Agents are shown ready in Pulse. But call is not routed to them

[ryusuf]

Hi Team,

I have this issue that, the calls are not getting routed to the agents even when they are ready. I had 2 agents ready and waiting for call. When a call arrives, i could see the URS sending RequestRouteCall to Agent A only. Immediately after this request the SIPServer responds back with a EventError (Out of Service) and the customer is hearing "All agents are busy now, please wait" i.e the wait message. 

So ideally all the calls got abandoned like this though the agents were ready. Identified Agent A and asked him to logged out and exit the Workspace application. And then made the call, the call was routed to Agent B without any issues.

Then I asked Agent A to login back to Workspace and then tried making few calls, the call were getting routed to both agents now.

So the issue now is that, why was EventError generated when the Pulse displayed the status of the Agent Ready?
Why was the call route request always to Agent A and the customer was hearing wait message. If agent A was not available the call should have been routed to Agent B.

Please anyone could provide an insights on this concerns. Below is the extract from the SIPS logs during the RequestRouteCall

2016-06-30T11:37:41.299 Trc 04541 RequestRouteCall received from [652] (00000005 ORS 192.168.10.191:57324)
message RequestRouteCall
AttributeThisDN '7002'
AttributeConnID 007702822635c4cc
AttributeOtherDN '1002'
AttributeLocation 'SIP_Switch'
AttributeDNIS '7002'
AttributeRouteType 1 (RouteTypeDefault)
AttributeReferenceID 17094
2016-06-30T11:37:41.299 Int 04543 Interaction message "RequestRouteCall" received from 652 ("ORS")
@11:37:41.2990 [ISCC] REQUEST:  checking remote location 'SIP_Switch'
@11:37:41.2990 [ISCC] Error: REQUEST: (check_destination_location) local location 'SIP_Switch' received
2016-06-30T11:37:41.299  -- created: CRequest@37b6160 RequestRouteCall-ORS[652]/17094
11:37:41.299: $+TLIB:CTI:Unknown:0:10293
2016-06-30T11:37:41.299 +++ CIFace::Request +++
  -- new invoke
  -- thisCall by party
  Parsed: RequestRouteCall
  From: ORS[652]/17094
  Numbers: +<7002> +<1002>
  Calls: 3556940:1 none
  Parties: 7002.28df860-3556940:1
          none
  Status: parsed:1 queued:0 sent:0 acked:0 preevent:0 event:0 context:0 transferred:0
  -----
  -- validate
  -- state check: ok
  CIFace: Sent CRequest@37b6160 RequestRouteCall-ORS[652]/17094
  -- aTmCall 007702822635c4cc SetCause: Distributed to 1002
  -- created NAData 33a02f0
  FinishRequest CRequest@37b6160 RequestRouteCall-ORS[652]/17094
  IFace stats: q=0 s=0
  -- complete
  -- NAData ClRq removed
  TNAEmulator::NotifyBackup()
2016-06-30T11:37:41.299 --- CIFace::Request ---
11:37:41.299: $-TLIB:CTI:Unknown:0:94

11:37:41.330: $+NET:SIP::0:0
11:37:41.330: SIPTR: Received [0,UDP] 1320 bytes from 192.168.10.193:5060 <<<<<
SIP/2.0 200 OK
Via: SIP/2.0/UDP 192.168.10.191:5060;branch=z9hG4bKCC738AA6-F503-4478-8875-CDC1774AAF40-48956
From: sip:112931028@jcci.com;tag=5921CCD5-20F6-484C-88D9-974A34F80E99-925909
To: <sip:msml-dn@192.168.10.191:5060>;tag=E54CE949-D363-47CD-7286-ED8731DCB9CE
CSeq: 11 INFO
Call-ID: B095F88A-4508-441D-BCFA-22CC08441613-924110@192.168.10.191
Content-Length: 180
Content-Type: application/vnd.radisys.msml+xml
P-AV-Message-Id: 1_1
Max-Breadth: 60
P-Charging-Vector: icid-value="AAS:2865-abe5ca801e63c5cf9562961f1d"
Alert-Info: <cid:internal@jcci.com>;avaya-cm-alert-type=internal
User-Agent: Huawei SoftX3000 V300R010 Avaya CM/R016x.03.0.124.0 AVAYA-SM-6.3.16.0.631601
Av-Global-Session-ID: 80cae5ab-5c3c-4601-a029-56f91d0f0000
P-Location: SM;origlocname="Jeddah";origsiglocname="Jeddah";origmedialocname="Jeddah";termlocname="Jeddah";termsiglocname="Jeddah";smaccounting="true"
Min-SE: 90
X-Genesys-GVP-Session-Data: callsession=90F5CCA9-9253-4BBB-C2B2-D2D5E3585F4F;1;0;;;;Resources;IVRAppDefault;
X-Genesys-GVP-Session-ID: 90F5CCA9-9253-4BBB-C2B2-D2D5E3585F4F;gvp.rm.datanodes=1;gvp.rm.tenant-id=101_IVRAppDefault


