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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: n2201 on September 16, 2011, 11:59:23 AM

Title: Problem with CPD server
Post by: n2201 on September 16, 2011, 11:59:23 AM

I am trying to place a test callover the CPD server from a Outbound campaign and I am seeing this error:
"state disconnected, dtiB1T8: 0x547 - 'Congestion on the line' ( GC_DM3CC_LIB: 0x22a - 'Network congestion' )"

Below is the excerpt from the CPD log

Appreciate your guidance.

Thanks




        04:29:11.0530 ThID:  3420 ReqID:        113: making a call to '7047591205'

        04:29:11.0530 ThID:  3420 ReqID:        113: license consumed, 2 in use

        04:29:11.0530 ThID:  3420 ReqID:        113: reusing DM3 data channel: dtiB1T8

        04:29:14.0210 ThID:  3420 ReqID:        113: getting DM3 voice channel handle for dtiB1T8

        04:29:14.0210 ThID:  3420 ReqID:        113: DM3 voice channel handle for dtiB1T8 is dxxxB6C1

        04:29:14.0210 ThID:  3420 ReqID:        113: primary server info: ("host"="s-prd-irv-sm-1","port"=3000,"protocol"="addp","addp-timeout"=60,"addp-remote-timeout"=90,"addp-trace"="both")

        04:29:14.0210 ThID:  3420 ReqID:        113: queue is NULL

        04:29:14.0210 ThID:  3420 ReqID:        113: Queue type unknown

        04:29:14.1440 ThID:  3420 ReqID:        113: invoking gc_MakeCall: dtiB1T8

        04:29:18.1470 ThID:  3420 ReqID:        113: event 0x826 received: dtiB1T8

        04:29:18.1470 ThID:  3420 ReqID:        113: event 0x826, call state disconnected: dtiB1T8

        04:29:18.1470 ThID:  3420 ReqID:        113: state disconnected, dtiB1T8: 0x547 - 'Congestion on the line' ( GC_DM3CC_LIB: 0x22a - 'Network congestion' )

        04:29:18.2240 ThID:  3420 ReqID:        113: out of service counter set to 1: dtiB1T8

        04:29:18.2710 ThID:  3420 ReqID:        113: event 0x805 received: dtiB1T8

        04:29:18.2710 ThID:  3420 ReqID:        113: gc_DropCall successful completion: dtiB1T8

        04:29:18.2710 ThID:  3420 ReqID:        113: event 0x859 received: dtiB1T8

        04:29:18.2710 ThID:  3420 ReqID:        113: gc_ReleaseCall successful completion: dtiB1T8

        04:29:18.2710 ThID:  3420 ReqID:        113: license released, 1 in use

        04:29:18.2710 ThID:  4944 ReqID:        113: data channel released: dtiB1T8

        04:29:18.2710 ThID:  4944 ReqID:        113: release channel notification sent: dtiB1T8, client id 81476, request id 113

04:29:18.348 Trc 04542 Message Rsp_CallProgress sent to 81476 ( 'ocs-irv-p')
04:29:18.348 Trc 11005 CPDServerMessage: Rsp_CallProgress
              BAttr_Extensions
'GSW_RECORDING_REFERENCE' '0000000000'
'GSW_DIALING' '04:29:14.144'
'GSW_RINGING' '04:29:14.144'
'GSW_ANSWERED' ''
'GSW_CPD_COMPLETED' ''
'GSW_BEEP_COMPLETED' ''
'GSW_TRANSFER_INITIATED' ''
'GSW_QUEUED' ''
'GSW_AGENT_ANSWERED' ''
'GSW_TRANSFER_COMPLETED' ''
'GSW_RELEASED' '04:29:18.224'
'GSW_CPDFILE' 'cpd_'
'GSW_CONVFILE' 'conv_'
'GSW_CURRENT_TIME' '04:29:18.224'
              IAttr_ErrorCode No error
              IAttr_CallStatus Error during making a call
            IAttr_CallProgress General Error
            IATRCFG_REQUESTID 113



