Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: rajkishor09 on September 17, 2014, 07:01:28 AM

Title: Network disconnect event in PSDK 8.1
Post by: rajkishor09 on September 17, 2014, 07:01:28 AM: I want to ask two questions here.

1. Do we get any event from SIP server if "Network is slow" or "Network is disconnected"?

2. There is one scenario where all agents connects to App Server and App Server interacts with SIP server (its CTI Web App). If there is any fluctuation (network packet drop) between App Server and SIP server, will SIP server logout all agents (as all agents connected via App server)?
Title: Re: Network disconnect event in PSDK 8.1
Post by: genesysguru on September 17, 2014, 01:19:34 PM: Hi,

I am afraid your questions are a bit too generic. In general SIP RFC standards come into play and SIP messages get retried after various timeouts. There are SIP error statuses in relation to timeouts. Also in the SIP world after 30s calls tend to get dropped is there are SIP signalling problems. You can also throw the underlying transport into the mix (UDP or TCP) and whether you are using TCP permanent connections on SIP trunks etc.

Regards
Title: Re: Network disconnect event in PSDK 8.1
Post by: rajkishor09 on September 18, 2014, 06:38:02 AM: this is a small snippet from SIP Log, which says force logout (RequestAgentLogout-internal) for agent but there is no request came from agent desktop. All agents has same reason for logout and this event didn't reach agent desktop too. Any idea

[code]
gsip:DLG[935693]:TRN[2729904]:F=0: << UNREGISTER <<
gsip:DLG[935693]:TRN[2729904]:UNREGISTERED
gsip:TRN[0]:17:18:20.350 TIMER SET [id=356516177,timeout=32000,arg=3]
17:18:20.350: SIPS:LOGBLOCK:END:SIPMSG:]
17:18:20.350: $-NET:SIP::0:9633

17:18:20.350 Trc 04524 Client AgentDesktop disconnected on [2088], id=000005c4
17:18:20.350: client disconnected
17:18:20.350: SipTServerDevice::ClientFarewell:SessionID(0x3be05c2):LoggedInSessionID(0x3be05c2)
17:18:20.350: SipTServerDevice::ClientFarewell:SessionID(0x3be05c2): FORCE LOGOUT
17:18:20.350 -- created: CRequest@46569f8 RequestAgentLogout-internal
17:18:20.350: $+TLIB:CTI:Unknown:0:112346
17:18:20.350 +++ CIFace::Request +++
-- new invoke
Parsed: RequestAgentLogout
**internal**
Numbers: +<7801> -<none>
Status: parsed:1 queued:0 sent:0 acked:0 preevent:0 event:0 context:0 transferred:0
-----
[/code]
Title: Re: Network disconnect event in PSDK 8.1
Post by: genesysguru on September 18, 2014, 12:14:51 PM: OK - check the SIP registration interval and associated configuration options between SIPS and the agent IP Phone as it maybe that the logout is due to loss of DN resgistration.
Title: Re: Network disconnect event in PSDK 8.1
Post by: rajkishor09 on September 18, 2014, 02:02:05 PM: X-Lite was active that time and customer was on call. But CC Pulse showed all agent logged out. We are using different ports for App and X-Lite, that could be the reason call didn't disconnect.

My new finding is when this happens, PDK is invoking "[b]ProtocolManagementService.ProtocolClosed[/b]" event. I can hook that event. Looks like its network issue but any other suggestion would be helpful.
Title: Re: Network disconnect event in PSDK 8.1
Post by: cavagnaro on September 18, 2014, 03:47:40 PM: You need to understand that SIP is not like TDM, it is VoIP. So a delay has a huge impact even when you say it is minimal. As Greg suggested, increase you timers to solve the issue, BUT, if there are delays will impact voice quality probably. A proper analyzis and implementation is a must on SIP deployments.