Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: cavagnaro on May 25, 2007, 08:08:48 PM
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Hi,
First of all i'm very sorry to ask this but have tried and not working at all.
I'd like to know if someone can explain me in a very detailed way what steps i need to do for something like this to work:
Scenario:
A customer will have a web form on where will be a drop down combo with 2 Subjects possible: Support and Information. All emails will go to genesys-mail@customer.com
I already configured the JavaMail Server to read this account, according to logs it is ok reading the account.
Now for both cases i want an autoresponse indicating that the email arrived successfuly.
After that according to one subject or the other will go to a different agent group to handle it.
I created the genesys-mail@customer.com also in CME > Business Attributes > Email Accounts so i see it in the Knowdledge Manager.
But also would like if the customers ask for common questions such as "Which are the delivery hours?" or similar those doesn't go to an agent, this mails will be auto-answered.
So how i configure a strategy to do the delivery to the correct agents and how do i send the acknowledge mails?
Also, is it possible that for example i receive an email with a formatted body:
Subject: Balance
Body:
user-code=XXXXX where XXXXX is something the customer input.
So this goes to URS (i'm guessing) reads the user-code and do a DB search for it and returns a value, so an outbound email goes like this:
Subject: Your Balance
Body:
Mr. <First Name> <Last Name>
Your balance is <vBalance>.
Please call us to 555-7777
Thanks
?? Is this possible?
Thanks a lot and sorry again
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Hi cavagnaro,
The easier way how to implement required functionality is an add-on for MM/MCR called "Content Analyzer". This is separately licensed option allowing you to defined some statistical model using natural language, screen the incoming interactions against that model and do some action based on the result of screening (e.g. auto-reply). I played with CA for a while so my experience is very limited but it seems to be quite powerful. Of course, it isn't easy to create the model and "train" the engine. Please look at "Multimedia 7.2 User's Guide" for more information.
The second way is more work demanding but I would say it's possible to achieve required functionality too.
1st case - auto-reply for common questions
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You have to create set of screening rules and screen each incoming interaction against these rules. Each rule contains several keywords related to particular common question. If the engine finds defined keywords in the subject or body then you identified potential common question. The hardest job is definition of the keywords because the basic engine (without Content Analyzer) doesn't allow you to defined a weight of the keywords.
Example - the rule is screening for the words "hour" and "deliver". If you receive a message "Which are the delivery hours" then that message will be identified. But if someone sends you a message "What time you can deliver the goods" then the identification fails. Of course, it's possible to create more complex question using logical operators (AND, OR) but it's not so easy to create the right "formula".
2nd case - getting some data from email's body and using it in the routing
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Again the answer is "screening rules". It's possible to define a screening rule using regular expression and attach found string to UserData. Once you get the data you can process them in the strategy and generate an auto-response (just an example).
I’m using it for one of our customer and it’s working pretty well. The clients of our customer have to enter some code to the email’s body otherwise the email isn’t routed to the agents. It was quite easy to implement that functionality and to be honest we spent most of the time fine-tuning the regular expression. It should be much easier for you if the body is generated and formatted by some web application.
Hope the information above helps you.
If you have more questions just let me know.
Cheers,
René
PS. Based on your activity on this forum you can have as many questions as you want ;)
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Hi Cavagnaro,
To make your life easier ;) I've created a sample for you :).
The attached ZIP file contains export of one business process incl. strategies and export of objects (standard response, screening rules) used in the routing from Knowledge Manager.
It's necessary to go through strategies and check the parameters after the import because the names of your Universal Contact Server or Email Server will be different from mine.
René
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Wo! Thanks a lot René! I'll check it out ;D
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Hi René,
I imported the kme file into the Knowledge Manager.
But what do i do with the IWE file? Tried to import to IRD and no success.
Thanks
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Hi Cavagnaro,
WIE file contains exported business process and strategies from IRD/IWD.
How to import:
- Open IRD
- Select the tab "Interaction Design" from the shortcut bar
- Open a business process
- Choose "File / Import"
René
PS. The sample was create using IRD/IWD version 7.2. Hope you are on the same release.
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Hi René,
I do not have that option. ? Is that the one that looks like a flow diagram?
I'm using a Genesys Express by the way.
Please look at my IRD screenshot.
Thanks
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Hi Cavagnaro,
Yes, it is the one that looks like a flow diagram. It's written in the help that IRD should display that option automatically when Multimedia is installed. The question is what Genesys means by "Multimedia is installed"... Could you check there is a solution of type "Multimedia" in your configuration?
René
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No Multimedia Solution. ???
This is what i have installed.
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You have installed everything needed for email routing. Try to create solution of type "Multimedia" and we'll see if the option appears in IRD then.
R.
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:o lol yeah! ;D Strange Genesys hehe.
One question, where or how do i order Genesys to send the incoming emails to? Or does the screening rules analyze everything?
Thanks a lot
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Yeah, strange Genesys :)
The process how Genesys works with the inbound emails is:
1. Email Server Java does check periodically configured mailboxes
2. Once new emails come ESJ retrieves it and stores it to UCS
3. ESJ submits the email to the queue assigned to particular endpoint (tenant)
ad 1\ configure at least one mailbox (pop-client) in the options of ESJ
ad 2\ check that ESJ has connection to UCS
ad 3\ create a new endpoint and assign some queue ("qEmail_In" for my sample). You can do this step in the options of ESJ (create a new section named "endpoints:101" then add key "default" with value "qEmail_In"). Or it's possible to use IRD/IWD - there is a branch "Media Server" and you can drag-and-drop particular media server (ESJ) to your process and create connection between the server and some queue.
