G3Cause 613 - Agent not logged into split

[WS]

We have a case where every day around afternoon time we will have a bunch of agents not being able to login to softphone .This would occur for a 30 min /60 min duration and go away .The set of affected agents in each case is spread across and is not specific.

When we check the logs we would see agent has received a G3 Cause 613 /Agent not logged into split error . But in each the hunt group configuration would be correct and all hunt groups would be present and by the time we set of trace on Avaya and Genesys side agent status would be in sync .So queue log out event should not be missed . T server and switch message rates would also not show any dramatic increase since morning that can point to same message drops  .

What other root causes any one has seen that can generate this error.

[cavagnaro]

Like...which PBX? Logs? Architecture?

[WS]

PBX is  Avaya .

Error snippet -

@20:02:31.1184 [asai] AgentLogin [XXXXXXXXX,id,sLO] (reqAgentLogin)
TP_AsaiData
REGISTER  CRV:3613
Facility: INVOKE
InvokeId: 3
Operation: FeatureRequest
UserEnteredCode: LoginDigits t/o=64, 'XXXXXXX#XXXXXX'
Feature: Login
Domain: (ACD_Split),'00'
Domain: (Extension),'XXXXXXX'
Domain: (WorkMode),1

@20:02:31.1184 [>>] 08 00 00 3D 08 02 36 13 64 96 1C 35 91 A1 32 02 01 03 02 01 8F 40 2A 96 02 11 82 C0 31 31 36 33 35 39 35 23 31 31 36 33 35 39 B5 48 01 82 49 03 81 30 B0 49 08 83 31 30 32 32 38 38 B5 49 02 86 81
@20:02:31.1205 [<<] 08 00 00 17 08 02 B6 13 5A 96 1C 0F 91 A3 0C 02 01 03 02 01 8F 40 04 08 02 E1 8F
TP_AsaiData
RELEASE_COMPLETE  CRV:b613
Facility: RETURN_ERROR
InvokeId: 3
Error: 143
Cause: A_NOLOGIN
@20:02:31.1205 [asai] (processFacilityReturnError)
@20:02:31.1206 [gctmi] request RequestAgentLogin ctiRefId 13843 deactivated in reqMgr
@20:02:31.1206 [gctmi] TMsg [EventError()] distributing to model
@20:02:31.1206 [gctmi] AgentLogin [XXXXXXXX,id,sLO] distributing EventError
@20:02:31.1206 [gctmi] AgentLogin [XXXXXXXXX,id,sLO] processError
@20:02:31.1207 [gctmi] request RequestAgentLogin ctiRefId 13843 removed from reqMgr
@20:02:31.1207 [0] 8.1.001.19 send_to_client: message EventError
(Agent not logged in to split)
AttributeEventSequenceNumber 00000000083fb1df
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 120724
AttributeTimeinSecs 1407441751 (20:02:31)
AttributeErrorCode 613
AttributeThisDN 'XXXXXXX'
AttributeReferenceID 3

[cavagnaro]

I'm not Avaya expert, but Genesys is receiving the error message from the Asai link (<<)
It answers:
  (Agent not logged in to split)

Split I think is something like Skills...not sure. So seems or a bug on your Avaya or lack or resources maybe? Due the fact that you mention it appears on specific hours only...maybe network congestion? Link saturation?

[genesysguru]

Hi,

Yes a split is like a skill in Avaya terms. It is many years since I looked at Avaya stuff. However it may be worth checking if there is any Avaya side configuration relating to the associated splits in terms of working hours or possibly maximum logged in time etc.

[WS]

The thing is we never find any missing hunt group /skill issue for these agents . The agents face this for a short duration of 20-30 min and issue goes away  .Any configuration issue specific to agents can not be the reason .

Since this happens at specific hours (not to specific agents)  , this may be more of a n/w congestion / link saturation or something similar  but T server logs do not have enough details to point to right direction of investigation .

[cavagnaro]

TServer would be the wrong place to look for...you would need to check your Avaya PBX

[genesysguru]

Hi,

Search my blog for TSAPI.

http://genesysguru.com/blog/blog/2010/09/10/tsapi-link-flooding/

[cavagnaro]

Greg is the man