ghost calls in queue

Voice & Telephony
1

Hi,

for all of us who are using Genesys over multiple sites how many of you are getting calls stuck in VQ?

Everytime we have a network hiccup, we end up with tens, sometimes hundreds of calls stuck in VQ (at least that’s what StatServer tells me) even though in real life they were defaulted.

I am using TestPhone to delete each of those calls from StatServer memory, but it is a major pain in a rear end.

I know that there are several ways of dealing with it, one of which buying an expensive Reporting GIS and developing a tool to look for stale calls in VQ (since StatServer’s remove_stuck_calls does not apply to calls in VQ)

I was thinking about developing a simple tool, which would be scanning StatServer logs and look for something like this:

    CallWait (ConnID 52355751809449) since [11/12/05 21:02:19]

and then issuing a EventAbandoned to TServer for the relevant queue for calls whose timestamps were for example 2 hours long.

Has anyone developed anything like this?

If not, would somebody be interested in something like this? Or is there a better, simpler, and smarter way?

Thanks,

Vic

2

Vic genesys have an app that scans the log files for exactly that (called stuckss)…the only thing that it doesnt do is clear the call…

need someone to develop app to do so..

STATSERVER STUCK CALLS

NAME

stuckss

SYNOPSIS

stuckss [d duration] [input filename [output filename]]

DESCRIPTION

This tool examines a StatServer log to look for calls against DNs that have a duration greater than the specified value. If no value is supplied, then 60 minutes is the default. DNs that also remain in an OffHook state for the duration are also supplied. For each stuck call that is identified, both the decimal and hexadecimal ConnectionID is printed.

3

Wow!!! This is great! Now we need to get it…

The scanning tool is pretty simple really: all you need is scan for CallWait and look at the time stamps. But if they already have it: great!

Here is what I am thinking:

  1. scan for CallWait to get: VQ, ConnID and timestamp

  2. issue EventAbandoned for VQ with ConnID in question

Should be pretty simple.

Any volunteers for creating a program?

4

Vic,

try also to look at “Framework 7.1 Management Layers User’s guide” chapter 6 “Stuck Calls Management”. Taken from it:

"Stuck calls can be handled by any of three methods:

  1. Using the TServer switchspecific functionality (page 78)

  2. Using the SNMP interface in the Management Layer (page 80)

  3. Using stuck calls scripts in the Management Layer (page 81)"