Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: DJM on February 01, 2007, 02:14:45 AM

Title: Calls being abandoned while ringing on Agent's phone
Post by: DJM on February 01, 2007, 02:14:45 AM
Hi all,

Genesys 7.1 URS/T-Server etc, Nortel Meridian/Symposium environment

We are having a problem whereby callers are reporting that they are getting cut off after the call exits the IVR. (which is when the Target Agent Strategy runs)

Looking in the logs, it just appears as tho the caller hung up when the call was ringing on the agent's phone (they don't have auto-answer here)

For example:

@11:16:58.2300
.
.
@11:17:01.7770 [<<] FF 0A 00 38 06 00 00 08 0F 00 37 04 04 51 36 08 00 08 32 34 32 38 38 03 06 3A 04 16 84 39 0D 00 00 30 36 39 35 32 32 35 39 30 32 03 08 96 06 00 00 02 09 5F 05 0B 11 02
   Status Change
   This Device TN:451
   This Device DN:Internal, 2428
   This Device Status:Unringing
   Other Device TN:1684
   Other Device DN:Unknown, XXXXXX
   Call Type:8
   Call ID:209
   Enhanced Time Stamp:11:17:02

@11:17:01.7770

Callers are reporting that they get disconnected after 'leaving the IVR', but really that doesn't mean a lot, as the call could have left the IVR, been transfered back to targetgent RoutePoint, ran strategy, targeting and routed call to the Agent, and then something happened after eventringing..

Anyone ever seen something like this before??

Quite a tough one, the CSC is saying this is affecting (or is it effecting  :-[) their KPIs, as some abandons may not be valid

many thanks

Title: Re: Calls being abandoned while ringing on Agent's phone
Post by: cavagnaro on February 01, 2007, 02:40:52 AM
Maybe a log more complete will help to see the full problem.
What PBX are you using? Was this working ok? any recent change on PBX or Genesys?
Does it fails on internal calls too?
I remember an issue where using  a VTO external calls where not routed properly, had to do a change on PBX to make it work, mine was Alcatel OXE.
Title: Re: Calls being abandoned while ringing on Agent's phone
Post by: Jeff on February 01, 2007, 01:33:43 PM
Maybe a log more complete will help to see the full problem.
What PBX are you using? Was this working ok? any recent change on PBX or Genesys?
Does it fails on internal calls too?
I remember an issue where using  a VTO external calls where not routed properly, had to do a change on PBX to make it work, mine was Alcatel OXE.

He said it was Nortel and that it was Symposium.  ;D

DJM - please post T-Server log, because otherwise we would be just guessing.

Here are some of the things to watch out for:

1. route-consult-call = true in URS
2. no-call-disconnect = 4 (I hope)

please post the log here :)

(if you need to remove some attach-data with client info, by all means, of course)


Title: Re: Calls being abandoned while ringing on Agent's phone
Post by: DJM on February 01, 2007, 07:54:53 PM
Hi guys,

here is t-server log, have had to do a LOT of find and replaces to hide KVPs, just because of the fact that whatever I post, anyone could look at (ie people outside of this community)

URS options Jeff as follows:

[default]
agent_reservation=false
automatic_attach=false
call_tracking=true
compat_treatments=true
default_destination=
default_object=agent
extrouter_timeout=0
give_treatment=false
hide_private_data=false
ignore_customer_id=true
on_route_error=reroute
on_router_activated=default
reg_delay=2
report_targets=true
request_timeout=0
route_consult_call=false
skip_targets=never
targets_order=random
transfer_time=15
transfer_to_agent=false
transition_time=15
unloaded_cdn=defaultignore
use_agent_capacity=false
use_agentid=false
use_dn_type=extension
use_extrouter=true
use_ivr_info=true
use_service_objective=false
use_translation=false
validate=false
verbose=true
verification_time=1


And here is the t-server log. call in question is 007b016b51b948e6

many thanks

Oh, in terms of recent changes etc etc.. Yes there have been recent changes, but this issue has been around for a while, but the customer is now bringing it up again, as a new release (new strategies etc) has been made. Only happens occasionally, hasn't been reported to happen for any internal calls.

Tserver for Nortel Communication Server 1000 with SCCS/MLS, Version: 7.1.003.03 Compiled: Aug 29 2005 10:49:57
Genesys Telecommunications Laboratories, Inc., Copyright 1991 - 2005
Application name: T-Server_A
Application type: TServer (1)
Command line:     XXX
Host name:        XXX
DST:              XXX
Time zone:        XXX
UTC time:         XXX
Local time:       XXX
Start time (UTC): XXX
Running time:     XXX
Host info:        Windows 5.0.2195, 2, Service Pack 4, 4.0, 0112, 3
File:             (59) XXX

