Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Tony on January 01, 1970, 12:00:00 AM

Title: Calls getting stuck on VTO ports Symposium TSrvr
Post by: Tony on January 01, 1970, 12:00:00 AM: Does anyone experience problems with calls getting stuck on VTO ports. We find a number of calls stuck on these ports on a daily basis and can't figure out what the problem is that causes this to happen.

Anyone have this issue??
Title: Calls getting stuck on VTO ports Symposium TSrvr
Post by: Louisa on January 01, 1970, 12:00:00 AM: I suffer with the same problem. Sometimes the ports can be freed by calling the port direct but sometimes the port is engaged and a restart of the VTO service is required.

If you get any feedback on cause / fix then please let me know.

Also, I have to keep an eye on CCPulse to see when the ports are blocked is there another way of monitoring / alerting.
Title: Calls getting stuck on VTO ports Symposium TSrvr
Post by: dbm on January 01, 1970, 12:00:00 AM: We used to get this a lot. It seemed to happen if people hung up whilst in VTO or transferring out. We have also found it a lot better since we upgraded to 6.5 VTO. THe only timew we ever lose ports now is if the we have a Switch reload as the calls get dropped but the Statserver doesn't see the released. In that case ususally calling the port clears the fault.
Title: Calls getting stuck on VTO ports Symposium TSrvr
Post by: Tony on January 01, 1970, 12:00:00 AM: You can release the stuck call by using a tool called "event tracker" that can release the connID attached to the stuck call. You shouldn't have to restart the VTO Server.
Title: Calls getting stuck on VTO ports Symposium TSrvr
Post by: dbm on January 01, 1970, 12:00:00 AM: Where do you get event tracker from
Title: Calls getting stuck on VTO ports Symposium TSrvr
Post by: Tony on January 01, 1970, 12:00:00 AM: It is a tool that was passed down the line. Provide me an email address and I can send it to you.
Title: Calls getting stuck on VTO ports Symposium TSrvr
Post by: Chris on January 01, 1970, 12:00:00 AM: We had this problem a long time ago. It seems to me that we didn't seem to get anywhere with Genesys Tech Support and eventually another user gave us a solution that worked. It seemed incredibly simple to us, but it did put an end to the problem. We changed the value of "Max Repetitions" in all of our VTO scripts to "1." You might be having a different root cause, but that worked for us, surprisingly enough.
Title: Calls getting stuck on VTO ports Symposium TSrvr
Post by: Vic on January 01, 1970, 12:00:00 AM: Interesting!
But I don't fully see how it fixes the problem... :(
Title: Calls getting stuck on VTO ports Symposium TSrvr
Post by: jgalvin on January 01, 1970, 12:00:00 AM: Can you send me this tool. Thank you.
Title: Calls getting stuck on VTO ports Symposium TSrvr
Post by: Chris on January 01, 1970, 12:00:00 AM: I didn't, either. The way it was explained to me, though, was that if you left Max Repetitions blank (default), then VTO would (or could) continue to play a treatment on a port over and over and over, even though the actual call has already moved on. Setting the Max Repetitions limits VTO to playing the treatment only one time. Like I said, it sounded a bit odd to me, too, but it did fix our particular problem.
Title: Calls getting stuck on VTO ports Symposium TSrvr
Post by: Steve Perkins on January 01, 1970, 12:00:00 AM: We had the same problem 2 years ago on 6.1 and when we upgraded to 6.5 it has never happened again.
Title: Calls getting stuck on VTO ports Symposium TSrvr
Post by: Dana Lee on January 01, 1970, 12:00:00 AM: I would like a copy of the tool also.

Thanks Dana Lee