Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: arunkumar on November 07, 2008, 08:16:25 AM
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Dear all,
I would like to know how to check wether the call is been disconnected from the aget desktop or by the customer (thirdparty).
please help me out in solving this.
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When there are sip server , you watch by of sip method from Agent or the customer.
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[quote author=arunkumar link=topic=3517.msg14938#msg14938 date=1226045785]
Dear all,
I would like to know how to check wether the call is been disconnected from the aget desktop or by the customer (thirdparty).
please help me out in solving this.
[/quote]
i can able to view in the log ,plz can you suggest me how to get in the report as total number of call disconnected by agent & customer
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It is defficalt to get report.
Then the Batch Filer or script extract T-server logs. you make data format.
I have no good idea.
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If using call concentrator then view SCDR
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Hi,
What agent desktop application is used by the agents? If you can customize that application then you can attach some key-value pair to an interaction in case an agent clicks on "Disconnect" button during the call.
R.
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HI natlonehat,
yes i have call concentrator in our environment, Can you guide in which table we can get this details.
Thanks in advance.
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Hope that helps!
:)
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hi natlonehat,
can you tell me where i can get get doc.
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I would look at EventDisconnect and find "ThisDN".
If ThisDN is agent's DN then agent DN is disconnecting, right?
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CTIgem,
I've never heard about the message "EventDisconnect" :o and it isn't described in any document. Could you please post here TServer log showing that event? What does that event means?
IMHO Usually it isn't possible to detect what party released the call from events as switch doesn't include that information in CTI messages. I tried to implement such detection on Avaya switch in the past and we finished with modification of agent desktop application - once agent clicked "Release call" button during call the application attached specific key-value pair to the call so we were able to filter such calls.
R.
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Hum on Alcatel TServer you have a PBX message which helps to determinate who started that event. Will be helpful if you can post some logs or tell us your PBX branch
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Cavagnaro,
May I ask you to post here logs of TServer for Alcatel showing scenarios when call was disconnected by agent/customer? I didn't know it's possible on Alcatel.
Thanks
René
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You are right! Switch doesn't say which party is initiating disconnect.
I was refering to "disconnect" status change from switch message.
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Sure, I will enable Debug at some customer, recollect and post.
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hi natlonehat
can you send me the document of call concenter to my email id uday.arunkumar@gmail.com
thanks in advance
arun
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hi cavagnaro, CTIgem others,
from the t-Server log i can able to see wether the call is been disconnected from the agent or the customer. with the event name. Request release call
can anyone guide me how to take this as a report as for each and every call we will not be in a position to check the log for this purpose.
regards,
arun kumar.u
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I'm very interested to see part of the log where it disconnects.
As reporting goes, if you are able to see some kind of Tserver Event, then you can use Genesys utility "ts2db -x *.log list.xls" to save all the events in excel then sort it however you want.
