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1
Genesys CTI Technical Discussion / Re: How to Handle Stuck Calls?
« Last post by AirForces2050 on January 24, 2021, 09:18:29 PM »
Quote from: hsujdik on January 22, 2021, 11:05:17 PM
Do you see on T-Server logs something similar to: Client xxx disconnected. Reason: too slow ?

Nope can't find it.

Quote from: cavagnaro on January 23, 2021, 12:10:38 AM
Your TServer is quite old...try to upgrade. Guess your StatServer is also old. First recommendation is to upgrade to fix a lot of bugs

Thank you, looking forward to doing it.
2
Genesys CTI Technical Discussion / Access to GAX
« Last post by genesysnoob on January 23, 2021, 06:40:13 AM »
How do we provide access to GAX to Supervisors.

They should be able to login and adjust the routing parameters ..., they shouldn't have permission to stop/start or change config on any app


i created a new role and new access group, what permission should i give so that i can accomplish the above.

Also i tried to give permission directly on the app through security tab..it didn't work
3
Genesys CTI Technical Discussion / Maximum concurrent calls in WDE
« Last post by Ilayaraaja on January 23, 2021, 03:23:55 AM »
Hi Everyone,

I have few questions in WDE voice interaction handling

1. How many active interactions can be made in WDE (Inbound/outbound/consult/internal) at the same time.
2. Is there any configuration to control maximum number of calls on WDE.
3. Maximum concurrent calls is controlled in Tserver?

4
Genesys CTI Technical Discussion / Re: How to Handle Stuck Calls?
« Last post by cavagnaro on January 23, 2021, 12:10:38 AM »
Your TServer is quite old...try to upgrade. Guess your StatServer is also old. First recommendation is to upgrade to fix a lot of bugs
5
Genesys CTI Technical Discussion / Re: How to Handle Stuck Calls?
« Last post by hsujdik on January 22, 2021, 11:05:17 PM »
Do you see on T-Server logs something similar to: Client xxx disconnected. Reason: too slow ?
6
Genesys CTI Technical Discussion / Re: How to Handle Stuck Calls?
« Last post by AirForces2050 on January 22, 2021, 08:03:19 AM »
Quote from: cavagnaro on January 21, 2021, 09:08:50 AM
Last TServer version?
Network issues?
Addp enabled?

Can you post some good logs VS bad logs?

Enviado de meu SM-N9600 usando o Tapatalk

TServer version 8.1.102.89
No network issues as we have some calls in same time working normaly.
Addp is disabled

TServer logs are similar, the difference in statserver log as below.

Working Sample:


