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Manas

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Error /exception handling best practices for voice strategies
« on: February 23, 2009, 01:46:24 PM »
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We are using [b]selectDN/SuspendForDN/RouteCall [/b] mechanism to route call to agents.  Strategy picks up the skill string dynamically and uses this mechanism to direct a call to a agent . I am basically looking for some standard guidelines to implement good error/exception handling . We have Avaya switches. The most common error codes we face are - 56,615,600,608 ,56,58,610. Stuck call in URS / issue switch infrastructure /CTI link disconnect/ T-server failover and call getting abandoned or released when  backup gets promoted to primary /problem with agent set up etc. are most common issues we face.  We recently had a scenario where due to a stuck call URS kept on looping for that call and that finally resulted in memory increase in T-server,it getting crashed. What are the best ways to handle such scenarios and make sure strategy exit gracefully in each case.
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Offline cavagnaro

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Re: Error /exception handling best practices for voice strategies
« Reply #1 on: February 23, 2009, 02:56:21 PM »
  • Best Answer
    • The bests practices are:
    1. Try to be with last versions of the components and apply patches
    2. Review documentations as the Release Notes to see what bugs have been fixed and if applies to your scenario
    3. Configure correctly the solution with the guide of an expert
    4. Try to find the root of the problems and fix them, like network enviroment, PBX patches, etc.
    5. Don't expect that Genesys fixes all the problems
    6. Configure SCI to alarm on critical events and reduce the time of reaction

    Your routing method may have little or none impact on all the problems you mention at all. Try to get some professional help with you or separate the problems and attack each one of them separetely. Post the logs for each one if you want on a different post so more people will help you in a correct way.

    Regards
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    KBS

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    Re: Error /exception handling best practices for voice strategies
    « Reply #2 on: February 25, 2009, 03:58:49 AM »
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    • Without seeing the strategy, I can't make many recommendations. But one thing you may want to consider adding: some form of external trigger to exit the loop if the call does not get routed.
    I'm not sure if this would be a counter (0 to whatever) or a countdown (100 iterations down to 0), or even a "timer" (get number of seconds at start of routing, then recheck each iteration to based on a timeout.
    If it switches between primary and backup URS, it may be worth attaching the counter to the call, so it can be tracked across URS.

    I would also concur with cav's suggestions.
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    manas

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    Re: Error /exception handling best practices for voice strategies
    « Reply #3 on: February 25, 2009, 01:17:13 PM »
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    • We have defined maxqueuetime for each case and we try to exit the strategy if it reaches that figure. But call sits at a bsuy treatment and then gets stuck there's no way to retrieve this back and resume strategy execution. What could be a external form of triggering this ? At vector level ?


    When a CTI link gets disconnected i see error code 54 /switch not connected which is normal .But once it gets connected , i do see a lot of 610 error code /Invalid call identifier is used or a calldoes not exist  in T-server logs.What is the link here between CTI link disconnect and error 610 .610 should mean call is deleted from t-server .Why the calls got deleted ?What should we typically do when we get 610 -default route the call from strategy or use Routed[] function?
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