Agents are shown ready in Pulse. But call is not routed to them

ryusuf · June 30, 2016, 9:27am

Hi Team,

I have this issue that, the calls are not getting routed to the agents even when they are ready. I had 2 agents ready and waiting for call. When a call arrives, i could see the URS sending RequestRouteCall to Agent A only. Immediately after this request the SIPServer responds back with a EventError (Out of Service) and the customer is hearing “All agents are busy now, please wait” i.e the wait message.

So ideally all the calls got abandoned like this though the agents were ready. Identified Agent A and asked him to logged out and exit the Workspace application. And then made the call, the call was routed to Agent B without any issues.

Then I asked Agent A to login back to Workspace and then tried making few calls, the call were getting routed to both agents now.

So the issue now is that, why was EventError generated when the Pulse displayed the status of the Agent Ready?
Why was the call route request always to Agent A and the customer was hearing wait message. If agent A was not available the call should have been routed to Agent B.

Please anyone could provide an insights on this concerns. Below is the extract from the SIPS logs during the RequestRouteCall

2016-06-30T11:37:41.299 Trc 04541 RequestRouteCall received from [652] (00000005 ORS 192.168.10.191:57324)
message RequestRouteCall
AttributeThisDN ‘7002’
AttributeConnID 007702822635c4cc
AttributeOtherDN ‘1002’
AttributeLocation ‘SIP_Switch’
AttributeDNIS ‘7002’
AttributeRouteType 1 (RouteTypeDefault)
AttributeReferenceID 17094
2016-06-30T11:37:41.299 Int 04543 Interaction message “RequestRouteCall” received from 652 (“ORS”)
@11:37:41.2990 [ISCC] REQUEST: checking remote location ‘SIP_Switch’
@11:37:41.2990 [ISCC] Error: REQUEST: (check_destination_location) local location ‘SIP_Switch’ received
2016-06-30T11:37:41.299 – created: CRequest@37b6160 RequestRouteCall-ORS[652]/17094
11:37:41.299: $+TLIB:CTI:Unknown:0:10293
2016-06-30T11:37:41.299 +++ CIFace::Request +++
– new invoke
– thisCall by party
Parsed: RequestRouteCall
From: ORS[652]/17094
Numbers: +<7002> +<1002>
Calls: 3556940:1 none
Parties: 7002.28df860-3556940:1
none
Status: parsed:1 queued:0 sent:0 acked:0 preevent:0 event:0 context:0 transferred:0

– validate
– state check: ok
CIFace: Sent CRequest@37b6160 RequestRouteCall-ORS[652]/17094
– aTmCall 007702822635c4cc SetCause: Distributed to 1002
– created NAData 33a02f0
FinishRequest CRequest@37b6160 RequestRouteCall-ORS[652]/17094
IFace stats: q=0 s=0
– complete
– NAData ClRq removed
TNAEmulator::NotifyBackup()
2016-06-30T11:37:41.299 — CIFace::Request —
11:37:41.299: $-TLIB:CTI:Unknown:0:94

