Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: lekie on March 23, 2009, 02:29:21 AM
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Daer All,
last time I can fix this problem like the step as below but right I cannot I don't know what happened? Have someone face the issue likre this?
Cause: Agent is waiting the call in queue in the long period
1)Try to log-in to another Agent id by using as same extension number and call to Agent
2)Keep the log file of stat server
[b]3)Find Agent id or extension number in log file for checking “current_number” should be “0” in media_type is R if current_number is “-1” that means is the problem [/b]
4)Delect extension number in Switch of your site entension/DNs and add Make new as same other extension number is working
Thank you in advance,
Lekie
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Try looking at the agent in CCPulse. Check the extended view and make sure they are logging in where you think they are.
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In ccpulse I can see the extension and it's avialable.
So, In log file in got the status of media_type is R and current_number = -1
Do you know what does it mean current_number = -1 ?
Thank you in advance,
Lekie
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lekie i have the same problem, one question if u delete and create this dn, the extension can answers calls?
if u find a solution please post it, i am working by my side too
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I deleted it but still cannot call
cheers,
Lekie
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r u able to restart tserver?
reason..maybe tserver is not reading the postion/dn.
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This is usually a problem with the StatServer being used by URS.
If you are using CCPulse, make sure that you are connected to the same statserver as CCPulse.
I've found in the past a restart of StatServer clears the issue.
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Daer All,
Thank you for your advice but i think I am not able to restart Stat server
because I got a extension cannot recieve a call but there are 400 extensions.
How can I tell my customer to restart?
Best regard,
Lekie
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Not at all.
StatServer receives the monitor start event from TServer, so lets start here. Delete the DN, and recreate and associate to the place.
Check Tserver logs for this recreation action, you should see the startmonitor event.
Then See StatServer and see what it reports.
Now, if everything is ok, try to do some actions at the extension (hookup, ring, callout, etc) verify Statserver is monitoring your extension, by the way be sure to monitor the StatServer that you are using in your strategies, normally reporting Statserver is a different one from URS.
Now, loggin an agent, check TServer events, check Statserver events and now URS events. You will see the agentlogin action in all of them and ready to receive interactions from URS.
In CCPulse now you should be able to see the agent logged in, but be sure for this time only to select as STatserver the one that URS uses and create a workspace with only your DN and agent involved here.
Check the agent extended monitoring status and you should see that he is logged into the correct DN.
Now create a strategy that only sends the call to this agent, what does URS, Statserver and TServer logs say?
If you find any trouble post the logs here with ConnID and called/Calling extension involved and what you have done and where you found the error.
Regards
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hi lekie if u just delete and create the dn and it is still having problem maybe tserver is not considering it. When u restart tserver u can find inlogs all the positions/dn that tserver is reading.
If i were u i would restart it but in a non-produccion time. if u dont get results u must review specific points, strategies, skills, etc...........
hope it helps u.
if u find the solution please post it!
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[quote author=cavagnaro link=topic=4003.msg17607#msg17607 date=1237925902]
In CCPulse now you should be able to see the agent logged in, but be sure for this time only to select as STatserver the one that URS uses and create a workspace with only your DN and agent involved here.
Check the agent extended monitoring status and you should see that he is logged into the correct DN.
[/quote]
This is exactly what I was talking about. Log the agent in, then right click on the AGENT (not the DN) and check the extended status in CCPulse.
Make sure the place you have created and the DN associated with it are showing in the "monitor extended status" section of CCPulse.
Ensure CCPulse is looking at the correct Statserver as well.
Personally, I suspect that you are not logging the agent in correctly - ie no place, the place is wrong (ie logging you in somewhere you were not expecting), or your agent desktop is misconfigured somehow. Second, if those are ok, then perhaps your statserver has dropped its connection to config server/proxy and is not getting new updates. This can be checked in logs easily enough however.
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[quote author=GenesysNewbie link=topic=4003.msg17610#msg17610 date=1237937602]
hi lekie if u just delete and create the dn and it is still having problem maybe tserver is not considering it.
[/quote]
And why would this happen? Telling this you assume configserv is not propagating the events correctly, doesn't make sense with the problem described.
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lekie did u solve the problem?
LEt me know, i have a similar issue, but in my case when delete/creating teh DN the agent starts to receive calls.
Please post ur findings.
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Newbie - you probably had issues with CME pushing out data to your tserver/statserver and either yoru TServer or statserver were not registering properly.
Recreating the DN can in some cases fix this.
There are also issues when you create a DN in Genesys before it is created on the switch (as genesys fails to register the DN then wont try to register it again)
:)
But yes, lekie if you figured it out, let us know so that others may benefit from your findings!!
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check the tserver startup log to see if the DNs are re-registered successfully.
also, there is an option in the tserver ( depends on what switch u ve ) called 'set-discovery' = true/false ). When it is set to true, it requires an ack from switch when u delete a dn. therefore, when u deleted the dn and for whatever reason, tserver didnt have some sort of ack.. its DBID 'maybe' still in the cfg db. Then, when u add it back, tserver might think it is an invalid add as it already in its cfg db ( but it s not ), so then u cant route the call there.... normally, when u bounce the tserver, it will get back in sync.
again, just a possibility...... the others said about statserver issue mentioned earlier maybe true too.
