Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Atechie on January 05, 2017, 08:54:41 PM

Title: What happens to a typical CTI call if T server is down or not configured
Post by: Atechie on January 05, 2017, 08:54:41 PM

Hi guys

Just a general query, what will happen if the Tserver is down or is not configured properly. What are the possible errors we can get and is it anyways possible to route a call without Tserver.

Title: Re: What happens to a typical CTI call if T server is down or not configured
Post by: Adam G on January 05, 2017, 10:05:08 PM

That depends on your sub-system.  If you have PBX/ACD, you should be able to configure some level of generic, vector routing.  The majority of deployments use a TServer as an "overlay" on such systems - problems arise when TServer isn't monitoring and vector routing "kicks in" with Rules like "...if call is stuck on DN for more than 300 seconds, default Route to..." - gets a bit sticky, then and lots of testing required in Production.

If it's SIP, then you should be able to configure a level of default routing based on the IN Points.  If you route calls through a common Route Point (or External Route Point), you may configure SIP to monitor that (DN) and invoke some default routing patterns if calls appear stuck on it.

A good rule of thumb is to create a single Route Point and pass all your Inbound calls through it at some point (preferably as the "first port of call" so to speak) - at the same time, configure the same (DN) on your sub-system to monitor for "stuck calls", invoking some default routing rules based on call/attached data available to the sub-system.

Is that what you meant?