configured it on both Phones DN (Extension) like I understand it in the doc.

I have tried to create the Intercom DNs like extension, but it didn't help...

B.

[René]

Hi Bounty,

Unfortunately, I can't test it now so it's hard for me to help you. I would suggest you contacting Genesys Support.

Please post here the solution once it works. Thanks.

R.

[bounty]

The configuration change "IntercomDN" in "intercomDN" has resolved the error "intercom DN not configured in CME".
The setting is also case-sensitive...

Still have some problems making it working... Will update my post later.

[bounty]

Ok, there was something missing in the documentation :

You should configure on the annex tab  TServer section, 'intercomDN' key like mentionned BUT you have to create the intercomDN like normal extentions too !

Cheers