<?xml version="1.0" encoding="UTF-8"?>
<msml version="1.1">
<result response="200"/>
<dialogid>conn:E54CE949-D363-47CD-7286-ED8731DCB9CE/dialog:announcement17092</dialogid>
</msml>
11:37:41.330: SipDialog: event CONNECTED_RESOK, t=998055, s=7, r=5, m=00000000038945e8
11:37:41.330 SIPCONN(msml-dn): HandleSipDialogEvent(CONNECTED_RESOK)
11:37:41.330 SIPCONN(msml-dn): store remote content
11:37:41.330 SIPCONN(msml-dn): CtiRequest(3,33)
11:37:41.330 SIPCONN(msml-dn): CtiRequestProcessInfoResponse
11:37:41.330 SIPCONN(msml-dn): INFO transaction cleared
11:37:41.330: SIPTS: HandleMediaServiceAttached
11:37:41.330: Adding OtherTrunkName(JCCI_Trunk): done
2016-06-30T11:37:41.330  -- thisCall by party
2016-06-30T11:37:41.330 SetContext: for party 7002.28df860-3556940:1
2016-06-30T11:37:41.330 +++ CIFace::Event +++
  +++ Pre-event +++
    Type EventTreatmentApplied
    Devices: <7002/7002> <-/-> <-/->
    Calls: 16778449/007702822635c4cc/16778449.3556940/c:2/r:8 0/none
    Parties: D7002/7002.28df860-3556940:1/l:2/r:8/Queued,RtRequest,Destination
    none
    none
    Cause: Null/0, Info: 7
    Flags: divert=0 hook=0 postCall=0 active=1 moveAll=1 callType=1 hideOtherPi=0 InternalOther=0
  --- Pre-event ---
  +++ TreatmentStart +++
@11:37:41.3300 [0] 8.1.101.91 distribute_response: message EventTreatmentApplied
AttributeEventSequenceNumber 000000000001cd36
AttributeTimeinuSecs 330000
AttributeTimeinSecs 1467275861 (11:37:41)
AttributeExtensions [52] 00 02 00 00..
'OtherTrunkName' 'JCCI_Trunk'
'BusinessCall' 1
AttributeReferenceID 17092
AttributeTreatmentType 7 (TreatmentPlayAnnouncement)
AttributeThisQueue '7002'
AttributeCollectedDigits ''
AttributeThisDNRole 2
AttributeThisDN '7002'
AttributeANI '112931028'
AttributeDNIS '7002'
AttributeUserData [1392] 00 2d 03 00..
'ORSI:ORS_Cluster:M7R38P07JL4LN07ARQ4ND2M2K800016H'(list) 'Session' '5TI0S86TLT1BNFTVIKSKQD48S00001KI'
                                                          'Node' '127'
'RStrategyName' 'JCCI.default.defaultWorkflow'
'RStrategyDBID' '338'
'UD_CallCategory' 'NORMAL'
'UD_CallStatus' 'Nominal'
'UD_QUEUE_START' '1467275861240'
'UD_CallResult' 'Routed'
'UD_CallResultReason' 'RoutedAgent'
'UD_ComponentSelected' '1474@Routing_SS.A'
'UD_LANGUAGE_SELECTED' 'English'
'UD_OriginalLocation' 'SIP_Switch'
'UD_OriginalRP' '7002'
'UD_RejectRP' ''
'UD_TargetObject' '1002@SIP_Switch.GA'
'UD_TargetSelected' 'AG_English.GA'
'UD_TargetVQ' 'Festival Participation Request'
'UD_Target_AgentGroup' 'AG_English'
'UD_VQ_SELECTED' 'Festival Participation Request'
'WAIT_TIME' '00:00:00'
'callid' 'M7R38P07JL4LN07ARQ4ND2M2K800016H'
'cli' '112931028'
'RPVQID' '5UCJ9TBRJ917TCNGVFJR9ASMI00004VI'
'RVQID' '5UCJ9TBRJ917TCNGVFJR9ASMI00004VI'
'RVQDBID' '171'
'RTargetTypeSelected' '2'
'RTargetRuleSelected' ''
'RTargetObjectSelected' 'AG_English'
'RTargetObjSelDBID' '123'
'RTargetAgentSelected' '1474'
'RTargetAgSelDBID' '118'
'RTargetPlaceSelected' 'Place_1002'
'RTargetPlSelDBID' '103'
'RTenant' 'Resources'
'RTenantDBID' '101'
'CBR-actual_volume' ''
'CBR-Interaction_cost' ''
'CBR-contract_DBIDs' ''
'CBR-IT-path_DBIDs' ''
'RRequestedSkillCombination' ''
'RRequestedSkills'(list)
'RTargetRequested' 'AG_English'
'CustomerSegment' 'default'
'ServiceType' 'default'
'ServiceObjective' ''
'PegAGAG_English' 1
AttributeCallUUID 'M7R38P07JL4LN07ARQ4ND2M2K800016H'
AttributeConnID 007702822635c4cc
AttributeCallID 16778449
AttributePropagatedCallType 2
AttributeCallType 2
AttributeCallState 0
2016-06-30T11:37:41.330 Int 04544 Interaction message "EventTreatmentApplied" generated
2016-06-30T11:37:41.330 Trc 04542 EventTreatmentApplied sent to [652] (00000005 ORS 192.168.10.191:57324)
2016-06-30T11:37:41.330 Trc 04542 EventTreatmentApplied sent to [668] (000000ae SS_Pulse 192.168.10.194:57353)
2016-06-30T11:37:41.330 Trc 04542 EventTreatmentApplied sent to [672] (000000ad HistoricalReporting_SS 192.168.10.194:57352)
