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I have the same issue,
CONTACT_ATTEMPT_FACT sometimes populated sometimes not, however records exists in ICON database and interact_fact and interaction_resource_fact
I can't see anything in infomart logs.
Any idea why this happens?
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Genesys CTI Technical Discussion / Re: How to create a lab
« Last post by Kubig on September 21, 2021, 07:42:07 PM »
You can gather useful information from public available doc (docs.genesys.com). However, you need to be a Genesys partner/client to allows you to download software, get a license, etc. Also, I would strongly recommend you to go through Genesys training.
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Genesys CTI Technical Discussion / How to create a lab
« Last post by espancagenesys on September 21, 2021, 06:42:07 PM »
Hello..
I work with genesy for almost 2 years, but only analising logs, solving problems, etc...

I would like to create an enviroment to test and learn more about the applications and how everything works and need some help with it.

Heres the list of what I found to start:
---
Installation Order and Configurations Objects
1.      OS, IIS, Tomcat, DBMS (MSSQL, Oracle)
2.      Configuration Server
3.      Genesys Administrator
4.      Configurations Objects (resources):
a.      Host
b.      Templates
c.       Applications
d.      logs
5.      Local Control Agent (LCA)
6.      Solution Control Server (SCS)
7.      Message Server (parei aqui)
8.      Sip Server
9.      Configurations Objects (telephony):
a.      Switching Office
b.      Switch
c.       Extensions
d.      Routing Points (RPs)
e.      Queues
f.        Trunks
g.      Agent Logins
h.      Places
i.        Skils
j.        Agents
k.       Agent Groups
l.        Place Groups
10.  Stat Server
a.      Statistics settings
b.      Filters
11.  CCPulse+
12.  Universal Routing Server (URS)
13.  Interaction Routing Designer (IRD)
a.      Design strategies
b.      Load strategies in RPs
14.  Workspace Desktop Edition (WDE)
15.  Configure Case Data, and other WDE options
16.  Troubleshootings tools
a.      Logs settings
b.      Wireshak
c.       BNG
d.      Kazimir
---

But dont know exaclty where to found these applications, also I dont know exactly the versions of the redhat and windows server (bet 2012) to use.
Also dont know much about linux, so I need help with it too: the commands, for example.


Thx in advance.

BEst regards
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Genesys CTI Technical Discussion / How to change my password sggu.com ??
« Last post by Sergmya on September 21, 2021, 06:21:34 PM »
How do I change my password? 
 Can I create a new username and password?
 Please tell me. 
Thank you. 
 
Как поменять пароль? 
 Может мне создать новый логин и пароль?
 Прошу подсказать. 
Спасибо.
5
When recdest / recdest2 are both configured, they must be both sip / sips, OR both one of the other possible destinations. Additional notes related to sip / sips destination: When recdest is set to RM (SIP AOR), MCP will use this in the Request-URI address part of the recording server request.
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Genesys CTI Technical Discussion / Re: TRoute call transfer error URS
« Last post by cavagnaro on September 18, 2021, 07:00:39 AM »
I guess you don't have any trunk that can handle such dialing numbering plan.
How does your agents dial outside? You must mimic that numbering format
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Genesys CTI Technical Discussion / Re: TRoute call transfer error URS
« Last post by efrainclg95 on September 18, 2021, 04:49:13 AM »

Hello Rene, thanking your answer, I had to do another test since the previous one did not save log, the new data is:

- connid: 00C0031F0F3BA977
- DNIS '69999704682'[/li][/list]


I can't understand this log well but I found this line:
15: 10: 54.612: duplicate check for routing failure

Here I show the complete log fragment


15: 10: 54.612 Trc 36002 Request rejected: error code 71 (Invalid Called Dn)
@ 15: 10: 54.6120
  • 8.1.102.50 send_to_client: message EventError

