Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Gef Buneri on March 11, 2014, 09:49:06 AM

Title: Call transfert originating extension not disconnected cause EventHardwareError
Post by: Gef Buneri on March 11, 2014, 09:49:06 AM

Hi all,
can't understand this case (43674 is the extension DN for the Agent station):

Cause: A_REORDER_DENIAL
@10:07:52.7948 [asai] (processFacilityReturnError)

@10:07:52.7949 [gctmi] request RequestCompleteTransfer deactivated in reqMgr

@10:07:52.7949 [gctmi] TMsg [EventError()] distributing to model

@10:07:52.7950 [gctmi] Party [009c0235ec0239a6:43674,se,tDN,rDST,lINT] processError

@10:07:52.7951 [tsgctm] EventError: sending as EventHardwareError

@10:07:52.7951 [gctmi] request RequestCompleteTransfer removed from reqMgr

@10:07:52.7951 [0] 7.5.011.04 distribute_event: message EventHardwareError

AttributeEventSequenceNumber 0000000005af1c91

AttributeTimeinuSecs 795182

AttributeTimeinSecs 1394528872 (10:07:52)
AttributeErrorCode 629

AttributeCallID 33
AttributeErrorCode 629

AttributeCallID 33

AttributeConnID 009c0235ec0239a6

AttributeThisDN '43674'

@10:07:52.7952 [ISCC] Debug: Translate: '' -> ''; result 1 ()

10:07:52.795 Int 04544 Interaction message "EventHardwareError" generated


Any tips ?


Regards,


Gef.

Title: Re: Interaction dropped cause EventHardwareError
Post by: Kubig on March 11, 2014, 10:28:08 AM

This is switch/PBX related issue, assume that you have a Avaya PBX, where the similiar issue has been reported. So, as first contact your PBX engineers/vendor for investigation. As second try to describe what type of transfer did you make in this case (SingleStep, TwoStep, Mute)?

Title: Re: Interaction dropped cause EventHardwareError
Post by: Gef Buneri on March 11, 2014, 10:34:40 AM

Hi Kubig, thanx for the attention, as usual.

Yes, we've got Avaya s8720 to do the telephony job. From the Agent side, he was trying to complete a direct transfert of an inbound interaction using an Avaya 4610 h.323 phone through the transfert hard button to a DN on witch anoter IRD application is loaded, using THE VDN/DN 5 digit number. It's a working application, this is an unique exception.

As you suggested, I'll proceed to look at s8720 logs and to notify the event to vendor.

*EDIT* In effect the interaction doesn't seems to drop, just the originating extension isn't been disconnected after the call transfer, even using a CTI T-Bridge application to manage the call transfert (direct).

Title: Re: Call transfert originating extension not disconnected cause EventHardwareError
Post by: Kubig on March 11, 2014, 12:38:15 PM

I do not, fortunately, know Avaya and never work with it directly. So, I cannot help you with possible root cause of the issue on PBX side, maybe try to check this option "Disconnect Supervision (In/Out) if both options are configured with value "Y"- just opinion.

The issue is occurring for all DN with same type as DN in input of this topic?

Title: Re: Call transfert originating extension not disconnected cause EventHardwareError
Post by: Gef Buneri on March 11, 2014, 02:15:41 PM

I'll check those options. No, unfortunately is a random issue not directly linked to a specific dn, but yes, it occurs only in the same conditions: same dn/extension type doing same operation (direct transfer, mechanical or through cti t-bridge application).