11:37:41.330: $+NET:SIP::0:0
11:37:41.330: SIPTR: Received [0,UDP] 1320 bytes from 192.168.10.193:5060 <<<<<
SIP/2.0 200 OK
Via: SIP/2.0/UDP 192.168.10.191:5060;branch=z9hG4bKCC738AA6-F503-4478-8875-CDC1774AAF40-48956
From: sip:[email removed];tag=5921CCD5-20F6-484C-88D9-974A34F80E99-925909
To: sip:msml-dn@192.168.10.191:5060;tag=E54CE949-D363-47CD-7286-ED8731DCB9CE
CSeq: 11 INFO
Call-ID: B095F88A-4508-441D-BCFA-22CC08441613-924110@192.168.10.191
Content-Length: 180
Content-Type: application/vnd.radisys.msml+xml
P-AV-Message-Id: 1_1
Max-Breadth: 60
P-Charging-Vector: icid-value=“AAS:2865-abe5ca801e63c5cf9562961f1d”
Alert-Info: <cid:[email removed]>;avaya-cm-alert-type=internal
User-Agent: Huawei SoftX3000 V300R010 Avaya CM/R016x.03.0.124.0 AVAYA-SM-6.3.16.0.631601
Av-Global-Session-ID: 80cae5ab-5c3c-4601-a029-56f91d0f0000
P-Location: SM;origlocname=“Jeddah”;origsiglocname=“Jeddah”;origmedialocname=“Jeddah”;termlocname=“Jeddah”;termsiglocname=“Jeddah”;smaccounting=“true”
Min-SE: 90
X-Genesys-GVP-Session-Data: callsession=90F5CCA9-9253-4BBB-C2B2-D2D5E3585F4F;1;0;;;;Resources;IVRAppDefault;
X-Genesys-GVP-Session-ID: 90F5CCA9-9253-4BBB-C2B2-D2D5E3585F4F;gvp.rm.datanodes=1;gvp.rm.tenant-id=101_IVRAppDefault

