OCS Campaign Error #9

[Fra]

I think the only way to get down to the issue is to post some log files:
1. confserv: during campaign creation
2. ocsserver: at startup
3. confserv, ocsdbserver and ocsserver: when you start OCM

If you can't post them, we can just make causes up..

[cavagnaro]

Agree with Fra, without seeing what is really going on through logs we can't really help too much...we are just guessing over N possible causes.

[astrakid]

Thanks for your support and excuse my delay. In the meantime we upgraded to ocs 7.6 (because of some other major issues it was done so fast) and this problem disappeared!

kind regards,
andre

[Fra]

Cavagnaro,

may you lend me your avatar to express my bewilderment?   

[astrakid]

Well, I feel the same so often with Genesys... Using the former version it was necessary after each restart of OCS to restart all T-Servers... That seems to be obsolete now, too...

[cavagnaro]

[quote author=Fra link=topic=928.msg13369#msg13369 date=1219064555]
Cavagnaro,

may you lend me your avatar to express my bewilderment?   
[/quote]

haha yes you may, one scratching his head would be more appropiate I think so... 

I don't see any related bug on the fixes...very strange

[ecki]

Hello All,

I think the issue was in the Agent group definition used for particular campaign. I bet that the origination dn was not set properly. However this is not relevant  anymore as 7.6 quite different.

Cheers.

ecki.

[Dionysis]

I have seen this issue many, many times and there has only ever been 1 reason.  Error Code 9 is very specific in my experience, although there is no listing that I know of that provides a description of what these error codes are that I've ever been able to find.

It is almost always caused by the OCS not being connected to the TServer that relates to the Agent Group/Origination DN that is specified in the campaign.  Meaning the OCS cannot monitor the agents that you are attempting to deliver to.  In our environment we run 6 separate OCS's so this happens quite regularly.

If this is not the case then I would assume that the Origination DN for the agent group is not registered correctly with the PABX, thus causing the same symptom.  In this case you will need to delete and recreate the DN.

[astrakid]

hmmm... we have for all campaigns the same origination dn at each location, and all other campaigns were running fine. so the dn was registered fine i think.

[Fra]

[quote author=astrakid link=topic=928.msg13707#msg13707 date=1220945795]
we have for all campaigns the same origination dn at each location
[/quote]
Location? By the way, origination DNs should not be shared..

[astrakid]

well, we have for each location its own campaign, all combined to one campaign group. because of a lower delay in call delivery we had to have each location work physically independent from other locations.

regards,
andre

[Dionysis]

So... many Genesys campaigns sharing a single agent group?

If that is correct then each Genesys campaign will see the calls that are delivered for the other campaigns as inbound volume.  This will cause long wait times between calls due to the OCS being designed to prioritise inbound volume.  Worth looking into I think.

But of course that's not the question, the question is around error code 9.

I've searched a few tickets on the Genesys support site and all of them have the same cause of this error.

The OCS has no connection to the TServer that the campaign is dialling for.  There are many potential causes for the connection not being made, but it's always the same underlying reason for the error itself.

But of course, now that you're running 7.6 it's a redundant question by the sound of it.

[astrakid]

Ok, thanks for the hint.
The other part of your posting is as interesting for me as the answered one:
We are using for each location its own virtual agent group, but nevertheless we were facing too high waiting times. But unfortunately I'm not involved in current investigation.

Kind regards,
andre

[Fra]

Actually not really clear to me...can you be a little more clear?
With location do you mean site\switch (then you have a multisite enviroment)?
Do you have one origination DN per site? If you have one OCS and multiple TServer, where, it might be a registration problem.

[astrakid]

yes, multisite, and each site has its own origination dn.