(Invalid Called Dn)
AttributeEventSequenceNumber 000000000c19bf70
AttributeCustomerID 'Environment'
AttributeTimeinuSecs 612000
AttributeTimeinSecs 1631902254 (15:10:54)
AttributeExtensions [55] 00 02 00 00 ..
'CUSTOMER_ID' 'Environment'
'SWITCH' 'SipServerMMontt'
AttributeErrorCode 71
AttributeErrorMessage 'Invalid Called Dn'
AttributeReferenceID 90575
AttributeReason [14] 00 01 01 00 ..
'RTR' 233
AttributeRouteType 0 (RouteTypeUnknown)
AttributeDNIS '69999704682'
AttributeOtherDN '69999704682'
AttributeConnID 00c0031f0f3ba972
AttributeThisDN '2357'
AttributeClientID 332427
15: 10: 54.612 Int 04545 Interaction message "EventError" sent to 14264 ("urserver")
15: 10: 54.612 Trc 04542 EventError sent to [14264] (0005128b urserver 10.183.17.208:54738)
  --- Error ---
  +++ Post-event +++
    Type EventError
    Devices: <2357/2357> <- / -> <- / ->
    Calls: 19156498 / 00c0031f0f3ba972 / 19156498.3448ff80 / c: 2 / r: 1 0 / none
    Parties: D2357 / 2357.2c7fb9a0-3448ff80: 1 / l: 2 / r: 1 / Queued, RtRequest, Destination
    none
    none
    Cause: Busy / 3, Info: 71
    Flags: divert = 0 hook = 0 postCall = 0 active = 1 moveAll = 1 callType = 1 hideOtherPi = 0 InternalOther = 0
  --- Post-event ---
15: 10: 54.612 --- CIFace :: Event ---
15: 10: 54.612 - thisCall by party
15: 10: 54.612: $ -SIP: CTI: PARTY_STATE_CHANGED: 272657363: 449

15: 10: 54.612: $ + SIP: CTI: PARTY_STATE_CHANGED: 272657364: 93
15: 10: 54.612 - setting cntrlDN = 69999704682 (for 2 parties)
15: 10: 54.612 - setting cntrlDN = 69999704682 (for 2 parties)
15: 10: 54.612 - setting cntrlDN = 69999704682 (for 2 parties)
15: 10: 54.612: SIPTS: external party released
15: 10: 54.612: duplicate check for routing failure
15: 10: 54.612 ClearContext: party 69999704682.2c7fc090-3448ff80: 1
15: 10: 54.612 +++ CIFace :: Event +++
  +++ Pre-event +++
    Type EventReleased
    Devices: <- / 69999704682> <56024410/56024410> <- / ->
    Calls: 19156498 / 00c0031f0f3ba972 / 19156498.3448ff80 / c: 2 / r: 1 0 / none
    Parties: X69999704682 / 69999704682.2c7fc090-3448ff80: 1 / l: 2 / r: 0 / Null, Destination
    D56024410 / 56024410.2c7fc780-3448ff80: 1 / l: 1 / r: 0 / Dialing, Active, Origination
    none
    Flags: divert = 0 hook = 0 postCall = 0 active = 1 moveAll = 1 callType = 1 hideOtherPi = 0 InternalOther = 1
  --- Pre-event ---
  +++ Released +++
     - XAction: start 69999704682.2c7fc090-3448ff80: 1
    SetReleased: party 69999704682.2c7fc090-3448ff80: 1, cause Null
     - not connected
     - XAction: commit 69999704682.2c7fc090-3448ff80: 1
  --- Released ---
  +++ Post-event +++
    Type EventReleased
    Devices: <- / 69999704682> <56024410/56024410> <- / ->
    Calls: 19156498 / 00c0031f0f3ba972 / 19156498.3448ff80 / c: 2 / r: 1 0 / none
    Parties: X69999704682 / 69999704682.2c7fc090-3448ff80: 1 / l: 2 / r: 0 / Released, Destination
    D56024410 / 56024410.2c7fc780-3448ff80: 1 / l: 1 / r: 0 / Dialing, Active, Origination
    none
    Flags: divert = 0 hook = 0 postCall = 0 active = 1 moveAll = 1 callType = 1 hideOtherPi = 0 InternalOther = 1
  --- Post-event ---
15: 10: 54.612 --- CIFace :: Event ---
15: 10: 54.612 - deleted aTmParty 2c7fc090
15: 10: 54.612 - RemoveParty 69999704682.2c7fc090-3448ff80: 1
15: 10: 54.612 - deleted party_info_tspp 2e4c36d0
15: 10: 54.612: $ -SIP: CTI: PARTY_STATE_CHANGED: 272657364: 262

15: 10: 54.612 Trc 04541 RequestUpdateUserData received from [14264] (0005128b urserver 10.183.17.208:54738)
message RequestUpdateUserData
AttributeThisDN '2357'
AttributeConnID 00c0031f0f3ba972
AttributeUserData [22] 00 01 01 00 ..
'PegRejected' 1
AttributeReferenceID 90576
15: 10: 54.612 Int 04543 Interaction message "RequestUpdateUserData" received from 14264 ("urserver")
@ 15: 10: 54.6120 Call [00c0031f0f3ba972]: urid 000500c0
@ 15: 10: 54.6120 [BSYNC] Trace: Send to backup (Sip_Server_ha) [4548]:
message RequestSetCallInfo
AttributeUpdateRevision 327872