R.
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I don't see the branch "Media Server". Where is it?
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See the attached screenshot. If you don't see that option in IRD/IWD the use the second way - modify the configuration options of ESJ.
R.
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On IRD i added on Connections the ESJ and now it appears :)
I still have not understand the qEMail_in thing.
I go to CME, i create a DN qEmail_in of type Virtual queue, right?
I go to Interaction DEsign and do the flow as you shown me and create the strategies.
But where do i load those strategies?
Thanks a lot and sorry for being so asky.
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This is where it becomes a little different to call routing.
You don't load it like you would a strategy, you activate the process from within the process, it then creates a Virtual Route Point. If you deactivate the process it will remove the virtual RP.
So, its best to remember not to have any (or too much) routepoint configuration within virtual routepoint, as when you deactivate the process the VRP gets deleted, only to be readded (with no configuration (eg _ROUTER_ options)) when the process is activated.
Mark
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Ok this is going ok, now i see the emails like doing a loop but doesn't arrive to the agent. To the agent i added an email DN to his place from the MCR switch but nothing happens.
What else do i need to do?
Thanks
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Forget emails DNs as MCR doesn't use it at all. You don't need even agent logins...
The ability of an agent to handle interactions is determined by the capacity rule. That rule says which types of interactions (voice, email, chat etc.) and how many of them at the same time an agent can handle. You can create a capacity rules in CME (folders Resources/Scripts) manually or using Resource Wizard Capacity (installation package is part of StatServer CD).
There are two or three predefined capacity rules created during the installation of MCR.
If you assigned capacity rules to the agents and it still doesn't work then post here logs of URS and InteractionServer.
Cheers,
René
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;D Thanks! I owe you a big one René
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René,
Incoming emails arrive to my test agents but they are like in a loop, same email over and over again.
I'm using GAD, on Application object under CME there is a multimedia section which i had to fill some sections like email-default-queue, email-outbound-queue, i checked the GAD Deployment and REference guide and the options are mentioned but they are not very clear. I believe this could be my problem as i put the first value that made the error on GAD disappear.
What is exactly the value that should go here?
Thanks
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Loop - the interaction has to be stopped when an agent does reply otherwise it is returned to original queue and routed again. To achieve that configure the queue "Stop Processing (__STOP__)" for existing interaction on "Route Interaction" object in IRD. See the attached screenshots.
email-default-queue - name of the queue to which the emails will be submitted by ESJ
email-outbound-queue - name of the queue where GAD place an interaction when an agent creates a new outbound email and click "Send" or click "Send" for reply interaction without queue for new interaction defined in IRD.
Please don't forget that it is necessary to stop processing of the interaction after it is send out. If you don't stop it than it will be returned back to queue and send out again, again...
R.
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Hi René, Mark
I would like some help please.
I'm at a customer site and trying to do what we did last time.
Honestly many points kept on limbo for me, but i believe I'm doing all as requested...
I'm posting confs, logs, and screenshots of eveything i believe will show the error.
My problem is that i see that the email server gets the emails, but doesn't transfer to the agents. If an agent send an email i don't see no SMTP connection to the mail server...why?
Hope you can help me.
Thanks
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configurations
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more logs
Can't post URS logs....:S because of proxy...
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Hi,
1. Have you checked that the strategy is enabled on the Inbound queue? Been there - done that :-)
2. What does CCP display if you monitor current extended status on the logged in agent? Do you se that an email DN is present? I have sometimes seen that when statserver/interaction connection is broken, no email DN is created (email media is not opened), and therefore email cannot be received at the agent place. Restart of SS+ixnsrv helps.
3. URS logs would help... Can you see the email through SUpervisorDesktop? Is it still in the Interaction Queue or is it in routing state?
Good luck!
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Ah interesting, i do not see any email object on the place as no DN is attached to it..thought that capacity_rules took charge of it.
What needs to be inside the place?
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Hi,
StatServer opens/creates an email DN when an agent log in, if there is a capacity rule allowing email active.
You will NOT see this email DN in the Place in CME, only when monitoring current state in CCP.
Which version of Statserver are you using?
Are you opening the CCP view against the same statserver that URS uses? Thats is also helpful in troubleshooting. Sometimes SS for CCP cacn have correct info, but not the SS used for Routing...
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It's me again :-)
You could also check in SS log to see agent status after login:
OK email login for agent:
-------------------------
2006-09-28 10:31:29> Init: Media Channel 'email' is opened on Place 'Place_23'('Resources')
2006-09-28 10:31:29> Init: Capacity rule 'Default_One_interaction_of_any_type_only' automatically assigned to agent 'dri01'
2006-09-28 10:31:29> Status: Capacity snapshot for place 'Place_23'('Resources'), agent 'dri01'('Resources') (CR='Default_One_interaction_of_any_type_only')
media_state current_number max_number routable
--------------- --------------- --------------- ---------------
[ NR 0 1 0 ] <-- email
[ NR 0 1 0 ] <-- voice
Failing email login for agent:
-------------------------
2006-10-02 09:29:27> Status: Capacity snapshot for place 'Place_23'('Resources'), agent 'dri19'('Resources') (CR='Default_One_interaction_of_any_type_only')
media_state current_number max_number routable
--------------- --------------- --------------- ---------------
[ NR 0 1 0 ] <-- voice
The root cause for our problem was 7.2 SS. This issue was fixed in Stat Server 7.5.000.16
We had problems on a customer site...