Code: [Select]
00:34:24.844 Int 04543 Interaction message "EventQueued("Diamond_VQ")" received from 65201 ("sipserver_sv_p")
00:34:24.845> Server: Switch 'SV_SW'->'EventQueued'
        TimeStamp       '2021-01-21 00:34:24'
        ReferenceID     -1
        ThisDN 'Diamond_VQ'
        ConnID 01a4030afff578bb (118222835997309115)
        Call Type 'Inbound'
        This Queue 'Diamond_VQ'
        DNIS '333'
        ANI '1141997090'
        CustomerID 'Environment'
        Media Type 'voice'
        UserData
        Extensions
00:34:24.845> Server: Call '01a4030afff578bb' on VQ 'Diamond_VQ@SV_SW' is recharged.  Timeout=60 sec
00:34:24.845> Server: Registered call '01a4030afff578bb' on VQ 'Diamond_VQ@SV_SW' with stuck calls checker
00:34:24.845> Action: (owned) VirtualACDQueue 'Diamond_VQ@SV_SW'(Monitored): 1 calls queued
00:34:24.845> Server: Switch 'SV_SW'->'EventAttachedDataChanged'
        TimeStamp       '2021-01-21 00:34:24'
        ReferenceID     -1
        ThisDN 'Diamond_VQ'
        ConnID 01a4030afff578bb (118222835997309115)
        Call Type 'Inbound'
        This Queue 'Diamond_VQ'
        DNIS '333'
        ANI '1141997090'
        CustomerID 'Environment'
        Media Type 'voice'
        UserData
        Extensions
00:34:24.969> Server: Call '01a4030afff578bb' on VQ 'Diamond_VQ@SV_SW' is recharged.  Timeout=60 sec
00:34:24.969> Action: (owned) VirtualACDQueue 'Diamond_VQ@SV_SW'(Monitored): 1 calls queued
00:34:24.969 Int 04543 Interaction message "EventAttachedDataChanged("Diamond_VQ")" received from 65201 ("sipserver_sv_p")
00:34:24.969> Server: Switch 'SV_SW'->'EventAttachedDataChanged'
        TimeStamp       '2021-01-21 00:34:24'
        ReferenceID     -1
        ThisDN 'Diamond_VQ'
        ConnID 01a4030afff578bb (118222835997309115)
        Call Type 'Inbound'
        This Queue 'Diamond_VQ'
        DNIS '333'
        ANI '1141997090'
        CustomerID 'Environment'
        Media Type 'voice'
        UserData
        Extensions
00:34:24.969> Server: Call '01a4030afff578bb' on VQ 'Diamond_VQ@SV_SW' is recharged.  Timeout=60 sec
00:34:24.969> Action: (owned) VirtualACDQueue 'Diamond_VQ@SV_SW'(Monitored): 1 calls queued
00:34:25.034 Int 04543 Interaction message "EventQueued("98014")" received from 65201 ("sipserver_sv_p")
00:34:25.034> Server: Switch 'SV_SW'->'EventQueued'
        TimeStamp       '2021-01-21 00:34:25'
        ThisDN '98014'
        ConnID 01a4030afff578bb (118222835997309115)
        FirstTransferConnID 01a4030afff578bb (118222835997309115)
        Call Type 'Inbound'
        This Queue '98014'
        DNIS '333_CC'
        ANI '1141997090'
        CustomerID 'Environment'
        Media Type 'voice'
        UserData
        Extensions
00:34:25.034> Action: (owned) ExtRoutingPoint '98014@SV_SW'(Monitored): 0 calls queued
00:34:25.034 Int 04543 Interaction message "EventRouteRequest("98014")" received from 65201 ("sipserver_sv_p")
00:34:25.034> Server: Switch 'SV_SW'->'EventRouteRequest'
        TimeStamp       '2021-01-21 00:34:25'
        ThisDN '98014'
        ConnID 01a4030afff578bb (118222835997309115)
        FirstTransferConnID 01a4030afff578bb (118222835997309115)
        Call Type 'Inbound'
        This Queue '98014'
        DNIS '333_CC'
        ANI '1141997090'
        CustomerID 'Environment'
        Media Type 'voice'
        UserData
00:34:25.034> Action: (owned) ExtRoutingPoint '98014@SV_SW'(Monitored): 1 calls queued
00:34:25.059 Int 04543 Interaction message "EventDiverted("Diamond_VQ")" received from 65201 ("sipserver_sv_p")
00:34:25.059> Server: Switch 'SV_SW'->'EventDiverted'
        TimeStamp       '2021-01-21 00:34:25'
        ReferenceID     -1
        ThisDN 'Diamond_VQ'
        ConnID 01a4030afff578bb (118222835997309115)
        Call Type 'Inbound'
        This Queue 'Diamond_VQ'
        DNIS '333'
        ANI '1141997090'
        CustomerID 'Environment'
        Media Type 'voice'
        ThirdPartyDN '98014'
        UserData
        Reasons
00:34:25.059> Server: Unregistered call '01a4030afff578bb' on VQ 'Diamond_VQ@SV_SW' with stuck calls checker
00:34:25.113> Server: Switch 'SV_SW'->'EventRouteUsed'
        TimeStamp       '2021-01-21 00:34:25'
        ThisDN '98014'
        ConnID 01a4030afff578bb (118222835997309115)
        FirstTransferConnID 01a4030afff578bb (118222835997309115)
        Call Type 'Inbound'
        This Queue '98014'
        DNIS '333_CC'
        ANI '1141997090'
        CustomerID 'Environment'
        Media Type 'voice'
        ThirdPartyDN '612227'
        UserData
00:34:25.114> Action: (owned) ExtRoutingPoint '98014@SV_SW'(Monitored): 0 calls queued
00:34:25.114 Int 04543 Interaction message "EventDiverted("98014")" received from 65201 ("sipserver_sv_p")
00:34:25.114> Server: Switch 'SV_SW'->'EventDiverted'
        TimeStamp       '2021-01-21 00:34:25'
        ThisDN '98014'
        ConnID 01a4030afff578bb (118222835997309115)
        FirstTransferConnID 01a4030afff578bb (118222835997309115)
        Call Type 'Inbound'
        This Queue '98014'
        DNIS '333_CC'
        ANI '1141997090'
        CustomerID 'Environment'
        Media Type 'voice'
        ThirdPartyDN '612227'
        UserData
00:34:25.114> Action: (owned) ExtRoutingPoint '98014@SV_SW'(Monitored): 0 calls queued
00:34:25.114 Int 04543 Interaction message "EventRinging("612227")" received from 65201 ("sipserver_sv_p")
00:34:25.114> Server: Switch 'SV_SW'->'EventRinging'
        TimeStamp       '2021-01-21 00:34:25'
        ThisDN '612227'
        ConnID 01a4030afff578bb (118222835997309115)
        FirstTransferConnID 01a4030afff578bb (118222835997309115)
        Call Type 'Inbound'
        Agent LoginID '71352'
        This Queue '98014'
        DNIS '333_CC'
        ANI '1141997090'
        CustomerID 'Environment'
        Media Type 'voice'
        UserData
        Extensions
00:34:25.121> Server: Switch 'SV_SW'->'EventAttachedDataChanged'
        TimeStamp       '2021-01-21 00:34:25'
        ThisDN '612227'
        ConnID 01a4030afff578bb (118222835997309115)
        FirstTransferConnID 01a4030afff578bb (118222835997309115)
        Call Type 'Inbound'
        DNIS '333_CC'
        ANI '1141997090'
        CustomerID 'Environment'
        Media Type 'voice'
        UserData
00:34:28.050> Server: Switch 'SV_SW'->'EventEstablished'
        TimeStamp       '2021-01-21 00:34:28'
        ThisDN '612227'
        ConnID 01a4030afff578bb (118222835997309115)
        FirstTransferConnID 01a4030afff578bb (118222835997309115)
        Call Type 'Inbound'
        Agent LoginID '71352'
        This Queue '98014'
        DNIS '333_CC'
        ANI '1141997090'
        CustomerID 'Environment'
        Media Type 'voice'
        UserData
        Extensions
00:34:28.061> Server: Switch 'SV_SW'->'EventAttachedDataChanged'
        TimeStamp       '2021-01-21 00:34:28'
        ThisDN '612227'
        ConnID 01a4030afff578bb (118222835997309115)
        FirstTransferConnID 01a4030afff578bb (118222835997309115)
        Call Type 'Inbound'
        DNIS '333_CC'
        ANI '1141997090'
        CustomerID 'Environment'
        Media Type 'voice'
        UserData

