Genesys CTI User Forum

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

Title: We are not able to service external calls using UR
Post by: Andrzej Belda on January 01, 1970, 12:00:00 AM

We have a problem with call routing from URS strategy. When we are calling from internal number which is registered in Genesys (TServer) strategy works fine all calls are routed to the right agents. In case that the (internal or external) number from we are calling is not registered in Genesys call is routed to the rigth agent, but the agent's phone seems to be busy (what is not true).

Here is the piece of TServer log reporting the above problem:
"all_info: call_id 668, conn_id 006700dc084200ec Internal
VDN=7914 routed_to=7651
1) 7670(int), role 1, state (Dialing), Created:1019724706
2) 7914(queue), role 2, state QS+(RouteUsed), queue=7914, Created:1019724706
link[1]>routeCRV[0x0070 <=> 0x0001]>ts ..dropped
** link[1] ** 10:51:48.1870
08 02 80 95 62 96 1C 1E 91 A1 1B 02 01 02 02 01 95 40 13 08 02 81 91 10 02 02 9C 70 05 80 37 36 35 31 96 47 01 88
=== parsed message ===
prot_discr = 8
CRV = 8095
MsgType = 98 (FACILITY)

Facility: serv_discr = 17(q932_suppl) fac_ie = component_tag = A1(INVOKE)
invoke_id tag: 02, value = 2
operation tag: 02, value = 149(EventReport)
params = q931_tag = 40
list =
Cause: code_std_loc = 1(CCITT_PubNetLocUsr) cause = 17(C_USER_BUSY C_TIMED_ANSWER)
Call_Id: call_id = 668
Called_Party_Number: type_plan = 0(unknown) address = 7651
Specific_Event: value = 8(Busy)

@10:51:48.2030 [0] 6.1.011.01 distribute_event: message EventDiverted
AttributeTimeinuSecs 203000
AttributeTimeinSecs 1019724708 (10:51:48)
AttributeCallState 0
AttributeOtherQueue '7914'
AttributeThisQueue '7914'
AttributeOtherDNRole 1
AttributeOtherDN '7670'
AttributeThisDNRole 2
AttributeThisDN '7914'
AttributeCustomerID 'Resources'
AttributeDNIS '7914'
AttributeConnID 006700dc084200ec
AttributeCallID 668
AttributeCallType 1
04/25/02 10:51:48.218 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventDiverted sent to 564 ( regular Universal Routing Server )
sent to 564 (Universal Routing Server)
04/25/02 10:51:48.218 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventDiverted sent to 520 ( regular Stat Server )
sent to 520 (Stat Server)
** link[1] ** 10:51:51.1560
08 02 80 95 62 96 1C 21 91 A1 1E 02 01 02 02 01 95 40 16 08 02 81 90 0C 05 80 37 36 37 30 10 02 02 9C 96 44 01 81 47 01 84 "

Please, analyse the problem and send me your suggestions for resolving of it.

Title: We are not able to service external calls using UR
Post by: Vic on January 01, 1970, 12:00:00 AM

Can you please post the following:

TServer log starting from EventRouteRequest, and URS log from EventRouteRequest?

The log you posted just shows agent busy error...:(

Thanks,
Vic