Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: satish_p on May 18, 2015, 09:02:26 PM

Title: Unable to initiate a chat conference from iWS
Post by: satish_p on May 18, 2015, 09:02:26 PM

Agent 1 on chat trying to initiate a single step conference with Agent 2 from iWS. But  for some reason, I see a message on iWS - that Interaction queue is not defined. The interaction queue that I was trying to transfer is existing and it works fine for one-step transfer but not conference. In the iWS log, i see the following message when chat conference was initiated.
BasedInteractionChat - Request:'OneStepConference' Target:InteractionQueue
BasedInteractionChat - The targetId is 'ChatIxnQueue'
BasedInteractionChat - Request:'OneStepConferenceTarget Type:='InteractionQueue' Destination:'ChatIxnQueue'
CommandManager - GetChainOfCommandByName(InteractionChatInitiateConferenceOtherType)
CommandManager - CreateChainOfCommandByName(InteractionChatInitiateConferenceOtherType)
InteractionWorkspace - CreateChildLogger InteractionWorkspace.OpenMedia.InteractionChatInviteCommand.
ChainOfCommand - Start Execution of Chain of Command InteractionChatInitiateConferenceOtherType
Destination
UserData
Reason
Extensions
RecentIndex
AdditionalTargetInformation
DisplayObject
TransferringAgentName
TransferringDate
TransferringReason
TransferringTargetType
TransferringTarget
.ChainOfCommand - Execute of Chain of Command InteractionChatInitiateConferenceOtherType -> Name:SetCollaborationQueueContext Type:Genesyslab.Desktop.Modules.OpenMedia.Model.Interactions.Chat.InteractionChatInviteSetContextQueueCommand
InteractionChatInviteSetContextQueueCommand
ChatInviteCommand - Impossible, the Routing Based Interaction Queue is not defined for the interaction '[InteractionChat: Id001/xxxx]'

Any one had ideas on how to correct the issue? Thanks in advance.

Title: Re: Unable to initiate a chat conference from iWS
Post by: genesysnoob on May 19, 2015, 02:59:33 PM

Have you deleted and recreated the interaction queue?

Title: Re: Unable to initiate a chat conference from iWS
Post by: satish_p on May 27, 2015, 09:32:37 PM

Thanks for the reply.

After configuring chat options in the interaction-workspace options for the intercommunication, the earlier message, interaction queue not defined is gone. But it looks like it is trying initiate conference but fails. In the IWS and Ixn logs, I see the following message. I tried with and without the switch name for the interaction queue but I still see the same error message.

11:13:11.041 Trc 23102 Cannot resolve queue for submit while processing request 'RequestSubmit' from client 312:928, reference id: 8
11:13:11.041 Trc 26019 Sending message 'EventError' ('126') to client '40011' - Agent application:312:928 through proxy 'iWS-Agent' - Proxy:311:928, message attributes:
attr_ref_id [int] = 8
attr_prxy_client_id [int] = 312
attr_error_code [int] = 91
attr_error_desc [str] = "Cannot resolve queue for submit"

Any suggestions on the possible resolutions?

Thanks

Title: Re: Unable to initiate a chat conference from iWS
Post by: cavagnaro on May 27, 2015, 10:50:33 PM

User running IXN and Chat Server has access to all Enviroment?