*--> From where router is about to push the call to the agent on DN 2428

11:16:58.027 Trc 04541 RequestRouteCall received from 564 (0006 CIM_URS_a)
message RequestRouteCall
   AttributeThisDN   '4411'
   AttributeConnID   007b016b51b948e6
   AttributeOtherDN   '2428'
   AttributeExtensions   [290] 00 0A 00 00..
      'DEFAULT#'   '4300'
      'CUSTOMER_ID'   'Resources'
      'VQ'   'aVQ'
      'AGENT'   'AnAgent'
      'PLACE'   'aPlace'
      'DN'   '2428'
      'ACCESS'   '2428'
      'SWITCH'   'XXXXX'
      'NVQ'   1
      'TARGET'   '?:aSkill > 0 & aSkill  > 0 & aSkill  >= 8@StatServer_Rtg_a.GA'
   AttributeRouteType   0 (RouteTypeUnknown)
   AttributeReferenceID   2058
11:16:58.027 Int 04543 Interaction message "RequestRouteCall" received from 564 ("CIM_URS_a")
@11:16:58.0270 [tsgctm] Distributing request RequestRouteCall
@11:16:58.0270 [mlink] Party [007b016b51b948e6:4411,s2048,at4,r2,l1] (reqRouteCall)
   Route Call
   Reference ID:7437
   Call ID:209
   Controlled DN:4411
   Destination Address:Unknown, 2428
@11:16:58.0270 [>>] FF 0A 00 1E 06 74 37 0D 09 00 96 06 00 00 02 09 4B 06 34 34 31 31 31 08 00 00 32 34 32 38
@11:16:58.0730 [<<] FF 0A 00 21 06 F4 37 0D 0A 00 96 06 00 00 02 09 31 08 00 00 32 34 32 38 4B 06 34 34 31 31 AA 03 00
   Route Call Response
   Reference ID:7437
   Call ID:209
   Destination Address:Unknown, 2428
   Controlled DN:4411
   Call Status:Successful
@11:16:58.0730 [mlink] (processRouteCallResponse)
@11:16:58.0730 [gctm] distributing EventRouteUsed to model
@11:16:58.0730 [gctm] request RequestRouteCall deactivated in reqMgr
@11:16:58.0730 [gctm] Call [007b016b51b948e6/209,s6,t7] distributing EventRouteUsed
@11:16:58.0730 [gctm] Call [007b016b51b948e6/209,s6,t7] processRouteUsed
@11:16:58.0730 [gctm] Call [007b016b51b948e6/209,s6,t7] EventReleased delayed for party match.
@11:16:58.2300 [<<] FF 0A 00 1E 06 00 00 0D 0C 00 96 06 00 00 02 09 31 08 00 00 32 34 32 38 4B 06 34 34 31 31
   Route Call Routed
   Call ID:209
   Destination Address:Unknown, 2428
   Controlled DN:4411
@11:16:58.2300 [mlink] (processRouteCallRouted)
@11:16:58.2300 [gctm] distributing EventRouteUsed to model
@11:16:58.2300 [gctm] Call [007b016b51b948e6/209,s6,t7] distributing EventRouteUsed
@11:16:58.2300 [gctm] Call [007b016b51b948e6/209,s6,t7] processRouteUsed
@11:16:58.2300 [gctm] Call [007b016b51b948e6/209,s6,t7] EventReleased ignored, already have release.
@11:16:58.2300 [<<] FF 0A 00 3B 06 00 00 08 0F 00 37 04 04 51 36 08 00 08 32 34 32 38 38 03 03 3A 04 16 84 39 0D 00 00 30 36 39 35 32 32 35 39 30 96 06 00 00 02 09 5F 05 0B 10 3A E2 06 00 03 00 11
   Status Change
   This Device TN:451
   This Device DN:Internal, 2428
   This Device Status:Ringing
   Other Device TN:1684
   Other Device DN:Unknown, 069522590
   Call ID:209
   Enhanced Time Stamp:11:16:58
   RouteMember:30011
@11:16:58.2300 [mlink] (processStatusChange)
@11:16:58.2300 [mlink] (processScRinging)
@11:16:58.2300 [gctm] distributing EventRinging to model
@11:16:58.2300 [gctm] Call [007b016b51b948e6/209,s6,t7] distributing EventRinging
@11:16:58.2300 [mlink] Call [007b016b51b948e6/521,s6,t7] (processRinging)
@11:16:58.2300 [mlink] Call [007b016b51b948e6/521,s6,t7] (verifyRouteUsed). Generating EvRouteUsed.
@11:16:58.2300 [gctm] Call [007b016b51b948e6/209,s6,t7] distributing EventRouteUsed
@11:16:58.2300 [gctm] Call [007b016b51b948e6/209,s6,t7] processRouteUsed
@11:16:58.2300 [gctm] Call [007b016b51b948e6/209,s6,t7] EventReleased ignored, already have release.
@11:16:58.2300 [gctm] Call [007b016b51b948e6/209,s6,t7] processRinging
@11:16:58.2300 [gctm] Party [007b016b51b948e6:4411,s800,at4,r2,l1] release-party certain match to EventRinging
@11:16:58.2300 [gctm] Call [007b016b51b948e6/209,s6,t7] ReleaseParty match found.
@11:16:58.2300 [gctm] Party [007b016b51b948e6:4411,s800,at4,r2,l1] processRouteUsed
@11:16:58.2300 [gctm] Party [007b016b51b948e6:4411,s800,at4,r2,l1] Changing state to 0
@11:16:58.2300
   AttributeTimeinuSecs   230000
   AttributeTimeinSecs   1170213418 (11:16:58)
   AttributeThirdPartyDNRole   2
   AttributeThirdPartyDN   '2428'
   AttributeThisQueue   '4411'
   AttributeCallState   0
   AttributeOtherDN   '069522590'
   AttributeOtherDNRole   1
   AttributeOtherTrunk   5764
   AttributeThisDNRole   2
   AttributeThisDN   '4411'
   AttributeExtensions   [46] 00 02 00 00..
      'OrigAddress'   '069522590'
      'OrigAddrType'   bin: 00 00
   AttributeANI   '069522590'
   AttributeDNIS   '8601'
   AttributeUserData   [1272] 00 28 00 00..
      KVPs
      RRequestedSkills'(list)
      'PegRejected'   1
      KVPs
      'RTargetAgentGroup'   '?:ASkill > 0 & ASkill > 0 & ASkill >= 8'
      'RTargetRuleSelected'   ''
      'RTargetTypeSelected'   '2'
      'RTargetObjectSelected'   '?:ASkill > 0 & ASkill > 0 & ASkill >= 8'
      'RTargetAgentSelected'   'AnAgent'
      'RTargetPlaceSelected'   'aPlace'
      'RTenant'   'Resources'
      'RStrategyName'   'Voice Routing strat'
      'RTargetUsed'(list) 'TargetType'   '2'
                          'TargetName'   '?:ASkill > 0 & ASkill > 0 & ASkill >= 8'
      'RRequestedSkillCombination'   ''
   AttributeConnID   007b016b51b948e6
   AttributeCallID   521
   AttributeCallType   2
   AttributeReferenceID   2058
11:16:58.230 Int 04544 Interaction message "EventRouteUsed" generated
11:16:58.230 Trc 04542 EventRouteUsed sent to 564 (0006 CIM_URS_a)
11:16:58.230 Trc 04542 EventRouteUsed sent to 628 (003b CIM_StatServer_Rtg_b)
11:16:58.230 Trc 04542 EventRouteUsed sent to 556 (003a CIM_StatServer_Rtg_a)
11:16:58.230 Trc 04542 EventRouteUsed sent to 636 (0039 CIM_URS_b)
11:16:58.230 Trc 04542 EventRouteUsed sent to 604 (0020 CIM_StatServer_Rep_b)
11:16:58.230 Trc 04542 EventRouteUsed sent to 596 (001e CIM_StatServer_b)
11:16:58.230 Trc 04542 EventRouteUsed sent to 548 (0004 CIM_StatServer_a)
11:16:58.230 Trc 04542 EventRouteUsed sent to 532 (0002 CIM_StatServer_Ga)
@11:16:58.2300 [gctm] request RequestRouteCall removed from reqMgr
@11:16:58.2300 [ISCC] Debug: Party removed [ssp view]:
   @ c:007b016b51b948e6,01f44c30 @ m:0000000000000000,00000000,0000000000000000 p:2 i:00000209 nw:00000000:0000000000000000 t:2
     p:01f55020 @ c:007b016b51b948e6,01f44c30 r:1 t:1 s:0 n:069522590
   - p:01f4b010 @ c:007b016b51b948e6,01f44c30 r:2 t:0 s:0 n:4411
@11:16:58.2300 [ISCC] Debug: Party removed:
