Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: abrar84 on July 26, 2012, 03:44:23 PM
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Has anybody worked in ESP??
Thanks,
Abrar
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YEs, and there are many posts about it including one full sample.
Please make your questions more explanatory and usefull...
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Extra Sensory Perception?
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cavagnaro Thanks for your reply.
Actually I am facing some issue using ESP. Can you please help me?
I am able to successfully make the connetion between my ESP server and URS but my request from stratergy is not being passed to ESP server. The External Services component failed without telling much about error.
Thanks,
Abrar
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Hi,
can you post here URS log which covering the issue and settings of External Services object in strategy?
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[quote author=Kubig link=topic=7313.msg31348#msg31348 date=1344432306]
Hi,
can you post here URS log which covering the issue and settings of External Services object in strategy?
[/quote]
Thanks for your reply.
Here is the URS logs:
[code]09:24:22.947_I_I_009e02108212e020 [09:06] >>>>>>>>>>>>start interpretator
_I_I_009e02108212e020 [09:04] ASSIGN: __Return(SCRIPT) <- STRING:
_I_I_009e02108212e020 [07:46] no error mode for this call
_I_I_009e02108212e020 [09:04] ASSIGN: __Return(SCRIPT) <- STRING:
_I_I_009e02108212e020 [09:04] ASSIGN: __DBReturn(SCRIPT) <- STRING:
_I_I_009e02108212e020 [09:04] ASSIGN: __DBStrReturn(SCRIPT) <- STRING:
_I_I_009e02108212e020 [09:04] ASSIGN: __TargetVar(SCRIPT) <- STRING:
_I_I_009e02108212e020 [09:04] ASSIGN: Var_RetVal1(LOCAL) <- STRING:
_I_I_009e02108212e020 [09:04] ASSIGN: Var_RetVal2(LOCAL) <- STRING:
_I_E_009e02108212e020 [09:04] error in strategy: 0001 Unknown error
_I_I_009e02108212e020 [09:04] ASSIGN: __DBReturn(SCRIPT) <- STRING: return:error
09:24:22.947 Int 22000 Failure, RetVal 1:
request to 65200(TServer_AvayaCM_760) message RequestUpdateUserData
AttributeReferenceID 47
AttributeUserData [22] 00 01 01 00..
'PegRejected' 1
AttributeConnID 009e02108212e020
AttributeThisDN '26047'
..sent to Server-Machine02:7010(fd=660)
request to 65200(TServer_AvayaCM_760) message RequestRouteCall
AttributeReferenceID 48
AttributeRouteType 7 (RouteTypeReject)
AttributeOtherDN ''
AttributeConnID 009e02108212e020
AttributeThisDN '26047'
..sent to Server-Machine02:7010(fd=660)
_I_I_009e02108212e020 [09:04] OP_XCALL_NO_RESULT: function Exit returns INTERP_STOP, go to stop handling
_I_I_009e02108212e020 [01:0a] <<<<<<<<<<<<stop interpretator
09:24:22.962_I_I_009e02108212e020 [01:08] call deleting truly
received from 65200(TServer_AvayaCM_760)Server-Machine02:7010(fd=) message EventAttachedDataChanged(refid=47)
received from 65200(TServer_AvayaCM_760)Server-Machine02:7010(fd=) message EventRouteUsed
AttributeReferenceID 48
AttributeCallState 0
AttributeThisQueue '26047'
AttributeNetworkCallID 1343136262
AttributeCallType 1
AttributeCallID 11258
AttributeConnID 009e02108212e020
AttributeCallUUID 'GSG077GTSH3UP13CRGEVUMJ28S00003A'
AttributeUserData [22] 00 01 01 00..
'PegRejected' 1
AttributeDNIS '26047'
AttributeThisDN '26047'
AttributeThisDNRole 2
AttributeOtherDN '59604'
AttributeOtherDNRole 1
AttributeExtensions [19] 00 01 02 00..