<?xml version="1.0" encoding="UTF-8"?> conn:E54CE949-D363-47CD-7286-ED8731DCB9CE/dialog:announcement17092 11:37:41.330: SipDialog: event CONNECTED_RESOK, t=998055, s=7, r=5, m=00000000038945e8 11:37:41.330 SIPCONN(msml-dn): HandleSipDialogEvent(CONNECTED_RESOK) 11:37:41.330 SIPCONN(msml-dn): store remote content 11:37:41.330 SIPCONN(msml-dn): CtiRequest(3,33) 11:37:41.330 SIPCONN(msml-dn): CtiRequestProcessInfoResponse 11:37:41.330 SIPCONN(msml-dn): INFO transaction cleared 11:37:41.330: SIPTS: HandleMediaServiceAttached 11:37:41.330: Adding OtherTrunkName(JCCI_Trunk): done 2016-06-30T11:37:41.330 -- thisCall by party 2016-06-30T11:37:41.330 SetContext: for party 7002.28df860-3556940:1 2016-06-30T11:37:41.330 +++ CIFace::Event +++ +++ Pre-event +++ Type EventTreatmentApplied Devices: <7002/7002> <-/-> <-/-> Calls: 16778449/007702822635c4cc/16778449.3556940/c:2/r:8 0/none Parties: D7002/7002.28df860-3556940:1/l:2/r:8/Queued,RtRequest,Destination none none Cause: Null/0, Info: 7 Flags: divert=0 hook=0 postCall=0 active=1 moveAll=1 callType=1 hideOtherPi=0 InternalOther=0 --- Pre-event --- +++ TreatmentStart +++ @11:37:41.3300 [0] 8.1.101.91 distribute_response: message EventTreatmentApplied AttributeEventSequenceNumber 000000000001cd36 AttributeTimeinuSecs 330000 AttributeTimeinSecs 1467275861 (11:37:41) AttributeExtensions [52] 00 02 00 00.. 'OtherTrunkName' 'JCCI_Trunk' 'BusinessCall' 1 AttributeReferenceID 17092 AttributeTreatmentType 7 (TreatmentPlayAnnouncement) AttributeThisQueue '7002' AttributeCollectedDigits '' AttributeThisDNRole 2 AttributeThisDN '7002' AttributeANI '112931028' AttributeDNIS '7002' AttributeUserData [1392] 00 2d 03 00.. 'ORSI:ORS_Cluster:M7R38P07JL4LN07ARQ4ND2M2K800016H'(list) 'Session' '5TI0S86TLT1BNFTVIKSKQD48S00001KI' 'Node' '127' 'RStrategyName' 'JCCI.default.defaultWorkflow' 'RStrategyDBID' '338' 'UD_CallCategory' 'NORMAL' 'UD_CallStatus' 'Nominal' 'UD_QUEUE_START' '1467275861240' 'UD_CallResult' 'Routed' 'UD_CallResultReason' 'RoutedAgent' 'UD_ComponentSelected' '1474@Routing_SS.A' 'UD_LANGUAGE_SELECTED' 'English' 'UD_OriginalLocation' 'SIP_Switch' 'UD_OriginalRP' '7002' 'UD_RejectRP' '' 'UD_TargetObject' '1002@SIP_Switch.GA' 'UD_TargetSelected' 'AG_English.GA' 'UD_TargetVQ' 'Festival Participation Request' 'UD_Target_AgentGroup' 'AG_English' 'UD_VQ_SELECTED' 'Festival Participation Request' 'WAIT_TIME' '00:00:00' 'callid' 'M7R38P07JL4LN07ARQ4ND2M2K800016H' 'cli' '112931028' 'RPVQID' '5UCJ9TBRJ917TCNGVFJR9ASMI00004VI' 'RVQID' '5UCJ9TBRJ917TCNGVFJR9ASMI00004VI' 'RVQDBID' '171' 'RTargetTypeSelected' '2' 'RTargetRuleSelected' '' 'RTargetObjectSelected' 'AG_English' 'RTargetObjSelDBID' '123' 'RTargetAgentSelected' '1474' 'RTargetAgSelDBID' '118' 'RTargetPlaceSelected' 'Place_1002' 'RTargetPlSelDBID' '103' 'RTenant' 'Resources' 'RTenantDBID' '101' 'CBR-actual_volume' '' 'CBR-Interaction_cost' '' 'CBR-contract_DBIDs' '' 'CBR-IT-path_DBIDs' '' 'RRequestedSkillCombination' '' 'RRequestedSkills'(list) 'RTargetRequested' 'AG_English' 'CustomerSegment' 'default' 'ServiceType' 'default' 'ServiceObjective' '' 'PegAGAG_English' 1 AttributeCallUUID 'M7R38P07JL4LN07ARQ4ND2M2K800016H' AttributeConnID 007702822635c4cc AttributeCallID 16778449 AttributePropagatedCallType 2 AttributeCallType 2 AttributeCallState 0 2016-06-30T11:37:41.330 Int 04544 Interaction message "EventTreatmentApplied" generated 2016-06-30T11:37:41.330 Trc 04542 EventTreatmentApplied sent to [652] (00000005 ORS 192.168.10.191:57324) 2016-06-30T11:37:41.330 Trc 04542 EventTreatmentApplied sent to [668] (000000ae SS_Pulse 192.168.10.194:57353) 2016-06-30T11:37:41.330 Trc 04542 EventTreatmentApplied sent to [672] (000000ad HistoricalReporting_SS 192.168.10.194:57352) 2016-06-30T11:37:41.330 Trc 04542 