Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: bilge on May 28, 2018, 06:07:07 AM

Title: Cannot route to agent on reinvite using WebRTC
Post by: bilge on May 28, 2018, 06:07:07 AM

Hello all,

We are trying to call routing point from web browser. In the strategy, there is only a target block targeted to a single agent. If the agent is ready, the call is connected. If she is not ready, and then becomes ready, call cannot be connected. Agent is registered to an extension through web browser, and she is logged in to WDE.  Is there any option for this?

Thank you,
Best Regards.

Title: Re: Cannot route to agent on reinvite using WebRTC
Post by: cavagnaro on May 28, 2018, 11:45:50 AM

Well what does SIP Server and URS logs show?
Which busy treatment are you applying?

Enviado de meu E6633 usando o Tapatalk

Title: Re: Cannot route to agent on reinvite using WebRTC
Post by: bilge on May 29, 2018, 06:50:54 AM

In the SIP logs, first RequestRouteCall received from URS in order to route the call to agent (who becomes ready after not ready state). Then SIP Server sends INVITE message to WebRTC Server and gets back Trying and Ringing messages from WebRTC. EventRouteUsed and EventDiverted are distributed by SIPServer and then WebRTC turns OK to INVITE message.  SIP Server sends INVITE message to WebRTC two more times and WebRTC turns OK, then SIPServer sends ACK to WebRTC and EventEstablished event is distributed. After 13 seconds, WebRTC sends BYE message to SIPServer and the call disconnects.