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

Title: Softphone disconnects from Tserver
Post by: Vivek on January 01, 1970, 12:00:00 AM

please help In our call center sometimes agent get disconnected from Tserver without any reason, only I see in the Tserver log file is something like below...

@12:27:45.3022 [4524] Client TServer65 disconnected on 75, id=0516:002f
g3_dn_unreg_hook(7718)

where 7718 is agent's DN and we are using Avaya G3 switch.

my question is why this happens... couldn't figure out.

Also I am thinking.. will this problem will be resolved if I used ADDP between Tserver and Soft phone?

Any help would be appreciated!!

Thanks.

Title: Softphone disconnects from Tserver
Post by: Ashish on January 01, 1970, 12:00:00 AM

Please check the type of the DN in the CME. Is it the same as other DNs r configured?

Title: Softphone disconnects from Tserver
Post by: Vic on January 01, 1970, 12:00:00 AM

silly question what about other DNs?
Are you sure that all DNs ar enot unregistered?
IS there some events in PBX log? <- ask your engineers.

Title: Softphone disconnects from Tserver
Post by: Superglide on January 01, 1970, 12:00:00 AM

It would help to see the start section of the TServer logs as each DN gets registared + soem more from around the time of the actual event.... in particular the messages to and from the switch....

Title: Softphone disconnects from Tserver
Post by: Vivek on January 01, 1970, 12:00:00 AM

Not all DNs having this problem at the same time. It happens randomly.
PBX log doesn't have any events.

Title: Softphone disconnects from Tserver
Post by: Vivek on January 01, 1970, 12:00:00 AM

All DNs are configured to ACD Position.

Title: Softphone disconnects from Tserver
Post by: Vivek on January 01, 1970, 12:00:00 AM

Tserver log file shows DN registered correctly.

Title: Softphone disconnects from Tserver
Post by: Superglide on January 01, 1970, 12:00:00 AM

LIke I said before....post some more from the TServer error log....

Title: Softphone disconnects from Tserver
Post by: Vic on January 01, 1970, 12:00:00 AM

If you can post a log (not all, pleaaaaaaaaseee, but only the relevant part) it would make it much easier for us to help you!

Title: Re: Softphone disconnects from Tserver
Post by: greg243Kin on September 27, 2017, 09:05:03 AM

Hi All,

I'm facing the same issue, can you help?
Find below a sample of SIP Log:

09:43:14.745 Trc 04524 Client Agences 56 disconnected on [10884], id=003f985a
09:43:14.745: client disconnected
09:43:14.745: SipTServerDevice::ClientFarewell:SessionID(0x180db3e):LoggedInSessionID(0x180db3e)
09:43:14.745: SipTServerDevice::ClientFarewell:SessionID(0x180db3e): FORCE LOGOUT
09:43:14.745  -- created: CRequest@de31af0 RequestAgentLogout-internal
09:43:14.745: SipTReq: 178,4855274
09:43:14.745: $+TLIB:CTI:Unknown:0:45517
09:43:14.745 +++ CIFace::Request +++
  -- new invoke
  Parsed: RequestAgentLogout
  **internal**
  Numbers: +<5607510> -<none>
  Status: parsed:1 queued:0 sent:0 acked:0 preevent:0 event:0 context:0 transferred:0
  -----

Title: Re: Softphone disconnects from Tserver
Post by: Kubig on September 27, 2017, 09:37:29 AM

This is given by SIP server configuration, where if the agent/client is disconnected the SIP server forcely logouts the agent to prevent routing of next interactions to this agent.

Title: Re: Softphone disconnects from Tserver
Post by: greg243Kin on September 27, 2017, 03:01:53 PM

Thanks for your support.
My main concern is about that disconnection, is there any way to avoid that?

Title: Re: Softphone disconnects from Tserver
Post by: cavagnaro on September 27, 2017, 03:18:42 PM

??? ??? ::) ::) 
Like it is a network issue, so ask the network guys how can they improve that

Title: Re: Softphone disconnects from Tserver
Post by: vmc on September 30, 2017, 08:49:17 AM

Laptops?

Sent from my Redmi Note 3 using Tapatalk

Title: Re: Softphone disconnects from Tserver
Post by: greg243Kin on February 06, 2018, 04:37:10 PM

Yes.
It was a connection issue; handled by the network team.

Thank you all for your support.

Regards.