EventTreatmentApplied sent to [704] (000000ac Reporting_SS 192.168.10.194:57350) 2016-06-30T11:37:41.330 Trc 04542 EventTreatmentApplied sent to [660] (00000007 ICON 192.168.10.191:57337) 2016-06-30T11:37:41.330 Trc 04542 EventTreatmentApplied sent to [632] (00000004 Routing_SS 192.168.10.191:57320) 2016-06-30T11:37:41.330 Trc 04542 EventTreatmentApplied sent to [548] (00000003 URS 192.168.10.191:57316) @11:37:41.3300 [0] 8.1.101.91 distribute call/party event: message EventCallPartyState AttributeEventSequenceNumber 000000000001cd37 AttributeTimeStamp 5774da5500050910 AttributePartyState 0xa09 AttributeConnID 007702822635c4cc AttributeCallUUID 'M7R38P07JL4LN07ARQ4ND2M2K800016H' AttributePartyUUID 'V34CR9C48L4LBCM8IB6AVRLARK000JD8' 2016-06-30T11:37:41.330 Int 04544 Interaction message "EventCallPartyState" generated 2016-06-30T11:37:41.330 Trc 04542 EventCallPartyState sent to [660] (00000007 ICON 192.168.10.191:57337) 2016-06-30T11:37:41.330 Int 04544 Interaction message "EventCallPartyState" generated 2016-06-30T11:37:41.330 Trc 04542 EventCallPartyState sent to [652] (00000005 ORS 192.168.10.191:57324) --- TreatmentStart --- +++ Post-event +++ Type EventTreatmentApplied Devices: <7002/7002> <-/-> <-/-> Calls: 16778449/007702822635c4cc/16778449.3556940/c:2/r:8 0/none Parties: D7002/7002.28df860-3556940:1/l:2/r:8/Queued,RtRequest, Treating,Destination none none Cause: Null/0, Info: 7 Flags: divert=0 hook=0 postCall=0 active=1 moveAll=1 callType=1 hideOtherPi=0 InternalOther=0 --- Post-event --- 2016-06-30T11:37:41.330 --- CIFace::Event --- 11:37:41.330: SIPTR(47513): complete 11:37:41.330: SIPTR(47512): Step 0 - SipTransactionProcessMsml(47513) complete 11:37:41.330: SIPTR(47512): complete 11:37:41.330: SIPCM: transaction SipScenario(47512) complete 11:37:41.330: PI: 00 S[IN]D[112931028]C[*D[112931028]]P[msml-dn] 11:37:41.330: PI: 00 S[QN]D[7002]E[-]MS[C[*D[msml-dn]]]P[112931028] 11:37:41.330: call1 16778449 idle 2016-06-30T11:37:41.330 -- thisCall by party 2016-06-30T11:37:41.330 -- validate 2016-06-30T11:37:41.330 -- state check: ok 11:37:41.330: IncrementRouteRequestCounter, option 100 11:37:41.330: GetRtPartyId: call 16778449, party 16781196 11:37:41.330: GetRtPartyId: routingLinkId not set 11:37:41.330: Unable to resolve number for DN:1002 11:37:41.330: SIPDM: failed to get registration info for 1002 11:37:41.330: SIPDM: failed to get registration info for 1002 11:37:41.330: ERROR: 10000028, GetDeviceManager().ResolveCalledDevice(call, newDestination, result), SipCallManager.cpp,2524 11:37:41.330: ERROR: 10000028, ResolveNewDestinationDevice(call, party, destination, device), SipCallManagerCallControl.cpp,4647 2016-06-30T11:37:41.330 Response (58): for CRequest@37b6160 RequestRouteCall-ORS[652]/17094 2016-06-30T11:37:41.330 -- thisCall by party 2016-06-30T11:37:41.330 Trc 36002 Request rejected: error code 58(Out of service) @11:37:41.3300 [0] 8.1.101.91 send_to_client: message EventError (Out of service) AttributeEventSequenceNumber 000000000001cd38 AttributeTimeinuSecs 330000 AttributeTimeinSecs 1467275861 (11:37:41) AttributeErrorCode 58 AttributeErrorMessage 'Out of service' AttributeReferenceID 17094 AttributeRouteType 1 (RouteTypeDefault) AttributeDNIS '7002' AttributeLocation 'SIP_Switch' AttributeOtherDN '1002' AttributeConnID 007702822635c4cc AttributeThisDN '7002' AttributeClientID 5 2016-06-30T11:37:41.330 Int 04545 Interaction message "EventError" sent to 652 ("ORS") 2016-06-30T11:37:41.330 Trc 04542 EventError sent to [652] (00000005 ORS 192.168.10.191:57324) 2016-06-30T11:37:41.330 FinishRequest: second time for CRequest@37b6160 RequestRouteCall-ORS[652]/17094 2016-06-30T11:37:41.330 -- deleted: CRequest@37b6160 RequestRouteCall-ORS[652]/17094 11:37:41.330: $-NET:SIP::0:1208

