Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: sergiocodas on October 01, 2020, 08:16:43 AM

Title: double callback request?
Post by: sergiocodas on October 01, 2020, 08:16:43 AM

Hi guys,
I need clarification about GMS settings or possible customization.
Sometimes, GMS application (version 8.5.114.09) seems to receives double callback requests.
The callback requests have the same parameters (also the same ORS Id) and, my opinion it's very strange and it's very annoying too.

I have installed two GMS primary applications and both are active and up.
My personal opinion, could be issue of GMS that executes the callback request two times
Every GMS parameter seems defined for different scope so I can't have hints or ideas to resolve this issue.

Could be ORS responsible for this issue?

I appreciate you for possible solutions.
Best regards
     

Title: Re: double callback request?
Post by: Kubig on October 01, 2020, 08:35:32 AM

Is there any load balancer in front of GSM cluster? If yes I suppose the issue might be there

Title: Re: double callback request?
Post by: sergiocodas on October 14, 2020, 01:08:09 PM

Hi Kubig,
At the moment it's difficult for me check if load balancer is between GMS and web portal.

I tried with one GMS but I have the same issue.
Thank you for the advice.

In addition, I set parameter _enable_in_queue_checking = "strict"  but the second requests aren't blocked.
I suspect there is a mismatch o misconfiguration of GSM but I can't find it  :-( 

The parameter _enable_in_queue_checking is inside GMS administration web GUI under the "service/queue management" callback section
May be, this setting seems activated by another rule or together with other parameters.

My experience with callback is not too strong and I haven't deployed the GSM.

Best regards



 

Title: Re: double callback request?
Post by: cavagnaro on October 14, 2020, 01:46:11 PM

Are you able to reproduce the issue?
I had found that sometimes users do a double request.
Maybe add some key to add the invocation time

Enviado de meu SM-N9600 usando o Tapatalk

Title: Re: double callback request?
Post by: sergiocodas on October 16, 2020, 04:52:17 PM

Yes, I can do.
Also in test environment I experienced the issue (with single GMS server) but I can't change the "web portal" settings and the http requests.
If at all, I can modify GMS parameters.

If you have found that users sometimes do double request...
How you have fixed the number of unsuccessful calls calculated in historical reporting?
Because the number of unsuccessfully calls are due to double requests.

The configuration of Infomart reporting seems ok and every setting is closed to the deployment guide.

Thank you

Title: Re: double callback request?
Post by: juan.arango on December 03, 2020, 07:13:51 PM

Hi

I think I know what the problem is, when you make a Callback through the _agent_reserve_timeout parameter the GMS tells URS to reserve the agent a certain amount of time (30 seconds by default) but this time is not usually enough to make the call that the client answer it and pass it to the agent, when the time configured in the option ends the agent is free to attend a new one and is selected again, while the second customer is called, the first call reaches the agent and after that the second one enters.

the problem is solved simply by increasing the time of the _agent_reserve_timeout option in the GMS Callback application

I hope this information is useful.