Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: kevin on October 30, 2009, 03:15:33 PM

Title: calls with 2 connids
Post by: kevin on October 30, 2009, 03:15:33 PM

hi all,

I have this prod issue. There are few calls behaving this way. Call comes in with one connid (00f201bdf2b7d87d) and then on IVR port (65610) when its gettting xfered to CDN (60606) gets released and new connid ( 00f201bdf2b7d891) is created. The call with new connid is never getting answered. We dont know whats causing this and how to fix this.

please advice.

Attached are the tserver, urs and Iserver logs for the above example

Title: Re: calls with 2 connids
Post by: bcyk on October 30, 2009, 04:57:25 PM

it sounds like the "consult" call type issue in URS....

consult call in URS may be completed at any instance before diverting to ready agent; thus, leaving the second call leg (the call path initiated by IVRS port).

Please refer to previous posts for suggested solution and disscusion

http://www.sggu.com/smf/index.php/topic,2034.msg11246.html#msg11246
http://www.sggu.com/smf/index.php/topic,4465.0.html



bcyk

Title: Re: calls with 2 connids
Post by: kevin on October 30, 2009, 06:26:51 PM

hi bcky,

I have URS options as

      give_treatment=true
      route_consult_call=true

only few calls randomly are behaving as mentioned above. ant advice?

Title: Re: calls with 2 connids
Post by: bcyk on October 31, 2009, 07:04:45 AM

URS options are correct

did you browse given URL for previous posts?
If not, please study them

in short, you may need to add below coding in strategy to avoid consult call that may be completed (i.e., eventpartychanged) in the URS.


{ delayTimer = 200 }
{ loopMax = 5 }
{ loopCnt = 0}
{ if CallType[] = Consult } --> delay(200) --> {loopCnt = loopCnt +1} --
        |          --> { if loopCnt < loopMax} ==( go to the if CallType[] = Consult block}
        |                        |
        | <---------------+
        |
{ ... next block ...}



bcyk