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Ok, funny part, agent appears always as logged out and can't see nothing on StatServer
Here are my connections as well
7.2.001.02 version
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Hm,
In Interaction Server logs I can see:Std 04502 Cannot connect to Datastream consumer (Stat Server) 'StatServer' at host 'servl011', port 3030, reason '[connect failed]'
This means that InteractionServer tries to get statistics through Java extensions also from StatServer. I would remove the connection to StatServer from InteractionServer. I think that you only need these stats from StatServer Reporting.
Anoter thing - Why do URS have a connection to EmailServer?
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I really don't know why, all was done by the Wizard...
Will remove as you say and try
Thanks a lot by the way
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hi, me again.
removed the StatServer from MCR and EmailServer from URS but still agent appears as logged off.
Another thing I have noted, everytime I open CCPulse with Multimedia Switch i got "Switch is not found on Tenant Resources"...do you thing it has something to do?
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Hi,
Don't know about "Switch is not found on Tenant Resources".
But I still would like to see an URS log :-)
Also - have you restarted the statserver?
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Hi Cavagnaro,
I've checked your logs but not able to say what is wrong. Please check following:
1. Licensing / I found licensing issue in your log file
[i]> 10:34:52.953 Std 23038 Can't login agent 'GenesysDesktop' at place 'supervisor': failed to check out license while processing request 'RequestAddMedia' from client 15:3528, reference id: 40[/i]
2. Connections between the applications
InteractionServer ---> UCS, StatServer
URS ---> InteractionServer
René
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thanks René, tomorrow will return to customer and see all this stuff.
Thanks a lot both for all the help :)
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hi guys,
Licensing is ok, the error was because i checked chat and that caused it.
Now trying to understand the MCR logs,for what i see here the queue named Inbound has 6 emails on status queue-current waiting processing, right?
If so, how to process them? Do i have to do something on knowledge manager?
[code]
'1' [TKVlist] = (size=4):
'name' [str] = "Inbound"
'tenant' [str] = "Resources"
'type' [int] = 14
'counter' [int] = 8
'0' [TKVlist] = (size=4):
'type' [int] = 2
'name' [str] = "queue-current in processing"
'event' [TKVlist] = (size=33):
'values' [TKVlist] = (size=18):
'email' [int] = 0
'1' [TKVlist] = (size=4):
'type' [int] = 2
'name' [str] = "queue-current waiting processing"
'event' [TKVlist] = (size=33):
'values' [TKVlist] = (size=18):
'email' [int] = 6
[/code]
One more question, maybe not related but as I don't know where else to look, when I go to Knowledge Base Manager and try to create a screening rule I don't see the email addresses I configured on MCR_EmailServer. Where to configure those?
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Hi cavagnaro,
You don't need screening rules as long as you need to segment incoming emails by email addresses, keywords etc. Knowledge Manager doesn't show email addresses configured in Email Server Java so you have to entered the addresses manually.
I looked at your logs again and I didn't find any EventRouteRequested generated by InteractionServer. I would say that InteractionServer doesn't talk to URS and that's the reason why routing doesn't work.
Do you see Multimedia switch and the strategies loaded on automatically created Virtual Routing Points in IRD/Monitoring/Loading?
René
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Hi René,
Thanks for the reply. I can see that URS has on its connections MCR_InteractionServer, I stoped MCR and started again.
I can see Multimedia Switch and virtual queues.
Now on URS logs after the restart i can see a couple of errors but no minimal trace of it wanting to route emails...
[code]
received from 65242(--)servl011:7319(fd=548) message EventError
(ERROR CODE UNKNOWN)
AttributeReferenceID 5794
AttributeErrorCode 0
AttributeErrorMessage 'Unsupported request: RequestQueryServer'
12:33:07.796_T_E_ [14:0c] EventError is received for tserver MCR_InteractionServer - Unsupported request: RequestQueryServer
received from 65242(--)servl011:7319(fd=548) message EventRegistered
AttributeCustomerID ''
AttributeThisDN 'exr'
AttributeReferenceID 5795
[/code]
Now i don't know what DN 'exr' is...
I finally got how to attach URS logs so here they are
Hope this can help more
Also a MCR_InteractionServer startup log
Thanks a lot for your time again
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Hi cavagnaro,
Please check that correct and existing switch object is assigned to InteractionServer. There is an error message in IxnServer log that could mean an issue - [i]12:32:58.390 Trc 20042 Warning: failed to load switch information (dbid: '102') specified in server's switch list[/i].
René
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It's same thing I see on CCPulse.
I recreated SwitchOffice and Switch and same thing.
I only open Switch on CCPulse no problem, if I add a Virtual Routing Point then the error raises.
Will research a little on that
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Is the right switch assigned to InteractionServer - application properties/tab Switch?
R.
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Yes, It is well configured.
Check this is the error on StatServerReporting...I believe that if this doesn't work nothing will do...right?