I look forward to your kind opinion, thank you very much
8
Genesys CTI Technical Discussion / Re: TRoute call transfer error URS
« Last post by Ren on September 18, 2021, 01:27:38 AM »
Hi,

SIP Server returns 'Invalid Called Dn' error to your TRoute request. Please check SIP Server logs to see why 'it doesn't like it' ;)

AttributeTimeinSecs   1631892331 (12:25:31)
   AttributeTimeinuSecs   824000
   AttributeCustomerID   'Environment'
   AttributeEventSequenceNumber   000000000c16a378
12:25:31.801_T_E_ [14:0c] EventError is received for ts Sip_Server[SipServerMMontt] - Invalid Called Dn
12:25:31.801_A_E_00c0031f0f3ba021 [14:32] <-----------ERROR
12:25:31.801 Std 21003 interaction 00c0031f0f3ba021 routing error 0071 Invalid Called Dn
    _T_W_00c0031f0f3ba021 [0E:0f] emergency: go to error handling on this error
12:25:31.801_I_I_00c0031f0f3ba021 [09:05] >>>>>>>>>>>>resume interp(0), func:TRoute
    _I_E_00c0031f0f3ba021 [09:05] error in strategy: 0013 Remote error (TRoute)
request to 65200(Sip_Server/Sip_Server_ha) message RequestUpdateUserData
   AttributeReferenceID   87395
   AttributeUserData   [22] 00 01 01 00..
      'PegRejected'   1
   AttributeConnID   00c0031f0f3ba021
   AttributeThisDN   '2357'

R.
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Genesys CTI Technical Discussion / TRoute call transfer error URS
« Last post by efrainclg95 on September 18, 2021, 12:55:52 AM »
Dear expert friends, I hope you are well, once again I turn to your experience and knowledge advancing in a case:
It turns out that I have a strategy in which a variable ('nroDiscar') stores a transfer number ('69999704682'):

   AttributeUserData   [116] 00 03 00 00..
      'nroDiscar'   '69999704682'
      'tipoCliente'   'VQ_OUT_GRANDES_CUENTAS_LLAMADO'
      'RPVQID'   'H7SESQRLH56TL33F9CBK7VVH8C000TB6'

But when transferring through TRoute, the call does not progress, I don't know what I'm doing wrong, or there is something that I can't see, the TRoute sentence configured in IRD is:
TRoute[nro_discar,,RoutetypeUnknown,nro_discar]

and I show below a fragment of the URS log:

AttributeTimeinSecs   1631892331 (12:25:31)
   AttributeTimeinuSecs   824000
   AttributeCustomerID   'Environment'
   AttributeEventSequenceNumber   000000000c16a378
12:25:31.801_T_E_ [14:0c] EventError is received for ts Sip_Server[SipServerMMontt] - Invalid Called Dn
12:25:31.801_A_E_00c0031f0f3ba021 [14:32] <-----------ERROR
12:25:31.801 Std 21003 interaction 00c0031f0f3ba021 routing error 0071 Invalid Called Dn
    _T_W_00c0031f0f3ba021 [0E:0f] emergency: go to error handling on this error
12:25:31.801_I_I_00c0031f0f3ba021 [09:05] >>>>>>>>>>>>resume interp(0), func:TRoute
    _I_E_00c0031f0f3ba021 [09:05] error in strategy: 0013 Remote error (TRoute)
request to 65200(Sip_Server/Sip_Server_ha) message RequestUpdateUserData
   AttributeReferenceID   87395
   AttributeUserData   [22] 00 01 01 00..
      'PegRejected'   1
   AttributeConnID   00c0031f0f3ba021
   AttributeThisDN   '2357'

I look forward to your kind contribution, thank you very much.


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Genesys CTI Technical Discussion / Re: Enabling SRTP on SIP Server
« Last post by sbond00q on September 17, 2021, 11:13:34 PM »
Thanks for the reply. So If SRTP must be configured on all endpoints where RTP traffic is sent, does that include the SIP endpoint that is used WDE? And if the embedded version is used is the configuration within WDE enough?

Thanks in advance for your patience and assistance.

Steve
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