Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: livinginnj on April 07, 2017, 06:19:45 AM

Title: CTI data not passing from SIP to URS
Post by: livinginnj on April 07, 2017, 06:19:45 AM

Hi , i am having below scenario.

I call into IVR and do a transfer from SIP to Avaya. Agent receiving the call with CTI information
Agent do 1 step transfer to XXXX and call reaches GVP with attach data.
I do transfer from IVR to avaya , the CTI is missing.

When i looked into logs , the attach data is coming in SIP (both the call legs ). CTI data is not coming in URS for second call leg. Any thoughts? Any configuration needed?

Title: Re: CTI data not passing from SIP to URS
Post by: Kubig on April 07, 2017, 07:36:09 AM

userdata-map-filter?

Title: Re: CTI data not passing from SIP to URS
Post by: cavagnaro on April 07, 2017, 01:49:08 PM

ISCC?
Correct ISCC method??

Trunk has all correct configuration? ^ (Kubig)

Title: Re: CTI data not passing from SIP to URS
Post by: livinginnj on April 07, 2017, 04:10:15 PM

Kubig ,

Thanks for responding. In which Configuration? SIP? URS?

Cavagnaro,

ISCC is working and trunk is all having correct configurations

Title: Re: CTI data not passing from SIP to URS
Post by: cavagnaro on April 07, 2017, 04:57:59 PM

Well then post logs, you can't expect a full answer with just a description

Title: Re: CTI data not passing from SIP to URS
Post by: livinginnj on April 07, 2017, 05:58:00 PM

Cavagnaro ,

Thanks for your response. In SIP logs you will see all the CTI both the call legs. In URS only it is not coming. If i send the URS , i dont think it wil be useful. Trying to explain logs will be not helpful as this is more a question..

Title: Re: CTI data not passing from SIP to URS
Post by: cavagnaro on April 07, 2017, 08:28:48 PM

Nope, a question is about an specific option.
We have no clue on what your config is, you say it is OK but doesn't work...so...
With TServer and URS you can see ISCC transactions and objects being called and used.
You expect someone to come up and say "Click button #3" or "change parameter named magic-as-always=on"? Doesn't work that way...
Logs will reveal where ISCC data (yes, ISCC) is being lost and why

Title: Re: CTI data not passing from SIP to URS
Post by: livinginnj on April 11, 2017, 12:03:47 AM

Hi ,

Thanks! Please see the below link for logs and let me know

SIP - AttributeConnID 006c029d2d6c9337

https://www.dropbox.com/s/3vhz2sfqptl2psu/logs.zip?dl=0

Title: Re: CTI data not passing from SIP to URS
Post by: livinginnj on April 12, 2017, 03:38:12 AM

Cavangaro ,

I think in second call leg CTI is not coming.. Is my understandin correct? or if i am missing something let me know

Title: Re: CTI data not passing from SIP to URS
Post by: cavagnaro on April 12, 2017, 01:29:31 PM

Call ends up going to Avaya number 81749901, however I can't see anything on this DN on Avaya TServer logs. So, is this DN monitored by Genesys? If not, there is no wat ISCC works, Seems a simple transfer call as no ISCC is invoqued for it

Title: Re: CTI data not passing from SIP to URS
Post by: livinginnj on April 12, 2017, 07:04:49 PM

Thanks for your response , 81749901 is TG - Genesys SIP

Title: Re: CTI data not passing from SIP to URS
Post by: cavagnaro on April 12, 2017, 09:52:52 PM

Say again? Trunk Group? How so?
Doesn't seem so. Compare first transfer made vs second one to Avaya

Title: Re: CTI data not passing from SIP to URS
Post by: livinginnj on April 12, 2017, 11:00:08 PM

When the call is released from TServer it goes to GVP (Second Call Leg) , so inorder to route to IVR , we use TG 81749901. When you look after that there will be transfer to 1270001 again..

Title: Re: CTI data not passing from SIP to URS
Post by: Kubig on April 13, 2017, 08:10:37 AM

The call (according to the logs) was not routed to the 1270001, but to the 1270002 where the call was just queued. Check your multisite/ISCC configuration to ensure all is configured properly.