Chat call not getting routed

Genesys Cloud Routing
1

Hi
The chat call which is initiated from webapi server is not getting routed to an agent.I am using the ABC sample chat business process .When i cheked the logs the stat server is recognising the agent as not ready. Any idea why this is happening?

2

Is the agent logged in a chat media? Any logs would be helpful you know? The magic balls are becoming more difficult to get…

3

Does the StatServer have a connection to InteractionServer?
Is the option UseAgentCapacity true on URS?
Does the chat agent/agent place have a Capacity Rule that allows chat?

1 Like
4

Hi,
Yes the agent has logged into chat media.

  1. Stat server has connection to Interaction sever
  2. UseAgentCapacity is false
  3. There is a capacity rule but that allows chat.

Statserver log:

2009-06-16 22:12:45> Client: Sending message to urs_gts
2009-06-16 22:12:45> Client: Message ‘Info’
‘LONG_VALUE’ 0
‘TM_LENGTH’ 0
‘TM_SERVER’ 1245208365
‘USER_REQ_ID’ 0
‘REQ_ID’ 7
2009-06-16 22:12:45> Init: Capacity rule ‘MMedia_CCRule’ automatically assigned to agent ‘9992’
2009-06-16 22:12:45> Status: Capacity snapshot for place ‘Place_C_5002’(‘GTS_DEV’), agent ‘9992’(‘GTS_DEV’) (CR=‘MMedia_CCRule’)
media_state current_number max_number routable
--------------- --------------- --------------- ---------------
[ NR 0 1 0 ] ← chat
[ NR 0 1 0 ] ← voice
2009-06-16 22:12:45> Server: Event “_we_event_current_agent_status” has been sent to MCR Interaction Server[CR2CLTIIS50:8888:InteractionServer2]
2009-06-16 22:12:45> Server: IxnEvent ‘event_media_added’ message:
attr_actor_type [int] = 2 [AGENT]
attr_actor_place_id [str] = “Place_C_5002”
attr_actor_tenant_id [int] = 101
attr_actor_agent_id [str] = “9992”
attr_event_time [str] = “2009-06-17T03:12:45Z”
attr_reason [int] = 0
attr_place_id [str] = “Place_C_5002”
attr_tenant_id [int] = 101
attr_agent_id [str] = “9992”
attr_media_type_name [str] = “chat”
attr_media_type_state [int] = 0

