Genesys CTI User Forum

Hard to tell without any logs, configuration files. Try to reproduce the issue, post ISDN traces, OCS, CPD and TServer logs indicating the phone number, hour dialed.

Hi, this are the logs from Genesys (Tserver, OCServer and CDP Server)
the information from a call is
ConnID: 00660197a9bd298d
Dial Numer: 1024339794 (where 10 is the prefix for outbound)
Port number: 1711

Thaks for your help.

[attachment deleted by admin]

Mmh, look here in CPD logs:
[size=7pt][font=Times New Roman][/font]
09:08:53.0460 ThID:  1436: making a call to '1024339794'
09:08:53.0460 ThID:  1436: license consumed, 19 in use
09:08:53.0460 ThID:  1436: seizing voice channel dxxxB6C2
09:08:53.0780 ThID:  1436: enable PVD by default
09:08:53.0780 ThID:  1436: seizing T1/E1 data channel dtiB1T12
09:08:59.3280 ThID:  2452: call connected: dxxxB6C2
09:08:59.3280 ThID:  2452: positive voice detection: dxxxB6C2

09:08:59.3430 ThID:  2452: Event 'TCommEvent' received, ThisDN '1711', OtherDN '1711', ANI '1711',ReferenceID '0', ConnectionID '0000000000000000'

09:08:59.3430 ThID:  2452: DN found: Event 'TCommEvent', ThisDN '1711', OtherDN '1711', ANI '1711',ReferenceID '0', ConnectionID '0000000000000000'

09:08:59.3430 ThID:  1436: Unsolicited 'TCommEvent' received, 'EventEstablished' expected, DN '1711', ThisDN '1711', OtherDN '1711', ANI '1711',ReferenceID '0'[/size]

So actually after 6 seconds the dialogic board seems to receive a connect message from the PSTN..

Well,
if that happens just with wrong numbers, it means the network doesn't send any SIT tone and/or CPD doesn't recognize them. But in any case, 30 minutes looks strange to me and I don't know where it comes from. For all I know, but maybe our dear Cavagnaro may help us out  ,the option I would adjust is "call_wait_original_establish_timeout", look at the message of your CPD extracted a few lines above those I already posted:

[size=8pt][font=Times New Roman]09:08:53.046 Trc 11005 CPDServerMessage: Req_MakePredictiveCall
              LAttr_SwitchDBID 101
                  SAttr_DialTo 1024339794
      LAttr_VoiceTransferDBID 203
              BAttr_Extensions
'call_wait_connected_timeout' 30
'call_wait_original_establish_timeout' 6000
'call_wait_in_queue_timeout' 20
'call_wait_agent_connected_timeout' 15
'call_timeguard_timeout' 0
'call_answer_type_recognition' 4
'call_transfer_type' 1
'call_data' (list)
                BAttr_UserData
'GSW_TZ_OFFSET' -18000
'GSW_CHAIN_ID' 215
'GSW_PHONE' '24339794'
'GSW_RECORD_HANDLE' 34828
'GSW_CALLING_LIST' 'LSIACCS'
'GSW_CAMPAIGN_NAME' 'Campaña Cobro y Tarjetas'
'GSW_APPLICATION_ID' 125
'GSW_ATTEMPTS' 0
'GSW_CALL_RESULT' 28
            IATRCFG_REQUESTID 41622

        09:08:53.0460 ThID:  1436: making a call to '1024339794'[/size][/font]

The value is 6000, that is 100 minutes.....who raised it?!  The default value is 4..I'd set it to 10. When CPDServer gets from PSTN the indication that the call is answered, it waits "call_wait_original_establish_timeout" seconds for corresponding EventEstablished from TServer. If after "call_wait_original_establish_timeout" seconds EventEstablished is not received, CPDServer should make on-hook on the port and return TransferError to OCS. Try and let us know

Fra

Hi, cavagnaro, We are use a Nortel Option 11c with symposium link, I will to catch some logs from the PBX and send you.

Thank's for your help

Hi,

It's possible to enable ISDN logging on CPD Server as well. Please check Genesys documentation (Outbound Contact 7.5 Deployment Guide) for information how to enable it (name of option's key is "isdn-trace").

I've heard already about similar issue to yours. It was related to public network - some messages were missing on ISDN channel when dialling customers using analog lines (connection between public switch and customer's phone was analog) = port remained in dialling state for several tens of minutes.

R.