Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: JimH on January 23, 2007, 03:16:33 PM

Title: Call stuck on DN
Post by: JimH on January 23, 2007, 03:16:33 PM

Hi, can someone please tell me what to do to release a stuck call on a dn?

Here is what it shows in t/s logs:

@00:13:46.9680 [0] 7.2.100.42 send_to_client: message EventRegistered
AttributeEventSequenceNumber 0000000000000144
AttributeTimeinuSecs 968000
AttributeTimeinSecs 1169565226 (00:13:46)
AttributeReferenceID 2
AttributeReason [33] 00 01 00 00..
'NotReadyReason' 'REASON_REST'
AttributeExtensions [209] 00 08 01 00..
'AgentStatus' 2
'queue-1' 'Q1'
'conn-1' '008f016afb25e001'
'call-uuid-1' '7073C1E6-2EB6-473C-8F18-73D31AC19BBA'
'ct-1' 0
'ps-1' 12
'party-uuid-1' '912A8064-94B8-47EF-B7BE-6E09A1BCC6C2'
'status' 1
AttributeAgentID '10009'
AttributeAddressInfoStatus 1
AttributeAddressInfoType 8 (AddressInfoAddressType)
AttributeAddressType 1 (DN)
AttributeAgentWorkMode 2 (AutoIn/LegalGuard)
AttributeThisQueue 'Q1'
AttributeAgentID '10009'
AttributeThisDN '6005'


Can I programmatically delete this call after softphone is restarted?

Title: Re: Call stuck on DN
Post by: Haldane on January 25, 2007, 12:49:49 AM

Jim,
  Not sure what your asking here but if the call is stuck on a DN that your softphone is taking control of then of course you can program it to release it. Your underlying problem is why is a call "stuck on the DN".. More info required i.e are you registering an Extension etc..

Title: Re: Call stuck on DN
Post by: JimH on January 25, 2007, 05:49:37 PM

Haldane,

there is a bug with either our softphone or Genesys T-Server.
After a failover in HA T-Server, some way, out active X or T-Server deletes the active calls from its memory despite the actual call still being handled by it. So, pressing release button, generates an EventError (invalid ConnID).
If I restart softphone and query DN (RequestRegister), T-Server returns the conn-id for the call that it thinks the current agent is still handling. What I need is to release that call from T-Server memory before I can get my client to login again.

The underlying causes are being addressed, but it will take some time so I need to come up with a clever code to retrieve Conn-ID on the dn and release it.

I tried using Genesys ActiveX library, but there is nothing there to specify ConnID. Can this be done using Genesys Active X or do we need to use (oh god, I hope not - tlib)? All I want to do is issue a RequestReleaseCall(ThisConnID:xxxxxx, ThisDN:yyyyy) to clean it up.

Is it possible ?