2009-06-16 22:13:02> Client: Client 372 Connected from ‘171.133.247.249’(port 3886)
22:13:02.910 Trc 04521 New client 372 connected from ‘171.133.247.249’
2009-06-16 22:13:02> Client: Creating Client 372
22:13:02.910 Trc 04541 Message RegisterClient received from 372 ( ‘contactserver’)
2009-06-16 22:13:02> Client: Message from contactserver(372) received
2009-06-16 22:13:02> Client: Message ‘RegisterClient’
‘CLIENT_NAME’ ‘contactserver’
‘LIB_INTERNAL_VERSION’ 7
‘PROTOCOL’ ‘StatExchangeProtocol 2.0.4’
22:13:02.910 Trc 04522 Client 372 authorized, name ‘contactserver’, type ‘Unknown’
2009-06-16 22:13:02> Client: Sending message to contactserver
2009-06-16 22:13:02> Client: Message ‘ClientRegistered’
‘STRING_VALUE’ ‘7.2.002.05’
‘LONG_VALUE’ 61
‘TM_LENGTH’ 1245208382
‘TM_SERVER’ 1245208382
‘USER_REQ_ID’ 0
‘REQ_ID’ 0
22:13:02.972 Trc 04541 Message OpenDataStream received from 372 ( ‘contactserver’)
2009-06-16 22:13:02> Client: Message from contactserver(372) received
2009-06-16 22:13:02> Client: Message ‘OpenDataStream’
‘DATASTREAM_DATACONSUMER_URL’ ‘eServiceContactStat.jar’
‘DATASTREAM_DATASOURCE_NAME’ ‘contactserver’
‘DATASTREAM_TYPE’ 1
‘PROTOCOL_VERSION_MINOR’ 0
‘PROTOCOL_VERSION_MAJOR’ 1
‘PROTOCOL_DATASOURCE_TYPE’ ‘MCR Universal Contact Server’
‘PROTOCOL_NAME’ ‘Data Stream Wraper protocol’
‘USER_REQ_ID’ 0
‘REQ_ID’ 1
2009-06-16 22:13:02> Client: Sending message to contactserver
2009-06-16 22:13:02> Client: Message ‘DataStreamOpeningFailure’
‘STRING_VALUE’ ‘Java Host Environment is not initialized’
‘LONG_VALUE’ 13
‘TM_LENGTH’ 0
‘TM_SERVER’ 1245208382
‘USER_REQ_ID’ 0
‘REQ_ID’ 1
22:13:03.019 Trc 04541 Message UnRegisterClient received from 372 ( ‘contactserver’)
2009-06-16 22:13:03> Client: Message from contactserver(372) received
2009-06-16 22:13:03> Client: Message ‘UnRegisterClient’
‘CLIENT_NAME’ ‘contactserver’
‘LIB_INTERNAL_VERSION’ 7
‘PROTOCOL’ ‘StatExchangeProtocol 2.0.4’
2009-06-16 22:13:03> Client: Client 372 Disconnected
22:13:03.019 Trc 04524 Client ‘contactserver’ disconnected
2009-06-16 22:13:03> Client: Removing Client contactserver
2009-06-16 22:13:03> Status: Agent ‘9992’([2009-06-16 22:13:03]WaitForNextCall)
Place ‘Place_C_5002’([2009-06-16 22:13:03]WaitForNextCall)
Chat ‘5002@sw_cacon_multimedia’([2009-06-16 05:53:37]NotMonitored)
Media Channel chat([2009-06-16 22:13:03]Available)
2009-06-16 22:13:03> Client: Sending message to Genesys_Desktop-MODULE
2009-06-16 22:13:03> Client: Message ‘Info’
‘LONG_VALUE’ 0
‘TM_LENGTH’ 0
‘TM_SERVER’ 1245208383
‘USER_REQ_ID’ 0
‘REQ_ID’ 11
2009-06-16 22:13:03> Client: Sending message to Genesys Supervisor Desktop
2009-06-16 22:13:03> Client: Message ‘Info’
‘LONG_VALUE’ 0
‘TM_LENGTH’ 0
‘TM_SERVER’ 1245208383
‘USER_REQ_ID’ 0
‘REQ_ID’ 45
2009-06-16 22:13:03> Status: Agent ‘9992’([2009-06-16 22:13:03]WaitForNextCall)
Place ‘Place_C_5002’([2009-06-16 22:13:03]WaitForNextCall)
Chat ‘5002@sw_cacon_multimedia’([2009-06-16 05:53:37]NotMonitored)
Media Channel chat([2009-06-16 22:13:03]Available)
2009-06-16 22:13:03> Client: Sending message to urs_gts
2009-06-16 22:13:03> Client: Message ‘Info’
‘LONG_VALUE’ 0
‘TM_LENGTH’ 0
‘TM_SERVER’ 1245208383
‘USER_REQ_ID’ 0
‘REQ_ID’ 7
2009-06-16 22:13:03> Status: Capacity snapshot for place ‘Place_C_5002’(‘GTS_DEV’), agent ‘9992’(‘GTS_DEV’) (CR=‘MMedia_CCRule’)
media_state current_number max_number routable
--------------- --------------- --------------- ---------------
[ R 0 1 1 ] ← chat
[ NR 0 1 0 ] ← voice
2009-06-16 22:13:03> Server: Event “_we_event_current_agent_status” has been sent to MCR Interaction Server[CR2CLTIIS50:8888:InteractionServer2]
2009-06-16 22:13:03> Server: IxnEvent ‘event_ready_for_media’ message:
attr_actor_type [int] = 2 [AGENT]
attr_actor_place_id [str] = “Place_C_5002”
attr_actor_tenant_id [int] = 101
attr_actor_agent_id [str] = “9992”
attr_event_time [str] = “2009-06-17T03:13:03Z”
attr_reason [int] = 0
attr_place_id [str] = “Place_C_5002”
attr_tenant_id [int] = 101
attr_agent_id [str] = “9992”
attr_media_type_name [str] = “chat”