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Ok here it goes:
In this first case the call was released from the remote side:
There is an incoming data from the switch at first place,
[code]
-AP[23]->-472 @21:03:02.3000
-Ap[23]-<-472 @21:03:02.3790
[b]@21:03:07.847 DataFromSwitch 96 bytes[/b]
0000-000f: a1 5e 02 02 3e 1b 02 01-15 30 55 55 04 01 17 88 |.^..>....0UU....|
0010-001f: 01 a0 24 a2 22 30 20 6b-0a 82 02 23 48 83 04 01 |..$."0 k...#H...|
0020-002f: d1 01 04 63 0c 82 0a 30-39 39 33 35 31 34 32 33 |...c...099351423|
0030-003f: 33 4e 01 03 0a 01 30 7e-27 a0 0f 17 0d 30 38 31 |3N....0~'....081|
0040-004f: 31 31 37 32 31 30 39 31-30 5a a1 14 30 12 06 06 |117210910Z..0...|
0050-005f: 2b 0c 89 36 84 09 04 08-98 23 22 49 48 23 01 00 |+..6.....#"IH#..|
11/17/08@21:03:07.847 RECEIVED: 96 bytes
aPDU-rose invoke { -- SEQUENCE --
invokeID 15899,
operationValue 21,
argument { -- SEQUENCE --
crossRefIdentifier '01178801'H -- "..ˆ." --,
eventSpecificInfo callEvent connectionClearedEvent { -- SEQUENCE --
droppedConnection { -- SEQUENCE --
call '2348'H -- "#H" --,
device dynamicID '01d10104'H -- "...." --
},
releasingDevice deviceIdentifier implicitPublic '30393933353134323333'H -- "0993514233" --,
localConnectionInfo 3,
cause 48
},
extensions { -- SEQUENCE --
security { -- SEQUENCE --
timeStamp '3038313131373231303931305a'H -- "081117210910Z" --
},
privateData { -- SEQUENCE/SET OF --
privateData { -- SEQUENCE --
manufacturer {1 3 12 1206 521},
'9823224948230100'H -- "˜#"IH#.." --
}
}
}
}
}
[b]cstaSwitchingEventDecode: ConnectionCleared event in progress[/b]
+++ Evt::ConnectionCleared +++
*** Transaction Info:
Type/Oper. : 1 - 3 <Event : ConnectionCleared>
crossRef : 1178801
ConnId[0] : (2348-1d1)-<(Trunk)>
LocalDev[0]: 0993514233 (Public)
Cause : 48 <NormalClearing>
LocalInfo : 3 <Connected>
TimeStamp : <081117210910Z>
*** PrivateList has 1 elements:
PData : Global CallID : 9823224948230100
refDev <597061> (cref = '1178801')
normal release on <0993514233>
Party::Release: for <2348:2348:0993514233/established/Ok> with cause (NormalClearing[48])
Party::commit::deleted[1]: for <2348:2348:0993514233/released> with cause/rel (0:0)
--- Evt::ConnectionCleared ---
link (link-tcp) S->H: (0[4 / 0] requests pending)
[b]@21:03:07.972 DataFromSwitch 92 bytes[/b]
0000-000f: a1 5a 02 02 3e 1d 02 01-15 30 51 55 04 01 17 88 |.Z..>....0QU....|
0010-001f: 01 a0 20 a2 1e 30 1c 6b-0a 82 02 23 48 83 04 05 |.. ..0.k...#H...|
0020-002f: 0e 01 00 63 08 84 06 35-39 37 30 36 31 4e 01 00 |...c...597061N..|
0030-003f: 0a 01 30 7e 27 a0 0f 17-0d 30 38 31 31 31 37 32 |..0~'....0811172|
0040-004f: 31 30 39 31 30 5a a1 14-30 12 06 06 2b 0c 89 36 |10910Z..0...+..6|
0050-005b: 84 09 04 08 98 23 22 49-48 23 01 00 |.....#"IH#.. |
11/17/08@21:03:07.972 RECEIVED: 92 bytes
aPDU-rose invoke { -- SEQUENCE --
invokeID 15901,
operationValue 21,
argument { -- SEQUENCE --
crossRefIdentifier '01178801'H -- "..ˆ." --,
eventSpecificInfo callEvent connectionClearedEvent { -- SEQUENCE --
droppedConnection { -- SEQUENCE --
call '2348'H -- "#H" --,
device dynamicID '050e0100'H -- "...." --
},
releasingDevice deviceIdentifier implicitPrivate '353937303631'H -- "597061" --,
localConnectionInfo 0,
cause 48
},
extensions { -- SEQUENCE --
security { -- SEQUENCE --
timeStamp '3038313131373231303931305a'H -- "081117210910Z" --
},
privateData { -- SEQUENCE/SET OF --
privateData { -- SEQUENCE --
manufacturer {1 3 12 1206 521},
'9823224948230100'H -- "˜#"IH#.." --
}
}
}
}
}
cstaSwitchingEventDecode: ConnectionCleared event in progress
+++ Evt::ConnectionCleared +++
*** Transaction Info:
Type/Oper. : 1 - 3 <Event : ConnectionCleared>
crossRef : 1178801
ConnId[0] : (2348-50e)-<(Unknown)>
LocalDev[0]: 597061 (Private)
Cause : 48 <NormalClearing>
TimeStamp : <081117210910Z>
*** PrivateList has 1 elements:
PData : Global CallID : 9823224948230100
refDev <597061> (cref = '1178801')
normal release on <597061>
PartyDN::Release: for <2348:2348:5061/established/Ok> with cause (NormalClearing[48])
PartyDN::commit::deleted[1]: for <2348:2348:5061/released> with cause/rel (0:0)
[b]@21:03:07.9720 [0] 7.5.001.05 distribute_event: message EventReleased[/b]
AttributeEventSequenceNumber 0000000000000284
AttributeTimeinuSecs 972000
AttributeTimeinSecs 1226973787 (21:03:07)
AttributeThisDN '5061'
AttributeExtensions [82] 00 03 00 00..