   @ c:007b016b51b948e6,01f44c30 @ m:0000000000000000,00000000 p:2 i:00000209 nw:0000000000000000 t:2
     p:0000000000000000,01f55020 @ c:007b016b51b948e6,01f44c30 r:1 ------ n:069522590:
   - p:0000000000000000,01f4b010 @ c:007b016b51b948e6,01f44c30 r:2 ------ n:4411:
@11:16:58.2300 [ISCC] Debug: Party object is removed: p:0000000000000000,00000000 n:4411:
@11:16:58.2300 [gctm] Party [007b016b51b948e6:4411,s0,at4,r2,l1] deleting.
@11:16:58.2300 [gctm] Party [007b016b51b948e6:2428,s0,at1,r2,l1] created.
@11:16:58.2300 [gctm] Party [007b016b51b948e6:2428,s0,at1,r2,l1] processRinging
@11:16:58.2300 [gctm] Party [007b016b51b948e6:2428,s0,at1,r2,l1] Changing state to a
@11:16:58.2300 [ISCC] Debug: Party added [ssp view]:
   @ c:007b016b51b948e6,01f44c30 @ m:0000000000000000,00000000,0000000000000000 p:2 i:00000209 nw:00000000:0000000000000000 t:2
     p:01f55020 @ c:007b016b51b948e6,01f44c30 r:1 t:1 s:0 n:069522590
   + p:01f51730 @ c:007b016b51b948e6,01f44c30 r:2 t:0 s:0 n:2428
@11:16:58.2300 [ISCC] Debug: Party added:
   @ c:007b016b51b948e6,01f44c30 @ m:0000000000000000,00000000 p:2 i:00000209 nw:0000000000000000 t:2
     p:0000000000000000,01f55020 @ c:007b016b51b948e6,01f44c30 r:1 ------ n:069522590:
   + p:0000000000000000,01f51730 @ c:007b016b51b948e6,01f44c30 r:2 ------ n:2428:
@11:16:58.2300 [BSYNC] Trace: Send to backup (T-Server_B) [580]: message EventCallPartyState
   AttributeDN   '2428'
   AttributePartyID   407b016b51b97508
   AttributeConnID   007b016b51b948e6
@11:16:58.2300 [BSYNC] Trace: Sent
@11:16:58.2300
   AttributeTimeinuSecs   230000
   AttributeTimeinSecs   1170213418 (11:16:58)
   AttributeCallState   0
   AttributeOtherDN   '069522590'
   AttributeOtherDNRole   1
   AttributeOtherTrunk   5764
   AttributeThisTrunk   1105
   AttributeThisDNRole   2
   AttributeThisDN   '2428'
   AttributeExtensions   [46] 00 02 00 00..
      'OrigAddress'   '069522590'
      'OrigAddrType'   bin: 00 00
   AttributeANI   '069522590'
   AttributeDNIS   '8601'
   AttributeUserData   [1272] 00 28 00 00..
      KVPs
      'RRequestedSkills'(list)
      KVPs
      'RTargetAgentGroup'   '?:ASkill > 0 & ASkill > 0 & ASkill >= 8'
      'RTargetRuleSelected'   ''
      'RTargetTypeSelected'   '2'
      'RTargetObjectSelected'   '?:ASkill > 0 & ASkill > 0 & ASkill >= 8'
      'RTargetAgentSelected'   'AnAgent'
      'RTargetPlaceSelected'   'APlace'
      'RTenant'   'Resources'
      'RStrategyName'   'Voice Routing'
      'RTargetUsed'(list) 'TargetType'   '2'
                          'TargetName'   '?:ASkill > 0 & ASkill > 0 & ASkill >= 8'
      'RRequestedSkillCombination'   ''
   AttributeConnID   007b016b51b948e6
   AttributeCallID   521
   AttributeCallType   2
11:16:58.230 Int 04544 Interaction message "EventRinging" generated
11:16:58.230 Trc 04542 EventRinging sent to 612 (0137 DesktopToolkitX)
11:16:58.230 Trc 04542 EventRinging sent to 628 (003b CIM_StatServer_Rtg_b)
11:16:58.230 Trc 04542 EventRinging sent to 556 (003a CIM_StatServer_Rtg_a)
11:16:58.230 Trc 04542 EventRinging sent to 604 (0020 CIM_StatServer_Rep__B)
11:16:58.230 Trc 04542 EventRinging sent to 596 (001e CIM_StatServer_Global_b)
masked for 540 (0003 InfoLink)
11:16:58.230 Trc 04542 EventRinging sent to 548 (0004 CIM_StatServer_Rep_a)
11:16:58.230 Trc 04542 EventRinging sent to 532 (0002 CIM_StatServer_Global_a)
11:16:58.464 Trc 04541 RequestDistributeEvent received from 564 (0006 CIM_URS_a)
message RequestDistributeEvent
   AttributeUserEvent   EventDiverted
   AttributeReferenceID   4294967295
   AttributeCustomerID   'Resources'
   AttributeConnID   007b016b51b948e6
   AttributeCallID   521
   AttributeCallType   2
   AttributeThisDN   'VQ'
   AttributeThisQueue   'VQ'
   AttributeThisDNRole   2
   AttributeOtherDN   '069522590'
   AttributeOtherDNRole   1
   AttributeThirdPartyDN   '2428'
   AttributeThirdPartyDNRole   2
   AttributeDNIS   '8601'
   AttributeUserData   [1272] 00 28 00 00..
      KVPs
      'RRequestedSkills'(list)
      KVP
      'PegRejected'   1
      KVPs
      'RTargetAgentGroup'   '?:aSkill > 0 & aSkill > 0 & aSkill >= 8'
      'RTargetRuleSelected'   ''
      'RTargetTypeSelected'   '2'
      'RTargetObjectSelected'   '?:aSkill > 0 & aSkill > 0 & aSkill >= 8'
      'RTargetAgentSelected'   'AnAgent'
      'RTargetPlaceSelected'   'APlace'
      'RTenant'   'Resources'
      'RStrategyName'   'Voice Routing'
      'RTargetUsed'(list) 'TargetType'   '2'
                          'TargetName'   '?:aSkill > 0 & aSkill > 0 & aSkill >= 8'
      'RRequestedSkillCombination'   ''
   AttributeExtensions   [92] 00 04 00 00..
      'SIGNATURE'   'router'
      'NAME'   'CIM_URS_a'
      'VERSION'   'Version: 7.1.000.04'
      'CLUSTER'   'CIM_URS_a'
11:16:58.464 Int 04543 Interaction message "RequestDistributeEvent" received from 564 ("CIM_URS_a")
@11:16:58.4640
   AttributeTimeinuSecs   464000
   AttributeTimeinSecs   1170213418 (11:16:58)
   AttributeReferenceID   4294967295
   AttributeThisDN   'VQ'
   AttributeUserEvent   RequestDistributeEvent
11:16:58.464 Trc 04542 EventACK sent to 564 (0006 CIM_URS_a)
@11:16:58.4640
   AttributeTimeinuSecs   464000
   AttributeTimeinSecs   1170213418 (11:16:58)
   AttributeExtensions   [92] 00 04 00 00..
      'SIGNATURE'   'router'
      'NAME'   'CIM_URS_a'
      'VERSION'   'Version: 7.1.000.04'
      'CLUSTER'   'CIM_URS_a'
   AttributeUserData   [1272] 00 28 00 00..
      KVPs
      'RRequestedSkills'(list)
      KVPs
      'PegRejected'   1
      KVPs
      'RTargetAgentGroup'   '?:aSkill > 0 & aSkill > 0 & aSkill >= 8'
      'RTargetRuleSelected'   ''
      'RTargetTypeSelected'   '2'
      'RTargetObjectSelected'   '?:aSkill > 0 & aSkill > 0 & aSkill >= 8'
      'RTargetAgentSelected'   'AnAgent'
      'RTargetPlaceSelected'   'APlace'
      'RTenant'   'Resources'
      'RStrategyName'   'Voice Routing'
      'RTargetUsed'(list) 'TargetType'   '2'
                          'TargetName'   '?:aSkill > 0 & aSkill > 0 & aSkill >= 8'
      'RRequestedSkillCombination'   ''
   AttributeDNIS   '8601'
   AttributeThirdPartyDNRole   2
   AttributeThirdPartyDN   '2428'
   AttributeOtherDNRole   1
   AttributeOtherDN   '069522590'
   AttributeThisDNRole   2
   AttributeThisQueue   'VQ'
   AttributeThisDN   'VQ'
   AttributeCallType   2
   AttributeCallID   521
   AttributeConnID   007b016b51b948e6
   AttributeCustomerID   'Resources'
   AttributeReferenceID   4294967295