2016-06-30T11:37:41.330 Trc 04542 EventTreatmentApplied sent to [704] (000000ac Reporting_SS 192.168.10.194:57350)
2016-06-30T11:37:41.330 Trc 04542 EventTreatmentApplied sent to [660] (00000007 ICON 192.168.10.191:57337)
2016-06-30T11:37:41.330 Trc 04542 EventTreatmentApplied sent to [632] (00000004 Routing_SS 192.168.10.191:57320)
2016-06-30T11:37:41.330 Trc 04542 EventTreatmentApplied sent to [548] (00000003 URS 192.168.10.191:57316)
@11:37:41.3300 [0] 8.1.101.91 distribute call/party event: message EventCallPartyState
AttributeEventSequenceNumber 000000000001cd37
AttributeTimeStamp 5774da5500050910
AttributePartyState 0xa09
AttributeConnID 007702822635c4cc
AttributeCallUUID 'M7R38P07JL4LN07ARQ4ND2M2K800016H'
AttributePartyUUID 'V34CR9C48L4LBCM8IB6AVRLARK000JD8'
2016-06-30T11:37:41.330 Int 04544 Interaction message "EventCallPartyState" generated
2016-06-30T11:37:41.330 Trc 04542 EventCallPartyState sent to [660] (00000007 ICON 192.168.10.191:57337)
2016-06-30T11:37:41.330 Int 04544 Interaction message "EventCallPartyState" generated
2016-06-30T11:37:41.330 Trc 04542 EventCallPartyState sent to [652] (00000005 ORS 192.168.10.191:57324)
  --- TreatmentStart ---
  +++ Post-event +++
    Type EventTreatmentApplied
    Devices: <7002/7002> <-/-> <-/->
    Calls: 16778449/007702822635c4cc/16778449.3556940/c:2/r:8 0/none
    Parties: D7002/7002.28df860-3556940:1/l:2/r:8/Queued,RtRequest, Treating,Destination
    none
    none
    Cause: Null/0, Info: 7
    Flags: divert=0 hook=0 postCall=0 active=1 moveAll=1 callType=1 hideOtherPi=0 InternalOther=0
  --- Post-event ---
2016-06-30T11:37:41.330 --- CIFace::Event ---
11:37:41.330: SIPTR(47513): complete
11:37:41.330: SIPTR(47512): Step 0 - SipTransactionProcessMsml(47513) complete
11:37:41.330: SIPTR(47512): complete
11:37:41.330: SIPCM: transaction SipScenario(47512) complete
11:37:41.330: PI: 00 S[IN]D[112931028]C[*D[112931028]]P[msml-dn]
11:37:41.330: PI: 00 S[QN]D[7002]E[-]MS[C[*D[msml-dn]]]P[112931028]
11:37:41.330: call1 16778449 idle
2016-06-30T11:37:41.330  -- thisCall by party
2016-06-30T11:37:41.330  -- validate
2016-06-30T11:37:41.330  -- state check: ok
11:37:41.330: IncrementRouteRequestCounter, option 100
11:37:41.330: GetRtPartyId: call 16778449, party 16781196
11:37:41.330: GetRtPartyId: routingLinkId not set
11:37:41.330: Unable to resolve number for DN:1002
11:37:41.330: SIPDM: failed to get registration info for 1002
11:37:41.330: SIPDM: failed to get registration info for 1002
11:37:41.330: ERROR: 10000028, GetDeviceManager().ResolveCalledDevice(call, newDestination, result), SipCallManager.cpp,2524
11:37:41.330: ERROR: 10000028, ResolveNewDestinationDevice(call, party, destination, device), SipCallManagerCallControl.cpp,4647
2016-06-30T11:37:41.330 Response (58): for CRequest@37b6160 RequestRouteCall-ORS[652]/17094
2016-06-30T11:37:41.330  -- thisCall by party
2016-06-30T11:37:41.330 Trc 36002 Request rejected: error code 58(Out of service)
@11:37:41.3300 [0] 8.1.101.91 send_to_client: message EventError
(Out of service)
AttributeEventSequenceNumber 000000000001cd38
AttributeTimeinuSecs 330000
AttributeTimeinSecs 1467275861 (11:37:41)
AttributeErrorCode 58
AttributeErrorMessage 'Out of service'
AttributeReferenceID 17094
AttributeRouteType 1 (RouteTypeDefault)
AttributeDNIS '7002'
AttributeLocation 'SIP_Switch'
AttributeOtherDN '1002'
AttributeConnID 007702822635c4cc
AttributeThisDN '7002'
AttributeClientID 5
2016-06-30T11:37:41.330 Int 04545 Interaction message "EventError" sent to 652 ("ORS")
2016-06-30T11:37:41.330 Trc 04542 EventError sent to [652] (00000005 ORS 192.168.10.191:57324)
2016-06-30T11:37:41.330 FinishRequest: second time for CRequest@37b6160 RequestRouteCall-ORS[652]/17094
2016-06-30T11:37:41.330  -- deleted: CRequest@37b6160 RequestRouteCall-ORS[652]/17094
11:37:41.330: $-NET:SIP::0:1208

