MCR for email handling help

Rene · June 14, 2007, 7:38pm

Loop - the interaction has to be stopped when an agent does reply otherwise it is returned to original queue and routed again. To achieve that configure the queue “Stop Processing (STOP)” for existing interaction on “Route Interaction” object in IRD. See the attached screenshots.

email-default-queue - name of the queue to which the emails will be submitted by ESJ
email-outbound-queue - name of the queue where GAD place an interaction when an agent creates a new outbound email and click “Send” or click “Send” for reply interaction without queue for new interaction defined in IRD.

Please don’t forget that it is necessary to stop processing of the interaction after it is send out. If you don’t stop it than it will be returned back to queue and send out again, again…

R.

cavagnaro · November 9, 2007, 5:00pm

Hi René, Mark

I would like some help please.

I’m at a customer site and trying to do what we did last time.
Honestly many points kept on limbo for me, but i believe I’m doing all as requested…

I’m posting confs, logs, and screenshots of eveything i believe will show the error.
My problem is that i see that the email server gets the emails, but doesn’t transfer to the agents. If an agent send an email i don’t see no SMTP connection to the mail server…why?

Hope you can help me.

Thanks

cavagnaro · November 9, 2007, 5:06pm

configurations

cavagnaro · November 9, 2007, 5:09pm

more logs

Can’t post URS logs…:S because of proxy…

catanirex · November 9, 2007, 7:03pm

Hi,

Have you checked that the strategy is enabled on the Inbound queue? Been there - done that
What does CCP display if you monitor current extended status on the logged in agent? Do you se that an email DN is present? I have sometimes seen that when statserver/interaction connection is broken, no email DN is created (email media is not opened), and therefore email cannot be received at the agent place. Restart of SS+ixnsrv helps.
URS logs would help… Can you see the email through SUpervisorDesktop? Is it still in the Interaction Queue or is it in routing state?

Good luck!

cavagnaro · November 9, 2007, 7:37pm

Ah interesting, i do not see any email object on the place as no DN is attached to it..thought that capacity_rules took charge of it.
What needs to be inside the place?

catanirex · November 9, 2007, 9:49pm

Hi,

StatServer opens/creates an email DN when an agent log in, if there is a capacity rule allowing email active.
You will NOT see this email DN in the Place in CME, only when monitoring current state in CCP.
Which version of Statserver are you using?

Are you opening the CCP view against the same statserver that URS uses? Thats is also helpful in troubleshooting. Sometimes SS for CCP cacn have correct info, but not the SS used for Routing…

catanirex · November 9, 2007, 9:58pm

It’s me again

You could also check in SS log to see agent status after login:

OK email login for agent:

2006-09-28 10:31:29> Init: Media Channel ‘email’ is opened on Place ‘Place_23’(‘Resources’)
2006-09-28 10:31:29> Init: Capacity rule ‘Default_One_interaction_of_any_type_only’ automatically assigned to agent ‘dri01’
2006-09-28 10:31:29> Status: Capacity snapshot for place ‘Place_23’(‘Resources’), agent ‘dri01’(‘Resources’) (CR=‘Default_One_interaction_of_any_type_only’)
media_state current_number max_number routable
--------------- --------------- --------------- ---------------
[ NR 0 1 0 ] ← email
[ NR 0 1 0 ] ← voice

Failing email login for agent:

2006-10-02 09:29:27> Status: Capacity snapshot for place ‘Place_23’(‘Resources’), agent ‘dri19’(‘Resources’) (CR=‘Default_One_interaction_of_any_type_only’)
media_state current_number max_number routable
--------------- --------------- --------------- ---------------
[ NR 0 1 0 ] ← voice

The root cause for our problem was 7.2 SS. This issue was fixed in Stat Server 7.5.000.16

We had problems on a customer site…

cavagnaro · November 9, 2007, 10:12pm

Ok, funny part, agent appears always as logged out and can’t see nothing on StatServer
Here are my connections as well

7.2.001.02 version

catanirex · November 9, 2007, 10:26pm

Hm,

In Interaction Server logs I can see:Std 04502 Cannot connect to Datastream consumer (Stat Server) ‘StatServer’ at host ‘servl011’, port 3030, reason ‘[connect failed]’

This means that InteractionServer tries to get statistics through Java extensions also from StatServer. I would remove the connection to StatServer from InteractionServer. I think that you only need these stats from StatServer Reporting.