2016-06-30T11:37:41.346 Trc 04541 RequestApplyTreatment received from [652] (00000005 ORS 192.168.10.191:57324)
message RequestApplyTreatment
AttributeThisDN ‘7002’
AttributeConnID 007702822635c4cc
AttributeTreatmentType 7 (TreatmentPlayAnnouncement)
AttributeTreatmentParms [85] 00 02 00 00..
‘LANGUAGE’ ‘English (US)’
‘PROMPT’(list) ‘1’(list) ‘INTERRUPTABLE’ 1
‘ID’ 101103211
AttributeReferenceID 17095
2016-06-30T11:37:41.346 Int 04543 Interaction message “RequestApplyTreatment” received from 652 (“ORS”)
2016-06-30T11:37:41.346 – created: CRequest@37b6880 RequestApplyTreatment-ORS[652]/17095
11:37:41.346: $+TLIB:CTI:Unknown:0:47089
2016-06-30T11:37:41.346 +++ CIFace::Request +++
– new invoke
– thisCall by party
Parsed: RequestApplyTreatment
From: ORS[652]/17095
Numbers: +<7002> -
Calls: 3556940:1 none
Parties: 7002.28df860-3556940:1
none
Status: parsed:1 queued:0 sent:0 acked:0 preevent:0 event:0 context:0 transferred:0

