Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: victor on March 02, 2007, 09:25:09 AM

Title: Agent Status stuck for three days in outbound
Post by: victor on March 02, 2007, 09:25:09 AM

Hi, guys,

I was wondering if anyone has experienced a similar problem on Avaya AES and TServer 7.2:

1. agent A places an outbound call
2. later on, agent A transfer the call to agent B
3. agent B hangs up after handling the call
4. agent B status is stuck in  "talk, outbound"

Looking through TServer logs, we have noticed that TServer 7.2 does not seem to send EventReleased when AgentB hangs up the phone, even though there is what look slike release event from Avaya.

I have scanned the latest TServer and S/S release notes but could not find anything like this.

Thanks,
Vic

Title: Re: Agent Status stuck for three days in outbound
Post by: Drew1974 on March 13, 2007, 03:16:59 PM

I have seen a lot of stuck status through softphone app suffering loss of connection to T-Server. This has been Overcome by modification to softphone.  This occured on the position rather than the agent in Nortel world rather than Avaya, but loss of connection can happen anywhere so you might want to look in the T-Server logs for disconnect message for the softphone app?

The current Avaya project I am on went through the pain of analogue turrets going into strange states when the phone is left off hook, not changing state until after a logout login from the agent.  If you are using Analogue turrets you Might want to test Outbound call, where the party that is called hangs up leaving agent on line. Do not let agent hang up and see if same issue occurs?

If I get the chance I will test the same call scenario described
Hope this helps

Title: Re: Agent Status stuck for three days in outbound
Post by: S on May 03, 2007, 03:03:46 AM

Agent stuck states  can be removed by using the check-stuck-state option in statserver. Use it on the statserver that controls the routing mainly, Can b used on all statservers. Basically it would clear those agent states like in call dialing mode for more than 10 minutes or so.

Title: Re: Agent Status stuck for three days in outbound
Post by: tony on May 03, 2007, 02:31:49 PM

Echoing everything written here as advice but also - how is the transfer made? Via the softphone or through the physical turret?

I had an issue previously with Agents using a pre-defined (Siemens HiPath)/(ProCentre5)ACD hot key (e.g. "*2+Ext") to transfer a call - Genesys loses sight of the call since it was not transferred using conventional telephony methods (i.e. the softphone) and the details are not passed via the CTI Link to the TServer.  Since the switch/ACD makes the transfer and not Genesys, then the second leg of the call is not attributed with the ConnID, etc. and that's where Genesys "loses interest..."

Worth a thought...?

Tony

Title: Re: Agent Status stuck for three days in outbound
Post by: Macca on November 13, 2007, 06:01:23 AM

Hi,

We're having similar issues. Did you find a fix for it?

Cheers,

Paul.

Title: Re: Agent Status stuck for three days in outbound
Post by: tony on November 13, 2007, 09:58:15 AM

I think "s" had the right idea;

"Agent stuck states  can be removed by using the check-stuck-state option in statserver. Use it on the statserver that controls the routing mainly, Can be used on all statservers. Basically it would clear those agent states like in call dialing mode for more than 10 minutes or so."

This should do it...

Tony