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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: hieutx on June 20, 2017, 04:34:16 AM

Title: Media Servers can be not handled by Interaction Server
Post by: hieutx on June 20, 2017, 04:34:16 AM

Hello everyone,

Firstly, have a nice day  ;D
Secondly, I have deployed E-Services Solution on my individual lab. Be honest, I have been encountering so many isssues.
I Installed E-mail, Chat, SMS and WebAPI server on my solution; however, I just E-mail work correctly.
I tried to test chat service via WebAPI. So, there are errors flush in chat_log and interaction_log belows:
[chat_log]:

2017-06-20T11:10:17.732 Int 59421 InS: received event with we_refid=2 for intx=00005aCMF6QG002C, error=91: Cannot resolve queue for submit
2017-06-20T11:10:17.732 Trc 59426 interaction: initialization (submit) for intx=00005aCMF6QG002C failed (requested by uid=00D85948A0290000).
2017-06-20T11:10:17.732 Trc 59221 output (data sent) for conn_id=516:2+ : flex eventStatus (info)
refId '2'
userId ''
secureKey ''
occurAt '2017-06-20T04:10:17Z'
requestResult 'ERROR'
errorId '8214'
error 'Failed in request to Interaction Server'
2017-06-20T11:10:17.732 Trc 59247 data: closing session with sid=00D85948A0290001 and intx=00005aCMF6QG002C
2017-06-20T11:10:17.732 Int 59443 UCS: sending request {Close} for intx=00005aCMF6QG002C with cs_refid=2 (attempt 1). Parameters:
    LastPosition [int] = 0
    TenantId [int] = 1
    CreatorId [int] = 216
    Id [str] = "00005aCMF6QG002C"
    ReleasedDate [str] = "2017-06-20T04:10:17Z"
    Transcript [unicode] = ****
    MimeType [str] = "text/xml"
    VerifyCreatorId [str] = "true"

[interaction_log]:

2017-06-20T11:10:17.701 Trc 26015 Received message 'RequestSubmit' ('101') from client 'e_chat_srv' - Media server:1:1828, message attributes:
attr_user_data [list, size (unpacked)=747, user data may be hidden] =
attr_received_at [str] = "2017-06-20T04:10:17Z"
attr_is_online [int] = 1
attr_tenant_id [int] = 1
attr_queue [str] = "Chat In"
attr_prnt_itx_id [str] = ""
attr_itx_subtype [str] = "InboundNew"
attr_itx_id [str] = "00005aCMF6QG002C"
attr_itx_type [str] = "Inbound"
attr_media_type [str] = "chat"
attr_ref_id [int] = 2

2017-06-20T11:10:17.732 Trc 23102 Cannot resolve queue for submit while processing request 'RequestSubmit' from client 1:1828, reference id: 2
2017-06-20T11:10:17.732 Trc 26016 Sending message 'EventError' ('126') to client 'e_chat_srv' - Media server:1:1828, message attributes:
attr_ref_id [int] = 2
attr_error_code [int] = 91
attr_error_desc [str] = "Cannot resolve queue for submit"

I have researched on topic, But nothing changes!
http://www.sggu.com/smf/index.php/topic,7766.msg33662.html#msg33662

Thank everyone in advance!  ;D

Title: Re: Media Servers can be not handled by Interaction Server
Post by: Kubig on June 20, 2017, 04:53:02 AM

Is the  endpoint "Chat In" create and configured properly?

Title: Re: Media Servers can be not handled by Interaction Server
Post by: cavagnaro on June 20, 2017, 04:53:08 AM

Check your connections
Be sure that queue exists in the chat options endpoints
Be sure the queue exists in IRD business process
Import chat strategy samples


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Title: Re: Media Servers can be not handled by Interaction Server
Post by: hieutx on June 20, 2017, 05:30:29 AM

Hi Kubig, Cavagnaro,

Option has been set on chat server, as you can see:
------------------------------------------------------------------
[endpoints:1]
chatbot=PFS_Chatbot_ALICE
CommonRouting=CommonRouteNonVoice.NonVoice.CommonIxnQueue
default=Chat In
FacebookInboundQueue=Chat In
gms_chat=Chat Queue
GWE_Chat=BasicPodRouting.default.BasicPodQueue
psdkdefault=Email_sim1
webme=Webengagement_Chat

[esp-settings]
esp-default-nickname=system

------------------------------------------------------------------
Besides, Option on IXN set completed-queue also:

------------------------------------------------------------------
[settings]
.....
completed-queues=iWD_Completed,iWD_Canceled,iWD_Rejected
.....

And the result on ixn_server_log:
Loaded queue configuration, queue name: 'Chat send transcript email queue', tenant id: '1', state: enabled
Loaded queue configuration, queue name: 'Chat request transcript send queue', tenant id: '1', state: enabled
Loaded queue configuration, queue name: 'Chat inbound queue', tenant id: '1', state: enabled

Please help me verify parameters! Thank you!

Title: Re: Media Servers can be not handled by Interaction Server
Post by: cavagnaro on June 20, 2017, 08:54:17 AM

Ok but the queue exists?

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Title: Re: Media Servers can be not handled by Interaction Server
Post by: hieutx on June 20, 2017, 09:52:04 AM

Hi Cavagnaro,

Can you explain more detail?
Following my horizon, your mind is queue at GA>PROVISIONING>Routing/eServices>  Interaction Queues? Or something else?

Title: Re: Media Servers can be not handled by Interaction Server
Post by: Kubig on June 20, 2017, 10:30:41 AM

Yes, is the Chat In IQ there?

Title: Re: Media Servers can be not handled by Interaction Server
Post by: hieutx on June 20, 2017, 10:54:43 AM

Hi guy,

Yes, I see the Chat In at interaction queue! Any difference between the name "Chat In" and "Chat inbound queue"? I see that point 's changed from 8.1 version to 8.5?

Title: Re: Media Servers can be not handled by Interaction Server
Post by: Kubig on June 20, 2017, 12:39:37 PM

Check in IXN logs why the Chat In IQ is not loaded at all. All pointed to incorrect configuration, but without further information root-cause is not pretty clear.

Title: Re: Media Servers can be not handled by Interaction Server
Post by: hieutx on June 21, 2017, 03:39:36 AM

Thank you!
The issue was dealed with. I try to apply a business and modify interaction queue in the script as the value in option! Then I can use chat on webapi  ;D ;D ;D