Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: C_Genesys on June 23, 2016, 11:42:16 AM

Title: lot of OCS call to emergency / default routing
Post by: C_Genesys on June 23, 2016, 11:42:16 AM

Calls are going to default routing

15:10:37.217 Int 20001 interaction 035a02843f9eeecc is started
_I_I_035a02843f9eeecc [01:14] current call classification: media=voice(100), service=default(200), segment=default(300)
15:10:37.217_I_I_035a02843f9eeecc [09:06] >>>>>>>>>>>>start interp()
_I_I_035a02843f9eeecc [09:04] ASSIGN: __Return(SCRIPT) <- STRING: ""
_I_I_035a02843f9eeecc [09:04] ASSIGN: __Return(SCRIPT) <- STRING: ""
_I_I_035a02843f9eeecc [09:04] ASSIGN: __DBReturn(SCRIPT) <- STRING: ""
_I_I_035a02843f9eeecc [09:04] ASSIGN: __DBStrReturn(SCRIPT) <- STRING: ""
_I_I_035a02843f9eeecc [09:04] ASSIGN: __TargetVar(SCRIPT) <- STRING: ""
_I_I_035a02843f9eeecc [09:04] ASSIGN: vCampaignGroupName(LOCAL) <- STRING: "OCS_LSV_LEADS_TEAM_4"
_I_I_035a02843f9eeecc [09:04] ASSIGN: vAgentGroup(LOCAL) <- STRING: "OCS_LSV_LEADS_TEAM_4.GA"
_I_I_035a02843f9eeecc [09:04] ASSIGN: vCampaignName(LOCAL) <- STRING: "OCS_LSV_LEADS_Verzekeren"
_I_I_035a02843f9eeecc [09:04] ASSIGN: vOutboundVQ(LOCAL) <- STRING: "VQ_OCS_LSV_LEADS_Verzekeren"
15:10:37.217 Int 22000 ##### INFO 035a02843f9eeecc: OCS_Queued for OCS_LSV_LEADS_TEAM_4.GA
_C_W_035a02843f9eeecc [14:02] can not find tserver for vq VQ_OCS_LSV_LEADS_Verzekeren for ten Resources(101), vq support is ignored
_M_I_035a02843f9eeecc [17:0f] VQ 1d05e290 [at all 81 0 0] 1 Target(s), flag=8808a, guid: 0Resources|VQ_OCS_LSV_LEADS_Verzekeren|1|d-1|1|00||||||01StatTimeInReadyState|00{}{}{}[]OCS_LSV_LEADS_TEAM_4@Er_StatSrv_Z11.GA
_C_W_035a02843f9eeecc [14:02] can not find tserver for vq VQ_OCS_LSV_LEADS_Verzekeren for ten Resources(101), vq support is ignored
_C_W_035a02843f9eeecc [14:02] can not find tserver for vq VQ_OCS_LSV_LEADS_Verzekeren for ten Resources(101), vq support is ignored
15:10:37.218 Int 22000 ##### ERROR 035a02843f9eeecc: OCS_Routed to default!
15:10:37.218 Int 20003 interaction 035a02843f9eeecc is routed to default

Title: Re: lot of OCS call to emergency / default routing
Post by: cavagnaro on June 23, 2016, 04:22:30 PM

can not find tserver for vq ...so...check your strategies Sir and TServer logs

Title: Re: lot of OCS call to emergency / default routing
Post by: nonny on June 27, 2016, 01:09:11 AM

Also check that your VQs/Group exists and is spelled correctly.

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Title: Re: lot of OCS call to emergency / default routing
Post by: hsujdik on June 27, 2016, 05:39:31 PM

And no changes have been made since? Because if the VQ alias was correct, I would double check the connection with the T-Server (or SIP Server) where the VQ resides from URS (and double check the "Std" level messages to make sure they haven't lost communication on that period

Title: Re: lot of OCS call to emergency / default routing
Post by: Dionysis on June 28, 2016, 01:32:39 PM

Whether the VQ exists or not shouldn't matter, need the OCS logs to see what's actually happening.

I suspect it might be that OCS is not monitoring the DN, or agent, where the call is answered.  For example, OCS monitors "Agent Group 1" for the Campaign, but URS (or PBX) routes the call to an agent in "Agent Group 2".  This would cause exactly the behaviour you're seeing.