2016-06-30T11:37:41.346 Trc 04541 RequestApplyTreatment received from [652] (00000005 ORS 192.168.10.191:57324)
message RequestApplyTreatment
AttributeThisDN '7002'
AttributeConnID 007702822635c4cc
AttributeTreatmentType 7 (TreatmentPlayAnnouncement)
AttributeTreatmentParms [85] 00 02 00 00..
'LANGUAGE' 'English (US)'
'PROMPT'(list) '1'(list) 'INTERRUPTABLE' 1
                        'ID' 101103211
AttributeReferenceID 17095
2016-06-30T11:37:41.346 Int 04543 Interaction message "RequestApplyTreatment" received from 652 ("ORS")
2016-06-30T11:37:41.346  -- created: CRequest@37b6880 RequestApplyTreatment-ORS[652]/17095
11:37:41.346: $+TLIB:CTI:Unknown:0:47089
2016-06-30T11:37:41.346 +++ CIFace::Request +++
  -- new invoke
  -- thisCall by party
  Parsed: RequestApplyTreatment
  From: ORS[652]/17095
  Numbers: +<7002> -<none>
  Calls: 3556940:1 none
  Parties: 7002.28df860-3556940:1
          none
  Status: parsed:1 queued:0 sent:0 acked:0 preevent:0 event:0 context:0 transferred:0
  -----
  -- validate
  -- state check: ok
  CIFace: Sent CRequest@37b6880 RequestApplyTreatment-ORS[652]/17095
  TNAEmulator::NotifyBackup()
  -- NAData ClRq added
  FinishRequest CRequest@37b6880 RequestApplyTreatment-ORS[652]/17095
  IFace stats: q=0 s=0
  -- complete
  -- NAData ClRq removed
  TNAEmulator::NotifyBackup()
11:37:41.346: SIPTS: HandleMediaServiceDetached
11:37:41.346: Adding OtherTrunkName(JCCI_Trunk): done
  -- thisCall by party
  SetContext: for party 7002.28df860-3556940:1
  +++ CIFace::Event +++
    +++ Pre-event +++
      Type EventTreatmentEnd
      Devices: <7002/7002> <-/-> <-/->
      Calls: 16778449/007702822635c4cc/16778449.3556940/c:2/r:8 0/none
      Parties: D7002/7002.28df860-3556940:1/l:2/r:8/Queued,RtRequest, Treating,Destination
      none
      none
      Cause: Null/0, Info: 7
      Flags: divert=0 hook=0 postCall=0 active=1 moveAll=1 callType=1 hideOtherPi=0 InternalOther=0
    --- Pre-event ---
    +++ TreatmentEnd +++
@11:37:41.3460 [0] 8.1.101.91 distribute_response: message EventTreatmentEnd
AttributeEventSequenceNumber 000000000001cd39
AttributeTimeinuSecs 346000
AttributeTimeinSecs 1467275861 (11:37:41)
AttributeExtensions [135] 00 04 00 00..
'OtherTrunkName' 'JCCI_Trunk'
'BusinessCall' 1
'LANGUAGE' 'English (US)'
'PROMPT'(list) '1'(list) 'INTERRUPTABLE' 1
                        'ID' 101103211
AttributeReferenceID 17092
AttributeTreatmentType 7 (TreatmentPlayAnnouncement)
AttributeThisQueue '7002'
AttributeCollectedDigits ''
AttributeThisDNRole 2
AttributeThisDN '7002'
AttributeANI '112931028'
AttributeDNIS '7002'
AttributeUserData [1392] 00 2d 03 00..
'ORSI:ORS_Cluster:M7R38P07JL4LN07ARQ4ND2M2K800016H'(list) 'Session' '5TI0S86TLT1BNFTVIKSKQD48S00001KI'
                                                          'Node' '127'
'RStrategyName' 'JCCI.default.defaultWorkflow'
'RStrategyDBID' '338'
'UD_CallCategory' 'NORMAL'
'UD_CallStatus' 'Nominal'
'UD_QUEUE_START' '1467275861240'
'UD_CallResult' 'Routed'
'UD_CallResultReason' 'RoutedAgent'
'UD_ComponentSelected' '1474@Routing_SS.A'
'UD_LANGUAGE_SELECTED' 'English'
'UD_OriginalLocation' 'SIP_Switch'
'UD_OriginalRP' '7002'
'UD_RejectRP' ''
'UD_TargetObject' '1002@SIP_Switch.GA'
'UD_TargetSelected' 'AG_English.GA'
'UD_TargetVQ' 'Festival Participation Request'
'UD_Target_AgentGroup' 'AG_English'
'UD_VQ_SELECTED' 'Festival Participation Request'
'WAIT_TIME' '00:00:00'
'callid' 'M7R38P07JL4LN07ARQ4ND2M2K800016H'
'cli' '112931028'
'RPVQID' '5UCJ9TBRJ917TCNGVFJR9ASMI00004VI'
'RVQID' '5UCJ9TBRJ917TCNGVFJR9ASMI00004VI'
'RVQDBID' '171'
'RTargetTypeSelected' '2'
'RTargetRuleSelected' ''
'RTargetObjectSelected' 'AG_English'