second half to follow..
Title: Re: Calls being abandoned while ringing on Agent's phone
Post by: DJM on February 01, 2007, 07:55:25 PM
second half.. to big to post together

11:16:58.464 Trc 04542 EventDiverted sent to 628 (003b CIM_StatServer_Rtg_b)
11:16:58.464 Trc 04542 EventDiverted sent to 556 (003a CIM_StatServer_Rtg_a)
11:16:58.464 Trc 04542 EventDiverted sent to 636 (0039 CIM_URS_b)
11:16:58.464 Trc 04542 EventDiverted sent to 604 (0020 CIM_StatServer_Rep__B)
11:16:58.464 Trc 04542 EventDiverted sent to 596 (001e CIM_StatServer_Global_b)
11:16:58.464 Trc 04542 EventDiverted sent to 548 (0004 CIM_StatServer_Rep_a)
11:16:58.464 Trc 04542 EventDiverted sent to 532 (0002 CIM_StatServer_Global_a)
11:16:58.464 Trc 04541 RequestDeletePair received from 564 (0006 CIM_URS_a)
message RequestDeletePair
   AttributeThisDN   '4411'
   AttributeConnID   007b016b51b948e6
   AttributeDataKey   'RTargetAgentGroup'
   AttributeReferenceID   2059
11:16:58.464 Int 04543 Interaction message "RequestDeletePair" received from 564 ("CIM_URS_a")
@11:16:58.4640 Call [007b016b51b948e6]: urid 001a007b
@11:16:58.4640 [BSYNC] Trace: Send to backup (T-Server_B) [580]: message RequestSetCallInfo
   AttributeUpdateRevision   1704059
   AttributeUserData   [1177] 00 27 00 00..
      KVPs
      'RRequestedSkills'(list)
      KVPs
      'PegRejected'   1
      KVPs
      'RTargetRuleSelected'   ''
      'RTargetTypeSelected'   '2'
      'RTargetObjectSelected'   '?:aSkill > 0 & aSkill > 0 & aSkill >= 8'
      'RTargetAgentSelected'   'AnAgent'
      'RTargetPlaceSelected'   'APlace'
      'RTenant'   'Resources'
      'RStrategyName'   'Voice Routing'
      'RTargetUsed'(list) 'TargetType'   '2'
                          'TargetName'   '?:aSkill > 0 & aSkill > 0 & aSkill >= 8'
      'RRequestedSkillCombination'   ''
   AttributeConnID   007b016b51b948e6
@11:16:58.4640 [BSYNC] Trace: Sent
@11:16:58.4640
   AttributeTimeinuSecs   464000
   AttributeTimeinSecs   1170213418 (11:16:58)
   AttributeThirdPartyDN   '4411'
   AttributeThisDNRole   2
   AttributeThisDN   '2428'
   AttributeANI   '069522590'
   AttributeDNIS   '8601'
   AttributeUserData   [1177] 00 27 00 00..
      KVPs
      'RRequestedSkills'(list)
      KVPs
      'PegRejected'   1
      KVPs
      'RTargetRuleSelected'   ''
      'RTargetTypeSelected'   '2'
      'RTargetObjectSelected'   '?:aSkill > 0 & aSkill > 0 & aSkill >= 8'
      'RTargetAgentSelected'   'AnAgent'
      'RTargetPlaceSelected'   'APlace'
      'RTenant'   'Resources'
      'RStrategyName'   'Voice Routing'
      'RTargetUsed'(list) 'TargetType'   '2'
                          'TargetName'   '?:aSkill > 0 & aSkill > 0 & aSkill >= 8'
      'RRequestedSkillCombination'   ''
   AttributeConnID   007b016b51b948e6
   AttributeCallID   521
   AttributeCallType   2
11:16:58.464 Int 04544 Interaction message "EventAttachedDataChanged" generated
11:16:58.464 Trc 04542 EventAttachedDataChanged sent to 612 (0137 DesktopToolkitX)
11:16:58.464 Trc 04542 EventAttachedDataChanged sent to 628 (003b CIM_StatServer_Rtg_b)
11:16:58.464 Trc 04542 EventAttachedDataChanged sent to 556 (003a CIM_StatServer_Rtg_a)
11:16:58.464 Trc 04542 EventAttachedDataChanged sent to 604 (0020 CIM_StatServer_Rep__B)
11:16:58.464 Trc 04542 EventAttachedDataChanged sent to 596 (001e CIM_StatServer_Global_b)
11:16:58.464 Trc 04542 EventAttachedDataChanged sent to 540 (0003 InfoLink)
11:16:58.464 Trc 04542 EventAttachedDataChanged sent to 548 (0004 CIM_StatServer_Rep_a)
11:16:58.464 Trc 04542 EventAttachedDataChanged sent to 532 (0002 CIM_StatServer_Global_a)
@11:16:58.4640 [ISCC] Debug: Updated call:
   i c:007b016b51b948e6,01f44c30 @ m:0000000000000000,00000000 p:2 i:00000209 nw:0000000000000000 t:2
     p:0000000000000000,01f55020 @ c:007b016b51b948e6,01f44c30 r:1 ------ n:069522590:
     p:0000000000000000,01f51730 @ c:007b016b51b948e6,01f44c30 r:2 ------ n:2428:
@11:16:58.4640 [ISCC] Trace: UserData propagation has been started
@11:16:58.4640 [ISCC] Trace: UserData propagation has been finished
@11:16:58.4640
   AttributeTimeinuSecs   464000
   AttributeTimeinSecs   1170213418 (11:16:58)
   AttributeReferenceID   2059
   AttributeThirdPartyDN   '4411'
   AttributeANI   '069522590'
   AttributeDNIS   '8601'
   AttributeUserData   [1177] 00 27 00 00..
      KVPs
      'RRequestedSkills'(list)
      KVPs
      'PegRejected'   1
      KVPs
      'RTargetRuleSelected'   ''
      'RTargetTypeSelected'   '2'
      'RTargetObjectSelected'   '?:aSkill > 0 & aSkill > 0 & aSkill >= 8'
