Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Vincent on April 29, 2009, 02:51:15 PM

Title: Place out of service
Post by: Vincent on April 29, 2009, 02:51:15 PM

In one of the call centres quite a lot of agents are getting out of service messages in their agent desktop application. I was looking through the AIL (which i'm quickly trying to read up on as i don't have a development background) logs and see the following happening, which ultimately ends in the message to the agent that his place is out of service. They then have to restart their desktop application. If i look in the T-Server logs i don't see the EventServerDisconnected around the same times, so i don't understand where this is coming from.

Can someone enlighten me on where to look exactly so i can further investigate this problem?

27 04 08:35:47:776 [          Thread-26] INFO  cation.ServerProcess  waitForClient->serverSocket.accept()...
27 04 08:35:57:870 [          Thread-189] INFO              Ail.ADDP  ADDP: closing port 1116 - timed out (60000 msec), remote socket [1356]
27 04 08:35:57:870 [        lThread:3000] INFO              Ail.ADDP  (addp-dispose)
27 04 08:35:58:042 [          Thread-190] INFO              Ail.ADDP  ADDP: closing port 1115 - timed out (60000 msec), remote socket [1476]
27 04 08:35:58:042 [        lThread:3000] INFO              Ail.ADDP  (addp-dispose)
27 04 08:35:58:042 [        lThread:3000] INFO  t.TServer_prim  Received  EventServerDisconnected
27 04 08:35:58:042 [        lThread:3000] DEBUG            Ail.Queue  TServer_prim: Scheduling the publication of EventServerDisconnected (16961017)
27 04 08:35:58:042 [  TServer_prim] DEBUG            Ail.Queue  Starting  EventServerDisconnected (16961017)  (Time in queue: 0 ms)
27 04 08:35:58:042 [  TServer_prim] INFO  t.TServer_prim  Processing EventServerDisconnected
27 04 08:35:58:042 [  TServer_prim] DEBUG t.TServer_prim  FindWaiter 51 null
27 04 08:35:58:042 [  TServer_prim] DEBUG t.TServer_prim  Did not find a waiter for 51 null
27 04 08:35:58:104 [  TServer_prim] INFO  t.TServer_prim  Done with  EventServerDisconnected
27 04 08:35:58:104 [  TServer_prim] DEBUG            Ail.Queue  Done with EventServerDisconnected (16961017)  (Processing time: 62 ms)
27 04 08:35:58:120 [TServer_prim *] DEBUG      Ail.NamedQueue  Starting ServerDisconnected (15066473).
27 04 08:35:58:120 [TServer_prim *] DEBUG Ail.ListenerExecutor  TelephonyService: Notifies event Telephony TServer_prim is Off for 2 listeners.
27 04 08:35:58:120 [TServer_prim *] DEBUG            Ail.Queue  Publisher: Scheduling the publication of (20472158)
27 04 08:35:58:120 [TServer_prim *] DEBUG      Ail.AbstractDn  Dn has been unregistered. [person ID011532, dn 68@Aspect]
27 04 08:35:58:120 [TServer_prim *] DEBUG              Ail.Dn  Status is now out of service, Workmode is null. [person ID011532, dn 68@Aspect]
27 04 08:35:58:120 [TServer_prim *] DEBUG Ail.ListenerExecutor  Dn 68@Aspect: Notifies event DnEvent for 1 listeners.
27 04 08:35:58:120 [TServer_prim *] DEBUG            Ail.Queue  Publisher: Scheduling the publication of (8424967)
27 04 08:35:58:120 [TServer_prim *] DEBUG      Ail.NamedQueue  Done with ServerDisconnected (15066473).
27 04 08:35:58:136 [          Publisher] DEBUG            Ail.Queue  Starting  (20472158)  (Time in queue: 16 ms)
27 04 08:35:58:136 [          Publisher] INFO  genesys.GenesysAgent  Telephony-serviceStatusChanged...
27 04 08:35:58:136 [          Publisher] INFO  genesys.GenesysAgent  no reconnectAfterOutOfService
27 04 08:35:58:136 [          Publisher] INFO  genesys.GenesysAgent  Telephony-serviceStatusChanged. OK.

Title: Re: Place out of service
Post by: SisB on April 29, 2009, 09:09:49 PM

Do you have T-Server logs?

Title: Re: Place out of service
Post by: catanirex on April 30, 2009, 06:56:23 AM

How is the ADDP connection to Tserver set up on Agent Desktop application?

It looks like you need to increase those values. 20/40 or 60/90 maybe?

Title: Re: Place out of service
Post by: Vincent on May 04, 2009, 05:38:15 AM

I will check out the ADDP settings as this doesn't seem to happen on all sites.

Current ADDP settings for T-Server that i see back in the logs are 60/120. Should i increase it to 90/120?

Title: Re: Place out of service
Post by: Lorenzo on May 04, 2009, 10:21:25 AM

EventDNOutOfService sometimes happen when thre is a disconnection from phones to the PBX.
If a phone is unplugged, you will get this error message, for example.
Which kind of PBX do you have and in which version ?
Are the phones connected via IP to the PBX ?

Title: Re: Place out of service
Post by: Vincent on May 04, 2009, 12:06:49 PM

Currently i see in the logfiles that the request is sent out, but within a minute no response comes back. So it seems to be ADDP related, so i will now investigate on possible network issues causing this.