'UCID' bin: 06 A2 0E 50.. (len=8)
AttributeTimeinSecs 1343136263 (09:24:23)
AttributeTimeinuSecs 212000
AttributeEventSequenceNumber 0000000000000355
received from 65200(TServer_AvayaCM_760)Server-Machine02:7010(fd=) message EventDiverted
AttributeCallState 0
AttributeThisQueue '26047'
AttributeNetworkCallID 1343136262
AttributeCallType 1
AttributeCallID 11258
AttributeConnID 009e02108212e020
AttributeCallUUID 'GSG077GTSH3UP13CRGEVUMJ28S00003A'
AttributeUserData [22] 00 01 01 00..
'PegRejected' 1
AttributeDNIS '26047'
AttributeThisDN '26047'
AttributeThisDNRole 2
AttributeOtherDN '59604'
AttributeOtherDNRole 1
AttributeThirdPartyDNRole 2
AttributeExtensions [19] 00 01 02 00..
'UCID' bin: 06 A2 0E 50.. (len=8)
AttributeTimeinSecs 1343136263 (09:24:23)
AttributeTimeinuSecs 212000
AttributeEventSequenceNumber 0000000000000356
_G_I_ Version: 7.6.200.11
root 00a7cfc0
09:24:35.131 Trc 20012 current number of interactions per second - 0.20[/code]
here is the screenshot of strategy component:
[url=http://sdrv.ms/Qfgdco]http://sdrv.ms/Qfgdco[/url]
Thanks,
Abrar
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Can you add more previous logs? Seems the error is before...see the unknown error on strategy message
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Probably things to check is URS version, connnectivity status with Ixn server, tenants Ixn server is configured with.
Most likely it means that interaction server to send request to can not be found (and version of URS is 8.0.0 or earlier - from 8.0.1 instead of generic unknown error more specific error is provided in such cases).
URS is not supposed to be directly connected with "esp servers", it only communicates with and through ixn server.
The reasons ixn server cound not be found depends from is it open media call (submited by Ixn server itself) or regular voice call (looks like that is the case). For voice call URS will try to find ixn server it is connected to (the tenant the call belongs to also must be included in such Ixn server tenants tab).
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[quote author=terry link=topic=7313.msg31355#msg31355 date=1344460816]
Probably things to check is URS version, connnectivity status with Ixn server, tenants Ixn server is configured with.
Most likely it means that interaction server to send request to can not be found (and version of URS is 8.0.0 or earlier - from 8.0.1 instead of generic unknown error more specific error is provided in such cases).
URS is not supposed to be directly connected with "esp servers", it only communicates with and through ixn server.
The reasons ixn server cound not be found depends from is it open media call (submited by Ixn server itself) or regular voice call (looks like that is the case). For voice call URS will try to find ixn server it is connected to (the tenant the call belongs to also must be included in such Ixn server tenants tab).
[/quote]
Thanks a lot for your reply-
I have upgraded my URS to 8.1 and now I have found the following error in logs:
[tt][tt]_I_E_00700211d1808003 [09:04] error in strategy: 0014 Unknown server (RequestServiceEx)[/tt][/tt]
so its correct that URS is unable to find Ixn Server. What should be the next I can check? Sorry I cannot get last sentence of your reply.
Thanks,
Abrar
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[quote author=cavagnaro link=topic=7313.msg31353#msg31353 date=1344444592]
Can you add more previous logs? Seems the error is before...see the unknown error on strategy message
[/quote]
Thanks for your reply-
Please find the complete logs at bellow link(Attachment options are not working here).
[url=http://sdrv.ms/Tjeo1W]http://sdrv.ms/Tjeo1W[/url]
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and should not be configured an ESP port on your ESP Server?
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[quote author=Kubig link=topic=7313.msg31360#msg31360 date=1344507642]
and should not be configured an ESP port on your ESP Server?
[/quote]
Sorry, could not get this? ESP port?