'RTargetObjSelDBID' '123'
'RTargetAgentSelected' '1474'
'RTargetAgSelDBID' '118'
'RTargetPlaceSelected' 'Place_1002'
'RTargetPlSelDBID' '103'
'RTenant' 'Resources'
'RTenantDBID' '101'
'CBR-actual_volume' ''
'CBR-Interaction_cost' ''
'CBR-contract_DBIDs' ''
'CBR-IT-path_DBIDs' ''
'RRequestedSkillCombination' ''
'RRequestedSkills'(list)
'RTargetRequested' 'AG_English'
'CustomerSegment' 'default'
'ServiceType' 'default'
'ServiceObjective' ''
'PegAGAG_English' 1
AttributeCallUUID 'M7R38P07JL4LN07ARQ4ND2M2K800016H'
AttributeConnID 007702822635c4cc
AttributeCallID 16778449
AttributePropagatedCallType 2
AttributeCallType 2
AttributeCallState 0
2016-06-30T11:37:41.346 Int 04544 Interaction message "EventTreatmentEnd" generated
2016-06-30T11:37:41.346 Trc 04542 EventTreatmentEnd sent to [652] (00000005 ORS 192.168.10.191:57324)
2016-06-30T11:37:41.346 Trc 04542 EventTreatmentEnd sent to [668] (000000ae SS_Pulse 192.168.10.194:57353)
2016-06-30T11:37:41.346 Trc 04542 EventTreatmentEnd sent to [672] (000000ad HistoricalReporting_SS 192.168.10.194:57352)
2016-06-30T11:37:41.346 Trc 04542 EventTreatmentEnd sent to [704] (000000ac Reporting_SS 192.168.10.194:57350)
2016-06-30T11:37:41.346 Trc 04542 EventTreatmentEnd sent to [660] (00000007 ICON 192.168.10.191:57337)
2016-06-30T11:37:41.346 Trc 04542 EventTreatmentEnd sent to [632] (00000004 Routing_SS 192.168.10.191:57320)
2016-06-30T11:37:41.346 Trc 04542 EventTreatmentEnd sent to [548] (00000003 URS 192.168.10.191:57316)
@11:37:41.3460 [0] 8.1.101.91 distribute call/party event: message EventCallPartyState
AttributeEventSequenceNumber 000000000001cd3a
AttributeTimeStamp 5774da5500054790
AttributePartyState 0x809
AttributeConnID 007702822635c4cc
AttributeCallUUID 'M7R38P07JL4LN07ARQ4ND2M2K800016H'
AttributePartyUUID 'V34CR9C48L4LBCM8IB6AVRLARK000JD8'
AttributeRefParty '7002'
2016-06-30T11:37:41.346 Int 04544 Interaction message "EventCallPartyState" generated
2016-06-30T11:37:41.346 Trc 04542 EventCallPartyState sent to [660] (00000007 ICON 192.168.10.191:57337)
2016-06-30T11:37:41.346 Int 04544 Interaction message "EventCallPartyState" generated
2016-06-30T11:37:41.346 Trc 04542 EventCallPartyState sent to [652] (00000005 ORS 192.168.10.191:57324)
    --- TreatmentEnd ---
    +++ Post-event +++
      Type EventTreatmentEnd
      Devices: <7002/7002> <-/-> <-/->
      Calls: 16778449/007702822635c4cc/16778449.3556940/c:2/r:8 0/none
      Parties: D7002/7002.28df860-3556940:1/l:2/r:8/Queued,RtRequest,Destination
      none
      none
      Cause: Null/0, Info: 7
      Flags: divert=0 hook=0 postCall=0 active=1 moveAll=1 callType=1 hideOtherPi=0 InternalOther=0
    --- Post-event ---
  --- CIFace::Event ---
  ClearContext: party 7002.28df860-3556940:1
11:37:41.346: free_dcr 00000000037d41d0
11:37:41.346: SIPTR(47515): Begin step 0 - SipTransactionProcessMsml(47516)
11:37:41.346: free_dcr 00000000037d3f30
11:37:41.346 SIPCONN(msml-dn): CtiRequest(3)
11:37:41.346: SIPDLG[5164]: register TRN[998056]
11:37:41.346: Sending  [0,UDP] 1002 bytes to 192.168.10.193:5060 >>>>>
INFO sip:Genesys@192.168.10.193:5070 SIP/2.0
From: sip:112931028@jcci.com;tag=5921CCD5-20F6-484C-88D9-974A34F80E99-925909
To: <sip:msml-dn@192.168.10.191:5060>;tag=E54CE949-D363-47CD-7286-ED8731DCB9CE
Call-ID: B095F88A-4508-441D-BCFA-22CC08441613-924110@192.168.10.191
CSeq: 12 INFO
Content-Length: 396
Content-Type: application/vnd.radisys.msml+xml
Via: SIP/2.0/UDP 192.168.10.191:5060;branch=z9hG4bKCC738AA6-F503-4478-8875-CDC1774AAF40-48957
Contact: <sip:112931028@192.168.10.191:5060>
Max-Forwards: 59
Route: <sip:0000000015B36FE0@192.168.10.193:5060;lr;gvp.rm.datanodes=1;idtag=000016C4>


