IEX WFM with Gplus 6.0: RTA issues

[eduardosaito]

Hi there,

We are using Sip Server 8.1.1 with Iex WFM and Gplus 6.0.

In Gplus we are using statTransformer.Class = com.ariasolutions.iconnect.rta.IexBaseRTAStateTransformer and according to the manual, we need to have the mapping of Genesys events for RTA.

The former configuration when we used TServer 7.5 are not working for Sip Server. Does anyone know where i can get that mapping ?

thanks in advance.

[eduardosaito]

I got some data :

Using the old Definity AUX/Reason Event identifier codes with Sip 8.1.1 and Gplus 6.0 i can see that the Inbound Call is correct.

The Definity AUX/Reason Event identifier code for inbound call right now is 3200.

A Not Ready status reason code 6, inside WFM event identifier is 5008.

Looking at Sip Server logs i donīt find those codes mentioned 

In Gplus connections, itīs only connected to cfg proxy, msgserver and sipserver.

[eduardosaito]

Has anyone here ever worked with GPlus 6.0 for Iex WFM + Sip Server 8.1 ?

Cause not only i have this issue with Ready and LoggedOut status not showing in WFM, but i have some issues with gplus historical reports due to multi site implementation.

All our vq's are registered in only one Sip Server, but agents in other sites can receive calls from those. The event established only shows in the remote sip server, i think this is causing the issue not showing in historical reports those calls.

[cavagnaro]

Are those SIPServer connected to CCA StatServer?

[Fra]

Is the Adapter connected to the TServers of all other sites calls can be distributed to?

Fra

[eduardosaito]

Hi there,

No CCA anymore. Now we are using ICON.

The adapter is connected to all SipServers.

[Fra]

Can you check / post a SIP Server/TServer log snippet covering a call landing on a RP/VQ of another site?

Fra

[cavagnaro]

[quote author=eduardosaito link=topic=8705.msg38671#msg38671 date=1423765774]
Hi there,

No CCA anymore. Now we are using ICON.

[/quote]

So, lets answer the question from ICON POV, does it has all TServers connected to it?
Listens to all TServer events?

[Fra]

[quote author=cavagnaro link=topic=8705.msg38686#msg38686 date=1424107657]
[quote author=eduardosaito link=topic=8705.msg38671#msg38671 date=1423765774]
Hi there,

No CCA anymore. Now we are using ICON.

[/quote]

So, lets answer the question from ICON POV, does it has all TServers connected to it?
Listens to all TServer events?
[/quote]
Cav,

ICON? 
Eduardo has a GPlus adapter for WFM connected to SIP Servers, there's no interaction whatsoever with the reporting suite.

Fra

[cavagnaro]

[quote author=Fra link=topic=8705.msg38689#msg38689 date=1424164756]
[quote author=cavagnaro link=topic=8705.msg38686#msg38686 date=1424107657]
[quote author=eduardosaito link=topic=8705.msg38671#msg38671 date=1423765774]
Hi there,

No CCA anymore. Now we are using ICON.

[/quote]

So, lets answer the question from ICON POV, does it has all TServers connected to it?
Listens to all TServer events?
[/quote]
Cav,

ICON? 
Eduardo has a GPlus adapter for WFM connected to SIP Servers, there's no interaction whatsoever with the reporting suite.

Fra
[/quote]

Hummmm
He mentioned he has ICON for historical, therefore if ICON shows only 1 SIP Server events could be that it is not listening events from remote TServers

[Fra]

[quote author=cavagnaro link=topic=8705.msg38694#msg38694 date=1424188197]
[quote author=Fra link=topic=8705.msg38689#msg38689 date=1424164756]
[quote author=cavagnaro link=topic=8705.msg38686#msg38686 date=1424107657]
[quote author=eduardosaito link=topic=8705.msg38671#msg38671 date=1423765774]
Hi there,

No CCA anymore. Now we are using ICON.

[/quote]

So, lets answer the question from ICON POV, does it has all TServers connected to it?
Listens to all TServer events?
[/quote]
Cav,

ICON? 
Eduardo has a GPlus adapter for WFM connected to SIP Servers, there's no interaction whatsoever with the reporting suite.

Fra
[/quote]

Hummmm
He mentioned he has ICON for historical, therefore if ICON shows only 1 SIP Server events could be that it is not listening events from remote TServers
[/quote]

Do you mean that events may not be propagated to any TServer client, among which ICONs? I'm not sure Eduardo mentioned any issue affecting also ICON, let's see
At the moment I would inclined to think the problem is strictly related to GPlus, which has a direct connection to SIP Server / TServers.

Eduardo , can you confirm and post a SIP Server/TServer log snippet covering a call landing on a RP/VQ of another site?

Fra

[cavagnaro]

Well on third post after talking about a lot of stuff mentions another problem with historical reports...he says he doesn't use CCA, only ICON

So GPlus has nothing to do with reporting, that is why I asked

[eduardosaito]

I am sorry for not replying it but we had a serious issue with  our WFM server and since i work in government bank, to buy a new one is a VERY long process =(

so we are waiting for a new one to restart WFM work