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Like a chatserver,emailserver or other components which communicated vie ExternalServices with IXN..
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[quote author=Kubig link=topic=7313.msg31362#msg31362 date=1344512472]
Like a chatserver,emailserver or other components which communicated vie ExternalServices with IXN..
[/quote]
Sorry again. I have been looking for this port on ESP Server but could not find it. Where I can find this?
Thanks,
Abrar
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Try these instructions
http://genesysguru.com/blog/blog/2010/02/05/how-to-implement-an-esp-server/
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Hi abrar84,
You wrote that "I am able to successfully make the connection between my ESP server and URS". Honestly, it sounds strange to me as ESP is not supported by URS but by Interaction Server. Are you really using ESP protocol? Do you have Interaction Server installed and running on your platform?
R.
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[quote author=Kubig link=topic=7313.msg31367#msg31367 date=1344519959]
Try these instructions
http://genesysguru.com/blog/blog/2010/02/05/how-to-implement-an-esp-server/
[/quote]
I have done all this by exactly following these instructions. No Luck.
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[quote author=René link=topic=7313.msg31368#msg31368 date=1344521369]
Hi abrar84,
You wrote that "I am able to successfully make the connection between my ESP server and URS". Honestly, it sounds strange to me as ESP is not supported by URS but by Interaction Server. Are you really using ESP protocol? Do you have Interaction Server installed and running on your platform?
R.
[/quote]
Sorry my mistake- I mean to say Connection between URS and Interaction server and Connection between Interaction Server and ESP Server.
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Kubig - thanks for the plug! Forgot about that piece of ESP work I did. Worked for me at the time.
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abrar84,
I've just download your URS log (full) and found that you're calling External Service for voice interaction. I think it won't work as External Service is supported for non-voice interactions. Simply, it can't work as Interaction Server isn't aware of voice interaction.
R.
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[quote author=René link=topic=7313.msg31376#msg31376 date=1344530888]
abrar84,
I've just download your URS log (full) and found that you're calling External Service for voice interaction. I think it won't work as External Service is supported for non-voice interactions. Simply, it can't work as Interaction Server isn't aware of voice interaction.
R.
[/quote]
But as per this thread http://genesysguru.com/blog/blog/2010/02/05/how-to-implement-an-esp-server/, it supports Voice interactions as well.
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Abrar84,
I haven't found anything in linked article indicating that ESP is supported for voice interaction... And Genesys clearly states in the URS Reference Guide that ESP is for "use in non-voice routing strategies".
R.
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ESP Server is not supported handling of voice interactions.The link does not contain any such information
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Rene and Kubig,
Please check following thread; specially part 5 and It clearly shows that the test call was made as Voice call.
https://forums.genesyslab.com/showthread.php?t=524
[quote][code] _I_I_007c01b03187e01e [14:33] strategy: *0x65*ESPFromVoice is attached to the call
02:42:51.838 Int 20001 interaction 007c01b03187e01e is started
_I_I_007c01b03187e01e [01:14] current call classification: media=voice(100), service=default(200), segment=default(3
00)
02:42:51.838_I_I_007c01b03187e01e [09:06] >>>>>>>>>>>>start interpretator
_I_I_007c01b03187e01e [09:04] ASSIGN: __Return(SCRIPT) <- STRING:
_I_I_007c01b03187e01e [07:46] no error mode for this call
_I_I_007c01b03187e01e [09:04] ASSIGN: __Return(SCRIPT) <- STRING:
_I_I_007c01b03187e01e [09:04] ASSIGN: __DBReturn(SCRIPT) <- STRING:
_I_I_007c01b03187e01e [09:04] ASSIGN: __DBStrReturn(SCRIPT) <- STRING:
_I_I_007c01b03187e01e [09:04] ASSIGN: __TargetVar(SCRIPT) <- STRING:
_I_I_007c01b03187e01e [09:04] ASSIGN: vEmployeeId(LOCAL) <- STRING: Analyst001[/code][/quote]
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Check your connections between URS<-> T-Server/IXN;IXN<-> ESP Server
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[quote author=Kubig link=topic=7313.msg31414#msg31414 date=1344861373]
Check your connections between URS<-> T-Server/IXN;IXN<-> ESP Server
[/quote]
These are perfectly working.
