Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: frogmero on August 31, 2016, 01:39:43 PM
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Hello everybody ???
i have a issue in our genesys plattform, we lost call with agens available, the log that show us:
(No answer at DN)
AttributeClientID 5
AttributeThisDN '11006'
AttributeConnID 006b028b9a9a5c50
AttributeOtherDN '9419'
AttributeRouteType 0 (RouteTypeUnknown)
AttributeReason [297] 00 0b 00 00..
'RVQID' 'KNU77DF27H6291F0T8QRBFUBEG00C299'
'RVQDBID' '578'
'RTargetTypeSelected' '2'
'RTargetObjectSelected' '?:Skill_HFC_RECL_DTS>1'
'RTargetAgentSelected' '19500921-k'
'RTargetAgSelDBID' '3807'
'RTargetPlaceSelected' '9419'
'RTargetPlSelDBID' '527'
'RTenant' 'Resources'
'RTenantDBID' '101'
'RTR' 114
AttributeReferenceID 2656642
AttributeErrorMessage 'No answer at DN'
AttributeErrorCode 232
AttributeExtensions [181] 00 09 00 00..
'CUSTOMER_ID' 'Resources'
'VQ' 'VQ_HFC_RECL_DTS'
'AGENT' '19500921-k'
'PLACE' '9419'
'DN' '9419'
'ACCESS' '9419'
'SWITCH' 'SIP_Switch'
'NVQ' 5
'TARGET' '?:Skill_HFC_RECL_DTS>1@SS.GA'
AttributeTimeinSecs 1472647920 (09:52:00)
AttributeTimeinuSecs 40000
@09:52:02.0360 [0] 8.1.100.84 distribute_event: message EventAbandoned
AttributeEventSequenceNumber 0000000001663e16
AttributeTimeinuSecs 36000
AttributeTimeinSecs 1472647922 (09:52:02)
AttributeExtensions [73] 00 03 00 00..
'OtherTrunkName' '6001'
'BusinessCall' 1
'ReleasingParty' '2 Remote'
AttributeOtherDNRole 1
AttributeOtherDN '229788732'
AttributeThisQueue '11006'
AttributeCollectedDigits ''
AttributeThisDNRole 2
AttributeThisDN '11006'
AttributeANI '229788732'
AttributeDNIS '11006'
AttributeUserData [2141] 00 48 00 00..
'X-origen' 'AST'
'XDNIS' '11006'
'CALLID' '1001011689H0160831'
'ALERTAS' 'No hay alertas'
'DEUDA' '0'
'ESTADO' 'ACTIVO'
'SERV_CONTR' 'FONO = SI | TV = SI | INTERNET = SI'
'NUM_CONTR' '0'
'NOMBRE' 'Campo CONTANOMBRE de tabla contrato sin datos'
'RUT' '53179673'
'ANIClienteIVR' '229788732'
'Nombre_Estrategia' 'Fase_V'
'RoutingDN' '11006'
'NumeroBloques' 9
'IntegrationString' 'EventCallAccepted,241119,GENESYS,29788732,,,,,,,,11006'
'Agent_Group' 'VG_HFC_RECL_DTS@SS.GA'
'Agentes_Loged_IN_En_Global_Agent_Group' 15
'Global_Agent_Group' 'VG_HFC_RECL'
'Habilidad' 'Skill_HFC_RECL_DTS'
'Prioridad' '4'
'Retorno_SP' '0'
'StatAgentesLogueados' 15
'StatAgentesReady' 5
'StatLlamadasEnCola' 0
'Virtual_Queue' 'VQ_HFC_RECL_DTS'
'X-Genesys-CallID' '1001011689H0160831'
'X-Genesys-ConnID' '006b028b9a9a5c50'
'cortar_llamada' 'NO'
'delay_cola' '3600'
'flag_reporte' '11006 HFC_RECLAMOS'
'mensaje' 'SI'
'plat_dbid' '19'
'prompt_fuera_horario' ''
'sp_accion' '0'
'FuncionEsperaBloque1' 'Skill_HFC_RECL_DTS>4'
'FuncionEsperaBloque2' 'Skill_HFC_RECL_DTS>3'
'FuncionEsperaBloque3' 'Skill_HFC_RECL_DTS>1'
'FuncionEsperaBloque4' 'Skill_HFC_RECL_DTS>0'
'TiempoEsperaBloque1' '0'
'TiempoEsperaBloque2' '0'
'TiempoEsperaBloque3' '0'
'TiempoEsperaBloque4' '3600'
'RPVQID' 'KNU77DF27H6291F0T8QRBFUBEG00C299'
'FuncionEsperaBloque' 'Skill_HFC_RECL_DTS>0'
'TiempoEsperaBloque' '3600'
'RTargetAgentGroup' '?:Skill_HFC_RECL_DTS>1'
'RTargetAgentGroup' '?:Skill_HFC_RECL_DTS>4'
'RTargetAgentGroup' '?:Skill_HFC_RECL_DTS>0'
'RTargetAgentGroup' '?:Skill_HFC_RECL_DTS>3'
'RVQID' 'KNU77DF27H6291F0T8QRBFUBEG00C299'
'RVQDBID' '578'
'RTargetTypeSelected' '2'
'RTargetRuleSelected' ''
'RTargetObjectSelected' '?:Skill_HFC_RECL_DTS>1'
'RTargetObjSelDBID' ''
'RTargetAgentSelected' '19500921-k'
'RTargetAgSelDBID' '3807'
'RTargetPlaceSelected' '9419'
'RTargetPlSelDBID' '527'
'RTenant' 'Resources'
'RTenantDBID' '101'
'CBR-actual_volume' ''
'CBR-Interaction_cost' ''
'CBR-contract_DBIDs' ''
'CBR-IT-path_DBIDs' ''
'RRequestedSkillCombination' ''
'RRequestedSkills'(list)
'RTargetRequested' '?:Skill_HFC_RECL_DTS>4'
'CustomerSegment' 'default'
'ServiceType' 'default'
'ServiceObjective' ''
'PegAG?:Skill_HFC_RECL_DTS>1' 1
AttributeCallUUID '4LE2JTULHL0UDFR32FIKD32GQK007BEV'
AttributeConnID 006b028b9a9a5c50
AttributeCallID 241119
