distribute: DTA not found when trying to QUEUE the call

Hi All
I am trying to send my calls to a RoutePoint ('66503_My Switch) which I have defined on the CME. I loaded a strategy to this switch('66503_My Switch) and look for a attached data and then route the call. But it is not loading that strategy. I see the following error DTA not found in the Tserver logs.

I am not quite sure what I might be missing. Please help !!

5:40:40.673 Int 04543 Interaction message “RequestDistributeEvent” received from 428 (“I-Server_750”)
@15:40:40.6730 [0] 7.5.006.75 send_to_client: message EventACK
AttributeEventSequenceNumber 0000000000000235
AttributeTimeinuSecs 673000
AttributeTimeinSecs 1211920840 (15:40:40)
AttributeThisDN ‘66503_My Switch’
AttributeUserEvent RequestDistributeEvent
15:40:40.673 Trc 04542 EventACK sent to [428] (00000006 I-Server_750 XXX.XXX.XXX.YY:4140)
@15:40:40.6730 [0] 7.5.006.75 distribute_user_event: message EventRouteUsed
AttributeEventSequenceNumber 0000000000000236
AttributeTimeinuSecs 673000
AttributeTimeinSecs 1211920840 (15:40:40)
AttributeConnID 007301935c27e00b
AttributeUserEvent EventRouteUsed
AttributeUserData [88] 00 04 00 00..
‘callerType’ ‘M’
‘functionType’ ‘Add’
‘memProductType’ ‘NEWPPO’
‘memberBPN’ ‘88888888888’
AttributeThisQueue ‘66503_My Switch’
AttributeThisDN ‘66503_My Switch’
AttributeDNIS ‘61702’
AttributeCallUUID ‘NOFJIKUEHP4EHEIPJ1KK5OLMGG000017’
AttributeCallType 2
AttributeCallID 210836810
distribute: DTA not found
-AP[669]->-192 @15:40:44.5170
-Ap[669]-<-192 @15:40:44.5170
15:40:44.908 Trc 04541 RequestReleaseCall received from [428] (00000006 I-Server_750 XXX.XXX.XXX.YY:4140)
message RequestReleaseCall
AttributeReferenceID 136
AttributeThisDN ‘61702’
AttributeConnID 007301935c27e00b
15:40:44.908 Int 04543 Interaction message “RequestReleaseCall” received from 428 (“I-Server_750”)
(vld_req)+

My first guess would be is that you either deleted that DN or it did not properly register with URS or you are not routing it anywhere because I cannot see AttributeOtherDN in your EventRouteUSed. Does it happen with every RP or just with this one? Also, can you please include RouteRequest as well?

Victor
Thanks for your help. Here is more info. Appreciate you helping. This is not loading strategy.

PopGateWay Logs
essage(Queue Error Event ), element(QUEUE_CALL), current url (RAISE_EXCEPTION)
[2008/05/29 20:34:56.447] 1754 VxmlUtil.cpp:3903 C=12:L=1:U=321:D=E_12_121 VXML Error: event(error.com.telera.queue), message(Queue Error Event ), element(QUEUE_CALL), current url (RAISE_EXCEPTION)

