Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Eugene Khoo on January 01, 1970, 12:00:00 AM

Title: CCPulse call stuck?
Post by: Eugene Khoo on January 01, 1970, 12:00:00 AM

I've one isolated case,happened only once with a customer with CC Pulse.

There was a inbound call, appeared in Current Waiting calls in the VDN queue but it remained stuck for about 2 days until statserver was restarted. The wait time was over 22 hours. I couldn't duplicate this though. I thought the calls would automatically be cleared after something like 10 hours?

Any ideas what happened and how to resolve it without taking statserver down?

Title: CCPulse call stuck?
Post by: scott on January 01, 1970, 12:00:00 AM

I had the same problem but I had to restart statserver also :). Hopefully, somebody has resolved this here.

Title: CCPulse call stuck?
Post by: Vic on January 01, 1970, 12:00:00 AM

What version of stat server are we talking about here?
We had the same problem with 5.1.075 and I do not think we were able to resolve it. The only way we could get rid of the problem is by deleting the statserv.000 file and rebooting the statserver.

Please tell me that the more recent versions are not having the same problem!

Title: CCPulse call stuck?
Post by: Vic on January 01, 1970, 12:00:00 AM

Someone told me once that you can use STATMAN to fix the problem; however, I looked and I looked, and all I could do was reread SCE config and disconnect all the clients... No stats reset function though!( at least not in 5.0.002)

I looked into G6.1 and statman version there is still 5.0.002, so I doubt that it is possible.
Vic

Title: CCPulse call stuck?
Post by: scott on January 01, 1970, 12:00:00 AM

I was using version 6.1 and still, I experienced this problem.

Title: CCPulse call stuck?
Post by: Tony on January 01, 1970, 12:00:00 AM

We've had this problem for a long time. We have been able to successfully reproduce it by interupting the IP connection between the StatServer and the TServer. We did not have this problem when the StatServer and TServer resided on the same server.

So this is usually caused by a network failure in which a message from Tserver to Statserver was lost.

Hope this helps..

Title: CCPulse call stuck?
Post by: Nick on January 01, 1970, 12:00:00 AM

We have experienced the same problem. We believe that the TServer was not receiving a 'call released' event from the Alcatel CSTA and so the call persisted in the stats until StatServer was restarted. This was almost certainly due to network issues. The CSTA does not repeatedly send the event until acknowledged and so if TServer misses it, it is lost for good.

We are currently looking for a way to drop the call without restarting StatServer. Will update if/when we have a solution...

Title: CCPulse call stuck?
Post by: cumi on January 01, 1970, 12:00:00 AM

We also experienced this problem a few times. The solution for this is: ask the Genesys support for their 'unsupported' softphone. You can connect with this tool to TServer and send him e.g. EventDiverted with the ConnID of the stucked call....It helps and you doesn't have to restart servers in production.....

Title: CCPulse call stuck?
Post by: scott on January 01, 1970, 12:00:00 AM

Hi, there. Thanks to Cumi for the info. I have used Cumu advice and I used Dynamic Phone to send an Event Released and it worked :)

Title: CCPulse call stuck?
Post by: Calum on January 01, 1970, 12:00:00 AM

What if you don't have the connid because the logs have not been turned on? Anyother work arounds?

Title: CCPulse call stuck?
Post by: Vic on January 01, 1970, 12:00:00 AM

Well, if you have QINFO table you can fish it out of there.
Or, if you really know what you are doing, you can do it with a statman tool that is enclosed with Stat Server.

Title: CCPulse call stuck?
Post by: Calum on January 01, 1970, 12:00:00 AM

How do you use statman? Where can I get some info...