– validate
– state check: ok
CIFace: Sent CRequest@37b6880 RequestApplyTreatment-ORS[652]/17095
TNAEmulator::NotifyBackup()
– NAData ClRq added
FinishRequest CRequest@37b6880 RequestApplyTreatment-ORS[652]/17095
IFace stats: q=0 s=0
– complete
– NAData ClRq removed
TNAEmulator::NotifyBackup()
11:37:41.346: SIPTS: HandleMediaServiceDetached
11:37:41.346: Adding OtherTrunkName(JCCI_Trunk): done
– thisCall by party
SetContext: for party 7002.28df860-3556940:1
+++ CIFace::Event +++
+++ Pre-event +++
Type EventTreatmentEnd
Devices: <7002/7002> <-/-> <-/->
Calls: 16778449/007702822635c4cc/16778449.3556940/c:2/r:8 0/none
Parties: D7002/7002.28df860-3556940:1/l:2/r:8/Queued,RtRequest, Treating,Destination
none
none
Cause: Null/0, Info: 7
Flags: divert=0 hook=0 postCall=0 active=1 moveAll=1 callType=1 hideOtherPi=0 InternalOther=0
— Pre-event —
+++ TreatmentEnd +++
@11:37:41.3460 [0] 8.1.101.91 distribute_response: message EventTreatmentEnd
AttributeEventSequenceNumber 000000000001cd39
AttributeTimeinuSecs 346000
AttributeTimeinSecs 1467275861 (11:37:41)
AttributeExtensions [135] 00 04 00 00..
‘OtherTrunkName’ ‘JCCI_Trunk’
‘BusinessCall’ 1
‘LANGUAGE’ ‘English (US)’
‘PROMPT’(list) ‘1’(list) ‘INTERRUPTABLE’ 1
‘ID’ 101103211
AttributeReferenceID 17092
AttributeTreatmentType 7 (TreatmentPlayAnnouncement)
AttributeThisQueue ‘7002’
AttributeCollectedDigits ‘’
AttributeThisDNRole 2
AttributeThisDN ‘7002’
AttributeANI ‘112931028’
AttributeDNIS ‘7002’
AttributeUserData [1392] 00 2d 03 00..
‘ORSI:ORS_Cluster:M7R38P07JL4LN07ARQ4ND2M2K800016H’(list) ‘Session’ ‘5TI0S86TLT1BNFTVIKSKQD48S00001KI’
‘Node’ ‘127’
‘RStrategyName’ ‘JCCI.default.defaultWorkflow’
‘RStrategyDBID’ ‘338’
‘UD_CallCategory’ ‘NORMAL’
‘UD_CallStatus’ ‘Nominal’
‘UD_QUEUE_START’ ‘1467275861240’
‘UD_CallResult’ ‘Routed’
‘UD_CallResultReason’ ‘RoutedAgent’
‘UD_ComponentSelected’ ‘1474@Routing_SS.A’
‘UD_LANGUAGE_SELECTED’ ‘English’
‘UD_OriginalLocation’ ‘SIP_Switch’
‘UD_OriginalRP’ ‘7002’
‘UD_RejectRP’ ‘’
‘UD_TargetObject’ ‘1002@SIP_Switch.GA’
‘UD_TargetSelected’ ‘AG_English.GA’
‘UD_TargetVQ’ ‘Festival Participation Request’
‘UD_Target_AgentGroup’ ‘AG_English’
‘UD_VQ_SELECTED’ ‘Festival Participation Request’
‘WAIT_TIME’ ‘00:00:00’
‘callid’ ‘M7R38P07JL4LN07ARQ4ND2M2K800016H’
‘cli’ ‘112931028’
‘RPVQID’ ‘5UCJ9TBRJ917TCNGVFJR9ASMI00004VI’
‘RVQID’ ‘5UCJ9TBRJ917TCNGVFJR9ASMI00004VI’
‘RVQDBID’ ‘171’
‘RTargetTypeSelected’ ‘2’
‘RTargetRuleSelected’ ‘’
‘RTargetObjectSelected’ ‘AG_English’
‘RTargetObjSelDBID’ ‘123’
‘RTargetAgentSelected’ ‘1474’
‘RTargetAgSelDBID’ ‘118’
‘RTargetPlaceSelected’ ‘Place_1002’
‘RTargetPlSelDBID’ ‘103’
‘RTenant’ ‘Resources’
‘RTenantDBID’ ‘101’
‘CBR-actual_volume’ ‘’
‘CBR-Interaction_cost’ ‘’
‘CBR-contract_DBIDs’ ‘’
‘CBR-IT-path_DBIDs’ ‘’
‘RRequestedSkillCombination’ ‘’
‘RRequestedSkills’(list)
‘RTargetRequested’ ‘AG_English’
‘CustomerSegment’ ‘default’
‘ServiceType’ ‘default’
‘ServiceObjective’ ‘’
‘PegAGAG_English’ 1
AttributeCallUUID ‘M7R38P07JL4LN07ARQ4ND2M2K800016H’
AttributeConnID 007702822635c4cc
