Error code 56 ( Invalid connection ID )

Hi All,

We are having lot of calls which are default routing for a particular call type only. After checking the URS logs, I see a time out ( G3Cause 612 ) and the reason being error code 56 ( invalid connection id ).

Is this because of an mis-configuration on the trunk group ?? as the calls default routing are only for those calls where URS is selecting an agent at the othersite ( home site is cork and intersite is Austin in this case ). Here below is the log where we see the error.

Can you please suggest ?

received from 65200(EMEA_TSvr_P)hostname:32000(fd=11) message EventRouteUsed
AttributeCallState 22
AttributeThisQueue ‘54258’
AttributeNetworkCallID 1227785942
AttributeCallType 2
AttributeCallID 3388
AttributeConnID 007201a27a994639
AttributeCallUUID ‘005LDF0AI4CIT0BM251ES55AES004F63’
AttributeUserData [1696] 00 37 00 00..
‘R_WO_NUM’ ‘W87435330’
‘LBR_ORIG’ ‘106:294’
‘LBR_TS’ ‘785980474’
‘LBR_SNUM’ ‘169’
‘RRequestedSkills’(list)
‘CollectedDigits’ ‘87435330’
‘R_START_TIME’ ‘11:40:10’
‘R_QUEUE_TIME’ ‘11:40:10’
‘R_FIRST_DNIS’ ‘56503’
‘R_Orig_VDN’ ‘54258@EMEA_Avaya8710’
‘CustomerSegment’ ‘default’
‘ServiceType’ ‘ASCS_UK_English_Core’
‘ServiceObjective’ ‘30’
‘R_CROSS_GEO’ ‘N’
‘R_ACD_CALL’ ‘1’
‘R_EMERGENCY’ ‘N’
‘R_EXT_DIALED’ ‘’
‘R_LOB_BU’ ‘ASCS’
‘R_RONA’ ‘F’
‘R_SUB’ ‘N/A’
‘R_XFER_FLAG’ ‘N’
‘R_CALL_TYPE’ ‘ASCS_UK_English_Core’
‘LANGUAGE’ ‘English’
‘DNIS’ ‘56503’
‘ANI’ ‘44xxxxxxxxxxx’
‘R_VDN’ ‘54258’
‘R_VQ’ ‘ASCS_UK_English_Core_VQ’
‘R_ORIGIN’ ‘UK_Core’
‘R_LANGUAGE_OPTION’ ‘N’
‘R_FIRST_TARGET’ ‘(AOSS_English>3 & ASCS_Core>1 & AOSS_GEO_EMEA>0 & AOSS_EMEA_Service>0 & ASCS_Active>0)’
‘RTargetAgentGroup’ ‘?:(AOSS_English>3 & ASCS_Core>1 & AOSS_GEO_EMEA>0 & AOSS_EMEA_Service>0 & ASCS_Active>0)’
‘R_EXPANDED’ ‘0’
‘R_LAST_TARGET_AGENT’ ‘232484653’
‘R_Saved_RP’ ‘’
‘R_END_TIME’ ‘11:40:11’
‘R_LAST_TARGET’ ‘(AOSS_English>3 & ASCS_Core>1 & AOSS_GEO_EMEA>0 & AOSS_EMEA_Service>0 & ASCS_Active>0)’
‘RVQID’ ‘01V57EH8A8CITB4C251ES5LAES0002EP’
‘RTargetTypeSelected’ ‘2’
‘RTargetRuleSelected’ ‘’
‘RTargetObjectSelected’ ‘?:(AOSS_English>3 & ASCS_Core>1 & AOSS_GEO_EMEA>0 & AOSS_EMEA_Service>0 & ASCS_Active>0)’
‘RTargetObjSelDBID’ ‘’
‘RTargetAgentSelected’ ‘232484653’
‘RTargetPlaceSelected’ ‘37280’
‘RTenant’ ‘Resources’
‘RStrategyName’ ‘AOSS_Main’
‘RStrategyDBID’ ‘1097’
‘CBR-actual_volume’ ‘’
‘CBR-Interaction_cost’ ‘’
‘CBR-contract_DBIDs’ ‘’
‘CBR-IT-path_DBIDs’ ‘’
‘RRequestedSkillCombination’ ‘’
‘RTargetRequested’ ‘?:Avalon > 99’
‘PegTD’ 1
‘PegAG?:(AOSS_English>3 & ASCS_Core>1 & AOSS_GEO_EMEA>0 & AOSS_EMEA_Service>0 & ASCS_Active>0)’ 1
‘PegDOW’ 1
AttributeDNIS ‘56503’
AttributeANI ‘442082181000’
AttributeCustomerID ‘Resources’
AttributeNetworkDestDN ‘AMR_Avaya8710::37280’
AttributeThisDN ‘54258’
AttributeThisDNRole 2
AttributeOtherDN ‘442082181000’
AttributeOtherDNRole 1
AttributeThirdPartyDN ‘52031’
AttributeThirdPartyDNRole 2
AttributeExtensions [35] 00 02 01 00..
‘G3Cause’ 612
‘UCID’ bin: 00 03 0D 3C.. (len=8)
AttributeTimeinSecs 1227786011 (11:40:11)
AttributeTimeinuSecs 478131
AttributeEventSequenceNumber 0000000000080651
11:40:11.481_T_I_007201a27a994639 [14:0c] EventRouteUsed(strange) is received for tserver EMEA_IRL_ORK_TSvr_P[EMEA_Avaya8710] (this dn=54258)
_T_I_007201a27a994639 [14:0a] del DN (EMEA_IRL_ORK_TSvr_P[EMEA__Avaya8710] 54258) (ref.id=866)
_T_W_007201a27a994639 [14:0a] there is no DNs for call, activate delayed selfdestruction
received from 65200(EMEA_IRL_ORK_TSvr_P)hostname:32000(fd=11) message EventDiverted

