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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: CK on March 06, 2014, 01:46:54 PM

Title: RM custom error handling in URS strategy
Post by: CK on March 06, 2014, 01:46:54 PM

I am trying to route a call to an agent group when IVR ports are full. I route to different IVR profiles based on DIDs.When ports are full, I have set the RM to send a custom sip message of "483" through the option "resource-unavailable-respcode". I am trying to use GetLastErrorInfo function in a function block in IRD but I must have been doing it wrong because I can't get it to work. I have a variable in IRD which gets the errorInfo = GetLastErrorInfo[] and then a branch where I check errorInfo = '483'. Is that the case to handle it or am I missing something here. Thanks in advance!

Title: Re: RM custom error handling in URS strategy
Post by: Kubig on March 06, 2014, 02:07:48 PM

I did not use this,but I think it does not work, because if the RM returns SIP error code, it does not mean EventError on T-Lib level and the function within IRD gets just EventError details - it is just my opinion. You can map SIP messages to the T-Lib msg - so through this you can map these information within routing strategy.

Title: Re: RM custom error handling in URS strategy
Post by: CK on March 06, 2014, 06:05:20 PM

Can you please elaborate a little bit on how to do that?

Title: Re: RM custom error handling in URS strategy
Post by: Kubig on March 07, 2014, 08:19:37 AM

All is described very well in deployment guide for SIP server

Title: Re: RM custom error handling in URS strategy
Post by: GMG on March 07, 2014, 09:01:17 AM

Hi,

You can try to target VTP ports using place group, under target block, if none of the port is available, then Call will come out from red port after specific timeout, and now you are free to take any decision, you can have another Agent Group in a new target block, or you can apply any treatment.


Regards,
Gaurav

Title: Re: RM custom error handling in URS strategy
Post by: Kubig on March 07, 2014, 10:14:52 AM

I do not understand what do you mean and what your post have together with this topic :-) a little ouf of place

Title: Re: RM custom error handling in URS strategy
Post by: GMG on March 13, 2014, 11:43:02 AM

ahh, i guess I misunderstood the question :( ...

Title: Re: RM custom error handling in URS strategy
Post by: CK on March 13, 2014, 12:12:43 PM

Thanks for your responses. I saw that with getLastErrorInfo[] in IRD I was getting a '0231 DN is busy' so I have added an If in my IRD strategy checking if getLastErrorInfo[] is '0231 DN is busy' to route it as pleased. The environment I want to implement this is more trivial than the one I have tested this.
A call is made to an RP(718000) which resides in Avaya TServer. From the strategy on it, the call is routed to a GVP trunk(300) in sipServer. The call uses the ExtDN (770500) to communicate with SipServer. It seems that this doesn't work the way I wanted. The strategy gets no error and the second call I need it to be dropped stays in ringing state.

What I am trying to do, is to route a call differently if the IVR channels are full. If anyone has a good idea for this architecture, I would be grateful.

Title: Re: RM custom error handling in URS strategy
Post by: Kubig on March 13, 2014, 12:24:52 PM

For alternate routing you do not need any similiar function, you can achieve it within standard target block. If all IVR ports will be full or will be unavailable, your target block ends via "red/error" output and therefore you can build different routing for these calls

Title: Re: RM custom error handling in URS strategy
Post by: CK on March 13, 2014, 12:32:23 PM

I have tried this but it did not worked as supposed. I think it has to do with the architecture here.

Title: Re: RM custom error handling in URS strategy
Post by: Kubig on March 13, 2014, 12:33:53 PM

Do not know your deployment, but in general, if you are using VTP ports (in 8.1 it is a little obsolete), this mechanism must work.

Title: Re: RM custom error handling in URS strategy
Post by: CK on March 13, 2014, 04:09:37 PM

No VTPs in the way. Call comes in to a RP in avaya, then TRouted to a sip GVP trunk with a DN to match a DID to use a specific IVR profile. RM sends that the ports are full, SIP server sends 0231 DN is busy but it seems that this message is not found in the TServer because getLastErrorInfo[] in the strategy returns a blank value

Title: Re: RM custom error handling in URS strategy
Post by: Kubig on March 14, 2014, 05:39:00 AM

If on RM occurrs any "error", this error message is added to the extension data within T-Lib - so, you are be able to get these data via ISCC on other site