AttributeCallID 16778449
AttributePropagatedCallType 2
AttributeCallType 2
AttributeCallState 0
2016-06-30T11:37:41.346 Int 04544 Interaction message “EventTreatmentEnd” generated
2016-06-30T11:37:41.346 Trc 04542 EventTreatmentEnd sent to [652] (00000005 ORS 192.168.10.191:57324)
2016-06-30T11:37:41.346 Trc 04542 EventTreatmentEnd sent to [668] (000000ae SS_Pulse 192.168.10.194:57353)
2016-06-30T11:37:41.346 Trc 04542 EventTreatmentEnd sent to [672] (000000ad HistoricalReporting_SS 192.168.10.194:57352)
2016-06-30T11:37:41.346 Trc 04542 EventTreatmentEnd sent to [704] (000000ac Reporting_SS 192.168.10.194:57350)
2016-06-30T11:37:41.346 Trc 04542 EventTreatmentEnd sent to [660] (00000007 ICON 192.168.10.191:57337)
2016-06-30T11:37:41.346 Trc 04542 EventTreatmentEnd sent to [632] (00000004 Routing_SS 192.168.10.191:57320)
2016-06-30T11:37:41.346 Trc 04542 EventTreatmentEnd sent to [548] (00000003 URS 192.168.10.191:57316)
@11:37:41.3460 [0] 8.1.101.91 distribute call/party event: message EventCallPartyState
AttributeEventSequenceNumber 000000000001cd3a
AttributeTimeStamp 5774da5500054790
AttributePartyState 0x809
AttributeConnID 007702822635c4cc
AttributeCallUUID ‘M7R38P07JL4LN07ARQ4ND2M2K800016H’
AttributePartyUUID ‘V34CR9C48L4LBCM8IB6AVRLARK000JD8’
AttributeRefParty ‘7002’
2016-06-30T11:37:41.346 Int 04544 Interaction message “EventCallPartyState” generated
2016-06-30T11:37:41.346 Trc 04542 EventCallPartyState sent to [660] (00000007 ICON 192.168.10.191:57337)
2016-06-30T11:37:41.346 Int 04544 Interaction message “EventCallPartyState” generated
2016-06-30T11:37:41.346 Trc 04542 EventCallPartyState sent to [652] (00000005 ORS 192.168.10.191:57324)
— TreatmentEnd —
+++ Post-event +++
Type EventTreatmentEnd
Devices: <7002/7002> <-/-> <-/->
Calls: 16778449/007702822635c4cc/16778449.3556940/c:2/r:8 0/none
Parties: D7002/7002.28df860-3556940:1/l:2/r:8/Queued,RtRequest,Destination
none
none
Cause: Null/0, Info: 7
Flags: divert=0 hook=0 postCall=0 active=1 moveAll=1 callType=1 hideOtherPi=0 InternalOther=0
— Post-event —
— CIFace::Event —
ClearContext: party 7002.28df860-3556940:1
11:37:41.346: free_dcr 00000000037d41d0
11:37:41.346: SIPTR(47515): Begin step 0 - SipTransactionProcessMsml(47516)
11:37:41.346: free_dcr 00000000037d3f30
11:37:41.346 SIPCONN(msml-dn): CtiRequest(3)
11:37:41.346: SIPDLG[5164]: register TRN[998056]
11:37:41.346: Sending [0,UDP] 1002 bytes to 192.168.10.193:5060 >>>>>
INFO sip:Genesys@192.168.10.193:5070 SIP/2.0
From: sip:[email removed];tag=5921CCD5-20F6-484C-88D9-974A34F80E99-925909
To: sip:msml-dn@192.168.10.191:5060;tag=E54CE949-D363-47CD-7286-ED8731DCB9CE
Call-ID: B095F88A-4508-441D-BCFA-22CC08441613-924110@192.168.10.191
CSeq: 12 INFO
Content-Length: 396
Content-Type: application/vnd.radisys.msml+xml
Via: SIP/2.0/UDP 192.168.10.191:5060;branch=z9hG4bKCC738AA6-F503-4478-8875-CDC1774AAF40-48957
Contact: sip:112931028@192.168.10.191:5060
Max-Forwards: 59
Route: sip:0000000015B36FE0@192.168.10.193:5060;lr;gvp.rm.datanodes=1;idtag=000016C4

