Genesys CTI User Forum

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

Title: Invalid call reference number
Post by: LIM on January 01, 1970, 12:00:00 AM

Hi,

I am in a Mlink 5 & Genesys 6.1 environment and having 1 agent 1 Q.

Have been having routing problem intermittently, in that a call goes to the PBX default Q while tserver is still waiting for PBX to return a ringback response. when the PBX finally returns with a ring back response, the log shows the call status having a "invalid call reference number".

is this a switch configuration problem? most of the tserver logs shows a time lag of about 12 to 20s.

or has it got anything to do with MLink having 3 Tserver applications within it and having only halfduplex bandwidth?

appreciate all help. thanks.

Title: Invalid call reference number
Post by: Vic on January 01, 1970, 12:00:00 AM

Ok, have you tried setting SetTreatmentMode to "Meridian"? This is a little function that you can drag in SB from under Function>Genesys>Configuration Option. I am not sure why byt I noticed that in our sites, we have to set it to "Meiridian" in order to get it to work, otherwise a call would be dropped to default...

Do you have this problem with ringback only or music as well?

Vic

Title: Invalid call reference number
Post by: LIM on January 01, 1970, 12:00:00 AM

Thanks Vic,

the error happens in both treatments. will try it out, thanks alot.

Title: Invalid call reference number
Post by: Chris on January 01, 1970, 12:00:00 AM

What is "SB"???

Title: Invalid call reference number
Post by: Vic on January 01, 1970, 12:00:00 AM

Sorry, Strategy Builder :)

Title: Invalid call reference number
Post by: LIM on January 01, 1970, 12:00:00 AM

Hi Vic,

The function didn't help to resolve the problem.

do you think the problem is due to Mlink? I have 4 applications within the Mlink and for any tserver log that I read, I can find the other DNs registered for another tserver? aren't they suppose to be exclusive?

for an environment that serves several customers, how many Mlink do I need? if 1 Mlink will do, what has to be set in place? thanks for your help.

Title: Invalid call reference number
Post by: Vic on January 01, 1970, 12:00:00 AM

LIM,

with TServer for Meridian Link, you can only have one TServer for PBX. (There are way to get past it, but you should not be in that position )

Can you please post IR log that shows the call from EventRouteRequest to RequestRouteCall? Also, can you please post the log for TServer from EventRouteRequest to EventRinging on the phone?

What od you mean by customers? Do you mean youhave different companies using your CTI? Or do you mean you have more than one TServer connected to the switch?

What are you trying to do?