[code]
2007-11-13 15:47:31> Client: Message 'OpenStat'
'OBJECT' 'RoutePoint' (4)
'OBJECT_ID' 'asl_Inbound_Email@MCR'
'TENANT_ID' 'Resources'
'CATEGORY' 'CurrentState' (10)
'SUBJECT' 'DNStatus' (1)
'TM_LENGTH' 0
'NOTIFICATION_MODE' 'ChangesBasedNotification' (0)
'INSENS_PERCENTAGE' 0
'TM_NOTIFICATION_FREQ' 0
'TM_LEFT_RANGE_LIMIT' -1
'TM_RIGHT_RANGE_LIMIT' 0
'REQ_ID' 5
'USER_REQ_ID' 2
'MainMask' all statuses set
'RelMask' all statuses clear
15:47:31.453 Std 10040 Statistics specification error (client='CCPulse', request_id=5, user_request_id=2): 'Switch is not found on Tenant 'Resources''
2007-11-13 15:47:31> Client: Sending message to CCPulse
2007-11-13 15:47:31> Client: Message 'Error'
'STRING_VALUE' 'Switch is not found on Tenant 'Resources''
'LONG_VALUE' 1
'TM_LENGTH' 0
'TM_SERVER' 1194986851
'USER_REQ_ID' 2
'REQ_ID' 5
2007-11-13 15:47:31> Init: Statistic abandoned. Reason: Switch is not found on Tenant 'Resources'
[/code]
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You're right. The configuration is correct but StatServer and InteractionServer doesn't "see" the switch "MCR".
Could you check permissions of SYSTEM user related to "MCR" switch object?
Is the customer's environment single-tenant or multi-tenant?
R.
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It is Single Tenant.
Will check permissions.
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>:( >:( >:( >:( >:(
System account didn't have permissions on Switch Office...Damn it! who did that!
Ok will restart my tests again...
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Ok, CCpulse working, now I see a different stuff on URS but still no routing...
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URS log looks better now. Have you restarted InteractionServer?
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Yes, 2 times. Nothing I can read easily on this TServer log...
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Well at least now on CCPulse I can see (finally) the email DN on the agent ;D
But he is on ready and nothing happens.
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I found this message in IxnServer log - [i]16:46:26.609 Trc 24011 Universal Routing Server 'UniversalRoutingServer' has no strategies loaded[/i]. Try to unload and load again the strategies.
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Yeah! Just did that and an email arrived!! ;D
But now i get an
Unavailable action, the E-mail Default Queue inbound_queue does not exist in configuration
Will check GAD config
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We won :D
Check GAD options - section "multimedia", key "email-default-queue" and "email-outbound-queue".
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Yeah! now i have to run to another customer! genesys down! why me!!
Thanks a lot René, catanirex :D i owe you a big one! Thanks!
Will continue later and begin my rule tests...finally ;)
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Hi René, guys,
I have a new problem with this...an outbound email keeps and keeps going to the same customer (me lol), I receive a lot of emails like if it was not going out...here are the logs (which I still can't understand at all) and the strategy image...
Any ideas?
Thanks
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Hi Cav,
Based on the quick log analysis the issue is caused by a strategy that generates acknowledgement. I can see in ESJ log that the method 'ACK' is executed repeatedly for the same interaction (id: 0001Fa3NWF3400S1).
René
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Hi René,
I also saw that but don't understand the reason of it...any ideas?
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There are also some messages like this:
Service 'Email' failed in method 'Send' (Connnection to SMTP Server host '10.10.3.60', port 25 failed.).
Maybe there are some mis-configuration in communication between SMTP server and ESJ?
In the inbound strategy, are the inbound email stopped when the ack is created? If the inbound interaction still is active, it coculd explain why acks are sent continuosly.
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Yes, initially the SMTP password account was blocked, once they released I started receiving N emails...
I have configuired the __STOP__ queue for an existing interaction, is that what you mean? I'll post a picture of the entire strategy later...
Thanks a lot
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Hi Cavagnaro,
Have you made it working or still receiving hundreds of emails :)?
R.
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hehe I had to deactivate the strategy...what a solution...lol
I have no clue what is going on, everything was working ok...changed SMTP and POP passwords and Bam! Take your tons of emails!
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Could you export your strategies and post them here? Or URS/InteractionServer log at least...
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OK will do, tonight will go to the customer site and do that :D As always thanks a lot René for your help ;D
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lol 400 emails in a couple of seconds, I doubt I can get this as is on production :P
As requested, here are the attachments :) Thanks
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Hi Cavagnaro,
I found a cause of your issue - see the excerpt from URS log below.
---
received from 65201(--)servl011:7319(fd=568) message EventPrivateInfo
AttributeReferenceID 29
AttributePrivateMsgID 5
AttributeConnID 094e018585b6a156
AttributeCustomerID 'Resources'
AttributeExtensions [233] 00 01 03 00..
'Envelope3rdServer'(list) 'Version' '1.0'
'AppName' 'MCR_EMailServerJava'
'Service' 'Email'
'Method' 'ACK'
'Parameters'(list) 'FaultCode' '3'
'FaultString' [b]'Application with specified name 'MCR_EMailServerJava' found, but is not active'[/b]
21:34:15.750_T_I_094e018585b6a156 [14:32] EventPrivateInfo is received for tserver MCR_InteractionServer (this dn=)
---
Next steps:
- Please check that the application "MCR_EMailServerJava" is connected to InteractionServer and vice versa.
- Configure name of autobot-agent (see. Multimedia 7.5 Reference Manual - ESJ option "autobot-agent-login-name")
Unfortunately ESJ log doesn't cover the same time period as log of URS so not able to say more now...
R.
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This autobot, should be an agent id? I have not changed it...nor the relations between components...don't understand..
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Autobot is an agent configured in CME that is assigned as the owner of interactions generated by Email Server Java - acknowledgements, autoresponses. I saw in ESJ log that it (ESJ) complains about missing autobot configuration...