00:34:28.371> Server: Switch 'SV_SW'->'EventUserEvent'
        TimeStamp       '2021-01-21 00:34:28'
        ReferenceID     24154858
        ThisDN '612227'
        ConnID 01a4030afff578bb (118222835997309115)
        Call Type 'Unknown'
        CustomerID 'Environment'
        Media Type 'voice'
        UserData
00:36:26.722> Server: Switch 'SV_SW'->'EventReleased'
        TimeStamp       '2021-01-21 00:36:26'
        ThisDN '612227'
        ConnID 01a4030afff578bb (118222835997309115)
        FirstTransferConnID 01a4030afff578bb (118222835997309115)
        Call Type 'Inbound'
        Agent LoginID '71352'
        This Queue '98014'
        DNIS '666_CC'
        ANI '1141997090'
        CustomerID 'Environment'
        Media Type 'voice'
        Reliability '-1'
        UserData
        Extensions

Defected Sample:


Code: [Select]
03:05:44.037> Server: Switch 'SV_SW'->'EventQueued'
        TimeStamp       '2021-01-17 03:05:44'
        ReferenceID     -1
        ThisDN 'Diamond_VQ'
        ConnID 01a4030affee0fe2 (118222835996823522)
        Call Type 'Inbound'
        This Queue 'Diamond_VQ'
        DNIS '666'
        ANI '1114092225'
        CustomerID 'Environment'
        Media Type 'voice'
        UserData
        Extensions


03:05:44.038> Server: Call '01a4030affee0fe2' on VQ 'Diamond_VQ@SV_SW' is recharged.  Timeout=60 sec
03:05:44.038> Server: Registered call '01a4030affee0fe2' on VQ 'Diamond_VQ@SV_SW' with stuck calls checker
03:05:44.038> Server: Next VQ stuck calls check in 600 sec

03:05:44.038> Server: Switch 'SV_SW'->'EventAttachedDataChanged'
        TimeStamp       '2021-01-17 03:05:44'
        ReferenceID     -1
        ThisDN 'Diamond_VQ'
        ConnID 01a4030affee0fe2 (118222835996823522)
        Call Type 'Inbound'
        This Queue 'Diamond_VQ'
        DNIS '666'
        ANI '1114092225'
        CustomerID 'Environment'
        Media Type 'voice'
        UserData
        Extensions
03:05:44.038> Server: Call '01a4030affee0fe2' on VQ 'Diamond_VQ@SV_SW' is recharged.  Timeout=60 sec