SDServer::sendChReleasedMessage: Message has been sent to client ocs-irv-p 81476.
04:29:18.348 Trc 11005 CPDServerMessage: Rsp_ChannelsReleased
              BAttr_Extensions
'GSW_DialingChannels' 1
            IATRCFG_REQUESTID 113
              IAttr_ErrorCode No error
              IAttr_CallStatus No status

-AP[7]->-684 @04:29:23.5410
-Ap[7]-<-684 @04:29:23.5410
-AP[10]->-80500 @04:29:44.9930
-Ap[10]-<-80500 @04:29:44.9930
-AP[7]-<-684 @04:29:52.5660
-Ap[7]->-684

Title: Re: Problem with CPD server
Post by: n2201 on September 16, 2011, 12:04:24 PM

I used PSTNDemo utility to place a call and also get similar error, I am suspecting Dialogic card issue. I am novice at this :(

04:58:57.251  APP    Channel 1      Calling 17047591205
04:58:57.251  APP    dtiB1T1        gc_MakeCall( 17047591205 ) OK
04:59:01.282  EVT    dtiB1T1        GCEV_DISCONNECTED due to Network congestion
04:59:01.282  APP    dtiB1T1        gc_DropCall()
04:59:01.313  EVT    dtiB1T1        GCEV_DROPCALL
04:59:01.313  APP    dtiB1T1        gc_ReleaseCall()
04:59:01.313  EVT    dtiB1T1        GCEV_RELEASECALL
04:59:01.313  APP    dxxxB1C1      dx_listen(95)=0
04:59:01.313  APP    dtiB1T1        dt_listen(96)=0

Title: Re: Problem with CPD server
Post by: cavagnaro on September 16, 2011, 03:34:11 PM

Does it sync? Can you dial with the Dialogic tools?

Title: Re: Problem with CPD server
Post by: n2201 on September 16, 2011, 06:21:33 PM

Thanks cavagnaro for your reply

I used the PSTNDemo utility that I had got from Genesys support some time back that could not dial out

Got the error GCEV_DISCONNECTED due to Network congestion

I will look around on the server for other utiliy on the server, Appreciate if you can suggest any utility. I am a novice as far as Dialogic goes.

Thanks

Title: Re: Problem with CPD server
Post by: cavagnaro on September 16, 2011, 07:08:51 PM

Hum..well that indicates that it is not a Genesys issue but a Dialogic configuration, you must be sure that your T1/E1 is correctly configured and synchronized.

Title: Re: Problem with CPD server
Post by: n2201 on September 16, 2011, 07:11:21 PM

The phone line guy is away will check with him Monday, Asking some one to get in Server room to check if the T1 is still plugged in :)

Title: Re: Problem with CPD server
Post by: fnunezsa on September 19, 2011, 09:36:40 PM

there is a Dialogic utility (lineadmin, as far as I recall) that you can use to check for the line status

Title: Re: Problem with CPD server
Post by: n2201 on September 20, 2011, 06:27:19 AM

Thanks @fnunezsa for your reply!!

I ran the line admin as
lineadmin -board 0

The lineadmin window came up with "Line In/OutService" 01 02  03 04 all four green with a check mark in the box

Transmit Alarms are all unchecked

Does this mean lines are ok?

Title: Re: Problem with CPD server
Post by: fnunezsa on September 20, 2011, 09:54:11 PM

What about the "alarm status"?

Title: Re: Problem with CPD server
Post by: n2201 on September 21, 2011, 06:20:57 AM

I am attaching the image of lineadmin

Thank you very much!!!

Title: Re: Problem with CPD server
Post by: fnunezsa on September 22, 2011, 06:07:23 PM

Based on the provided screenshot I believe there is something wrong with your first 2 E1 lines as the DChannel is only green for the last 2 E1 line.

In order to prove this, I'd disable the first 2 folders in CME (dt1B1 and dt1B2), restart CPD Server and re-test.