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1
Hello guys, will be very grateful if someone explains me what the error below means.
Here is excerpt from SIP log:

Code: [Select]
21:27:37.507 Int 04545 Interaction message "EventError" sent to 37 ("URS_p")
21:27:37.507 Trc 04542 EventError sent to [37] (00000014 URS_p 10.220.57.1:39919)
masked for 45 (0000001c BPRTA_Genesys_13233)
masked for 45 (0000001c BPRTA_Genesys_13233)
21:27:37.507: OVRLD: TREQUEST rate exceeded threshold for 252343. Rejected
21:27:37.507: OVRLD: TUPDATEUSERDATA rate exceeded threshold for 252343. Rejected
(ddp prescreen): ddp ask to reject the request with the code 1/msg:'Request rate exceeded threshold'
message RequestUpdateUserData
AttributeThisDN '8001'
AttributeConnID 008202bf8d5a78de
AttributeUserData [23] 00 01 00 00..
'INTERACTION_SEQ' '9'
AttributeReferenceID 7432373
@21:27:37.5070 [0] 8.1.101.06 send_to_client: message EventError
(Requested service unavailable)
AttributeEventSequenceNumber 000000000170bab1
AttributeTimeinuSecs 507085
AttributeTimeinSecs 1527010057 (21:27:37)
AttributeErrorMessage 'Request rate exceeded threshold'
AttributeErrorCode 118
AttributeConnID 008202bf8d5a78de
AttributeReferenceID 7432373
AttributeThisDN '8001'
21:27:37.507 Int 04545 Interaction message "EventError" sent to 37 ("URS_p")
21:27:37.507 Trc 04542 EventError sent to [37] (00000014 URS_p 10.220.57.1:39919)
masked for 45 (0000001c BPRTA_Genesys_13233)
masked for 45 (0000001c BPRTA_Genesys_13233)
21:27:37.507: OVRLD: TREQUEST rate exceeded threshold for 252343. Rejected
(ddp prescreen): ddp ask to reject the request with the code 1/msg:'Request rate exceeded threshold'
message RequestApplyTreatment
AttributeThisDN '8001'
AttributeConnID 008202bf8d5a78de
AttributeTreatmentType 2 (TreatmentMusic)
AttributeTreatmentParms [49] 00 02 00 00..
'MUSIC_DN' 'music/on_hold_nar'
'DURATION' -694967296
AttributeReferenceID 7432374
@21:27:37.5071 [0] 8.1.101.06 send_to_client: message EventError
(Requested service unavailable)
AttributeEventSequenceNumber 000000000170bab2
AttributeTimeinuSecs 507135
AttributeTimeinSecs 1527010057 (21:27:37)
AttributeErrorMessage 'Request rate exceeded threshold'
AttributeErrorCode 118
AttributeConnID 008202bf8d5a78de
AttributeReferenceID 7432374
AttributeThisDN '8001'
21:27:37.507 Int 04545 Interaction message "EventError" sent to 37 ("URS_p")

And this goes all the way down. :(((((((
2
Genesys CTI Technical Discussion / Re: Two CONN ID's in GMS callback
« Last post by terry on Today at 03:09:48 AM »
Probably - when URS runs strategy (look for target, distribute VQ events) for callback - there is no yet "real" call which connid can be used.
It will be created (EventDialing) only after agent will be found (i.e. after URS ends with it part of job).
3
Genesys CTI Technical Discussion / Re: Agent Status EventAgentNotReady
« Last post by Jabba on Yesterday at 11:31:06 PM »
Hello PeteHoyle !

Thank you for your reply :)

I finally solved this error. When login my agent, I forgot to set the AgentID :

Code: [Select]
RequestAgentLogin requestAgentLogin = RequestAgentLogin.create(dn, AgentWorkMode.Unknown);
        requestAgentLogin.setThisQueue(queue);
        requestAgentLogin.setAgentID(id);
        requestAgentLogin.setPassword(password);
works !