<?xml version="1.0" encoding="UTF-8"?>
<msml version="1.1">
<dialogend id="conn:E54CE949-D363-47CD-7286-ED8731DCB9CE/dialog:announcement17092"/>
<dialogstart target="conn:E54CE949-D363-47CD-7286-ED8731DCB9CE" name="announcement17095" type="application/moml+xml">
<play barge="true" cleardb="true" gvp:precheck="true">
<video uri="announcement/101103211"/>
</play>
</dialogstart>
</msml>

11:37:41.346: SipDialog: event CONNECTED_SEND_REQUEST, t=998056, s=7, r=6, m=00000000038945e8
11:37:41.346 SIPCONN(msml-dn): HandleSipDialogEvent(CONNECTED_SEND_REQUEST) - filtered
  -- deleted: CRequest@37b69b0 RequestApplyTreatment-ORS[652]/17092
2016-06-30T11:37:41.346 --- CIFace::Request ---
11:37:41.346: $-TLIB:CTI:Unknown:0:1078

11:37:41.346: $+NET:SIP::0:0
11:37:41.346: SIPTR: Received [0,UDP] 1320 bytes from 192.168.10.193:5060 <<<<<
SIP/2.0 200 OK
Via: SIP/2.0/UDP 192.168.10.191:5060;branch=z9hG4bKCC738AA6-F503-4478-8875-CDC1774AAF40-48957
From: sip:112931028@jcci.com;tag=5921CCD5-20F6-484C-88D9-974A34F80E99-925909
To: <sip:msml-dn@192.168.10.191:5060>;tag=E54CE949-D363-47CD-7286-ED8731DCB9CE
CSeq: 12 INFO
Call-ID: B095F88A-4508-441D-BCFA-22CC08441613-924110@192.168.10.191
Content-Length: 180
Content-Type: application/vnd.radisys.msml+xml
P-AV-Message-Id: 1_1
Max-Breadth: 60
P-Charging-Vector: icid-value="AAS:2865-abe5ca801e63c5cf9562961f1d"
Alert-Info: <cid:internal@jcci.com>;avaya-cm-alert-type=internal
User-Agent: Huawei SoftX3000 V300R010 Avaya CM/R016x.03.0.124.0 AVAYA-SM-6.3.16.0.631601
Av-Global-Session-ID: 80cae5ab-5c3c-4601-a029-56f91d0f0000
P-Location: SM;origlocname="Jeddah";origsiglocname="Jeddah";origmedialocname="Jeddah";termlocname="Jeddah";termsiglocname="Jeddah";smaccounting="true"
Min-SE: 90
X-Genesys-GVP-Session-Data: callsession=90F5CCA9-9253-4BBB-C2B2-D2D5E3585F4F;1;0;;;;Resources;IVRAppDefault;
X-Genesys-GVP-Session-ID: 90F5CCA9-9253-4BBB-C2B2-D2D5E3585F4F;gvp.rm.datanodes=1;gvp.rm.tenant-id=101_IVRAppDefault