      'RTargetAgentSelected'   'AnAgent'
      'RTargetPlaceSelected'   'APlace'
      'RTenant'   'Resources'
      'RStrategyName'   'Voice Routing'
      'RTargetUsed'(list) 'TargetType'   '2'
                          'TargetName'   '?:aSkill > 0 & aSkill > 0 & aSkill >= 8'
      'RRequestedSkillCombination'   ''
   AttributeConnID   007b016b51b948e6
   AttributeCallID   521
   AttributeCallType   2
11:16:58.464 Int 04545 Interaction message "EventAttachedDataChanged" sent to 564 ("CIM_URS_a")
11:16:58.464 Trc 04542 EventAttachedDataChanged sent to 564 (0006 CIM_URS_a)
@11:16:59.3230 [<<] FF 0A 00 32 06 00 00 08 0F 00 37 04 04 C8 36 09 00 08 34 32 36 31 32 38 03 01 4C 04 00 00 32 03 0A 96 06 00 00 02 09 53 06 00 00 03 EF 5F 05 0B 10 3A
   Status Change
   This Device TN:4c8
   This Device DN:Internal, 42612
   This Device Status:On-Hook
   Transfer Party DN:Unknown,
   Call Type:a
   Call ID:209
   Transfer Call ID:3ef
   Enhanced Time Stamp:11:16:58
@11:16:59.3230 [mlink] (processStatusChange)
@11:16:59.3230 [mlink] (processScOnhook)
@11:16:59.3230 [gctm] distributing EventPartyChanged to model
@11:16:59.3230 [gctm] Call [007b016b51b948e6/209,s6,t7] distributing EventPartyChanged
@11:16:59.3230 [gctm] Call [007b016b51b948e6/209,s6,t7] processPartyChanged
@11:16:59.3230 [gctm] Call [007b016b51b948e6/209,s6,t7] No consult call/3rdParty found - Ignored.
@11:17:01.7770 [gctm] Call [007b016b51b948e6/209,s6,t7] distributing EventAbandoned
@11:17:01.7770 [mlink] Call [007b016b51b948e6/521,s6,t7] (processAbandoned)
@11:17:01.7770 [gctm] Call [007b016b51b948e6/209,s6,t7] processAbandoned
@11:17:01.7770 [gctm] Party [007b016b51b948e6:2428,sa,at1,r2,l1] processAbandoned
@11:17:01.7770 [gctm] Party [007b016b51b948e6:2428,sa,at1,r2,l1] Changing state to 0
@11:17:01.7770
   AttributeTimeinuSecs   777000
   AttributeTimeinSecs   1170213421 (11:17:01)
   AttributeCallState   0
   AttributeOtherDN   '069522590'
   AttributeOtherDNRole   1
   AttributeOtherTrunk   5764
   AttributeThisTrunk   1105
   AttributeThisDNRole   2
   AttributeThisDN   '2428'
   AttributeExtensions   [46] 00 02 00 00..
      'OrigAddress'   '069522590'
      'OrigAddrType'   bin: 00 00
   AttributeANI   '069522590'
   AttributeDNIS   '8601'
   AttributeUserData   [1177] 00 27 00 00..
      KVPs
      'RRequestedSkills'(list)
      KVPs
      'PegRejected'   1
      KVPs
      'RTargetRuleSelected'   ''
      'RTargetTypeSelected'   '2'
      'RTargetObjectSelected'   '?:aSkill > 0 & aSkill > 0 & aSkill >= 8'
      'RTargetAgentSelected'   'AnAgent'
      'RTargetPlaceSelected'   'APlace'
      'RTenant'   'Resources'
      'RStrategyName'   'Voice Routing'
      'RTargetUsed'(list) 'TargetType'   '2'
                          'TargetName'   '?:aSkill > 0 & aSkill > 0 & aSkill >= 8'
      'RRequestedSkillCombination'   ''
   AttributeConnID   007b016b51b948e6
   AttributeCallID   521
   AttributeCallType   2
11:17:01.777 Int 04544 Interaction message "EventAbandoned" generated
11:17:01.777 Trc 04542 EventAbandoned sent to 612 (0137 DesktopToolkitX)
11:17:01.777 Trc 04542 EventAbandoned sent to 628 (003b CIM_StatServer_Rtg_b)
11:17:01.777 Trc 04542 EventAbandoned sent to 556 (003a CIM_StatServer_Rtg_a)
11:17:01.777 Trc 04542 EventAbandoned sent to 604 (0020 CIM_StatServer_Rep__B)
11:17:01.777 Trc 04542 EventAbandoned sent to 596 (001e CIM_StatServer_Global_b)
11:17:01.777 Trc 04542 EventAbandoned sent to 540 (0003 InfoLink)
11:17:01.777 Trc 04542 EventAbandoned sent to 548 (0004 CIM_StatServer_Rep_a)
11:17:01.777 Trc 04542 EventAbandoned sent to 532 (0002 CIM_StatServer_Global_a)
@11:17:01.7770 [gctm] Address [2428,t1,s0] processOnHook
@11:17:01.7770 [ISCC] Debug: Party removed [ssp view]:
   @ c:007b016b51b948e6,01f44c30 @ m:0000000000000000,00000000,0000000000000000 p:2 i:00000209 nw:00000000:0000000000000000 t:2
     p:01f55020 @ c:007b016b51b948e6,01f44c30 r:1 t:1 s:0 n:069522590
   - p:01f51730 @ c:007b016b51b948e6,01f44c30 r:2 t:0 s:0 n:2428
@11:17:01.7770 [ISCC] Debug: Party removed:
   @ c:007b016b51b948e6,01f44c30 @ m:0000000000000000,00000000 p:2 i:00000209 nw:0000000000000000 t:2
     p:0000000000000000,01f55020 @ c:007b016b51b948e6,01f44c30 r:1 ------ n:069522590:
   - p:0000000000000000,01f51730 @ c:007b016b51b948e6,01f44c30 r:2 ------ n:2428:
@11:17:01.7770 [ISCC] Debug: Party object is removed: p:0000000000000000,00000000 n:2428:
@11:17:01.7770 [gctm] Party [007b016b51b948e6:2428,s0,at1,r2,l1] deleting.
.
.