---
DEBUG 15:18:44,062 [SvcSrvW-0 ] <26 0001Fa3NWF3400RU> esj.svc - No _OwnerEmployeeId UserData provided...looking for autobot configured in ESJ for owner of new Email
WARN 15:18:44,062 [SvcSrvW-0 ] <26 0001Fa3NWF3400RU> esj.svc - Person with login name '' not found in configuration.
---
R.
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Ok René :D Will configure it, this agent can be anything right?
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Yes, it's just an agent.
Any progress?
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Today will go to the customer and try it again, as soon as I have something I'll let you know.
Thank really very much for your concern :D I hope some day return the favor
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Hi guys, bringing back a dead friend...
I have upgraded to 7.6 and now I can't receive emails...all seems to arrive up to the agent but now it reports the agent as unusable...
[quote]
02:38:46.005_M_I_ [10:1d] PULSE (calls: 15(15)=14+1-0, targets=1, time=1224488326, mem=0,4456,353,85,156,0)
_M_I_0000000000000000 [10:20] try to route to agent "6061" (place "email1", 1 ready DNs reported)
_M_I_ [10:20] VQ 0163c160 is ignored: other dn type(cfg)
02:38:48.005_M_I_ [10:1d] PULSE (calls: 15(15)=15+0-0, targets=1, time=1224488328, mem=0,4456,353,85,156,0)
_M_I_0000000000000000 [10:20] try to route to agent "6061" (place "email1", 1 ready DNs reported)
_M_I_ [10:20] VQ 0163c160 is ignored: other dn type(cfg)
02:38:50.005_M_I_ [10:1d] PULSE (calls: 15(15)=15+0-0, targets=1, time=1224488330, mem=0,4456,353,85,156,0)
[/quote]
URS: use_agent_capacity = true
Agent: script with email=1
Logged in place with voice DN then agent status is reported as not ready, even when both DN's (email and voice) are ready (???)
Logged in place with no DN, email DN is created by StatServer and on CCPulse I see him ready but the above logs appears...
What can be wrong?
Thanks
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Maybe stupid questions, but does URS have a working connection to InteractionServer 7.6 and to a StatServer that is connected to Interaction Server?
Enough router_seats in the licens file?
Since 7.5 was working, I cannot see why it would fail with 7.6.
I have upgraded from 7.5-7.6 without problems. But then I used the same application templates. Didi you import new ones? Check the connections if thats the case.
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Hi Cavagnaro,
It's necessary to use the IRD function "UseDNType[CFGEmail]" or "UseMediaType[email]" in the strategy. It should work correctly then.
I've already seen this issue and it appears only in blended environment - one agent has both voice and email capabilities. It seems to me that information about media is missing in the events so URS is unable to find correct DN type.
Hope it helps you
René
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Yay! Great! It worked now :D
Wonder why it worked before then? Anyways, thanks a lot.
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Guys one more, acknowledgements are not working:
[code]19:53:55.409 Trc 25096 [SvcSrvW-15] <212> Request (queued for 0 ms): Id=212|Type=Request|Service=Email|Method=ACK.
19:53:55.409 Trc 25019 [SvcSrvW-15] <212 00023a4FTBVA01P8 genesys.ebdperu.local:1832> Service 'Email' method 'ACK' started.
19:53:55.409 Trc 23191 [SvcSrvW-15] <212 00023a4FTBVA01P8 genesys.ebdperu.local:1832> Request: Type=Request|Service=Email|Method=ACK|Parameters=[OrigEmailCcInCc="false"|ReplyMode="2"|InclOriginMsg="false"|OrigEmailFromInTo="true"|OrigEmailToPopInFrom="true"|CustomizedSubject=""|DoNotThread="false"|Queue="Outbound"|UseSRLSubject="false"|SrlId="00023a4FTBVA0126"|OrigEmailToAllInTo="false"]|UserData=[EmailAddress="cavagnaro.jc@gmail.com"|RRequestedSkills=[]|Origination_Source="Email"|ServiceType="default"|RTenant="Resources"|IsLocked=0|Header_X-OriginalArrivalTime="22 Oct 2008 00:39:42.0693 (UTC) FILETIME=[AC851950:01C933DE]"|InteractionState=1|FirstName="Jorge"|InteractionId="00023a4FTBVA01P8"|Subject="Test Autoreply 2"|RVQID=""|Header_DKIM-Signature="v=1; a=rsa-sha256; c=relaxed/relaxed; d=gmail.com; s=gamma; h=domainkey-signature:received:received:message-id:date:from:to :subject:mime-version:content-type:content-transfer-encoding :content-disposition; bh=Y1K+aYTmdbt4fVBRxyj/r91004EKMAP31hVM+dVG6so=; b=aCUvIMcHU7WMtzLvbnPjlmOcinXecqXTowNQv9Ze+nQmSb9X+dlFeUBtVRsl8+w8Zv 9CNPDAJ8szfhSASEMN2pd5BGZz8VvlB3hfsTcQnsUQELN3ZmzlaN1klLpR9iTA8F116b QZ7I3KSBubUjLCGPN9jkrwzELPElQ2qliYh5o="|CBR-contract_DBIDs=""|Header_Date="Tue, 21 Oct 2008 19:40:20 -0500 (COT)"|Header_Content-Type="text/plain; charset=ISO-8859-1"|FromAddress="cavagnaro.jc@gmail.com"|RTargetRuleSelected=""|RRequestedSkillCombination=""|RTargetObjSelDBID=""|FromPersonal="Jorge Cornejo"|RStrategyName="Inbound_eBD_Email"|Header_DomainKey-Signature="a=rsa-sha1; c=nofws; d=gmail.com; s=gamma; h=message-id:date:from:to:subject:mime-version:content-type :content-transfer-encoding:content-disposition; b=i2IibLW99bADXALpaCZMBUH8Q3ZaBxElSEy5r2FdP8xjF/b6QaaZwiuZuN2mOp7Cnt q2Dk+TOlby+bPwyKE0wMRpY3THevXkAzync4iGvHeBnsR5wlaWQq7RwODp6OL1gf4tDU 77F8NIQrrH9AYmt9iIYcYISFQwzrUjY52HWNg="|_AutoReplyCount=0|CBR-IT-path_DBIDs=""|PegDEF=182|_ContainsAttachment="false"|RTargetAgentSelected=""|RStrategyDBID="120"|CBR-actual_volume=""|SubmittedAt="2008-10-22T00:40:50Z"|InteractionSubtype="InboundNew"|SubmittedBy="MCR_EMailServerJava"|To="soporte@nessus.com"|Queue="Inbound"|Header_MIME-Version="1.0"|MediaType="email"|RTargetTypeSelected="102"|CBR-Interaction_cost=""|Mailbox="soporte@nessus.com"|CustomerSegment="default"|ServiceObjective=0|Header_Content-Disposition="inline"|IsOnline=0|RTargetPlaceSelected=""|_AttachmentsSize="0"|Header_Content-Transfer-Encoding="7bit"|MovedToQueueAt="2008-10-22T00:40:50Z"|Header_Message-ID="<169abaa0810211744g304bfeb1r2bf2c415906e7d35@mail.gmail.com>"|RTargetObjectSelected=""|PlacedInQueueAt="2008-10-22T00:53:51Z"|ReceivedAt="2008-10-22T00:40:04Z"|InteractionType="Inbound"|ContactId="00021a4FRASC000P"|LastName="Cornejo"|TenantId=101].
19:53:55.409 Dbg 23077 [SvcSrvW-15] <212 00023a4FTBVA01P8> customized = true.
19:53:55.409 Dbg 23089 [SvcSrvW-15] <212 00023a4FTBVA01P8> No _OwnerEmployeeId UserData provided...looking for autobot configured in ESJ for owner of new Email
19:53:55.409 Dbg 23072 [SvcSrvW-15] <212 00023a4FTBVA01P8> 'From' address : soporte@nessus.com
19:53:55.409 Dbg 23107 [SvcSrvW-15] <212 00023a4FTBVA01P8> Candidate 'To' addresses : [Jorge Cornejo <cavagnaro.jc@gmail.com>]
19:53:55.409 Dbg 23107 [SvcSrvW-15] <212 00023a4FTBVA01P8> Candidate 'Cc' addresses : []
19:53:55.424 Dbg 23107 [SvcSrvW-15] <212 00023a4FTBVA01P8> Candidate 'Bcc' addresses : []
19:53:55.424 Dbg 23111 [SvcSrvW-15] <212 00023a4FTBVA01P8> Excluded addresses : [soporte@nessus.com]
19:53:55.424 Dbg 23112 [SvcSrvW-15] <212 00023a4FTBVA01P8> Actual 'To' addresses : [Jorge Cornejo <cavagnaro.jc@gmail.com>]
19:53:55.424 Dbg 23112 [SvcSrvW-15] <212 00023a4FTBVA01P8> Actual 'Cc' addresses : []
19:53:55.424 Dbg 23112 [SvcSrvW-15] <212 00023a4FTBVA01P8> Actual 'Bcc' addresses : []
19:53:55.424 Dbg 23073 [SvcSrvW-15] <212 00023a4FTBVA01P8> UserData : [EmailAddress="cavagnaro.jc@gmail.com"|RRequestedSkills=[]|Origination_Source="Email"|To="Jorge Cornejo <cavagnaro.jc@gmail.com>"|ServiceType="default"|RTenant="Resources"|RTargetTypeSelected="102"|CBR-Interaction_cost=""|FirstName="Jorge"|Subject="Re: Test Autoreply 2"|Mailbox="soporte@nessus.com"|RVQID=""|CustomerSegment="default"|ServiceObjective=0|CBR-contract_DBIDs=""|RTargetPlaceSelected=""|_AttachmentsSize="0"|FromAddress="soporte@nessus.com"|RTargetObjectSelected=""|RRequestedSkillCombination=""|RTargetRuleSelected=""|RTargetObjSelDBID=""|FromPersonal=""|RStrategyName="Inbound_eBD_Email"|ContactId="00021a4FRASC000P"|CBR-IT-path_DBIDs=""|PegDEF=182|_ContainsAttachment="false"|RTargetAgentSelected=""|RStrategyDBID="120"|CBR-actual_volume=""|LastName="Cornejo"].