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[code]01:51:40.289_T_I_ [14:32] EventLinkConnected is received for ts InteractionServer_761, register all CDNs and IVRs again
request to 65201(--) message RequestQueryLocation
AttributeReferenceID 7
AttributeExtensions [2] 00 00..
AttributeLocationInfoType 4
..sent to TEST-dev02:7007(fd=544)
received from 65201(InteractionServer_761)TEST-dev02:7007(fd=) message EventError
(Bad message type)
AttributeErrorMessage 'Unsupported request'
AttributeErrorCode 102
AttributeReferenceID 5
01:51:40.291_T_E_ [14:0f] can not find tserver for event EventError, tenant
received from 65201(InteractionServer_761)TEST-dev02:7007(fd=) message EventError
(Bad parameter passed to function)
AttributeErrorMessage 'CustomerID missing'
AttributeErrorCode 223
AttributeReferenceID 6
01:51:40.291_T_E_ [14:0f] can not find tserver for event EventError, tenant
received from 65201(InteractionServer_761)TEST-dev02:7007(fd=) message EventError
(Bad message type)
AttributeErrorMessage 'Unsupported request'
AttributeErrorCode 102
AttributeReferenceID 7
01:51:40.291_T_E_ [14:0f] can not find tserver for event EventError, tenant
received from 65200(TserverAvayaCM)TEST-dev09:3000(fd=) message EventServerInfo
AttributeServerVersion '8.1.001.14'
AttributeServerRole 0
AttributeApplicationName 'TserverAvayaCM'
AttributeHomeLocation 'Avaya'
AttributeServerCapabilityMask [64] ff cf ff fd..
AttributeServerXCapabilities '(2=(56=524283),8=(16=31),10=(16=7),11=(16=25),14=(73=31),27=(66=3),34=(67=35),36=(60=7307),75=(16=6),76=(16=25),108=(74=3),121=(88=6),160=(146=1),161=(146=1),162=(146=1))'
AttributeExtensions [732] 00 05 00 00..
'T-Server' 'Tserver for Avaya Communication Manager, Version: 8.1.001.14 Compiled: May 2 2012 08:37:02
Genesys Telecommunications Laboratories, Inc., Copyright 1991 - 2012
'
'Features' '
Build with TServerCommonPart 8.1.001.42
High Availability feature: ON
ISCC feature support: ON
'
'TransactionMonitoring'(list) 'class' '029LK70N8SBO9F2B04000VTAESXX000F'
'object' '029LK70N8SBO9F2B04000VTAESXX000G'
'iscc.transaction' '029LK70N8SBO9F2B04000VTAESXX000J'
'iscc.direction' '029LK70N8SBO9F2B04000VTAESXX000L'
'iscc.is-link-creation' '029LK70N8SBO9F2B04000VTAESXX000M'
'iscc.call-operation' '029LK70N8SBO9F2B04000VTAESXX000R'
'iscc.resource' '029LK70N8SBO9F2B04000VTAESXX000U'
'sdn-licenses-in-use' 1
'sdn-licenses-available' 9998
AttributeReferenceID 1
AttributeTimeinSecs 1344502300 (01:51:40)
AttributeTimeinuSecs 318000
AttributeEventSequenceNumber 0000000000000047[/code]
Please look into this log. Right at the start there is an error 'Unsupported request'. Do you think this is the reason?
Thanks,
Abrar
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No,this is not a reason.The eServices/MCR docs say:
• Interaction Server does not support the following requests:
‹
RequestQueryServer
‹RequestQueryLocation‹
RequestDeletePair (when URS sends this request after
RequestRouteCall)
This is the reasonwhy an EventError is returned