2009-06-16 22:13:11> Server: IxnEvent ‘event_properties_changed’ message:
attr_actor_type [int] = 1 [STRATEGY]
attr_actor_strategy_id [str] = “Chat inbound strategy”
attr_actor_router_id [str] = “urs_gts”
attr_actor_tenant_id [int] = 101
attr_itx_id [str] = “00018a53EAWA004E”
attr_state [int] = 2
attr_itx_type [str] = “Inbound”
attr_itx_subtype [str] = “InboundNew”
attr_itx_prnt_itx_id [str] = “”
attr_itx_queue [str] = “Chat inbound queue”
attr_itx_media_type [str] = “chat”
attr_itx_user_data [bstr] = TKVList:
‘ContactId’ [str] = “0000Fa4VHJC50022”
‘Subject’ [str] = “Some Subject”
‘EmailAddress’ [str] = “[email removed]”
‘FirstName’ [str] = “123”
‘LastName’ [str] = “456”
‘ChatServerHost’ [str] = “CR2CONVRU04”
‘ChatServerPort’ [str] = “3003”
‘PegRejected’ [int] = 1
attr_itx_tenant_id [int] = 101
attr_itx_received_at [str] = “2009-06-17T03:12:38Z”
attr_itx_submitted_at [str] = “2009-06-17T03:12:38Z”
attr_itx_submitted_to_router_at [str] = “2009-06-17T03:12:41Z”
attr_itx_placed_in_queue_at [str] = “2009-06-17T03:12:38Z”
attr_itx_submitted_by [str] = “ChatServer”
attr_itx_is_online [int] = 1
attr_itx_is_locked [int] = 0
attr_itx_moved_to_queue_at [str] = “2009-06-17T03:12:38Z”
attr_event_time [str] = “2009-06-17T03:13:11Z”
attr_changed_prop [bstr] = TKVList:
‘PegRejected’ [int] = 1

URS Log:

TARGETS: Chat distribution for processing@ss_cit_chat_rtg_server.GA
20:22:19.533_M_I_0ce001b31194c214 [13:01] current virtual queue: 01ffb030 id=57, nVQ=1-1d2abd0, priority=0, time=1245208358.0
M_I [17:0f] VQ(01ff8400) [at all 1 0] 1 target(s), flag=2a, guid: 0GTS_DEV||1|37|1|0|“”|||00|00{}{}Chat distribution for processing@ss_cit_chat_rtg_server.GA
20:22:19.533_M_I_0ce001b31194c214 [17:11] VQ(01ff8400) first available call: 0ce001b31194c214, reason=binding
20:22:19.533_M_I_0ce001b31194c214 [13:03] call (virtual queue 01ffb030, id=57, priority 0, time 1245208358.0) waits for VQ 01ff8400 (name=“”) now
_C_W_0000000000000000 [0D:03] default value (0) will be used for option targets_order
20:22:19.533_M_I_0ce001b31194c214 [17:0e] virtual queue “”(id=57), VQ 01ff8400 (1 targets): SELECT ANY by statistic NONE(random )
_M_I_0ce001b31194c214 [17:0b] VQ 01ff8400 target “Chat distribution for processing” (#1, 5-4 components): SELECT ANY by statistic StatAgentLoading(random)
_M_I_0ce001b31194c214 [17:0b] component #1 9991: logged out
_M_I_0ce001b31194c214 [17:0b] component #2 1118: logged out
_M_I_0ce001b31194c214 [10:0c] tenant GTS_DEV Agent 9992: dn chat is ignored: other dn type(cfg)
_M_I_0ce001b31194c214 [17:0b] component #3 9992: not ready
_M_I_0ce001b31194c214 [17:0b] component #4 9993: logged out
_M_I_0ce001b31194c214 [17:0b] component #5 9998: logged out
_M_I_0ce001b31194c214 [17:0b] VQ 01ff8400 target “Chat distribution for processing”: component was NOT SELECTED (4 0 1 33550496)
_M_I_0ce001b31194c214 [17:0e] target Chat distribution for processing: not ready passed
_M_I_0ce001b31194c214 [17:0e] virtual queue “”(id=57), VQ 01ff8400: target for routing was NOT SELECTED (0 0 0 1)
_I_I_0ce001b31194c214 [07:0a] HERE IS WAIT (-1 sec)
_I_I_0ce001b31194c214 [07:0a] HERE IS WAIT (30 sec)
_C_W_0000000000000000 [0D:03] default value (0) will be used for option skip_targets
20:22:19.533_B_I_0ce001b31194c214 [07:09] start chain of treatments
20:22:19.533_I_I_0ce001b31194c214 [09:04] <<<<<<<<<<<<suspend interpretator(WAIT), timers:10000