Code: [Select]
RequestAgentLogin requestAgentLogin = RequestAgentLogin.create(dn, AgentWorkMode.Unknown);
        requestAgentLogin.setThisQueue(queue);
        requestAgentLogin.setPassword(password);
doesn't work :)

Thanks every one !
One advice : dig into your logs with Kazimir (a log software, easy to use :) )
4
Genesys CTI Technical Discussion / Two CONN ID's in GMS callback
« Last post by AK on Yesterday at 04:56:11 PM »
Hi Team,

Whenever there is Callback to the customer in  SIPServer Logs I see that for one callback call, two ConnIDs are used: one ConnID for the call itself on the routing point and another ConnID for events in the VQ.

My testcall has ConnID 05a702bdb4cb0051 but in vq_callback_1212_mf are events with ConnID 007a02b18fd904aa


2018-05-18T08:58:04.948 Trc 04541 RequestDistributeEvent received from [54] (00000007 URS_P 10.210.146.7:49919)
message RequestDistributeEvent
   AttributeUserEvent   EventQueued
   AttributeReferenceID   4294967295
   AttributeCustomerID   'Vodafone'
   AttributeConnID   007a02b18fd904aa
   AttributeThisDN   'vq_callback_1212_mf'
   AttributeThisQueue   'vq_callback_1212_mf'
   AttributeThisDNRole   2
   AttributeOtherDNRole   1
   AttributeUserData   [431] 00 09 00 00..
      '_CB_SERVICE_ID'   '1014-852488c2-14d7-479d-a6bd-cea7bdd0da1b'
      '_CB_T_SERVICE_START'   '1526626684'
      '_CB_T_CALLBACK_ACCEPTED'   '1526626800'
      '_CB_T_NEXT_REDIAL_ATTEMPT'   'undefined'
      '_CB_N_IS_SNOOZED'   'false'
      'GMS_ROUTABLE'   '0'
      'RouterData70'   '("t"="1526626684 935")'
      'GMS_Target_Requested'   '[{"target":"callback_1212_mf@StatServer_URS_P.GA","timeout":"14400","clear":true},{},{},{},{}]'
      'GMS_Target_Used'   'callback_1212_mf@StatServer_URS_P.GA'
   AttributeExtensions   [125] 00 05 00 00..
      'SIGNATURE'   'router'
      'NAME'   'URS_P'
      'VERSION'   'Version: 8.1.400.35'
      'CLUSTER'   'URS_P'
      'VQID'   '02881CIPQ4D1VEC30U9D42LAES0NLV71'
   AttributeTimeinSecs   1526626684 (08:58:04)
   AttributeTimeinuSecs   938000
   AttributeTimeout   60
2018-05-18T08:58:04.948 Int 04543 Interaction message "RequestDistributeEvent" received from 54 ("URS_P")


---------------------

@08:58:05.1309
  • 8.1.102.96 distribute_response: message EventDialing

   AttributeEventSequenceNumber   0000000000119cae
   AttributeTimeinuSecs   130963
   AttributeTimeinSecs   1526626685 (08:58:05)
   AttributeExtensions   [23] 00 01 01 00..
      'BusinessCall'   1
   AttributeReferenceID   982
   AttributeOtherDNRole   2
   AttributeOtherDN   '01722610907'
   AttributePartyUUID   '01I5OJLD3SDE34V11AAD42LAES0000UP'
   AttributeThisQueue   '12001'
   AttributeThisDNRole   1
   AttributeThisDN   '12001'
   AttributeDNIS   '01722610907'
   AttributeUserData   [656] 00 0e 00 00..
      'GMS_Call_Direction'   'USERTERMINATED'
      'GMS_Cb_Desired_Time'   '2018-05-18T07:00:00.000Z'
      'GMS_Cb_Type'   'scheduled'
      'GMS_Customer_Number'   '01722610907'
      'GMS_Orig_Service_ID'   '1014-852488c2-14d7-479d-a6bd-cea7bdd0da1b'
      'GMS_RP_Used'   '12001@Switch_callback'
      'GMS_ServiceName'   '1212_mf'
      'GMS_Service_Data_ID'   '1014-d8e8f79d-65b2-4dfa-a5d4-9143627c6f48'
      'GMS_Service_ID'   '1014-852488c2-14d7-479d-a6bd-cea7bdd0da1b'
      'GMS_Target_Selected'   '""'
      'GMS_UserData'   '{}'
      'GMS_UserTerminated_First_Connect_Party'   'CUSTOMER'
      'GMS_VQ_Used'   'vq_callback_1212_mf'
      'ORSI:ORSCluster_1:0'(list) 'Session'   '00LQEHH50GDADE8F3AAD42LAES00H641'
                                  'Node'   '1027'
                                  'Url'   'http://10.210.148.26:9015/scxml'
   AttributeCallUUID   '01028P5D20DE34V11AAD42LAES00002H'
   AttributeConnID   05a702bdb4cb0051
   AttributeCallID   16778297
   AttributeLocalCallType   3
   AttributeCallType   3
   AttributeCallState   0

