Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Leonxxx86 on April 20, 2018, 12:23:15 AM

Title: Genesys is not sending the Troute RP to CUCM
Post by: Leonxxx86 on April 20, 2018, 12:23:15 AM

Hi,
I have this issue when Genesys is not sending the RP as Troute to CUCM. This is more related to CUCM voice mail,
so when I ring the main menu (RP 85555) then press 1 (Troute 95555) to another strategy, URS/tserver route the caller to CUCM VM but in CUCM
instead of hitting the the VM 95555 it send the caller to VM 85555, checking CUCM logs, we can see Genesys is sending the calls to CUCM from
the RP 85555 instead of 95555. Any idea how to force/make Genesys to send the RP 85555 and then 95555 to CUCM or send from the last RP 95555? Thanks

Title: Re: Genesys is not sending the Troute RP to CUCM
Post by: cavagnaro on April 20, 2018, 02:00:23 AM

For what I understand your RP is only that 85555 and you do a TRoute to a Cisco DN, which is not even monitored by Genesys necesarilly, so the OriginationDN is 855555 and Destination is 955555. There is no way to change that, what you can do is to 955555 to be another RP and there you route to another X55555 which somehow lands on Cisco.
What I don't understand is why Cisco considers the OriginDN and not the Destination DN for what you intend to achieve


BTW I have no knowledge on Cisco  ;D

Title: Re: Genesys is not sending the Troute RP to CUCM
Post by: Leonxxx86 on April 20, 2018, 04:04:07 AM

Thanks Cav, I dont think it is to do with Cisco but Genesys is not sending the second 955555 RP to Cisco, not sure if there is a config need to be done.

Title: Re: Genesys is not sending the Troute RP to CUCM
Post by: cavagnaro on April 20, 2018, 10:41:10 AM

Can you show the TServer log?
When you do a TRoute is just that, force a call to go there.

Enviado de meu E6633 usando Tapatalk

Title: Re: Genesys is not sending the Troute RP to CUCM
Post by: Leonxxx86 on April 27, 2018, 12:20:42 AM

Thanks Cav, Sorry I can't show any tserver logs. yes, just troute and route type direct. I'm thinking there must be some config somewhere need to be enabled for the second RP to be advertised.

Title: Re: Genesys is not sending the Troute RP to CUCM
Post by: cavagnaro on April 27, 2018, 12:24:55 AM

Nope

Enviado de meu E6633 usando o Tapatalk

Title: Re: Genesys is not sending the Troute RP to CUCM
Post by: vmc on April 29, 2018, 06:45:35 AM

How are you populating the Troute target?  Is it a variable?  What type?

Also, you say option 1 goes to another strategy to TRoute.  Why?  What else does that second strategy do?

Sent from my Redmi Note 3 using Tapatalk

Title: Re: Genesys is not sending the Troute RP to CUCM
Post by: Leonxxx86 on May 02, 2018, 01:44:21 AM

Thanks vmc,
Yes, I use Variable in Troute instead of the actual RP, type is Direct. The second strategy has all the check such as business hours, public holiday, target agents...etc