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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: cavagnaro on December 16, 2013, 07:02:32 PM

Title: Alcatel PBX - Resource Out of Service
Post by: cavagnaro on December 16, 2013, 07:02:32 PM

Hi guys,
I'm facing a very well known issue with Alcatel PBXs and need some ideas here on how to do this.
Agents use IPDesktop Softphone (4068 emulation).
The issue is that under certain circumstances an agent can lose his PC (reboot/freeze/network disconnection/etc) and the agent sticks logged in Genesys.

So when URS selects him as a target the call dies as Tserver sends a Resource Out of Service error message.

[code]
22:14:36.353 Trc 36002 Request rejected: error code 1173(Resource out of service)
@22:14:36.3530 [0] 8.1.004.02 send_to_client: message EventError
(Resource out of service)
AttributeEventSequenceNumber 000000000004447a
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 353000
AttributeTimeinSecs 1387152876 (22:14:36)
AttributeErrorCode 1173
AttributeErrorMessage 'Resource out of service'
AttributeReferenceID 161
AttributeReason [14] 00 01 01 00..
'RTR' 121
AttributeRouteType 0 (RouteTypeUnknown)
AttributeExtensions [216] 00 09 00 00..
'CUSTOMER_ID' 'Resources'
'VQ' 'CLASSIFICADOS'
'AGENT' '2318'
'PLACE' '101830'
'DN' '101830'
'ACCESS' '101830'
'SWITCH' 'Sw_ABC'
'NVQ' 1
'TARGET' 'CLASSIFICADOS@URS_StatServer.GA'
AttributeOtherDN '101830'
AttributeConnID 0071023a711da148
AttributeThisDN '107030'
AttributeClientID 2705
22:14:36.353 Int 04545 Interaction message "EventError" sent to 376 ("URS_Backup")
22:14:36.353 Trc 04542 EventError sent to [376] (00000a91 URS_Backup 192.168.26.70:51395)
  FinishRequest CRequest@2e9d25c RequestRouteCall-URS_Backup[376]/161
 
[/code]

So I was wondering how could I capture this error and then put the agent in NotReady?
I can afford to lose 1 call and use it as trigger to put the agent in NotReady or Log him off.

I guess I could try to catch the error message and then execute some Macro...but so far no luck.

Thanks

Title: Re: Alcatel PBX - Resource Out of Service
Post by: Kubig on December 16, 2013, 07:57:38 PM

And what about Option "0n_route_error" on URS Object?

Title: Re: Alcatel PBX - Resource Out of Service
Post by: cavagnaro on December 16, 2013, 08:12:23 PM

Tried it already and doesn't work as there can be the scenario where he is the only agent "available" and keeps in a error of error...

Title: Re: Alcatel PBX - Resource Out of Service
Post by: terry on December 16, 2013, 11:27:29 PM

Wouldn't it work if on_router_error  is something like strategy_ok and on red port of rotuing object check for error code from tserver and if it is 1173 send request from strategy to log out the agent?

Also (not sure but might be) if more or less recent URS then again on detecting the same error mark/tag agent as "not routable" internally in URS for some time: SetTag['SomeAgent.A', 'rdnd', 600] - no call will be distributed by URS to this agent during next 10 min.

Title: Re: Alcatel PBX - Resource Out of Service
Post by: cavagnaro on December 17, 2013, 01:14:55 AM

Great. Thanks for the idea ;) Will try to do it

Title: Re: Alcatel PBX - Resource Out of Service
Post by: Alexander on January 08, 2014, 01:51:47 PM

You cannot logoff the agent via CSTA because it is out of service.

We wrote a cron job in the Alcatel to deal with this problem and log off the out of service agents periodically.


Or maybe you can try to set TServer option "agent-logout-on-unreg" to true?