CTI Link Disconnected + Hotswap changes

Voice & Telephony
1

Hi all

We were experimenting two incidents in different days, symptoms:

  • Agents were stop receiving calls, and the queue calls increment a lot
  • At CCpulse the agents disappear like they were non acquired

The express solution:

All agents LoggedOut and then LoggedIn, after this, all agents starts to receive calls.

Actually we are receiving at SCI:

  • Active Alarm “Connection Failure”
  • Connection to LCAServer …lost
  • Application has unknown status

Part of Logs showing the CTI Diconnection:

(tcp_except_handler) disconnected on socket [392]
@17:59:15.6810 [tsgctm] Link [1,s4] Changing state to 0
@17:59:15.6810 [tsgctm] Link [1,s0] Rx DOWN_PACKET
@17:59:15.6810 [tsgctm] Link [1,s0] stop
@17:59:15.6810 [tsgctm] LinkReg [1, act=1] clearAll
@17:59:15.6810 [tsgctm] Link [1,s0] Changing state to 0
(link_stop) link [1] ‘link-tcp’ stop
(tcp_stop) closed on [392]
@17:59:15.6810 [tsgctm] PRIMARY link 1 cleared
@17:59:15.6810 [gctmi] TMsg [EventLinkDisconnected()] distributing to model
@17:59:15.6810 [gctmi] Switch [sCON] distributing EventLinkDisconnected

We started a ticket with Genesys Tech Support, they say: This is a Network/Switch issue

And thats ok, the networking people, is looking for Malformed Packets or similars.

But by our side we have been found not LCA Logs configured, ADDP weren’t configure and no MessageServer connections not configured, so the question here is, we can apply this changes in a hotswap mode, I mean, we don’t need to restart any application, right?, please let me know your comments or experience with similar issues.

Thanks a lot

Regards!!!

2

Hi!

I believe you’ll have to restart LCA if you want to configure LCA Logging as this is configure in a .cfg file which is read upon LCA start.

ADDP configuration and application connections changes are catched on the fly, so there’s no need for restart.

Regards.
Franklin.

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3

Correct :slight_smile:

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4

You experienced two issues at the same time, which may be explained with what Genesys said: I’m not thinking of any malformed packets usually :stuck_out_tongue: , however:

  1. CTI link disconnected: between TServer and switch
  2. Connection to LCAServer lost: two or more applications not connected

Hence, potential network blip or whatever similar.
Not having ADDP configured worsened your scenario: setting it up may help tackling issue #2, however, it would not for issue #1, as you can’t configure ADDP between TServer and switch.

May worth investigating why different kind of apps disconnected simultaneously.

Fra

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