Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: TTD on October 09, 2007, 03:21:43 PM

Title: URS HA doesn`t route call to available agents
Post by: TTD on October 09, 2007, 03:21:43 PM

Hi,

I have a problem with the High Availability of the URS.
I configured an environment with an hot standby URS.
When I stop the primary URS all calls will be routed via the Backup HA URS.
Everything seems to be fine.
But unfortunately when I shutdown the whole server (with the primary URS) the backup URS doesn`t route the call to the agent. The calls queuing endless. Also new calls won`t be routed. The backup URS see the agents in a wrong status.

Server1:
Statserver_Routing (Primary)
DBServer_Statserver (Primary)
URS (Primary)

Server2:
Statserver_Routing (Backup)
DBServer_Statserver (Backup)
URS (Backup)

What could be the the reason for that?

Thx!

Title: Re: URS HA doesn`t route call to available agents
Post by: Sylvainsjc on October 09, 2007, 03:52:50 PM

The best way to find "why" is to investigate the logs file of backup URS.
What is the release of URS ???

Title: Re: URS HA doesn`t route call to available agents
Post by: TTD on October 09, 2007, 04:17:30 PM

I certainly analysed the backup logfile.
I read that the Backup URS changed the mode to active. Also new calls will be routed to the queue. But the status of the agents in the logfile is wrong.
Because of that the call won´t be routed to the available agents.

URS Release 7.5.002.02

Title: Re: URS HA doesn`t route call to available agents
Post by: René on October 09, 2007, 05:46:05 PM

Hi,

Maybe you should focus on StatServer rather than URS. If URS doesn't have accurate information about the agents (=backup StatServer doesn't work properly) that it's unable to route incoming calls.

It would be helpful posting part of URS logs covering the period of HA switch?

René

Title: Re: URS HA doesn`t route call to available agents
Post by: Kevin S on October 09, 2007, 08:14:07 PM

What is the value of the "pickup_calls" option for your URS? There are references to it and URS High Availability in the URS reference.

Title: Re: URS HA doesn`t route call to available agents
Post by: Sylvainsjc on October 10, 2007, 07:34:22 AM

I use HA for all genesys components (framework, media layer and routing).
I have 2 servers aix 5.3
If i stop the primary server, the backup components switch correctly to primary mode and only the first call is cleared by URS (problem with opening stat on restart).
The next calls are correctly routed to agents targets
Are you sure that the options are correctly matched between URS and his backup. And between StatServer and his backup ?
Otherwise, as René said, can you post your URS logs ?