Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: kjanev on July 17, 2008, 11:52:32 AM

Title: Delay of displaying attach data on softphone
Post by: kjanev on July 17, 2008, 11:52:32 AM

Hi all, I have a strange problem with displaying attach data on softphone. The voice signal is coming to agent handsets properly and there is no problem with the conversations, but there is a delay of displaying AD on the softphone. ??? The delay is between 3 - 40 seconds. This is the case not only when the call is received direct from the client, but with the consults and transfered calls also.
[b]PBX - AVAYA 8720
IVR - IBM WebSphere Voice Responce for AIX v.4.2
Genesys - 7.2
Softphone - third party[/b]
That happens twice for the last month and never before that. No changes of configuration were made during this period. Restart of Routing and T-Server do not help ::). Only restart of the whole Genesys environment is resolution. Any ideas and suggestions will be helpful. 10x in advance guys. :)

Title: Re: Delay of displaying attach data on softphone
Post by: cavagnaro on July 17, 2008, 04:49:39 PM

What is AD? Agent Desktop? are you using GAD then? All sounds to me like a network problem or if using GAD a delay on the Apache/Tomcat, I had a similar issue and had to move the server from remote location to a nearest node...no explanation possible...

Title: Re: Delay of displaying attach data on softphone
Post by: kjanev on July 18, 2008, 12:12:53 PM

Hi cavagnaro, sry for AD - in this case I mean attach data. We are using third party softphone. We shall double check for nets issues. 10x for suggestion.

Title: Re: Delay of displaying attach data on softphone
Post by: CTIgem on July 18, 2008, 04:37:45 PM

Check your network.
Make sure switch port is to 100Mb/Full dup and whole genesys environment including agent desktop is matched.
Or whatever the speed and dup is set to. just make sure it is same all the way.

Title: Re: Delay of displaying attach data on softphone
Post by: Macca on July 21, 2008, 04:38:40 AM

More than likely this is a network issue but have you looked at how the softphone deals with attached data?
What event does the softphone use to recieve and display attached data : i.e. Event Ringing / Event Esthablished?
Also what event structure is used to deliver the call to the user...is there any chance that the calls arrive to the agent desktop as some form of a Consult Call, there are Genesys settings that control how attached data is displayed in these circumstances.

Title: Re: Delay of displaying attach data on softphone
Post by: kjanev on July 21, 2008, 02:49:58 PM

Well, we did not see anything unusual in the log files - I`m talking about a logs for an 80 minutes. We analyzed them via Kazimir and compared them with the logs from the day after the problem appeared for the second time. And as I said there where nothing unusual. After restarting the hole environment, the problem disappeared.

Title: Re: Delay of displaying attach data on softphone
Post by: René on July 21, 2008, 03:15:54 PM

kjanev,

Could you tell us more about third-part softphone? Is is thick (Windows) or web-based application? Do you know what Genesys SDK was used for the development?

You can find in TServer log information when TServer sent particular event to your application. Is there any difference (like time gap) between "problem" and "ok" logs?

R.