Tserver Logs

15:34:52.682 Trc 04542 EventACK sent to [412] (00000005 I-Server_750 192.168.218.12:1461)
@15:34:52.6820 [0] 7.5.006.75 distribute_user_event: message EventRouteRequest
AttributeEventSequenceNumber 000000000000012c
AttributeTimeinuSecs 682000
AttributeTimeinSecs 1212093292 (15:34:52)
AttributeConnID 007301938b128002
AttributeUserEvent EventRouteRequest
AttributeUserData [96] 00 04 00 00..
‘callerType’ ‘M’
‘functionType’ ‘Add’
‘memProductType’ ‘NDNDNDNDNDND’
‘memberBPN’ ‘5555555555555’
AttributeThisQueue ‘66506_MY Switch’
AttributeThisDN ‘66506_MY Switch’
AttributeOtherDNRole 1
AttributeOtherDN ‘61702’
AttributeDNIS ‘61702’
AttributeCallUUID ‘DQJN7FDEA50J7082SNR9KQPKH0000005’
AttributeCallType 2
AttributeCallID 210976276
distribute: DTA not found
15:34:56.698 Trc 04541 RequestDistributeEvent received from [412] (00000005 I-Server_750 192.168.218.12:1461)
message RequestDistributeEvent
AttributeCallID 210976276
AttributeCallType 2
AttributeCallUUID ‘DQJN7FDEA50J7082SNR9KQPKH0000005’
AttributeDNIS ‘61702’
AttributeThisDN ‘66506_MY Switch’
AttributeThisQueue ‘66506_MY Switch’
AttributeUserData [96] 00 04 00 00..
‘callerType’ ‘M’
‘functionType’ ‘Add’
‘memProductType’ ‘NDNDNDNDNDND’
‘memberBPN’ ‘5555555555555’
AttributeUserEvent EventRouteUsed
AttributeConnID 007301938b128002
15:34:56.698 Int 04543 Interaction message “RequestDistributeEvent” received from 412 (“I-Server_750”)
@15:34:56.6980 [0] 7.5.006.75 send_to_client: message EventACK
AttributeEventSequenceNumber 000000000000012d
AttributeTimeinuSecs 698000
AttributeTimeinSecs 1212093296 (15:34:56)
AttributeThisDN ‘66506_MY Switch’
AttributeUserEvent RequestDistributeEvent
15:34:56.698 Trc 04542 EventACK sent to [412] (00000005 I-Server_750 192.168.218.12:1461)
@15:34:56.6980 [0] 7.5.006.75 distribute_user_event: message EventRouteUsed
AttributeEventSequenceNumber 000000000000012e
AttributeTimeinuSecs 698000
AttributeTimeinSecs 1212093296 (15:34:56)
AttributeConnID 007301938b128002
AttributeUserEvent EventRouteUsed
AttributeUserData [96] 00 04 00 00..
‘callerType’ ‘M’
‘functionType’ ‘Add’
‘memProductType’ ‘NDNDNDNDNDND’
‘memberBPN’ ‘5555555555555’
AttributeThisQueue ‘66506_MY Switch’
AttributeThisDN ‘66506_MY Switch’
AttributeDNIS ‘61702’
AttributeCallUUID ‘DQJN7FDEA50J7082SNR9KQPKH0000005’
AttributeCallType 2
AttributeCallID 210976276
distribute: DTA not found
15:35:00.916 Trc 04541 RequestReleaseCall received from [412] (00000005 I-Server_750 192.168.218.12:1461)
message RequestReleaseCall
AttributeReferenceID 169
AttributeThisDN ‘61702’
AttributeConnID 007301938b128002
15:35:00.916 Int 04543 Interaction message “RequestReleaseCall” received from 412 (“I-Server_750”)
(vld_req)+

@15:35:00.9160 host [1]: (len 19) ‘RL40PS5.0.J.F’

1 00 11 03 00 03 02 20 2e 04 11 02 64 02 01 00 01 61 7a 20
ARC:ON_HOOK
OriginatorID:LineID;UG=1;DIRN=61702
PortID:2.3.4.2
request_id:3, arc_id:32
rq state:unknown->started
@15:35:00.9160 created: [61702] ref/rq=[169/3], req=‘RequestReleaseCall’, status=‘active’, op_state=‘started’, arc=32

@15:35:00.9160 link [1]: (len 9) ‘RL40PS5.0.J.F’
<< 1 00 07 03 4d 77 03 01 00 03
MRM: Message Accepted, id 0x03 , [1]
rq state:started->pending
@15:35:00.9160 postponed: [61702] ref/rq=[169/3], req=‘RequestReleaseCall’, status=‘active’, op_state=‘pending’, arc=32

@15:35:00.9480 link [1]: (len 18) ‘RL40PS5.0.J.F’
<< 1 00 10 03 00 00 02 0d 01 00 01 61 7a 20 19 0c 93 3e 14
CIM: ON_HOOK
OAIMemberID:LineID;UG=1;DIRN=61702
CallID:CPCallID=0c933e14