@11:17:02.7920 [gctm] Call [007b016b51b948e6/209,s6,ta] Removing ref to moved consult call 3ef
@11:17:02.8230 [<<] FF 0A 00 1A 06 F4 38 10 0A 00 36 09 00 00 34 32 34 32 38 71 03 00 3F 04 04 51
   Not Ready Response
   Reference ID:7438
   This Device DN:Unknown, 42428
   Result:Successful
   Origination TN:451
@11:17:31.7920 [gctm] Call [007b016b51b948e6/209,s6,ta] Abandon/Delete timer expired, deleting.
@11:17:31.7920 [gctm] Party [007b016b51b948e6:069522590,sc,at0,r1,l0] processReleased
@11:17:31.7920 [gctm] Party [007b016b51b948e6:069522590,sc,at0,r1,l0] Changing state to 0
@11:17:31.7920 [ISCC] Debug: Party removed [ssp view]:
   @ c:007b016b51b948e6,01f44c30 @ m:0000000000000000,00000000,0000000000000000 p:1 i:00000209 nw:00000000:0000000000000000 t:2
   - p:01f55020 @ c:007b016b51b948e6,01f44c30 r:1 t:1 s:0 n:069522590
@11:17:31.7920 [ISCC] Debug: Party removed:
   @ c:007b016b51b948e6,01f44c30 @ m:0000000000000000,00000000 p:1 i:00000209 nw:0000000000000000 t:2
   - p:0000000000000000,01f55020 @ c:007b016b51b948e6,01f44c30 r:1 ------ n:069522590:
@11:17:31.7920 [ISCC] Debug: Party object is removed: p:0000000000000000,00000000 n:069522590:
@11:17:31.7920 [gctm] Party [007b016b51b948e6:069522590,s0,at0,r1,l0] deleting.
@11:17:31.7920
   AttributeTimeinuSecs   792000
   AttributeTimeinSecs   1170213451 (11:17:31)
   AttributeANI   '069522590'
   AttributeDNIS   '8601'
   AttributeUserData   [1177] 00 27 00 00..
      KVPs
      'RRequestedSkills'(list)
      KVPs
      'PegRejected'   1
      KVPs
      'RTargetRuleSelected'   ''
      'RTargetTypeSelected'   '2'
      'RTargetObjectSelected'   '?:aSkill > 0 & aSkill > 0 & aSkill >= 8'
      'RTargetAgentSelected'   'AnAgent'
      'RTargetPlaceSelected'   'APlace'
      'RTenant'   'Resources'
      'RStrategyName'   'Voice Routing'
      'RTargetUsed'(list) 'TargetType'   '2'
                          'TargetName'   '?:aSkill > 0 & aSkill > 0 & aSkill >= 8'
      'RRequestedSkillCombination'   ''
   AttributeConnID   007b016b51b948e6
   AttributeCallID   521
   AttributeCallType   2
   AttributeThisDN   'Median_PBX::'
@11:17:31.7920 [ISCC] Debug: Party object is removed: p:0000000000000000,00000000 n::
11:17:31.792 Int 04544 Interaction message "EventReleased" generated
11:17:31.792 Trc 04542 EventReleased sent to 628 (003b CIM_StatServer_Rtg_b)
11:17:31.792 Trc 04542 EventReleased sent to 556 (003a CIM_StatServer_Rtg_a)
11:17:31.792 Trc 04542 EventReleased sent to 604 (0020 CIM_StatServer_Rep__B)
11:17:31.792 Trc 04542 EventReleased sent to 596 (001e CIM_StatServer_Global_b)
11:17:31.792 Trc 04542 EventReleased sent to 548 (0004 CIM_StatServer_Rep_a)
11:17:31.792 Trc 04542 EventReleased sent to 532 (0002 CIM_StatServer_Global_a)
@11:17:31.7920 [ISCC] Debug: Call destroyed:
   - c:007b016b51b948e6,01f44c30 @ m:0000000000000000,00000000 p:0 i:00000209 nw:0000000000000000 t:2
@11:17:31.7920 [ISCC] Debug: Call object is removed: c:007b016b51b948e6,00000000
@11:17:31.7920 [gctm] Call [007b016b51b948e6/209,s6,t9] deleting.
@11:18:29.3390 [gctm]
.
.
.
.
Title: Re: Calls being abandoned while ringing on Agent's phone
Post by: Fra on February 01, 2007, 10:28:56 PM
Not clear what happens, anyway two things:


@11:16:58.2300
  • 7.1.003.03 distribute_response: message EventRouteUsed

   AttributeTimeinuSecs   230000
   AttributeTimeinSecs   1170213418 (11:16:58)
   AttributeThirdPartyDNRole   2
   AttributeThirdPartyDN   '2428'
   AttributeThisQueue   '4411'
   AttributeCallState   0
   AttributeOtherDN   '069522590'
   AttributeOtherDNRole   1
   AttributeOtherTrunk   5764
   AttributeThisDNRole   2
   AttributeThisDN   '4411'
   AttributeExtensions   [46] 00 02 00 00..
      'OrigAddress'   '069522590'
      'OrigAddrType'   bin: 00 00
   AttributeANI   '069522590'
   AttributeDNIS   '8601'
   AttributeUserData   [1272] 00 28 00 00..
      KVPs
      RRequestedSkills'(list)
      'PegRejected'   1
      KVPs
      'RTargetAgentGroup'   '?:ASkill > 0 & ASkill > 0 & ASkill >= 8'
      'RTargetRuleSelected'   ''
      'RTargetTypeSelected'   '2'
      'RTargetObjectSelected'   '?:ASkill > 0 & ASkill > 0 & ASkill >= 8'
      'RTargetAgentSelected'   'AnAgent'
      'RTargetPlaceSelected'   'aPlace'
      'RTenant'   'Resources'
      'RStrategyName'   'Voice Routing strat'
      'RTargetUsed'(list) 'TargetType'   '2'
                          'TargetName'   '?:ASkill > 0 & ASkill > 0 & ASkill >= 8'
      'RRequestedSkillCombination'   ''
   AttributeConnID   007b016b51b948e6
   AttributeCallID   521
   AttributeCallType   2
   AttributeReferenceID   2058

You have a PegRejected on RouteUsed; usually it means something wrong with the strategy.


@11:16:59.3230 [<<] FF 0A 00 32 06 00 00 08 0F 00 37 04 04 C8 36 09 00 08 34 32 36 31 32 38 03 01 4C 04 00 00 32 03 0A 96 06 00 00 02 09 53 06 00 00 03 EF 5F 05 0B 10 3A
   Status Change
   This Device TN:4c8
   This Device DN:Internal, 42612
   This Device Status:On-Hook
   Transfer Party DN:Unknown,
   Call Type:a
   Call ID:209
   Transfer Call ID:3ef
   Enhanced Time Stamp:11:16:58
@11:16:59.3230 [mlink] (processStatusChange)
@11:16:59.3230 [mlink] (processScOnhook)
@11:16:59.3230 [gctm] distributing EventPartyChanged to model
@11:16:59.3230 [gctm] Call [007b016b51b948e6/209,s6,t7] distributing EventPartyChanged
@11:16:59.3230 [gctm] Call [007b016b51b948e6/209,s6,t7] processPartyChanged
@11:16:59.3230 [gctm] Call [007b016b51b948e6/209,s6,t7] No consult call/3rdParty found - Ignored.
@11:17:01.7770 [gctm] Call [007b016b51b948e6/209,s6,t7] distributing EventAbandoned
@11:17:01.7770 [mlink] Call [007b016b51b948e6/521,s6,t7] (processAbandoned)
@11:17:01.7770 [gctm] Call [007b016b51b948e6/209,s6,t7] processAbandoned
@11:17:01.7770 [gctm] Party [007b016b51b948e6:2428,sa,at1,r2,l1] processAbandoned
@11:17:01.7770 [gctm] Party [007b016b51b948e6:2428,sa,at1,r2,l1] Changing state to 0


Who is DN 42612?
Title: Re: Calls being abandoned while ringing on Agent's phone
Post by: DJM on February 02, 2007, 12:02:19 AM
Hi Fra,


42612 is voice treatment port, (IVR port).. (nortel Peri)


PegRejected on RouteUsed, might be.. will try and see when it get's introduced, have a play in dev

Cheers
Title: Re: Calls being abandoned while ringing on Agent's phone
Post by: bbservice on February 12, 2008, 09:55:15 PM
Did it got solved and how? We actually face a similar problem

greetzzz
Title: Re: Calls being abandoned while ringing on Agent's phone
Post by: cmcshane on February 13, 2008, 12:01:57 AM
Looks like it could have been adandoned from ringing at the agents set. If the agents leave themselves in a ready state on the phone they'll be targeted by URS. Because you don't have auto-answer the call will ring at the set until answered. There's a threshold on the pbx for the number of ring cycles. Once this is passed the pbx will disconnect the call. Have you tried building a CCPulse view for the VQ in question and creating a stat using 'CallAbandonedFromRinging' as the MainMask ?
Title: Re: Calls being abandoned while ringing on Agent's phone
Post by: bbservice on February 13, 2008, 04:18:59 PM
Isseu was on PBX side, send after 4 seconds to unexisting Queue in genesys
Title: Re: Calls being abandoned while ringing on Agent's phone
Post by: bcyk on February 16, 2008, 01:15:21 PM
Dear All,


Hoping that beow info helps....