Cheers
Steve
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The question is, why is the URS not able to route to that DN?
Does it see that DN where the agent is logged in? if it sees, what status does it see?
Any errors trying to route to it?
You should see those in the URS logs.
Then based on it you should figure out whats on the Statserver or the TServer side.
S
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Err...guys, have you noted the guy is not answering anymore? I propose to stop the brainstorm and let him answer something or at least if his problem was solved.
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thank u both kowari . swan i really apreciate ur help.
about the parameter, could u point please aditional information? .... The switch i s avaya.
I can say that every tiem(100% oof teh time) i have thsi issue i can solve it by deleting, creating again the DN.
on logs i can see the value -1 that lekie mentioned in earlier posts.
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I cannot find this option 'set-discovery' in TServer
Cheers,
Lekie
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My switch is alcatel 4400
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so sorry to reply late and the importance thing I am a girl not a boy
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:-X ups. hehe. We need a gender option somewhere ;)
Alcatel ok.
Are you using capacity rules? If so, how is your URS configured about this? Check use_agent_capacity option.
If it is in true and you are not using MCR (email/chat) then it is wrong, you must put in as false.
Try it and let us know.
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does this parameter works for avaya switch?
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lekie, have you looked in CCPulse and confirmed that what you think should be happening IS actually happening?
(Oh and I just give up about the gender thing and let everyone assume I am a guy - its just easier on teh internets to be like that :P)
GenesysNewbie - same with you, did CCPulse show all the right things??
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Kowari, i can see agent logued by CCPulse, i can logged in - out - in - out but this can not solve teh problem, just after re creating DN agent starts to receive calls.
i notice on logs teh DN is with a -1 value---teh same thing lekie pointed before
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ok, it seems to be getting rather serious :-X
Let's start from beginning:
- what is Stat Server version?
- do you have PLACE made for this DN? (just checking)
- in your URS logs, can you see that actually URS is targeting this DN? (URS lists all of the possible DNs that this call can target, is your DN one of them? If not, then chances whoever logins does not have the necessary skill would be my initial guess)
Best regards,
Vic
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FYI
Set the 'use_agent_capacity' paramater to false in URS
(see below for more information).
###########################
URS not routing calls to available agent in voice only enviornment
Problem Description
Calls made to a simple strategy are not being delivered to agents
Strategy targets an Agent Group which contains one agent
This agent is logged in and ready
This is a pure voice enviornment
Products
Routing
Major Release
7.2
7.5
7.6
Impact on Environment
Calls waiting in queue although agents are available
More number of abandoned calls
Troubleshooting Techniques
Collect matching TServer, StatServer and URS logs with problamatic connid
Capacity snapshot shows voice = 0 (non-routable)
If capacity rule not set, check the option use_agent_capacity
From StatServer logs:
2009-01-28 16:18:17> Server: Switch 'SwitchGenesys'->'EventAgentReady'
ThisDN '8394'
Agent LoginID 'T8281'
Extensions
'AgentSessionID' '5MA8CS6OV95DT32O0FS0H96K20011SGV'
2009-01-28 16:18:17> Action: Extension '8394@SwitchGenesys'(WaitForNextCall):
[2009-01-26 13:27:45] Monitored
[2009-01-28 12:10:42] OnHook
[2009-01-28 16:18:10] LoggedIn
[2009-01-28 16:18:17] WaitForNextCall
2009-01-28 16:18:17> Status: Capacity snapshot for place '8394'('Resources'), agent 'T8281'('Resources') (CR='<system default>')
media_state current_number max_number routable
--------------- --------------- --------------- ---------------
[ R -1 1 0 ] <-- voice
From URS logs
16:19:14.432_M_I_006b01a37e2761b8 [17:11] VQ 01490260 first available call: 006b01a37e2761b8, reason=binding
16:19:14.432_M_I_006b01a37e2761b8 [13:03] call (virtual queue 014ab060, id=106309, priority 0, time 1233134354.432) waits for VQ 01490260 (name="") now
16:19:14.432_M_I_006b01a37e2761b8 [17:0e] VQ 01490260 (virtual queue "", id=106309), (1 Targets): SELECT MAX by statistic <StatAgentsAvailable>(random )
_M_I_006b01a37e2761b8 [17:0e] VQ 01490260 Target "T8281"(014922e0): not ready passed
Root Cause
The use_agent_capacity parameter set to true in URS
Solution
Set the 'use_agent_capacity' paramater to false in URS, if MCR is not being used
Related Information
Universal Routing 7.2 Reference Manual -- 10
Last Modified Date: 03-25-2009ID: 10585
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I already told that. Don't see why keep posting here if the original poster doesn't provide any feedback. Lets wait until she answers (if ever does).
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Dear All,
Thank you for all answer.
I already restart stat server so it's working well. ;D
I think it's bug right?
Thank you so much,
Lekie
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No, I don't think it is a bug, something happened that your DN was not considered for routing. The change in URS was no success?
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Should I update the version of stat server?
Best Regard,
Lekie
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What happened to the URS change???
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nothing changed ...
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lekie
the issue u were dealing is solved? or u have new cases?
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I already restart stat server and it's working well but i thinkit just workaround.
I think I should upgrade release stat server
Thank you
Lekie