dn XXX blocked with call 1000001

Architect & Flows
1

Hello,

i’ve this problem with Genesys:

the agents are ready to receive a call but the system

sometimes, route the calls to the busy treatment for 3,4 seconds, then to the agents.

For this calls in the IRLog is written: “dn XXX blocked with call 1000001”. note : XXX is the directory number of the agent.

Have you any idea to resolve this problem?

Thanks,

    Max
2

Well, if I am not mistaken this happens after an agent just finished a call and is ready to receive another one, right?

If this is the case, then this is determined by the IR option which specifies the time after a call is routed to an agent before the next call can be routed to it. If I am not mistaken, it is usually 15 seconds.

The option you want to look into is transition ime. In a manual it says the following about this option:

Specifies the time, in seconds, that must elapse after an agent that had received an interaction from IR was

reported as ready before IR starts routing interactions to the agent again. A positive value is useful when it is possible

for an agent to pass through ready state in a transition between ending an interaction and making himself

unavailable by a manual command.

Well, hopefully, it will fix your problem. but if you really think about it it is not really a problem at all. Of course, if this is not the reason for a blocked DN, then let us know again.

Cheers,

Vic

3

Thanks Vic,

we tryed to make your suggestion but it doesn’t works.

We made a lot of testings and we think that the problem is always repeated in 2 cases:

1)After stopped and restarted the tserver applications( Tserver,IR,CC), the first call goes in busytreatment then to the agent.

2)After a lot of calls routed to the agent but always not answered by the agent, sometimes the call goes to the busy treatment then to the agent.

Note: if the agent always answare the calls, the problem does not exist.

We are asking this problem to a lot of people but at moment nobody

have the solution.

Thank you again, i hope that you’ll have the right idea next time!!

see you,

      MAX
4

You could look at the IR option Verification time. I have seen this cause simular symptoms.

From the PDF:

Specifies the time, in seconds, that must elapse after an agent that

had received an interaction from IR was reported as ready before IR

starts routing interactions to the agent again. A positive value is useful

when it is possible for an agent to pass through ready state in a

transition between ending an interaction and making himself unavailable

by a manual command.

5

Max,

what is the connId of the call that is blocking the DN?

Is it the last call that rang that DN up?

Place three calls in a queue.

Make the agent answer the call and hangup right away.

The second call should come 15 seconds later.