URS options
       give_treatment=false
       route_consult_call=false (it was bolded in previous mail!)

According to description, inbound call flow looks like this:
    [Caller] --> [Nortel PABX] -----> [IVR]
                         CDN <----------- (operator assistance)
                         CDN --> URS ---> ready agent

Above URS option should be:
       give_treatment=true
       route_consult_call=true

The route_consult_call must be true because call transfer from IVR is a consult call type.

"give_treatment" option is to instruct URS to send "ApplyRingingTreatment" to Nortel switch (via T-server, of course) when calls arrives at Routing Point. Nortel M-link and Symposiun link provide host-based routing service by below steps:
      1. CDN must be configured to AST=YES and control=YES
          (NB: in Symposium-link version in 2007, these options were overridded by
                 Genesys T-server; thus, no configuration on Nortel switch side!
                 Behaviours were different from older version....!!!!!!)
















Title: Re: Calls being abandoned while ringing on Agent's phone
Post by: bcyk on February 16, 2008, 01:25:39 PM
Sorry..... hit [tab] and [enter] accidentally....


"give_treatment" option is to instruct URS to send "ApplyRingingTreatment" to Nortel switch (via T-server, of course) when calls arrives at Routing Point. Nortel M-link and Symposiun link provide host-based routing service by below steps:
      1. CDN must be configured to AST=YES and control=YES
          (NB: in Symposium-link version in 2007, these options were overridded by
                 Genesys T-server; thus, no configuration on Nortel switch side!
                 Behaviours were different from older version....!!!!!!)
      2. When call arrives at CDN and it is controlled by external host, Nortel switch
          starts a timer for 4 (four) seconds
          - if there is any reply or response (e.g. give ringback treatment, routed use,),
            Nortel switch ASSUMES the call is being taken care by external host and give up monitoring the call interaction
          - if timer expires, Nortel switch takes over the call control and divert it to "default ACD" associated to THE current CDN


Nortel switch configuration verification

==> Please also verify what is the default ACD of the CDN at which URS strategy is attached; it may not help for this case, it does help to understand call flow in exceptional case.

==> check if the ring-no-answer option in agent's phone station.
      both DNs, (position and extension) should be checked to ensure no "surprise"


regards

bcyk






Title: Re: Calls being abandoned while ringing on Agent's phone
Post by: victor on February 19, 2008, 11:13:06 PM
Ok, let's see if I got this right :)

You are transfering calls using two-step transfer from IVR to RP and from RP to Operator, right?

If I am correct, here is what you are lacking in your strategy (hard to tell from this log, since I am only seeing the end of strategy here where URS is routing)

1. mandatory applied treatment for at least 1 second
2. you are not checking if call is consult or not before you start to route to an agent

My initial guess would be is that actually your callers get disconnected while is trying to complete the transfer and routing the call to an agent. Since this happens once every blue moon, you would only have this from time to time when caller is really unlucky.

Also, route_consult_call = false means URS will not take the call if it is not of type = 2. So, (2) of my statement would be wrong, UNLESS you have transfer calls coming from another site. But judging that you do not have NEtworkCallID or anything like this, I guess this is not the case. Still, I am very interested how your call gets to that routing point.

I would really look into:

1. is call transfer being completed as your call is being routed: is your EventRequestRouteCall and RequestRouteCall is one right after another?
2. on-error = reroute . I never trusted it, and always used default.

Best regards,
Vic
Title: Re: Calls being abandoned while ringing on Agent's phone
Post by: bcyk on February 21, 2008, 12:11:52 AM
*** for Genesys 7.2 and earlier version; not sure if behavior changes in 7.5 ****

An important "step" MUST be catered in URS strategy for consult call type.

Assuming that inbound call is answered by IVR and then transfer to CDN/RP, route_consult_call option must be set to true. There must be some reasons for Genesys to have this option default value as 'false'.......

It is suggested to have below or similar code segment in URS strategy to handle consult call type; otherwise, unexpected results may occur
          - false/stuck waiting calls in CCPulse (as experienced in 5.1; not observed in higher version!)
          - missing KV-pairs
          - dropped call

{ delayTimer = 200 }
{ loopMax = 5 }
{ loopCnt = 0}
{ if CallType[] = Consult } --> delay(200) --> {loopCnt = loopCnt +1} --
        |           --> { if loopCnt < loopMax} ==( go to the if CallType[] = Consult block}
        |                        |
        | <---------------+
        |
{ ... next block ...}

Values of delayTimer and LoopMax here are example only; they depends on call transfer method and switch method (i.e., how fast to complete transfer).
Transfer method refers to single-step, mute-transfer, two-step transfer by machine or two-step transfer by agent (e.g., attended transfer).

Above values should work in most environment; maximum wait time is set to cater attended transfer call by agents.

If URS works on a voice interaction of consult call type, data may be lost somewhere when call transfer is completed before routing to agent; i.e., EventPartyChanged in URS strategy. In the worst case, voice interaction may be dropped.


Hope above information helps

bcyk
















Title: Re: Calls being abandoned while ringing on Agent's phone
Post by: victor on February 21, 2008, 12:47:29 PM
BCYK,

I was trying to get SuspendForEvent[] command to get this working by doing something like this:

if CallType = 4 then SpendForEvent[] where event would be EventPartyChanged

Unfortunately, I could never get it to work. Have you tried it?

I have to agree with you about route-consult-call. If it is false, URS would just drop the call and forget about it. Always set it to true.
Title: Re: Calls being abandoned while ringing on Agent's phone
Post by: bcyk on February 21, 2008, 04:29:55 PM
Dear Victor,


I never try SuspendForEvent[] function before.

After searching URS reference manual (version 7.2), the function may be restricted to a set of events only; EventPartyChanged is not in the list...... It would be great if EventPartyChanged works for this case since timeout parameter is also available.

Parameters: Timeout: INTEGER or variable
Type: (type of distributed event): EventQueued, EventDiverted,
         EventRinging, EventDialing, EventEstablished,
         EventReleased, EventHeld, EventRetrieved,
         EventRouteRequest, EventRouteUsed, EventDigitsCollected,
         EventAttachedDataChanged, or EventUserEvent or variable
Event: STRING (list) or variable (representing a string for the event)
Return value type: STRING


regards

bcyk