@15:35:00.9480 pending: [61702] ref/rq=[169/3], req=‘RequestReleaseCall’, status=‘active’, op_state=‘pending’, arc=32
rq state:pending->finished
@15:35:00.9480 [0] 7.5.006.75 distribute_response: message EventReleased
AttributeEventSequenceNumber 000000000000012f
AttributeTimeinuSecs 948000
AttributeTimeinSecs 1212093300 (15:35:00)
AttributeReferenceID 169
AttributeDNIS ‘61702’
AttributeUserData [96] 00 04 00 00..
‘callerType’ ‘M’
‘functionType’ ‘Add’
‘memProductType’ ‘NDNDNDNDNDND’
‘memberBPN’ ‘5555555555555’
AttributeCallUUID ‘DQJN7FDEA50J7082SNR9KQPKH0000005’
AttributeConnID 007301938b128002
AttributeCallID 210976276
AttributeCallType 1
AttributeThisQueue ‘66501’
AttributeThisDNRole 2
AttributeThisDN ‘61702’
AttributeOtherDNRole 1
AttributeOtherDN ‘71658’
@15:35:00.9480 [ISCC] Debug: Translate: ‘’ → ‘’; result 1 ()
15:35:00.948 Int 04544 Interaction message “EventReleased” generated
15:35:00.948 Trc 04542 EventReleased sent to [412] (00000005 I-Server_750 192.168.218.12:1461)
15:35:00.948 Trc 04542 EventReleased sent to [400] (00000004 ursMyPlace 192.168.218.12:1460)
15:35:00.948 Trc 04542 EventReleased sent to [368] (00000002 ursstatserver 192.168.218.12:1458)
15:35:00.948 Trc 04542 EventReleased sent to [388] (00000003 statserver 192.168.218.12:1457)
(ups) 0c933e14:[61702] s:r 000c => 0000
@15:35:00.9480 [ISCC] Debug: Party removed [ssp view]:
@ c:007301938b128002,013d9690 @ m:0000000000000000,00000000,0000000000000000 p:2 i:0c933e14 nw:00000000:0000000000000000 t:1
p:01382a30 @ c:007301938b128002,013d9690 r:1 t:0 s:c n:71658
- p:01382af0 @ c:007301938b128002,013d9690 r:2 t:0 s:0 n:61702
@15:35:00.9480 [ISCC] Debug: Party removed:
@ c:007301938b128002,013d9690 @ m:0000000000000000,00000000 p:2 i:0c933e14 nw:0000000000000000 t:1
p:0000000000000000,01382a30 @ c:007301938b128002,013d9690 r:1 ------ n:71658:
- p:0000000000000000,01382af0 @ c:007301938b128002,013d9690 r:2 ------ n:61702:
@15:35:00.9480 [ISCC] Debug: Party object is removed: p:0000000000000000,00000000 n:61702:
|sinker| deleted:0x1382af0:/DQJN7FDEA50J7082SNR9KQPKH0000007/link: >-< last 0x1382a30:/DQJN7FDEA50J7082SNR9KQPKH0000006/link:DQJN7FDEA50J7082SNR9KQPKH0000007connid=…8b128002, cid=0c933e14 type=INTERNAL(0), state=RELEASED, role=Destination, digits=61702 ustate=(0x0)Null rrn:0x 0,subst:0,“R”
img_tout 0, is_real 1
(dta_parties) [61702] :empty
@15:35:00.9480 [0] 7.5.006.75 distribute_event: message EventOnHook
AttributeEventSequenceNumber 0000000000000130
AttributeTimeinuSecs 948000
AttributeTimeinSecs 1212093300 (15:35:00)
AttributeThisDN ‘61702’
@15:35:00.9480 [ISCC] Debug: Translate: ‘’ → ‘’; result 1 ()
15:35:00.948 Int 04544 Interaction message “EventOnHook” generated
15:35:00.948 Trc 04542 EventOnHook sent to [412] (00000005 I-Server_750 192.168.218.12:1461)
15:35:00.948 Trc 04542 EventOnHook sent to [400] (00000004 ursMyPlace 192.168.218.12:1460)
15:35:00.948 Trc 04542 EventOnHook sent to [368] (00000002 ursstatserver 192.168.218.12:1458)
15:35:00.963 Trc 04542 EventOnHook sent to [388] (00000003 statserver 192.168.218.12:1457)
@15:35:00.9630 delete: [61702] ref/rq=[169/3], req=‘RequestReleaseCall’, status=‘active’, op_state=‘finished’, arc=32
-AP[17]->-188 @15:35:22.1200
-Ap[17]-<-188 @15:35:22.1200
-AP[18]->-188 @15:35:52.1210
-Ap[18]-<-188 @15:35:52.1210
-AP[19]->-188 @15:36:22.1220
-Ap[19]-<-188 @15:36:22.1220
-AP[20]->-188 @15:36:52.1230
-Ap[20]-<-188 @15:36:52.1230