can you please let me know if this a normal behavior?
5
Genesys CTI Technical Discussion / Re: Scheduled_At for Schedule routing
« Last post by AK on Yesterday at 04:46:44 PM »
It's actually to integrate the CHAT bot with Genesys.
I am using Genesys DMS plugin which provides the Chat bot functionality and it's controlled by Strategies provided by Genesys.

So in order to decide or to send chat to actual agent it has to wait for sometime, for this I need to check how this Scheduled_At will work. Document say this :

How chat bots integrate with the workflow:
Chat bots integrate with the workflow using the following modes:
• Waiting mode: The workflow waits while chat bot communicates with a customer. To use this mode, ChatBotHoldup
must be set to true and a special view with a scheduling condition must be used.    ( I want to check this )
• Parallel mode: The workflow immediately routes the interaction to an agent after the bot starts. The bot works in
parallel with the agent.
6
Genesys CTI Technical Discussion / Re: Preview Outbound with CPD
« Last post by Dionysis on Yesterday at 02:49:58 AM »
Agents will always find a way to improve their statistics by marking the calls incorrectly.  For example, agent calls the customer, doesn't make a sale, marks the call as answering machine to improve their conversion rate.

I've come up against this many times in the past, the only solution is to be vigilant with your QA and implement severe punishments for agents who break the rules. 

What I've done in the past is have QA listen to every call that is marked as answering machine that is longer than 5 or 10 seconds, then manually mark any agent who is incorrectly marking answering machines as having a conversion of 0%.  You wont have to do this for very long to get them setting the correct results.

Alternatively, adjust your performance evaluations to remove the benefit of incorrectly marking calls.  So if conversion is your problem, calculate the conversion rate using sales per number of records rather than sales per number of actual contacts.
7
Genesys CTI Technical Discussion / Re: Preview Outbound with CPD
« Last post by cavagnaro on Yesterday at 12:24:36 AM »
?
No way, preview is a manual call where the agent acts as a classifier...
Why would agent choose a wrong call result? To challenge against what?


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8
Genesys CTI Technical Discussion / Re: Agent Status EventAgentNotReady
« Last post by PeteHoyle on May 21, 2018, 08:31:14 PM »
Just to make sure, are you specifying the correct DN in the Request?

Can you provide the SIP Server logs that show the login request, not ready request and associated error
9
Genesys CTI Technical Discussion / Preview Outbound with CPD
« Last post by pattadon on May 21, 2018, 08:04:12 PM »
Hi all,

Is there any possibility to make use of CPD with Preview Outbound campaign ?
Our challenge is agent choose incorrect call result and we use that to evaluate the performance.


Thanks.
10
Genesys CTI Technical Discussion / Re: GIR architecture
« Last post by Kubig on May 19, 2018, 01:44:44 PM »
Of course having both streams (customer and agent). GIR solution is Pure IP, so it is based on SIP and does not matter what is before SIP (of course the recorded endpoints must be on SIP)

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