Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: elwan on November 06, 2008, 05:37:22 AM
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Hi all,
On the router logs, a particular call was delivered to an available agent. But after 15 seconds, there was a message EventRemoteConnectionFailed, the caller then received a disconnected message. Would that call go to the default number llisted on the ISCCAttributeExtensions 'DEFAULT#' ? I tried calling the number listed on the DEFAULT#, but it just went through ok to an agent, i didn't hear any disconnected message (number you are calling is not in service)
Thanks heaps.
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What was the Default number? Was it by any chance an ACD queue on your switch?
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The Default number is not an ACD queue of the switch. It is an NACD queue setup for a default scenario, it is not listed in Config Manager.
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the default number listed in the default destination option listed in the annex tab of the routingpoint (ISCCAttributeLastTransferOriginationDN )
Below is the
ISCCAttributeUpdateRevision 1509229 [0017076d]
ISCCAttributeExtensions
'DEFAULT#' '00292045166'
'CUSTOMER_ID' 'C&C'
'VQ' 'someVQ'
'AGENT' 'someAgent'
'PLACE' 'SomePlaceofDN'
'DN' '158509'
'ACCESS' '158509'
'SWITCH' 'SomeSwitch'
'NVQ' 1
'TARGET' 'someAgentGroup@statserveer.GA'
ISCCAttributeConnID 0649018fa72d6954
ISCCAttributeOriginationDN '0386614501'
ISCCAttributeReferenceID 124597103 [076d336f]
ISCCAttributeDestinationDN '158509'
ISCCAttributeCallDataXferType RouteNoToken
ISCCAttributeLastTransferHomeLocation 'ivr_tserver@ivrswitch'
ISCCAttributeLastTransferConnID 0649018fa72d6954
ISCCAttributeLastTransferOriginationDN '0386614501'
ISCCAttributeFirstTransferHomeLocation 'network_tserver@networkSwitch'
ISCCAttributeFirstTransferConnID 0649018fa72d6954
ISCCAttributeFirstTransferOriginationDN 'servicenumber'
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Sounds like a ISCC timeout (possibly from your external route points being busy). What was the time between the ISCC Route Request and the ISCC timeout? Check the TServer option under extrouter -> request-tout. If this is 10 seconds, and your request-timeout events were 10 seconds appart you may need to look at configuring additional external route points, or changing the TServer setting to something larget.
From a data/targeting perspective, the agent will be found, selected and reserved, however the voice path will be unable to be paired. Not 100% sure this is your issue, but something worth looking into.
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The agents sitting on SomeSwitch are outsourced to another country. SomeSwitch is an Avaya Switch, all other switches are Nortel.
Would it be a network latency or the ports running out perhaps, that's why it's timing out?
Request-timeout is 15 secs on the tserver, the route request and timeout is 15 secs.
Thank you very much.
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Network latency will only effect your data segment of the call. I assume you are using a PSTN transfer connect (vs. Tie lines)? 15 seconds should be suffice for your tout setting, so I would recommend configuring additional external route points to handle to load.
Once a remote agent is selected, your external route points will be reserved for 15 seconds while waiting for a call, if your calls take 10-15 seconds to arrive you could easily use all availble external route points.