Hi all…
I need a quick guide from u all…Please help..
Am currently facing a problem whereby my call is just waiting in the queue instead of being routed to agent…
I do have an agent ready but somehow the call is not routed…I wonder where i went wrong…
Please help and here am attaching my tserver logs for your viewing…
Hope i can get some solution from you..Thanking in advance…
Just in case..u need this as well…
Am attaching the URS logs too…
Thank you.
[attachment deleted by admin]
Is this “prepaid_external_vq” the same VQ name you configured at CME?
Seems that is it what URS log is complaining.. not sure.
Maybe is it.
Cheers
A2
This part does not look ok? (I have not worked with avaya, so it migt be ok)
04/02/09@23:05:18 _T_W_006501ace7296003 [tserver_dispatch] EventAbandoned is received for tserver avaya_tserver (this dn=2716), call will be deleted
_I_I_006501ace7296003 [call_delete] call deleted truly
_C_W_006501ace7296003 [get_option_aux] there is no any value for option strategy0x1
_C_W_006501ace7296003 [tserver_send_vq_message] can not find virtual queue prepaid_external_vq for tenant Resources, virtual queue support is ignored
_M_I_006501ace7296003 [smUnMapTarget] call does not wait target 1500 now
I’d checked the VQ and it’s seems to be ok but somehow am still facing the prob…
mayb catanirex or A2 can be more precise on what should i do? Thank you.
Regards
jbobinsk
Application name: avaya_tserver
T-Server for Avaya DEFINITY ECS (MV), Version: 6.5.306.01
Router (Version: 6.5.107.00)
log files timestamp not matched
T-server log:
started at 04/02/09 22:50:06.640
ended at @22:50:40.2960 — Shutdown triggered by SIGBREAK signal
In URS log:
started at 04/02/09@23:00:50
There were several configuration errors reported in URS log
fix them first, or there would have too many errors
_I_E_0000000000000000 [smGetAgentsInGroup] input data error
Cannot connect to TServer MSTServer_ICS_6.5 at host iccs_is, port 5080, reason unknown
4/2/2009 11:02:48 PM.312 Trace mciccsfw routing_server GCTI-15-20004 interaction 006501ace7296001 is taken over by switch
URS did not ‘see’ the agent ‘1500.A’ ready via Stat Server
04/02/09@23:04:43 _M_I_006501ace7296003 [remap_call] current priority for prepaid_external_vq VQ(s): 280
_M_I_006501ace7296003 [targets_map_route] target selection rule: select ANY (No statistic specified for target selection)
_M_I_006501ace7296003 [targets_map_route] target with MIN statistic value will be selected
_M_I_006501ace7296003 [smGetStatObject] ask statistic ##state@routing_statserver <request= 1, status= 2> for 1500
_M_I_[map_one_target] target <1500.A> STATE mapping OK
_M_I_006501ace7296003 [targets_map_route] target for routing was NOT SELECTED
_I_I_006501ace7296003 [targets_map_route] mapping Ok
04/02/09@23:04:43 M_I[smAntiFreezeTimerProc] PULSE (calls: 1=1+0-0, time 1238684682)
Suggestions:
=> always have the CCPulse+ open to monitor agent status
- assumed that both CCPulse and URS are connected to the same Stat Server!
=> If CCPulse does not show agent is ready, neither can URS ‘see’ ready agent
=> make sure that
(1) PLACE object is defined and shortcut to extension is configured
(2) Agent profile is defined and switch agent ID is configured
(3) use soft-phone to perform agent login
(** agent login via hard-phone can be ‘seemed’ by T-server but
higher version T-server and/or switch release may be needed)
=> In Avaya vector commands, there is ‘sufficient’ time for URS to handle interactions after ADJUNCT
Thank you guys for all the suggestions…
I did do the monitoring in CCPulse and tht’s when i realised that even though i’ve my agent ready,
in CCP, its showing as not ready(yes..am using the same statserver for CCP n URS)…
I tried some workaround by deleting the DN and recreating it back but it still not working…
Any idea what should i do?
P/S: Initially my call routing was working but the user at the end asked me to change the server name thus i’d to do some configuration back on the naming…n nw am facing this problem…
Plz advice…TQ
in CCP, its showing as not ready
It is a ‘good’ indication.
The first step is to make CCP working, showing Ready and NotReady as on the logged-in extension
If agent is shown “Not ready”, basic PLACE/PERSON/LOGINID objects should be fine.
Otherwise, follow previous checklist items
What is “server name” you are referring to?
Computer host name or Genesys application name?
How did you change the “servr name”? re-installation?
Were T-server, URS, …Genesys service installed in Windows? as Service?
For Windows Service installation, host name and application are written in window registry.
Changing Genesys application name in CME alone does not work!
My basic PLACE/PERSON/LOGINID objects is fine (i’d mentioned in my previous post).
Otherwise, follow previous checklist items
Am referring to the OS name…I’d changed the name of the OS but sticking to the old
name for Genesys application name.
And all my applications are running in command prompt (i created bat file to start the services from there)
So..i wonder where is it wrg?
Sorry..am being blur..am a newbie…
I noticed that within routing stat server itself, my agent status is being read as not ready even when am ready…I tried recreating the places, extension but still not able to figure it out…
Hope someone who has faced this before could share the knwledge wit me..
Thanking in advance…
Are you using a softphone to make the agent ready or the physical phone? Some changes made with the physical phone don’t get sent in the ASAI protocol from Avaya to the Tserver. In this case you either need to use a softphone or use the query-on-timer option. You can do this by finding the query-agent-work-mode under the Tserver options in the tserver app and then set the enable-query-on-timer-aux to true.
If the Agent is not showing available in CCPUlse and you are monitoring the same stat server that URS uses, URS will not route the call to the agent. Do you just have one DN (ACD Position) in the place or multiple DN’s?
Am using the softphone to make the agent ready…
And i only have one ACD Position in the place…
pls capture tserver, urs and stat server log files covering test cases below
agent login, not ready and ready via oft-phone
=> pls specify extension and agent ID with timestamps
make test call to RP to test URS
=> pls specify RP DN and timestamps (connid if possible)
Otherwise, it is no way to give further comment
Hi…
Thanks for all the advices…I’d managed to solve the issue…
Dunno whether it’s applicable or the reason why the issue had popped out
in the first place..but the reason was coz of the host name…
After changing the host name as per the server name,am able to view the status of the agents
and also able to receive calls…
Just for the info, the genesys version is 6.5
Thank you…