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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: abudwill on May 28, 2015, 10:57:29 PM

Title: OCS fails to process UpdateCallCompletionStats
Post by: abudwill on May 28, 2015, 10:57:29 PM

Hello,

I have actually engaged our proper support resources for this, but thought I would present it to the hive mind as well.

In this case I am using IWS 8.1.401.53, OCS 8.1.300.31, Avaya TServer 8.1.001.16.

OCS 8.1 reference guide notes that agent desktops can send a UpdateCallCompletionStats message to OCS in order to update modifiable mandatory OCS fields or custom OCS fields.

We have an action in IWS that does exactly this - sends an UpdateCallCompletionStats message to OCS to update some custom calling list values.  It only intermittently works.  The flow when it works is:

[list]
[li]IWS Generates request / sends it to TServer[/li]
[li]TServer receives / acks it, sends it to OCS[/li]
[li]OCS receives it / acks it[/li]
[li]OCS tells OCS DBServer to update the record[/li]
[li]OCS tells TServer its all done (UpdateCallCompletionStatsAcknowledge)[/li]
[li]TServer acks it, fowards it on to agent desktop[/li]
[/list]

The flow when it doesn't work is:

[list]
[li]IWS Generates request / sends it to TServer[/li]
[li]TServer receives / acks it, sends it to OCS[/li]
[li]OCS receives it, generates an error[/li]
[/list]

The error isn't exactly very descriptive (I will paste it below).  Furthermore I have compared a working request to request that fails and do not see any major differences.  Additionally, this scenario might play out for one record the agent desktop receives, but not play out for the next.

Here is the OCS logs:

[code]
received from 65200(DEV_TServer_AvayaTSAPI_810)<redacted>:3000(fd=544) message EventUserEvent
AttributeReferenceID 16
AttributeUserEvent EventUserEvent
AttributeThisDN '47056'
AttributeUserData [337] 00 0c 01 00..
'GSW_APPLICATION_ID' 122
'GSW_CAMPAIGN_NAME' '<redacted>'
'GSW_CALLING_LIST' 'CL_RD_QA'
'GSW_RECORD_HANDLE' 1110
'GSW_CALL_RESULT' 28
'GSW_PHONE' '<redacted>'
'GSW_TZ_NAME' 'CST'
'GSW_TZ_OFFSET' -18000
'GSW_PHONE_TYPE' 0
'GSW_CHAIN_ID' 5
'rd_is_on_agent_desktop' 'y'
'GSW_AGENT_REQ_TYPE' 'UpdateCallCompletionStats'
AttributeTimeinSecs 1432832889 (13:08:09)
AttributeTimeinuSecs 343000
AttributeEventSequenceNumber 000000000002acb9
13:08:09.381 Trc 50002 TEvent: EventUserEvent
13:08:09.381 OCSEvent[72326]::EventUserEvent(UpdateCallCompletionStats)
TrTServer[110`DEV_TServer_AvayaTSAPI_810]
DN[320`47056]Extension
{
Desktop: Unknown Agent, skipping...
}

[/code]

Any ideas / thoughts?

Regards,
Andrew

Title: Re: OCS fails to process UpdateCallCompletionStats
Post by: abudwill on May 29, 2015, 01:06:00 AM

Maybe someone will learn from my mistakes :)

This is embarrassing...

I didn't have enough licenses allocated to my OCS application object.  As a result, agents would periodically fail to register with OCS and OCS would ignore requests from agents that traversed through TServer.

I missed something critical in my logs:

[code]
AgentManager::findAgentInRegistry: object wasn't found in Registry: Person:'<redacted>'[135], Place:'Place_47056'[147].
AgentManager::targetUpdated: Update received: Person 'pwalter'[135] was updated for Session '<redacted>@<redacted>'[108].
Agent[147`Place_47056]::Creating object{
Place[147`Place_47056]::
DN[320`47056]Extension::
Agent[147`Place_47056]::enabling
Agent[147`Place_47056]::Unable to checkout a license, deleting agent
13:08:07.743 Std 07100 Licensing violation is identified, the violation type Feature usage level has exceeded
[/code]

Regards,
Andrew