AttributePropagatedCallType 2
AttributeCallType 2
AttributeCallState 0
where are the issue? Terminal? Sip Server? Infraestructure NET?
PLs help me !!!!! ;D
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Ermm, you think we can help troubleshoot complex problem with just that?
Abandon means customer released the call while on queue
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the issue are with "Agents Availables" we lost calls, it's clear that costumers released the calls, but without queue....is freak.
In our server, show an (No answer at DN)
AttributeClientID 5
AttributeThisDN '11006'
AttributeConnID 006b028b9a9a5c50
AttributeOtherDN '9419'
[b] AttributeRouteType 0 (RouteTypeUnknown)
AttributeReason [297] 00 0b 00 00..[/b]
'RVQID' 'KNU77DF27H6291F0T8QRBFUBEG00C299'
'RVQDBID' '578'
'RTargetTypeSelected' '2'
'RTargetObjectSelected' '?:Skill_HFC_RECL_DTS>1'
'RTargetAgentSelected' '19500921-k'
'RTargetAgSelDBID' '3807'
'RTargetPlaceSelected' '9419'
'RTargetPlSelDBID' '527'
'RTenant' 'Resources'
'RTenantDBID' '101'
'RTR' 114
AttributeReferenceID 2656642
[u][b] AttributeErrorMessage 'No answer at DN'
AttributeErrorCode 232[/b][/u]
AttributeExtensions [181] 00 09 00 00..
Master pls help me...
Sorry for my english.
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Then post whole URS logs
Also post URS config
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If it is a call that is going to another "switch", could mean that the signalization is not working properly (SIP messages not arriving the destination SIP Server, for example). Or, could be the agent that had it ringing on his/her extension, but did not pickup the call.
SIP Server (or T-Server) logs in this case would be more suitable for the error code that you got.
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Let me found log, but @hsujdik we have AutoAnswer Configuration.
Thanks for your help.....
:)
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@hsujdik, @cavagnaro. An interesting point is that this issue is random , day with many LostCall and others without a problem : ' ( : ' (
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Logs
Enviado de meu E6633 usando Tapatalk
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We don't have much to go on with, but one thing you could check is logging levels on IWS/WDE. I have seen some cases where WDE, with auto-answer set, failed to answer calls at times when large numbers of configuration changes were being made, due to high logging levels. The high logging levels causing a high load at times when configuration changes were being made.
It's just a thought and may not be your problem, but if IWS/WDE logging levels are high, and you see a lot of config changes made in IWS/WDE logs at the times that calls are being abandoned, consider setting logging levels to standard except when troubleshooting is needed.
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[quote author=frogmero link=topic=9824.msg44543#msg44543 date=1472661286]
@hsujdik, @cavagnaro. An interesting point is that this issue is random , day with many LostCall and others without a problem : ' ( : ' (
[/quote]
I dont think so, this kind of issues are not randomly... ::) I could be a mistake on a bad-developed subroutine or strategy which is only reproduces under certain ciscustances. Please, upload the whole Sip server logs, URS logs and StatServer logs.
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Hi,
I have encountered the same error:
AttributeErrorMessage 'No answer at DN'
AttributeErrorCode 232
and after hours of investigating in Genesys logs, Genesys support page and on this forum, it turned out to be a problem on firewall, on which was "somehow added" rule partially prohibiting SIP communication (few phone calls were ok, few were interrupted).
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Network admin guy: Nothing here. Everything is perfect...move on...move on... ;D