Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: d.ruti on February 12, 2018, 05:15:10 PM
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Hello everybody,
In customer live enviroment when an agent ,by WDE, tries to transfer the call via conference entering the number manually , it comes the following error message:
"Invalid call state - Media error 496".
Have you ever encontered a similar issue?
Thanks.
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can you paste some of the logs please? could be the conferenced DN is busy or something
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Below SIP Server log files reporting the Event Error :
16:24:18.329: ERROR: 10000002, FindClientByTransaction(*message,result), GSIPTransportImplementation.cpp,877
16:24:18.329: $+NET:SIP::0:0
16:24:18.329: SIPTR: Received [0,UDP] 804 bytes from 10.149.20.167:37934 <<<<<
NOTIFY sip:00234884613@172.30.9.133:5060 SIP/2.0
Via: SIP/2.0/UDP 10.149.20.167:37934;branch=z9hG4bK-d8754z-6258d86fb5ea313a-1---d8754z-;rport
Max-Forwards: 70
Contact: <sip:45095@10.149.20.167:37934;rinstance=a6548020df309ca0;transport=udp>
To: <sip:00234884613@172.30.9.133:5060>;tag=A8EE3E62-054F-4CDE-BEAE-7CCF9B57CCB7-6403415
From: <sip:45095@172.30.9.133:5060>;tag=fd2638cc
Call-ID: 2CEB6D4F-76E4-437A-9931-D7C6BC614CA3-4572630@172.30.9.133
CSeq: 3 NOTIFY
Content-Type: message/sipfrag
User-Agent: Genesyslab.Sip.Endpoint 8.1.100.5 F-PD-WXP32-VM13.us.int.genesyslab.com-112012-214352 Genesyslab.Sip.Endpoint.Provider.CP 8.1.100.5 F-PD-WXP32-VM13.us.int.genesyslab.com-112012-214352
Subscription-State: terminated;reason=noResource
Event: refer
Content-Length: 18
SIP/2.0 200 OK
16:24:18.329: Sending [0,UDP] 412 bytes to 10.149.20.167:37934 >>>>>
SIP/2.0 481 Call Leg/Transaction Does Not Exist
Via: SIP/2.0/UDP 10.149.20.167:37934;branch=z9hG4bK-d8754z-6258d86fb5ea313a-1---d8754z-;rport;received=10.149.20.167
To: <sip:00234884613@172.30.9.133:5060>;tag=A8EE3E62-054F-4CDE-BEAE-7CCF9B57CCB7-6403415
From: <sip:45095@172.30.9.133:5060>;tag=fd2638cc
Call-ID: 2CEB6D4F-76E4-437A-9931-D7C6BC614CA3-4572630@172.30.9.133
CSeq: 3 NOTIFY
Content-Length: 0
16:24:18.329: $-NET:SIP::0:370
16:24:18.329: $+NET:SIP::0:0
16:24:18.329: SIPTR: Received [0,UDP] 661 bytes from 10.149.20.167:37934 <<<<<
ACK sip:172.30.9.133:5060 SIP/2.0
Via: SIP/2.0/UDP 10.149.20.167:37934;branch=z9hG4bK-d8754z-fbfab91415f3e89c-1---d8754z-;rport
Max-Forwards: 70
Contact: <sip:45095@10.149.20.167:37934>
To: <sip:00234884613@172.30.9.133:5060;genesysid=39L18NEUEL40D0UUPI1V7PQL6004MIRM>;tag=A8EE3E62-054F-4CDE-BEAE-7CCF9B57CCB7-6403416
From: <sip:45095@172.30.9.133:5060>;tag=3c1ac7e5
Call-ID: ZTgzNGRiZDE2NjU2YTliNzc3NDllOTFmMGM2Nzk2NGI.
CSeq: 1 ACK
User-Agent: Genesyslab.Sip.Endpoint 8.1.100.5 F-PD-WXP32-VM13.us.int.genesyslab.com-112012-214352 Genesyslab.Sip.Endpoint.Provider.CP 8.1.100.5 F-PD-WXP32-VM13.us.int.genesyslab.com-112012-214352
Content-Length: 0
@16:24:18.3290 [BSYNC] Trace: Send to backup (M_SIPServerAgenti_bck) [796]:
message EventUserEvent
attr_#1005 0
attr_#1004 329
attr_#1003 1518189858
attr_#1002 160810593
attr_#1001 1
attr_#1000 131072
attr_#15999 1
attr_#16704 1
attr_#16000 1
attr_#16500 [561] 31 3d 33 0d..