'GCTI_SUB_THIS_DN' '597061'
'GCTI_BUSINESS_CALL' 0
'GCTI_GLOB_CID' bin: 98 23 22 49.. (len=8)
AttributeNetworkCallID 9823224948230100
AttributeCustomerID 'Resources'
AttributeDNIS '0993514233'
AttributeUserData [2] 00 00..
AttributeCallUUID '40H4N2L9911EFCVCE2RARN6LN4000001'
AttributeConnID 007001a1bc12e001
AttributeCallID 9032
AttributeCallType 3
AttributeCallState 0
AttributeThisTrunk 1294
AttributeThisDNRole 1
AttributeAgentID '597061'
AttributeOtherTrunk 262609
AttributeOtherDNRole 2
AttributeOtherDN '0993514233'
[b]21:03:07.972 Int 04544 Interaction message "EventReleased" generated[/b]
21:03:07.972 Trc 04542 EventReleased sent to [460] (00000009 Genesys_Desktop_760 192.168.90.45:3179)
21:03:07.972 Trc 04542 EventReleased sent to [472] (0000000a CTIManager 192.168.50.200:4494)
21:03:07.972 Trc 04542 EventReleased sent to [448] (00000008 StatServer 192.168.90.45:3171)
21:03:07.972 Trc 04542 EventReleased sent to [436] (00000007 StatServerURS 192.168.90.45:3168)
21:03:07.972 Trc 04542 EventReleased sent to [424] (00000006 StatServerReporting 192.168.90.45:3167)
21:03:07.972 Trc 04542 EventReleased sent to [412] (00000005 StatServerGAD 192.168.90.45:3166)
21:03:07.972 Trc 20021 Call 007001a1bc12e001 cleared with TReliabilityOk
PartyDN: <2348:2348:5061> removed, state = (0-4)
Party: <2348:2348:0993514233> removed, state = (0-4)
@21:03:07.9720 [0] 7.5.001.05 distribute_event: message EventReleased
AttributeEventSequenceNumber 0000000000000285
AttributeTimeinuSecs 972000
AttributeTimeinSecs 1226973787 (21:03:07)
AttributeCustomerID 'Resources'
AttributeDNIS '0993514233'
AttributeUserData [2] 00 00..