19:53:55.440 Std 25100 [SvcSrvW-15] <212 00023a4FTBVA01P8> Service 'Email' failed in method 'ACK' (ErrorCode=701 ErrorMsg=Unexpected error (Could not insert Persistent) Could not insert Persistent).
com.genesyslab.icc.api.contactserver.PersistentException: Could not insert Persistent
at com.genesyslab.icc.contactserver.PersistentManagerImpl.insert(Unknown Source)
at sun.reflect.GeneratedMethodAccessor44.invoke(Unknown Source)
at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source)
at java.lang.reflect.Method.invoke(Unknown Source)
at sun.rmi.server.UnicastServerRef.dispatch(Unknown Source)
at sun.rmi.transport.Transport$1.run(Unknown Source)
at java.security.AccessController.doPrivileged(Native Method)
at sun.rmi.transport.Transport.serviceCall(Unknown Source)
at sun.rmi.transport.tcp.TCPTransport.handleMessages(Unknown Source)
at sun.rmi.transport.tcp.TCPTransport$ConnectionHandler.run(Unknown Source)
at java.lang.Thread.run(Unknown Source)
at sun.rmi.transport.StreamRemoteCall.exceptionReceivedFromServer(Unknown Source)
at sun.rmi.transport.StreamRemoteCall.executeCall(Unknown Source)
at sun.rmi.server.UnicastRef.invoke(Unknown Source)
at com.genesyslab.icc.contactserver.PersistentManagerImpl_Stub.insert(Unknown Source)
at com.genesyslab.icc.api.contactserver.proxy.PersistentManagerProxy.insert(PersistentManagerProxy.java:373)
at com.genesyslab.icc.emailserver.outbound.EmailResponder.createAutoReply(Unknown Source)
at com.genesyslab.icc.emailserver.outbound.EmailResponder.createAck(Unknown Source)
at com.genesyslab.icc.emailserver.service.EmailServiceLogic.createAck(Unknown Source)
at com.genesyslab.icc.emailserver.service.EmailServiceImpl$6.op(Unknown Source)
at com.genesyslab.icc.emailserver.service.EmailServiceImpl.doCall(Unknown Source)
at com.genesyslab.icc.emailserver.service.EmailServiceImpl.ACK(Unknown Source)
at sun.reflect.GeneratedMethodAccessor11.invoke(Unknown Source)
at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source)
at java.lang.reflect.Method.invoke(Unknown Source)
at com.genesyslab.icc.util.ServiceServer.invokeService(Unknown Source)
at com.genesyslab.icc.util.ServiceServer.process(Unknown Source)
at com.genesyslab.icc.util.ServiceServer.access$1600(Unknown Source)
at com.genesyslab.icc.util.ServiceServer$ThirdPartyProtocolConnection$RequestHandler.run(Unknown Source)
at com.genesyslab.util.concurrent.PooledExecutor$Worker.run(Unknown Source)
at java.lang.Thread.run(Unknown Source)
Caused by: com.genesyslab.icc.api.contactserver.PersistentException: Attribute 'Id' for class 'StandardResponseUsage' does not accept String : Constraint on : class com.genesyslab.icc.api.contactserver.persistent.StandardResponseUsage
Attributes :
class com.genesyslab.icc.api.contactserver.persistent.StandardResponseUsage StandardResponseId java.lang.String[00023a4FTBVA0127]
class com.genesyslab.icc.api.contactserver.persistent.StandardResponseUsage EntityId java.lang.String[00023a4FTBVA026V]
class com.genesyslab.icc.api.contactserver.persistent.StandardResponseUsage ResponseType java.lang.Integer[4]
class com.genesyslab.icc.api.contactserver.persistent.StandardResponseUsage StartDate java.util.Date[Tue Oct 21 19:53:55 COT 2008]
class com.genesyslab.icc.api.contactserver.persistent.StandardResponseUsage EntityTypeId java.lang.Byte[1]
class com.genesyslab.icc.api.contactserver.persistent.StandardResponseUsage PersonId java.lang.Integer[0]
class com.genesyslab.icc.api.contactserver.persistent.StandardResponseUsage Id java.lang.String[00023a4FTBVA026W]
Constraints : NONE
Joins : NONE
Orders : NONE
at com.genesyslab.icc.contactserver.AbstractPersistentManager.checkValues(Unknown Source)
at com.genesyslab.icc.contactserver.AbstractPersistentManager.a(Unknown Source)
at com.genesyslab.icc.contactserver.AbstractPersistentManager.insertPersistent(Unknown Source)
at com.genesyslab.icc.contactserver.AbstractPersistentManager.insertPersistent(Unknown Source)
at com.genesyslab.icc.contactserver.AbstractPersistentManager.insert(Unknown Source)
at com.genesyslab.icc.contactserver.AbstractPersistentManager.insert(Unknown Source)
at com.genesyslab.icc.contactserver.PersistentManagerImpl.insert(Unknown Source)
at sun.reflect.GeneratedMethodAccessor44.invoke(Unknown Source)
at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source)
at java.lang.reflect.Method.invoke(Unknown Source)
at sun.rmi.server.UnicastServerRef.dispatch(Unknown Source)
at sun.rmi.transport.Transport$1.run(Unknown Source)
at java.security.AccessController.doPrivileged(Native Method)
at sun.rmi.transport.Transport.serviceCall(Unknown Source)
at sun.rmi.transport.tcp.TCPTransport.handleMessages(Unknown Source)
at sun.rmi.transport.tcp.TCPTransport$ConnectionHandler.run(Unknown Source)
... 1 more
19:53:55.440 Trc 25020 [SvcSrvW-15] <212 00023a4FTBVA01P8> Service 'Email' method 'ACK' ended, processing time (ms): 31.
19:53:55.440 Std 25080 [SvcSrvW-15] <212> Exception message: Unexpected error (Could not insert Persistent).