11:40:11.481_T_I_007201a27a994639 [14:0c] EventDiverted is received for tserver EMEA_IRL_ORK_TSvr_P[EMEA__Avaya8710] (this dn=54258)
received from 65200(EMEA_TSvr_P)hostname:32000(fd=11) message EventError
(Invalid connection id)
AttributeErrorCode 56
AttributeReferenceID 866
AttributeThisDN ‘54258’
AttributeTimeinSecs 1227786011 (11:40:11)
AttributeTimeinuSecs 494788
AttributeCustomerID ‘Resources’
AttributeEventSequenceNumber 0000000000080654
11:40:11.495_T_E_ [14:0c] EventError is received for tserver EMEA_IRL_ORK_TSvr_P[EMEA_Avaya8710] - Invalid connection id
11:40:11.495_A_E_007201a27a994639 [14:32] <-----------ERROR
11:40:11.495_I_I_007201a27a994639 [09:05] >>>>>>>>>>>>resume interpretator(0)
_I_E_007201a27a994639 [09:05] error in strategy: 0013 Remote error
_I_I_007201a27a994639 [09:04] ASSIGN: routeError(LOCAL) ← STRING: 56 Invalid connection id
_I_I_007201a27a994639 [09:04] ASSIGN: routeError(LOCAL) ← STRING: 56
_I_I_007201a27a994639 [09:04] ASSIGN: AlarmString(LOCAL) ← STRING: ERROR-Q1: For RouteCall in C_Try_To_Route, Received Error Code: 56 ConnId:007201a27a994639
_I_I_007201a27a994639 [07:3f] get data from cfglist(AOSS_Global) item ErrorAction, key ErrorCodes result: 56:Alarm|610:Print
_I_I_007201a27a994639 [09:04] ASSIGN: ErrorActions(LOCAL) ← STRING: 56:Alarm|610:Print
_I_I_007201a27a994639 [09:04] ASSIGN: ActError(LOCAL) ← STRING: Alarm
11:40:11.495 Std 22010 Strategy Error: Strategy Error: C_Try_To_Route_Q1: ERROR-Q1: For RouteCall in C_Try_To_Route, Received Error Code: 56 ConnId:007201a27a994639

11:40:11.495 Int 22000 ERROR-Q1: For RouteCall in C_Try_To_Route, Received Error Code: 56 ConnId:007201a27a994639
_I_I_007201a27a994639 [09:04] ASSIGN: Status(LOCAL) ← STRING: error
_I_I_007201a27a994639 [09:04] ASSIGN: CurrentQTime(LOCAL) ← INTEGER: 767

Cheers
Karthik

I’ve seen such message before and it was caused by two step transfer to VDN, and Event Route Request was generated on consult call, and Request Route Call was sent to original call, because in the mean time EventPartyChanged appeared.
The way of resolving such problem was to postpone adjunct in vector (on avaya), to ensure that Event RouteRequest will be sent to Inbound call not to consult call.

Regards
jbobinsk

Another way to “wait” for the transfer to complete is to use the URS option route-consult-call = false

This way if an IVR is transferring a call to a route point (IVR on the same switch), URS will wait for PartyChange before executing the strategy.

And as with all URS options, this can be set on the route point itself

Hi,

it seems to me that this is a problem with your delay - you are transferring a call then is actually being completed while you are doing so, thus the error.

Add delay in your vector or make Genesys SuspendForEvent with EventPartyChanged

And… I would suggest removing ANI from your post as well as hostnames maybe?

Vic

Hi,

as the others said, you are receiving an EventError to your RequestRouteCall cause the call has already been routed out; the switch has taken control of the call cause of a timeout on the vector of the VDN the call was queuing on.

Fra

It looks like you’ve saved your DDI number as ANI. tut tut

;D

thanks Guys for your suggestion. I would definately ask the switch guys to postpone adjunct route for a few more secs in vector and I will keep you updated.

Thanks again
Karthik

Hi Tony Tillyer, Wyn, victor

Can anyone one of you please delete this post as i forgot to rename or remove the host names from the log attached.

Cheers
Karthik

Hostnames and DDI are now atomised ;D

Thanks buddy. I need a small clarification. the above scenario where URS has selected an agent from a different switch or site ( Austin in this case ) this call would be an ISCC call, isnt it ? is it compulsory that we use an ERP to route this call or can this be routed through RP also ?

Am asking too many questions, I know am relatively new to Genesys and am all alone in the site, finding it a bit tough to learn as well as support.

Cheers
Karthik