5

Before the target object try to use the function UseMedia[‘chat’], that might help.

1 Like
6

Hi ,
I am new to genesys . i am not getting u properly. Could u pls explain me .
You mean to say add a function called usemedia[chat] in strategy target

7

More URS Logs:

22:31:18.012_M_I_ [10:1d] PULSE (calls: 1(1)=1+0-0, targets=2, time=1245216677, mem=0,51672,708,23,172,0)

_M_I_0000000000000000 [10:20] try to route to agent "9993" (place "Place_C_6000", 1 ready DNs reported)

_M_I_ [10:20] VQ(01ffba10) is ignored: other dn type(cfg)

_M_I_0000000000000000 [10:20] try to route to agent "9992" (place "Place_C_5002", 1 ready DNs reported)

_M_I_ [10:20] VQ(01ffba10) is ignored: other dn type(cfg)

22:31:20.012_M_I_ [10:1d] PULSE (calls: 1(1)=1+0-0, targets=2, time=1245216679, mem=0,51672,708,23,172,0)

_M_I_0000000000000000 [10:20] try to route to agent "9992" (place "Place_C_5002", 1 ready DNs reported)

_M_I_ [10:20] VQ(01ffba10) is ignored: other dn type(cfg)

_M_I_0000000000000000 [10:20] try to route to agent "9993" (place "Place_C_6000", 1 ready DNs reported)

_M_I_ [10:20] VQ(01ffba10) is ignored: other dn type(cfg)

22:31:22.012_M_I_ [10:1d] PULSE (calls: 1(1)=1+0-0, targets=2, time=1245216681, mem=0,51672,708,23,172,0)

_M_I_0000000000000000 [10:20] try to route to agent "9993" (place "Place_C_6000", 1 ready DNs reported)

_M_I_ [10:20] VQ(01ffba10) is ignored: other dn type(cfg)

_M_I_0000000000000000 [10:20] try to route to agent "9992" (place "Place_C_5002", 1 ready DNs reported)

_M_I_ [10:20] VQ(01ffba10) is ignored: other dn type(cfg)

22:31:24.012_M_I_ [10:1d] PULSE (calls: 1(1)=1+0-0, targets=2, time=1245216683, mem=0,51672,708,23,172,0)

_M_I_0000000000000000 [10:20] try to route to agent "9992" (place "Place_C_5002", 1 ready DNs reported)

_M_I_ [10:20] VQ(01ffba10) is ignored: other dn type(cfg)

_M_I_0000000000000000 [10:20] try to route to agent "9993" (place "Place_C_6000", 1 ready DNs reported)

_M_I_ [10:20] VQ(01ffba10) is ignored: other dn type(cfg)
8

someone pls temme a solution …

9

Hi,

URS isn’t able to determine right type of DN required to handle interaction. Please add new “Function” block to your strategy and use following function “UseMedia[‘chat’]”. Please insert this block before routing an interaction to the agents.

