Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: PFCCWA on July 21, 2014, 08:30:37 AM

Title: Avaya / TServer TSAPI
Post by: PFCCWA on July 21, 2014, 08:30:37 AM

Hello,

Does anyone know where the invocation ID is generated from in a Avaya AES / Genesys TServer TSAPI solution?
Is it generated by Genesys application or Avaya AES?
thanks.

Title: Re: Avaya / TServer TSAPI
Post by: Kubig on July 21, 2014, 08:42:50 AM

I think it is generated at Avaya level.

Title: Re: Avaya / TServer TSAPI
Post by: PFCCWA on July 21, 2014, 09:15:34 AM

apologies, you are right.
I should have given the scenario - Genesys is sending duplicate invocation id after not receiving response from Avaya AES from initial request.  When no response is received it is generating eventhardwareerror, leaving agent is desynchronised state.  As a result tserver thinks agent is ready (last known state), when agent has already changed state within Avaya (through windows tsapi client).  There is no further request from genesys for agent state after eventhardwareerror.
We can clear invocation id through aes reboot but needs to be each time the problem occurs.
Is there a way to prevent Genesys from sending duplicate invocation id? and waits longer for response from aes?

thanks.