Anoter thing - Why do URS have a connection to EmailServer?

cavagnaro · November 9, 2007, 10:45pm

I really don’t know why, all was done by the Wizard…
Will remove as you say and try

Thanks a lot by the way

cavagnaro · November 9, 2007, 10:53pm

hi, me again.

removed the StatServer from MCR and EmailServer from URS but still agent appears as logged off.
Another thing I have noted, everytime I open CCPulse with Multimedia Switch i got “Switch is not found on Tenant Resources”…do you thing it has something to do?

catanirex · November 12, 2007, 7:49am

Hi,

Don’t know about “Switch is not found on Tenant Resources”.

But I still would like to see an URS log

Also - have you restarted the statserver?

Rene · November 12, 2007, 3:50pm

Hi Cavagnaro,

I’ve checked your logs but not able to say what is wrong. Please check following:

Licensing / I found licensing issue in your log file

> 10:34:52.953 Std 23038 Can’t login agent ‘GenesysDesktop’ at place ‘supervisor’: failed to check out license while processing request ‘RequestAddMedia’ from client 15:3528, reference id: 40

Connections between the applications
InteractionServer —> UCS, StatServer
URS —> InteractionServer

René

cavagnaro · November 12, 2007, 4:17pm

thanks René, tomorrow will return to customer and see all this stuff.

Thanks a lot both for all the help

cavagnaro · November 13, 2007, 5:20pm

hi guys,
Licensing is ok, the error was because i checked chat and that caused it.

Now trying to understand the MCR logs,for what i see here the queue named Inbound has 6 emails on status queue-current waiting processing, right?

If so, how to process them? Do i have to do something on knowledge manager?


	   '1' [TKVlist] = (size=4):
	      'name' [str] = "Inbound"
	      'tenant' [str] = "Resources"
	      'type' [int] = 14
	      'counter' [int] = 8
	      '0' [TKVlist] = (size=4):
	         'type' [int] = 2
	         'name' [str] = "queue-current in processing"
	         'event' [TKVlist] = (size=33):
	            'values' [TKVlist] = (size=18):
	               'email' [int] = 0
	      '1' [TKVlist] = (size=4):
	         'type' [int] = 2
	         'name' [str] = "queue-current waiting processing"
	         'event' [TKVlist] = (size=33):
	            'values' [TKVlist] = (size=18):
	               'email' [int] = 6

One more question, maybe not related but as I don’t know where else to look, when I go to Knowledge Base Manager and try to create a screening rule I don’t see the email addresses I configured on MCR_EmailServer. Where to configure those?

Rene · November 13, 2007, 6:47pm

Hi cavagnaro,

You don’t need screening rules as long as you need to segment incoming emails by email addresses, keywords etc. Knowledge Manager doesn’t show email addresses configured in Email Server Java so you have to entered the addresses manually.

I looked at your logs again and I didn’t find any EventRouteRequested generated by InteractionServer. I would say that InteractionServer doesn’t talk to URS and that’s the reason why routing doesn’t work.

Do you see Multimedia switch and the strategies loaded on automatically created Virtual Routing Points in IRD/Monitoring/Loading?

René

cavagnaro · November 13, 2007, 7:43pm

Hi René,
Thanks for the reply. I can see that URS has on its connections MCR_InteractionServer, I stoped MCR and started again.
I can see Multimedia Switch and virtual queues.
Now on URS logs after the restart i can see a couple of errors but no minimal trace of it wanting to route emails…


received from 65242(--)servl011:7319(fd=548) message EventError
	(ERROR CODE UNKNOWN)
	AttributeReferenceID	5794
	AttributeErrorCode	0
	AttributeErrorMessage	'Unsupported request: RequestQueryServer'
12:33:07.796_T_E_ [14:0c] EventError is received for tserver MCR_InteractionServer - Unsupported request: RequestQueryServer
received from 65242(--)servl011:7319(fd=548) message EventRegistered
	AttributeCustomerID	''
	AttributeThisDN	'exr'
	AttributeReferenceID	5795

Now i don’t know what DN ‘exr’ is…
I finally got how to attach URS logs so here they are

Hope this can help more
Also a MCR_InteractionServer startup log

Thanks a lot for your time again

Rene · November 13, 2007, 8:17pm

Hi cavagnaro,

Please check that correct and existing switch object is assigned to InteractionServer. There is an error message in IxnServer log that could mean an issue - 12:32:58.390 Trc 20042 Warning: failed to load switch information (dbid: ‘102’) specified in server’s switch list.

René

cavagnaro · November 13, 2007, 8:43pm

It’s same thing I see on CCPulse.
I recreated SwitchOffice and Switch and same thing.
I only open Switch on CCPulse no problem, if I add a Virtual Routing Point then the error raises.
Will research a little on that