R.

1 Like
10

Hi Rene,
I have added usemediatype[chat] in strategy , then also the call didnt get routed

the urs logs comes as below

..sent to CR2CLTIIS50:8888(fd=580)
06:38:34.435_M_I_059301b328b6e002 [13:02] entering virtual queue “VQ_CHAT”
M_I [17:0f] VQ(02005f60) [at all 1 0] 1 target(s), flag=a, guid: 0GTS_DEV|VQ_CHAT|1|37|1|0|“”|||00|00{}{}Chat distribution for processing@ss_cit_tcc_con_rtg_pri.GA
06:38:34.435_M_I_059301b328b6e002 [17:11] VQ(02005f60) first available call: 059301b328b6e002, reason=binding
06:38:34.435_M_I_059301b328b6e002 [13:03] call (virtual queue 020040d0, id=2, priority 0, time 1245245911.0) waits for VQ 02005f60 (name=“VQ_CHAT”) now
_C_W_0000000000000000 [0D:03] default value (0) will be used for option targets_order
06:38:34.435_M_I_059301b328b6e002 [17:0e] virtual queue “VQ_CHAT”(id=2), VQ 02005f60 (1 targets): SELECT ANY by statistic NONE(random )
M_I_059301b328b6e002 [17:0b] VQ 02005f60 target “Chat distribution for processing” (#1, 5-3 components): SELECT ANY by statistic StatAgentLoading(random)
M_I_059301b328b6e002 [17:0b] component #1 9991: not ready
M_I_059301b328b6e002 [17:0b] component #2 1118: logged out
06:38:34.435_M_I [10:0a] object Place_C_5002|GTS_DEV| is unblocked
06:38:34.435_M_I [10:0a] object 9992|GTS_DEV| is unblocked
06:38:34.435_M_I [10:0a] object chat|| is unblocked
_M_I_059301b328b6e002 [10:0c] tenant GTS_DEV Agent 9992: dn chat is ignored: other dn type(cfg)
_M_I_059301b328b6e002 [17:0b] component #3 9992: not ready
_M_I_059301b328b6e002 [17:0b] component #4 9993: logged out
_M_I_059301b328b6e002 [17:0b] component #5 9998: logged out
_M_I_059301b328b6e002 [17:0b] VQ 02005f60 target “Chat distribution for processing”: component was NOT SELECTED (3 1 1 33574016)
_M_I_059301b328b6e002 [17:0e] target Chat distribution for processing: not ready passed
_M_I_059301b328b6e002 [17:0e] virtual queue “VQ_CHAT”(id=2), VQ 02005f60: target for routing was NOT SELECTED (0 0 0 1)
_I_I_059301b328b6e002 [07:0a] HERE IS WAIT (-1 sec)
_I_I_059301b328b6e002 [07:0a] HERE IS WAIT (30 sec)

11

Also when one chat call is inititated from webapi ,the number of interactions keeps increasing infinitely in the vrp.

How to resolve this . Its urgent. Any pointers wud be helpfull.

Thanks in advance.

12

Please check that StatServer used by URS is connected to Interaction Server.

R.

13

Yes the stat server used by URS has connection to Interaction server …

14

Post the respecting logs please

15

for 7.x solution you do not need any chat DNs and UseMedia[‘chat’].
You do need UseAgentCapacity =true in URS.

in URS log you have:
media_state current_number max_number routable
--------------- --------------- --------------- ---------------
[ R 0 1 1 ] ← chat
it means agent is ready from URS point of view.
The question - do you have all your strategies in chat business process activated?
Have you configured properly routing strategy in this business process?
If you stop your solution, cleanup Ixnteraction server DB, start solution and submit 1 chat interaction, interaction server log will show you what happeneing with interaction.

1 Like
16

Try to set URS option “use_dn_type” to value “extension”

1 Like