AttributeCallUUID '40H4N2L9911EFCVCE2RARN6LN4000001'
AttributeConnID 007001a1bc12e001
AttributeCallID 9032
AttributeCallType 3
AttributeThisDN 'SwitchA4400::'
21:03:07.972 Int 04544 Interaction message "EventReleased" generated
21:03:07.972 Trc 04542 EventReleased sent to [448] (00000008 StatServer 192.168.90.45:3171)
21:03:07.972 Trc 04542 EventReleased sent to [436] (00000007 StatServerURS 192.168.90.45:3168)
21:03:07.972 Trc 04542 EventReleased sent to [424] (00000006 StatServerReporting 192.168.90.45:3167)
21:03:07.972 Trc 04542 EventReleased sent to [412] (00000005 StatServerGAD 192.168.90.45:3166)
TmCall::deleted(1:0): for <3:2348:0> with rel (0)
Call::~Call: (2348:2348:0:0) deleted
@21:03:07.9720 {tscp.call {destructed} {uuid 40H4N2L9911EFCVCE2RARN6LN4000001} {connection-id 007001a1bc12e001} {call-id 9032}}
@21:03:07.9720 [0] 7.5.001.05 distribute_event: message EventOnHook
AttributeEventSequenceNumber 0000000000000286
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 972000
AttributeTimeinSecs 1226973787 (21:03:07)
AttributeAgentID '597061'
AttributeThisDN '5061'
21:03:07.972 Int 04544 Interaction message "EventOnHook" generated
21:03:07.972 Trc 04542 EventOnHook sent to [460] (00000009 Genesys_Desktop_760 192.168.90.45:3179)
21:03:07.972 Trc 04542 EventOnHook sent to [472] (0000000a CTIManager 192.168.50.200:4494)
21:03:07.972 Trc 04542 EventOnHook sent to [448] (00000008 StatServer 192.168.90.45:3171)
21:03:07.972 Trc 04542 EventOnHook sent to [436] (00000007 StatServerURS 192.168.90.45:3168)
21:03:07.972 Trc 04542 EventOnHook sent to [424] (00000006 StatServerReporting 192.168.90.45:3167)
21:03:07.972 Trc 04542 EventOnHook sent to [412] (00000005 StatServerGAD 192.168.90.45:3166)
--- Evt::ConnectionCleared ---
link (link-tcp) S->H: (0[4 / 0] requests pending)
[/code]
and now compare to this one which was cleared from GAD which starts with a RequestReleaseCall and then sends the request to the link:
[code]
21:04:49.365 Trc 04541 RequestReleaseCall received from [460] (00000009 Genesys_Desktop_760 192.168.90.45:3179)
message RequestReleaseCall
AttributeConnID 007001a1bc12e002
AttributeExtensions [2] 00 00..
AttributeReferenceID 12
AttributeReason [2] 00 00..
AttributeThisDN '5061'
21:04:49.365 Int 04543 Interaction message "RequestReleaseCall" received from 460 ("Genesys_Desktop_760")
11/17/08@21:04:49.365 +++ RqHandler::RequestReleaseCall +++
got message from client <9>
device <5061> is replaced by <597061>
[597061/597061]: check device for 'RequestReleaseCall'
*** Transaction Info:
Type/Oper. : 5 - 5 <Request : ClearConnection>
hostRef : d8
ConnId[0] : (2349-50e)-<(Unknown)>
SubjDev[0] : 597061 (Private)
LocalDev[0]: 597061 (Unknown)
userInfo : 9, 12
@21:04:49.365 DataToSwitch 21 bytes
0000-000f: a1 13 02 02 00 d8 02 01-05 6b 0a 82 02 23 49 83 |.........k...#I.|
0010-0014: 04 05 0e 01 00 - |..... |
invoke { -- SEQUENCE --
invokeID 216,
operationValue 5,
argument callId { -- SEQUENCE --
call '2349'H -- "#I" --,
device dynamicID '050e0100'H -- "...." --
}
}
lnk> (link_write) link 1(link-tcp), 23 bytes
H->S 23 bytes send, invoke id 216 (xd8), 0[5] requests pending