[/code]
Something tells me that customer has been doing some stuff around but what?
Any idea what can be wrong here?
-
And this is how the acknowledge is configured
-
Hi Cavagnaro,
It seems to me there is some issue on database side. What version of UCS server and database is used by the customer? Have you made any upgrade of UCS in the past?
R.
-
Yup, from db 7.2 to 7.5 and now 7.6...but between 7.5 and 7.6 was very fast (2 weeks) and I don't remember really if they tested on 7.5...
What would you recommend? To recreate the DB? I have no problem with that...
Thanks a lot René, as always
-
Hi,
I assume you did but have to ask ;) - have you applied update SQL scripts against UCS 7.2 database when doing upgrade of UCS? It could be a cause of your issue if you didn't.
R.
-
Yeah I remember I did...at least on 7.6... :P
Will re-run them and see if any error raises on SQL...
-
??? Deleted all DB, recreated (MCR_UCS, MCR_UCS_Archive and MCR_IS) and still have the error. MCR_EmailJavaServer has connections to:
MCR_UniversalContactServer
MCR_InteractionServer
Does EJS needs connection to a DBServer?
-
No, it doesn't. All operations over UCS database are processed by Universal Contact Server.
Could you check UCS log if there is any error?
-
Not an error but I found this very strange:
[quote]
12:19:05.161 Dbg 29999 [68.90.45:24] <Genesys_Desktop_760> Beginning Transaction txn-32 for DataSource Main with Connection : txn-32
12:19:05.161 Trc 21132 [68.90.45:24] <Genesys_Desktop_760 txn-32> Inserting persistent object from class 'com.genesyslab.icc.api.contactserver.persistent.EmailOut'.
12:19:05.161 Dbg 29999 [68.90.45:24] <Genesys_Desktop_760 txn-32> Executing request : insert into EmailOut WITH (ROWLOCK) (EmailOut.Forward, EmailOut.Id) values (?, ?) in transaction : txn-32 with timeout=0
12:19:05.177 Trc 21132 [68.90.45:24] <Genesys_Desktop_760 txn-32> Inserting persistent object from class 'com.genesyslab.icc.api.contactserver.persistent.Interaction'.
12:19:05.177 Dbg 29999 [68.90.45:24] <Genesys_Desktop_760 txn-32> Executing request : insert into Interaction WITH (ROWLOCK) (Interaction.StartDate, Interaction.EntityTypeId, Interaction.Id, Interaction.TypeId, Interaction.TenantId, Interaction.CreatorAppId, Interaction.SubtypeId, Interaction.ThreadId, Interaction.Status, Interaction.MediaTypeId, Interaction.CanBeParent, Interaction.Timeshift) values (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?) in transaction : txn-32 with timeout=0
12:19:05.192 Dbg 29999 [68.90.45:24] <Genesys_Desktop_760 txn-32> Commit Transaction txn-32 for Connection : txn-32
12:19:05.192 Dbg 29999 [68.90.45:24] <Genesys_Desktop_760 txn-32> [Main DS] Returning connection into the pool.
12:19:05.192 Dbg 29999 [68.90.45:24] <Genesys_Desktop_760 txn-32> Transaction duration: 31 ms (32)
12:19:05.192 Trc 21100 [68.90.45:24] <Genesys_Desktop_760 00001a4G40KE003M> Entity EmailOut 00001a4G40KE003M created
[/quote]
Are the "? ? ? ? ?" supposed to be like that?
-
For me it looks like there is a : character in the ack name?
Names of Knowledge Manager objects can consist only of alphanumeric characters (A–Z, a–z, 0–9), hyphen
(-), underscore (_), and space.
-
Hum, nop only letters used.
-
Hi Cavagnaro,
The question marks in UCS log don't represent any issue as UCS uses so called prepared statements. You can change the option "interpret-prepared-statements" on DAP object to "true" if you want to see real values.
Do you still have problems described in previous posts?
R.
-
Yeah...have no idea what happened...customer by luck doesn't need the service at this moment as he his changing service methods. However I want to fix this ASAP...don't like to have deads above...
-
For me it looks like the acknowledgement is called "Autorespues:a" in the picture you uploaded?
Are you using Oracle or Microsoft SQL as db? Have you checked db for locks?
-
It is "AutoRespuesta" (Autoanswer).
I'm using MSSQL, I deleted all the DB and started from scratch running all sql scripts...same problem.
-
Cavagnaro,
Could you post here following information:
- exact version of Interaction Server, Universal Contact Server, Email Server Java, URS
- type and version of database system
R.
-
Hey René,
Versions in the JPEG file
MS SQL 2000 SP4 Enterprise Edition
Thanks
-
Hi Cavagnaro,
Could you please set the option "interpret-prepared-statements = true" on UCS DAP and repeat the test. I'm pretty sure the issue relates to database e.g. conflict with configured database regional setting etc.
R.
-
Hum....I enabled that option and restarted DBServer and now acknowledge began to arrive...???
I have now a more solid idea on how this stuff works...will keep doing some further tests...
Thanks a lot René!
-
:o
That's really strange. Have you restarted Genesys DBServer or database server (MSSQL)? UCS connects to the database directly using JDBC driver and don't use DBServer...
R.
-
Well, yesterday we did a complete server restart but for another issue...maybe that is what I needed to do before. I was restarting only DBServer and MCR components and yesterday didn't test that as was no part of our problem.
Interesting to know that UCS connects directly to DB.
As usual very helpful René :D