<?xml version="1.0" encoding="UTF-8"?>
<msml version="1.1">
<result response="200"/>
<dialogid>conn:E54CE949-D363-47CD-7286-ED8731DCB9CE/dialog:announcement17095</dialogid>
</msml>
11:37:41.346: SipDialog: event CONNECTED_RESOK, t=998056, s=7, r=5, m=00000000038945e8
11:37:41.346 SIPCONN(msml-dn): HandleSipDialogEvent(CONNECTED_RESOK)
11:37:41.346 SIPCONN(msml-dn): store remote content
11:37:41.346 SIPCONN(msml-dn): CtiRequest(3,33)
11:37:41.346 SIPCONN(msml-dn): CtiRequestProcessInfoResponse
11:37:41.346 SIPCONN(msml-dn): INFO transaction cleared
11:37:41.346: SIPTS: HandleMediaServiceAttached
11:37:41.346: Adding OtherTrunkName(JCCI_Trunk): done
2016-06-30T11:37:41.346  -- thisCall by party
2016-06-30T11:37:41.346 SetContext: for party 7002.28df860-3556940:1
2016-06-30T11:37:41.346 +++ CIFace::Event +++
  +++ Pre-event +++
    Type EventTreatmentApplied
    Devices: <7002/7002> <-/-> <-/->
    Calls: 16778449/007702822635c4cc/16778449.3556940/c:2/r:8 0/none
    Parties: D7002/7002.28df860-3556940:1/l:2/r:8/Queued,RtRequest,Destination
    none
    none
    Cause: Null/0, Info: 7
    Flags: divert=0 hook=0 postCall=0 active=1 moveAll=1 callType=1 hideOtherPi=0 InternalOther=0
  --- Pre-event ---
  +++ TreatmentStart +++
@11:37:41.3460 [0] 8.1.101.91 distribute_response: message EventTreatmentApplied
AttributeEventSequenceNumber 000000000001cd3b
AttributeTimeinuSecs 346000
AttributeTimeinSecs 1467275861 (11:37:41)
AttributeExtensions [52] 00 02 00 00..
'OtherTrunkName' 'JCCI_Trunk'
'BusinessCall' 1
AttributeReferenceID 17095
AttributeTreatmentType 7 (TreatmentPlayAnnouncement)
AttributeThisQueue '7002'
AttributeCollectedDigits ''
AttributeThisDNRole 2
AttributeThisDN '7002'
AttributeANI '112931028'
AttributeDNIS '7002'
AttributeUserData [1392] 00 2d 03 00..