<?xml version="1.0" encoding="UTF-8"?>

Tambo · June 30, 2016, 10:12am

the extension is ‘not monitored’ so call won’t route

do a view in ccpulse for your extensions and view then there. if they are white the are not monitored. generally you need to either disable then enable them or sometimes have to delete them and make new ones, you may have to do this to the Place also

ryusuf · June 30, 2016, 10:17am

Hi Tambo,

Thanks for the response.

What must be the reason for that extension to be “not monitored”? Because the same extension received calls yesterday.

Unfortunately, we are not using CCPulse, we only have Pulse for real time reporting. So could you let me know how to check it out in pulse?

Best Regards

Tambo · June 30, 2016, 10:28am

difficult to say what is the cause of it but you can see the below in the logs (could be switch related if TDM or network blip) but extension not getting registered for some reason. error code 58 look out for. try disable enable first

11:37:41.330: Unable to resolve number for DN:1002
11:37:41.330: SIPDM: failed to get registration info for 1002
11:37:41.330: SIPDM: failed to get registration info for 1002
11:37:41.330: ERROR: 10000028, GetDeviceManager().ResolveCalledDevice(call, newDestination, result), SipCallManager.cpp,2524
11:37:41.330: ERROR: 10000028, ResolveNewDestinationDevice(call, party, destination, device), SipCallManagerCallControl.cpp,4647
2016-06-30T11:37:41.330 Response (58): for CRequest@37b6160 RequestRouteCall-ORS[652]/17094
2016-06-30T11:37:41.330 – thisCall by party
2016-06-30T11:37:41.330 Trc 36002 Request rejected: error code 58(Out of service)

ryusuf · June 30, 2016, 10:31am

Its SIP switch. If the extension is out of service or not getting resgisterd, then why would URS request to route call to that agent (with the extension 1002). It should be routed to another agent who is ready. Correct me if i am wrong.

Here the call is routed to this extension only 1002 even though other agent is ready. And once this Agent’s workspace was restarted, the call started routing normally to other agents also. ???

Kubig · June 30, 2016, 10:40am

It depends on your configuration - check URS for on_route_error option level.

Tambo · June 30, 2016, 10:42am

it has the stats for the agent so agent in ready, agent has skill tries to route call and DN ‘out of service’ so call is routed to agent but delivered to DN.

normally after this the call defaults and can go to any agent in my experience not necessarily the next agent.

once the DN is registered then calls will route normally, the agents restart was enough to do that.

check how SIP endpoint configured, can be done to go to ‘not registered’ when not in use which leaves it in a ‘not monitored’ state until agents log in.

ryusuf · June 30, 2016, 10:47am

Hi Kubig,

The value for on_route_error in URS is delete interaction.

ryusuf · June 30, 2016, 10:53am

Hi Tambo,

it has the stats for the agent so agent in ready, agent has skill tries to route call and DN 'out of service' so call is routed to agent but delivered to DN.

If i understood correctly, then u meant, the stats were there as ready, and due to this the URS picked up this agent as best target and routed the call. However after the route request, the DN went “out of service”. Am i right?

But what did you mean by " so call is routed to agent but delivered to DN"? ???

normally after this the call defaults and can go to any agent in my experience not necessarily the next agent.

Yes, the call should have went to next available agent. However, it did not, instead it kept playing the wait announcement to the customer.

What is to be checked in SIP endpoint configuration?

Tambo · June 30, 2016, 12:00pm

yes, do you target an agent with skills or do you route the call directly to the DN regardless of the agent logged in?

so you need to make better error handling in strategy to ignore bad DN’s so the call will move on to next target.

ryusuf · June 30, 2016, 12:07pm

No not directly to DN. The target is agent group. And each agent has a default place (extension) assigned to them.

so you need to make better error handling in strategy to ignore bad DN's so the call will move on to next target.

The call will move on to next target if no other targets available in the Agent group. But here the target agent is getting selected and then only it comes to know the DN is bad.

terry · June 30, 2016, 1:39pm

Could you setup deyslid statserver log and check what agent/DN states for involved agents it reports to URS before and after errors? URS doesnt generally reacts on agents events from t server but from statserver only (it see everything through staserver eyes)

cavagnaro · June 30, 2016, 5:28pm

URS and Pulse using same StatServer? Tried doing a reset on URS StatServer?

Enviado de meu E6633 usando Tapatalk

rajasekharlbit · July 18, 2016, 6:10am

Hi ,

There is nothing to do with URS, because It just follows the result set from stat server . In this case, If a DN is out of service, Sip server should have communicated the same to Stat server, so that the respective agent logged in that DN should not be considered by stat server.

So, try to trouble shoot the issue, from Communication gap between sip server and stat server.

URS is just a slave