Here is a good one - Challenging

Voice & Telephony
1

This is one Tier 3 Genesys Support have answered with “TServer Error” so far they have not replied with resolution.

My Question:
Does anyone know what older version of TServer we can use with Genesys Framework 7.6?

Our Problem:
Genesys Strategy Attaches Data to call but Call Concentrator does not add record the call to GCDR, SCDR, EVREF nor EVDATA.

Here is our layout:
Siemens HiCom 300 switch
Analog XMU
Genesys Framework 7.6
Genesys TServer 7.6

Call Routing Steps:

  1. Toll Free Number delivers call to Analog XMU (not monitored by Genesys)
  2. XMU Xfers to Non-DID (monitored by Genesys)
  3. Strategy attaches data and Routes to DID (monitored by Genesys)
  4. Switch does Time Of Day then notifies Genesys of call
  5. Genesys uses another Strategy to move call to Non-DID (monitored by Genesys) for Skill Base Routing
  6. Strategy targets Agent by Skill and attaches more data then routes to Agent
2

Have you tried any previous versions of T-server yet? Probably any t-server version should be fine (when I say “fine”, I mean worth a shot; may not fix the problem), but it’s probably best to stick with something 7.5 or higher as the Common Part was actually completely re-written for 7.5. (though… maybe that’s a good enough reason to try 7.2 or lower as the problem may have been introduced then!).
T-Server/Config Server/DB Server are core components and as such “should” interoperate with any other version.
I’m not familiar with this particular PBX, so sorry if I can’t be of any more assistance. Was it working previously?

3

Currently we have installed Framework 7.6 and running with a T-server 7.5 in a windows and AIX platform. And still didn’t experience any problem yet. So i believe you could try a shot in 7.5 Tserver too.

4

Main core of Tserver messaging is about the same and shouldn’t cause of call con report not able to write a record.
You probably need to post CallCon logs.

2 Likes
5

OK check you have the TServer connected to the CCon application in connections tabs (yeah I know, basic stuff, but it has tripped me up so many times its worth triple checking) and that it is monitoring the DNs in question (check the TServer logs to see if the events are being sent to the CCon)

If they ARE being sent, then you have a CCon issue. Look in the CCon logs to see the corresponding events turn up. After that if you can see those, check your DBserver logs to see if CCon is doing dumb stuff.

OR

Use Icon :slight_smile: CCon is being phased out, and it is VERY possible that 7.6 is not compatible with CCon anymore.

Check out the genesys version compatibility document (search on their tech doco section of their website) It is guaranteed to do your brain in, but it will let you know what versions of what are compatible with what.

On the whole, 7.6 config is compatible with 7.x tservers HOWEVER goign BACKWARDS in TServers is not really a good idea :frowning:

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