[Tambo]

the extension is 'not monitored' so call won't route

do a view in ccpulse for your extensions and view then there. if they are white the are not monitored. generally you need to either disable then enable them or sometimes have to delete them and make new ones, you may have to do this to the Place also

[ryusuf]

Hi Tambo,

Thanks for the response.

What must be the reason for that extension to be "not monitored"? Because the same extension received calls yesterday.

Unfortunately, we are not using CCPulse, we only have Pulse for real time reporting. So could you let me know how to check it out in pulse?

Best Regards

[Tambo]

difficult to say what is the cause of it but you can see the below in the logs (could be switch related if TDM or network blip) but extension not getting registered for some reason. error code 58 look out for. try disable enable first

11:37:41.330: Unable to resolve number for DN:1002
11:37:41.330: SIPDM: failed to get registration info for 1002
11:37:41.330: SIPDM: failed to get registration info for 1002
11:37:41.330: ERROR: 10000028, GetDeviceManager().ResolveCalledDevice(call, newDestination, result), SipCallManager.cpp,2524
11:37:41.330: ERROR: 10000028, ResolveNewDestinationDevice(call, party, destination, device), SipCallManagerCallControl.cpp,4647
2016-06-30T11:37:41.330 Response (58): for CRequest@37b6160 RequestRouteCall-ORS[652]/17094
2016-06-30T11:37:41.330  -- thisCall by party
2016-06-30T11:37:41.330 Trc 36002 Request rejected: error code 58(Out of service)

[ryusuf]

Its SIP switch. If the extension is out of service or not getting resgisterd, then why would URS request to route call to that agent (with the extension 1002). It should be routed to another agent who is ready. Correct me if i am wrong.

Here the call is routed to this extension only 1002 even though other agent is ready. And once this Agent's workspace was restarted, the call started routing normally to other agents also. 

[Kubig]

It depends on your configuration - check URS for on_route_error option level.

[Tambo]

it has the stats for the agent so agent in ready, agent has skill tries to route call and DN 'out of service' so call is routed to agent but delivered to DN.

normally after this the call defaults and can go to any agent in my experience not necessarily the next agent.

once the DN is registered then calls will route normally, the agents restart was enough to do that.

check how SIP endpoint configured, can be done to go to 'not registered' when not in use which leaves it in a 'not monitored' state until agents log in.

[ryusuf]

[quote author=Kubig link=topic=9696.msg43896#msg43896 date=1467283216]
It depends on your configuration - check URS for on_route_error option level.
[/quote]
Hi Kubig,

The value for on_route_error in URS is delete interaction.

[ryusuf]

Hi Tambo,

[quote] it has the stats for the agent so agent in ready, agent has skill tries to route call and DN 'out of service' so call is routed to agent but delivered to DN. [/quote]

If i understood correctly, then u meant, the stats were there as ready, and due to this the URS picked up this agent as best target and routed the call. However after the route request, the DN went "out of service". Am i right?

But what did you mean by " so call is routed to agent but delivered to DN"?

[quote]normally after this the call defaults and can go to any agent in my experience not necessarily the next agent.[/quote]

Yes, the call should have went to next available agent. However, it did not, instead it kept playing the wait announcement to the customer.


What is to be checked in SIP endpoint configuration?

[Tambo]

yes, do you target an agent with skills or do you route the call directly to the DN regardless of the agent logged in? 

so you need to make better error handling in strategy to ignore bad DN's so the call will move on to next target.

[ryusuf]

[quote author=Tambo link=topic=9696.msg43900#msg43900 date=1467288042]
yes, do you target an agent with skills or do you route the call directly to the DN regardless of the agent logged in?  [/quote]

No not directly to DN. The target is agent group. And each agent has a default place (extension) assigned to them.

[quote]so you need to make better error handling in strategy to ignore bad DN's so the call will move on to next target.
[/quote]

The call will move on to next target if no other targets available in the Agent group. But here the target agent is getting selected and then only it comes to know the DN is bad. 

[terry]

Could you setup deyslid statserver log and check what agent/DN states for involved agents it reports to URS before and after errors? URS doesnt generally reacts on agents events from t server but from statserver only (it see everything through staserver eyes)

[cavagnaro]

URS and Pulse using same StatServer? Tried doing a reset on URS StatServer?

Enviado de meu E6633 usando Tapatalk

[Raja Sekhar]

Hi ,

There is nothing to do with URS, because It just follows the result set from stat server . In this case, If a DN is out of service, Sip server should have communicated the same to Stat server, so that the respective agent logged in that DN should not be considered by stat server.

So, try to trouble shoot the issue, from Communication gap between sip server and stat server.

URS is just a slave