--- RqHandler::RequestReleaseCall ---
@21:04:49.412 DataFromSwitch 35 bytes
0000-000f: a2 21 02 02 00 d8 30 1b-02 01 05 7e 16 a1 14 30 |.!....0....~...0|
0010-001f: 12 06 06 2b 0c 89 36 84-09 04 08 0b 24 22 49 49 |...+..6.....$"II|
0020-0022: 23 01 00 - |#.. |
11/17/08@21:04:49.412 RECEIVED: 35 bytes
aPDU-rose retResult { -- SEQUENCE --
invokeID 216,
{ -- SEQUENCE --
operationValue 5,
result extensions { -- SEQUENCE --
privateData { -- SEQUENCE/SET OF --
privateData { -- SEQUENCE --
manufacturer {1 3 12 1206 521},
'0b24224949230100'H -- " $"II#.." --
}
}
}
}
}
+++ Resp::ClearConnection +++
*** Transaction Info:
Type/Oper. : 2 - 5 <Result : ClearConnection>
hostRef : d8
*** PrivateList has 1 elements:
PData : Global CallID : 0b24224949230100
[597061]: event received, for <RequestReleaseCall:9:12:496:1>
PartyDN[2349:2349:5061]::SetContext: ref <12:496>
--- Resp::ClearConnection ---
link (link-tcp) S->H: (0[5 / 0] requests pending)
@21:04:49.646 DataFromSwitch 92 bytes
0000-000f: a1 5a 02 02 3e 2d 02 01-15 30 51 55 04 01 17 88 |.Z..>-...0QU....|
0010-001f: 01 a0 20 a2 1e 30 1c 6b-0a 82 02 23 49 83 04 05 |.. ..0.k...#I...|
0020-002f: 0e 01 00 63 08 84 06 35-39 37 30 36 31 4e 01 00 |...c...597061N..|
0030-003f: 0a 01 30 7e 27 a0 0f 17-0d 30 38 31 31 31 37 32 |..0~'....0811172|
0040-004f: 31 31 30 35 31 5a a1 14-30 12 06 06 2b 0c 89 36 |11051Z..0...+..6|
0050-005b: 84 09 04 08 0b 24 22 49-49 23 01 00 |.....$"II#.. |
11/17/08@21:04:49.646 RECEIVED: 92 bytes
aPDU-rose invoke { -- SEQUENCE --
invokeID 15917,
operationValue 21,
argument { -- SEQUENCE --
crossRefIdentifier '01178801'H -- "..ˆ." --,
eventSpecificInfo callEvent connectionClearedEvent { -- SEQUENCE --
droppedConnection { -- SEQUENCE --
call '2349'H -- "#I" --,
device dynamicID '050e0100'H -- "...." --
},
releasingDevice deviceIdentifier implicitPrivate '353937303631'H -- "597061" --,
localConnectionInfo 0,
cause 48
},
extensions { -- SEQUENCE --
security { -- SEQUENCE --
timeStamp '3038313131373231313035315a'H -- "081117211051Z" --
},
privateData { -- SEQUENCE/SET OF --
privateData { -- SEQUENCE --
manufacturer {1 3 12 1206 521},
'0b24224949230100'H -- " $"II#.." --
}
}
}
}
}
cstaSwitchingEventDecode: ConnectionCleared event in progress
+++ Evt::ConnectionCleared +++
*** Transaction Info:
Type/Oper. : 1 - 3 <Event : ConnectionCleared>
crossRef : 1178801
ConnId[0] : (2349-50e)-<(Unknown)>
LocalDev[0]: 597061 (Private)
Cause : 48 <NormalClearing>
TimeStamp : <081117211051Z>
*** PrivateList has 1 elements:
PData : Global CallID : 0b24224949230100
refDev <597061> (cref = '1178801')
normal release on <597061>
PartyDN::Release: for <2349:2349:5061/established/Ok> with cause (NormalClearing[48])
PartyDN::commit::deleted[1]: for <2349:2349:5061/released> with cause/rel (0:0)
TmRequest::RequestReleaseCall::Add2Msg: context (9:12:496) is matched to [EventReleased], keep=0
@21:04:49.6460 [0] 7.5.001.05 distribute_response: message EventReleased
AttributeEventSequenceNumber 000000000000028b
AttributeTimeinuSecs 646000
AttributeTimeinSecs 1226973889 (21:04:49)
AttributeReason [2] 00 00..
AttributeReferenceID 12
AttributeThisDN '5061'
AttributeExtensions [82] 00 03 00 00..