03:05:44.159> Server: Switch 'SV_SW'->'EventAttachedDataChanged'
        TimeStamp       '2021-01-17 03:05:44'
        ReferenceID     -1
        ThisDN 'Diamond_VQ'
        ConnID 01a4030affee0fe2 (118222835996823522)
        Call Type 'Inbound'
        This Queue 'Diamond_VQ'
        DNIS '666'
        ANI '1114092225'
        CustomerID 'Environment'
        Media Type 'voice'
        UserData
        Extensions
03:05:44.160> Server: Call '01a4030affee0fe2' on VQ 'Diamond_VQ@SV_SW' is recharged.  Timeout=60 sec
03:05:44.160> Action: (owned) VirtualACDQueue 'Diamond_VQ@SV_SW'(Monitored): 1 calls queued


03:05:44.160 Int 04543 Interaction message "EventAttachedDataChanged("Diamond_VQ")" received from 65201 ("sipserver_sv_p")
03:05:44.160> Server: Switch 'SV_SW'->'EventAttachedDataChanged'
        TimeStamp       '2021-01-17 03:05:44'
        ReferenceID     -1
        ThisDN 'Diamond_VQ'
        ConnID 01a4030affee0fe2 (118222835996823522)
        Call Type 'Inbound'
        This Queue 'Diamond_VQ'
        DNIS '666'
        ANI '1114092225'
        CustomerID 'Environment'
        Media Type 'voice'
        UserData
        Extensions
03:05:44.160> Server: Call '01a4030affee0fe2' on VQ 'Diamond_VQ@SV_SW' is recharged.  Timeout=60 sec
03:05:44.160> Action: (owned) VirtualACDQueue 'Diamond_VQ@SV_SW'(Monitored): 1 calls queued
03:05:44.270 Int 04543 Interaction message "EventDiverted("Diamond_VQ")" received from 65201 ("sipserver_sv_p")
03:05:44.270> Server: Switch 'SV_SW'->'EventDiverted'
        TimeStamp       '2021-01-17 03:05:44'
        ReferenceID     -1
        ThisDN 'Diamond_VQ'
        ConnID 01a4030affee0fe2 (118222835996823522)
        Call Type 'Inbound'
        This Queue 'Diamond_VQ'
        DNIS '666'
        ANI '1114092225'
        CustomerID 'Environment'
        Media Type 'voice'
        ThirdPartyDN '01119204005'
        UserData
        Reasons
03:05:44.270> Server: Unregistered call '01a4030affee0fe2' on VQ 'Diamond_VQ@SV_SW' with stuck calls checker
03:05:44.270> Server: Stopped VQ stuck calls checker
03:05:44.270> Action: (owned) VirtualACDQueue 'Diamond_VQ@SV_SW'(Monitored): 0 calls queued
7
Genesys CTI Technical Discussion / Re: How to Handle Stuck Calls?
« Last post by cavagnaro on January 21, 2021, 09:08:50 AM »
Last TServer version?
Network issues?
Addp enabled?

Can you post some good logs VS bad logs?

Enviado de meu SM-N9600 usando o Tapatalk

8
Genesys CTI Technical Discussion / Re: How to Handle Stuck Calls?
« Last post by AirForces2050 on January 21, 2021, 05:56:29 AM »
I was able to catch the cause of the issue but don't know why this is happening.
The cause is that for these calls not all TServer Events are sent to the statserver.
The call continues on TServer normally till gets EventReleased but on statserver the last Tevent received is EventDiverted. So statsever sees the call as Entered but not answered, abanonded,etc..

Any idea why this is happening?
9
Genesys CTI Technical Discussion / Gcxi - show userdata set by agent in queue report
« Last post by gen_rtfm on January 19, 2021, 11:59:48 PM »
Hi, this is probably a long-shot:

Does anybody here have any pointers to give about how I can show subtotals of the agent disposition in a queue report (along with metrics like average queue time etc.)?

I'm looking at the mstr project and I see that the mediation_segment_fact table isn't a part of the mstr project tables, and as far as I understand it I need to use msf to link to irfud to actually get the values.

I can add msf to the project of course but I hesitate because I had expected genesys to include the tables needed by design...

Any experience that could be shared is greatly appreciated

Thanks

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10
Genesys CTI Technical Discussion / Re: Get Total Call count - Genesys Composer
« Last post by cavagnaro on January 19, 2021, 06:17:53 AM »
Well... If you now have ORS you can easily use SDATA to get statistics

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