AttributeUserEvent [16099]
@16:24:18.3290 [BSYNC] Trace: Sent
16:24:18.329: HA:MESSAGE:TYPE[sipStackSync]: SYNCED
16:24:18.329: SipDialog: event CONNECTED_ACK, t=151361165, s=7, r=5, m=000000001af0f848
16:24:18.329 SIPCONN(45095): HandleSipDialogEvent(CONNECTED_ACK)
16:24:18.329 SIPCONN(45095): new transaction
16:24:18.329 SIPCONN(45095): store remote content
16:24:18.329 SIPCONN(45095): skip SDP pocessing [0/SDP_STATE_NULL]
16:24:18.329 SIPCONN(45095): Connect(4,26)
16:24:18.329 SIPCONN(45095): TRCLR(0)
16:24:18.329 SIPCONN(45095): NotifyOnComplete
16:24:18.329 SIPCONN(00234884613): Connect complete, other device '45095',(000000001af1e190,000000001af0f790)
16:24:18.329 SIPCONN(45095): Connect complete, other device '00234884613',(000000001af0f790,000000001af1e190)
16:24:18.329: SIPTR(29468963): complete
16:24:18.329: SIPTR(29468851): Step 5 - SipTransactionConnectCompleteAnswer(29468963) complete
16:24:18.329: SIPTR(29468851): complete
16:24:18.329: SIPCM: transaction SipScenario(29468851) complete
16:24:18.329: PI: 00 S[IN]D[45095]C[*D[45095]]P[00234884613]
16:24:18.329: PI: 00 S[AN]D[00234884613]C[*D[00234884613]]P[45095]
16:24:18.329: CALLSTATE(a:2,d:0,i:0,e:1,r:0,o:0)
16:24:18.329: -----------------------------------------------------------
16:24:18.329: C[4658112]:CF[D[[0]]:SC[29468851]
16:24:18.329: P[16188195]:D[45095[54811830]]:LID[0]:D2[00234884613[54811831]]:
16:24:18.329 SIPCONN(45095): endPoint :CON[15572662]:PEER[15572663]:D[45095[54811830]]:DLG[16315090 STATE[7]]:D2[00234884613[54811831]:TD[0[IM[no]]]:LCRC
16:24:18.329: P[16188196]:D[00234884613[54811831]]:LID[0]:D2[45095[54811830]]:
16:24:18.329 SIPCONN(00234884613): endPoint :CON[15572663]:PEER[15572662]:D[00234884613[54811831]]:DLG[16315091 STATE[2]]:D2[45095[54811830]:TD[151361167[IM[yes]]]:LCRC
16:24:18.329: HA: BEGIN SYNC: CALL[4658112] SYNCTYPE[1]: SECOND CALL[0] SYNCTYPE[-1]
@16:24:18.3290 [BSYNC] Trace: Send to backup (M_SIPServerAgenti_bck) [796]:
message EventUserEvent
attr_#1005 0
attr_#1004 329
attr_#1003 1518189858
attr_#1002 160810594
attr_#1001 1
attr_#1000 131072
attr_#15999 1
attr_#16704 1
attr_#16000 1
attr_#16500 [3476] 31 3d 33 0d..
AttributeUserEvent [16099]
@16:24:18.3290 [BSYNC] Trace: Sent
16:24:18.329: HA:MESSAGE:TYPE[sipStackSync]: SYNCED
16:24:18.329: HA: END SYNC: CALL[4658112] SYNCTYPE[1]: SECOND CALL[0] SYNCTYPE[-1]
@16:24:18.3290 [BSYNC] Trace: Send to backup (M_SIPServerAgenti_bck) [796]:
message EventUserEvent
attr_#1005 0
attr_#1004 329
attr_#1003 1518189858
attr_#1002 160810595
attr_#1001 1
attr_#1000 131072
attr_#15999 1
attr_#16704 1
attr_#16000 1
attr_#16102 [1962] 32 3a 31 7c..
attr_#16101 [2263] 32 3a 31 7c..
attr_#16100 [182] 31 3a 31 7c..
AttributeUserEvent [16001]
@16:24:18.3290 [BSYNC] Trace: Sent
16:24:18.329: HA:MESSAGE:TYPE[callSync:]: SYNCED
16:24:18.329 -- thisCall by party
16:24:18.329: call1 4658112 idle
16:24:18.329: call 4657998 idle
16:24:18.329 -- thisCall by party
16:24:18.329 -- validate
16:24:18.329 -- state check: ok
16:24:18.329: ResolveCallInfo: set flag DIAL_PLAN_PROCESSING
16:24:18.329: ResolveCallInfo: set flag DIAL_PLAN_PROCESSING
16:24:18.329: cannot merge calls, alerting party in the active call
16:24:18.329: ERROR: 1000001f, res, SipCallManagerCallControl.cpp,1702
16:24:18.329 Response (496): for CRequest@12f36ad0 RequestCompleteTransfer-WDE_Milano_agnesini[1408]/140
16:24:18.329 -- thisCall by party
16:24:18.329 Trc 36002 Request rejected: error code 496(Call in invalid state)
@16:24:18.3290 [0] 8.1.101.47 send_to_client: message EventError
(Call in invalid state)
AttributeEventSequenceNumber 0000000014d03db8
AttributeTimeinuSecs 329000
AttributeTimeinSecs 1518189858 (16:24:18)
AttributeErrorCode 496
AttributeErrorMessage 'Call in invalid state'
AttributeConnID 025702b2b669c0a2
AttributeTransferConnID 025702b2b669c114
AttributeThisDN '45095'
AttributeReferenceID 140
AttributeClientID 49828
16:24:18.329 Int 04545 Interaction message "EventError" sent to 1408 ("WDE_Milano_agnesini")
16:24:18.329 Trc 04542 EventError sent to [1408] (0000c2a4 WDE_Milano_agnesini 10.149.20.167:51586)
16:24:18.329 FinishRequest: second time for CRequest@12f36ad0 RequestCompleteTransfer-WDE_Milano_agnesini[1408]/140
16:24:18.329 -- deleted: CRequest@12f36ad0 RequestCompleteTransfer-WDE_Milano_agnesini[1408]/140
16:24:18.329: $-NET:SIP::0:2615
Thank you!!!
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what does your environment look like? it would appear that the DN cannot be dialled directly so the call needs to be delivered to the Agent instead via quick transfers to skill etc
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is he dialing a regular SIP monitored RP directly or an external # - in case if your trunk are prefix based then you will need a trunk configured for this number(i.e, at least the initial digits) to get the call going. This is usually when SIP doesn't know where to move the call.
Thanks,