'GCTI_SUB_THIS_DN' '597061'
'GCTI_BUSINESS_CALL' 0
'GCTI_GLOB_CID' bin: 0B 24 22 49.. (len=8)
AttributeNetworkCallID 0b24224949230100
AttributeCustomerID 'Resources'
AttributeDNIS '0993514233'
AttributeUserData [2] 00 00..
AttributeCallUUID '40H4N2L9911EFCVCE2RARN6LN4000004'
AttributeConnID 007001a1bc12e002
AttributeCallID 9033
AttributeCallType 3
AttributeCallState 0
AttributeThisTrunk 1294
AttributeThisDNRole 1
AttributeAgentID '597061'
AttributeOtherTrunk 262608
AttributeOtherDNRole 2
AttributeOtherDN '0993514233'
21:04:49.646 Int 04544 Interaction message "EventReleased" generated
21:04:49.646 Trc 04542 EventReleased sent to [460] (00000009 Genesys_Desktop_760 192.168.90.45:3179)
21:04:49.646 Trc 04542 EventReleased sent to [472] (0000000a CTIManager 192.168.50.200:4494)
21:04:49.646 Trc 04542 EventReleased sent to [448] (00000008 StatServer 192.168.90.45:3171)
21:04:49.646 Trc 04542 EventReleased sent to [436] (00000007 StatServerURS 192.168.90.45:3168)
21:04:49.646 Trc 04542 EventReleased sent to [424] (00000006 StatServerReporting 192.168.90.45:3167)
21:04:49.646 Trc 04542 EventReleased sent to [412] (00000005 StatServerGAD 192.168.90.45:3166)
context is reset
CallList::Delete: call (3:2349:2) to be deleted
Party::Release: for <2349:2349:0993514233/established/Ok> with cause (Failed[57])
Party::commit::deleted[1]: for <2349:2349:0993514233/released> with cause/rel (0:0)
PartyDN: <2349:2349:5061> removed, state = (0-4)
Party: <2349:2349:0993514233> removed, state = (0-4)
@21:04:49.6460 [0] 7.5.001.05 distribute_event: message EventOnHook
AttributeEventSequenceNumber 000000000000028c
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 646000
AttributeTimeinSecs 1226973889 (21:04:49)
AttributeAgentID '597061'
AttributeThisDN '5061'
21:04:49.646 Int 04544 Interaction message "EventOnHook" generated
21:04:49.646 Trc 04542 EventOnHook sent to [460] (00000009 Genesys_Desktop_760 192.168.90.45:3179)
21:04:49.646 Trc 04542 EventOnHook sent to [472] (0000000a CTIManager 192.168.50.200:4494)
21:04:49.646 Trc 04542 EventOnHook sent to [448] (00000008 StatServer 192.168.90.45:3171)
21:04:49.646 Trc 04542 EventOnHook sent to [436] (00000007 StatServerURS 192.168.90.45:3168)
21:04:49.646 Trc 04542 EventOnHook sent to [424] (00000006 StatServerReporting 192.168.90.45:3167)
21:04:49.646 Trc 04542 EventOnHook sent to [412] (00000005 StatServerGAD 192.168.90.45:3166)
--- Evt::ConnectionCleared ---
link (link-tcp) S->H: (0[4 / 0] requests pending)
[/code]
It is not perfect and complicated but it has helped me a couple of times, of course, I only do this job when situtation is VEEEEERY urgent to determine who cut the call...
I'm not perfect and any observations are welcome. This is my scenario and can't say if will work if agent hangs up from handset (hardphone) directly.
Hopefully this will satisfy you CTIGem...and René :D
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Hi Cavagnaro,
Unfortunately, there was a misunderstanding of my request... I thought you know a way how to determine "who released the call" from TServer events. I know it's possible from TServer logs but that way isn't suitable for reporting purposes. Especially on a system TServer generates one 20MB log in 7 seconds :o
Anyway, thanks for logs.
R.
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:-X So true. Yes I misunderstood your requirement...sorry.