Ok, I am sure you are going to killl me for even suggesting this, but my first instinct would be to check ‘61702’.
First of all, can you dial to that DN from your phone? Second, is that DN a ERP? RP? or phone?

Is it configured properly? Have you checked RSI if it is ERP?

Hi Victor
First off thanks for your time in looking into it.

I am using my phone 71658 to dial 61702 which is my DNIS which invokes my IVR app directly.

BTW what is RSI ? Where should I find it ?

I have been struggling on this for the past 3 days ):- I really need help.

To summarize all I am trying is Invoking my IVR app by dialing 61702 which is answering and at the end in my app, I am QUEUEing the call to a route point called ‘66506_MY Switch’ on which I am loading a strategey. But it is not loading that one at all and hence it is not transferring the call. BREAKING my head really.

I appreciate if you can provide some assistance to resolve this puzzle.

Hi - got your note asking me to look at this…

A recap, first - please confirm the following:

You are making a call from a handset (71658), to a DN (61702). The DN invokes an IVR app, which (eventually) forwards the call to an RP (66505). The RP has a Genesys Strategy loaded, which does not appear to be functioning. Correct so far…?

Vic has asked if you can check if you can dial the DN (61702) directly. Apparently, you can.

A list of things I would check next:

1. Can you dial the RP (66505) directly and, if you can, does it invoke the Strategy?
2. Next, check to ensure that your IVR app is actually forwarding the call to the RP (66505) - can you do that within the IVR app itself or do you have to dial into it? Try the IVR app on another DN and see if it works from there.
3. Next, I would check that your Strategy is functional - load it somewhere else (another RP) and dial the new RP, directly - does it work there?
4. The Strategy needs to have a Queue or a VQ applied to the Target, to ensure it can… well… be recorded as Queuing. Without knowing what your Strategy is meant to do, I cannot comment but I can say that you will need to apply a Queue to the Target. Does it do that?
5. Check all of the DN’s, on your IVR, ACD (if applicable) and Switch, to see how they are configured;
   a. 67102 should be configured as a DN and have no pre- or post-processing applied by the Switch - just the IVR app.
   b. 66505 should be configured as a DN on your Switch and as an “RP” in Genesys. The DN should not have any pre- or post-processing applied to it, by the Switch or the IVR - it must remain “unaltered” for Genesys to be able to use it to process the Strategy. Check your ACD and/or Switch Application to ensure that no vectors/routing/forwarding is being applied at that level - and the same on the IVR Application.
6. I didn’t trawl your TServer logs but you need to make sure all of the DN’s (71658, 61702 and 66505) are registered through the TServer. Think “licensing” - TDN’s and SDN’s need to show as “checked out” in FlexLM, for them to work.

• One of the above should sort out your problem. If it doesn’t, you will need to break open the IVR app and the Strategy and have a long, hard look at the functions within them, to ensure you are getting the results you expect.

One last thing - if none of the above solves your issue - you could always raise a ticket with Genesys…

Tony

Thanks a lot Tony. I will take a look into your invaluable suggestions and try out. Appreciate your help !

Sorry, may be I’m wrong (I experienced no such issues) but couldn’t it be just confusion with number of RP and its alias. Is RP number (DN router is registered on) 66503 or 66503_My Switch? The thought was that IRD in loading view shows aliases of RPs (by default _, just like 66503_My Switch). and the same time router registers on raw RP number 66503 and as result get no messages since thsidn attributes in events is 66503_My Switch.