MCR for email handling help

Architect & Flows
61

Could you export your strategies and post them here? Or URS/InteractionServer log at least…

62

OK will do, tonight will go to the customer site and do that :smiley: As always thanks a lot René for your help ;D

63

lol 400 emails in a couple of seconds, I doubt I can get this as is on production :stuck_out_tongue:

As requested, here are the attachments :slight_smile: Thanks

64

Hi Cavagnaro,

I found a cause of your issue - see the excerpt from URS log below.

received from 65201(–)servl011:7319(fd=568) message EventPrivateInfo
AttributeReferenceID 29
AttributePrivateMsgID 5
AttributeConnID 094e018585b6a156
AttributeCustomerID ‘Resources’
AttributeExtensions [233] 00 01 03 00..
‘Envelope3rdServer’(list) ‘Version’ ‘1.0’
‘AppName’ ‘MCR_EMailServerJava’
‘Service’ ‘Email’
‘Method’ ‘ACK’
‘Parameters’(list) ‘FaultCode’ ‘3’
‘FaultString’ ‘Application with specified name ‘MCR_EMailServerJava’ found, but is not active’
21:34:15.750_T_I_094e018585b6a156 [14:32] EventPrivateInfo is received for tserver MCR_InteractionServer (this dn=)

Next steps:

  • Please check that the application “MCR_EMailServerJava” is connected to InteractionServer and vice versa.
  • Configure name of autobot-agent (see. Multimedia 7.5 Reference Manual - ESJ option “autobot-agent-login-name”)

Unfortunately ESJ log doesn’t cover the same time period as log of URS so not able to say more now…

R.

65

This autobot, should be an agent id? I have not changed it…nor the relations between components…don’t understand..

66

Autobot is an agent configured in CME that is assigned as the owner of interactions generated by Email Server Java - acknowledgements, autoresponses. I saw in ESJ log that it (ESJ) complains about missing autobot configuration…

DEBUG 15:18:44,062 [SvcSrvW-0 ] <26 0001Fa3NWF3400RU> esj.svc - No _OwnerEmployeeId UserData provided…looking for autobot configured in ESJ for owner of new Email
WARN 15:18:44,062 [SvcSrvW-0 ] <26 0001Fa3NWF3400RU> esj.svc - Person with login name ‘’ not found in configuration.

R.

67

Ok René :smiley: Will configure it, this agent can be anything right?

68

Yes, it’s just an agent.

Any progress?

69

Today will go to the customer and try it again, as soon as I have something I’ll let you know.
Thank really very much for your concern :smiley: I hope some day return the favor

70

Hi guys, bringing back a dead friend…
I have upgraded to 7.6 and now I can’t receive emails…all seems to arrive up to the agent but now it reports the agent as unusable…

02:38:46.005_M_I_ [10:1d] PULSE (calls: 15(15)=14+1-0, targets=1, time=1224488326, mem=0,4456,353,85,156,0) _M_I_0000000000000000 [10:20] try to route to agent "6061" (place "email1", 1 ready DNs reported) _M_I_ [10:20] VQ 0163c160 is ignored: other dn type(cfg) 02:38:48.005_M_I_ [10:1d] PULSE (calls: 15(15)=15+0-0, targets=1, time=1224488328, mem=0,4456,353,85,156,0) _M_I_0000000000000000 [10:20] try to route to agent "6061" (place "email1", 1 ready DNs reported) _M_I_ [10:20] VQ 0163c160 is ignored: other dn type(cfg) 02:38:50.005_M_I_ [10:1d] PULSE (calls: 15(15)=15+0-0, targets=1, time=1224488330, mem=0,4456,353,85,156,0)

URS: use_agent_capacity = true
Agent: script with email=1
Logged in place with voice DN then agent status is reported as not ready, even when both DN’s (email and voice) are ready (???)
Logged in place with no DN, email DN is created by StatServer and on CCPulse I see him ready but the above logs appears…

What can be wrong?

Thanks

1 Like
71

Maybe stupid questions, but does URS have a working connection to InteractionServer 7.6 and to a StatServer that is connected to Interaction Server?

Enough router_seats in the licens file?

Since 7.5 was working, I cannot see why it would fail with 7.6.

I have upgraded from 7.5-7.6 without problems. But then I used the same application templates. Didi you import new ones? Check the connections if thats the case.

72

Hi Cavagnaro,

It’s necessary to use the IRD function “UseDNType[CFGEmail]” or “UseMediaType[email]” in the strategy. It should work correctly then.

I’ve already seen this issue and it appears only in blended environment - one agent has both voice and email capabilities. It seems to me that information about media is missing in the events so URS is unable to find correct DN type.

Hope it helps you
René

73

Yay! Great! It worked now :smiley:
Wonder why it worked before then? Anyways, thanks a lot.

74

Guys one more, acknowledgements are not working:

19:53:55.409 Trc 25096 [SvcSrvW-15] <212> Request (queued for 0 ms): Id=212|Type=Request|Service=Email|Method=ACK.
19:53:55.409 Trc 25019 [SvcSrvW-15] <212 00023a4FTBVA01P8 genesys.ebdperu.local:1832> Service 'Email' method 'ACK' started.
19:53:55.409 Trc 23191 [SvcSrvW-15] <212 00023a4FTBVA01P8 genesys.ebdperu.local:1832> Request: Type=Request|Service=Email|Method=ACK|Parameters=[OrigEmailCcInCc="false"|ReplyMode="2"|InclOriginMsg="false"|OrigEmailFromInTo="true"|OrigEmailToPopInFrom="true"|CustomizedSubject=""|DoNotThread="false"|Queue="Outbound"|UseSRLSubject="false"|SrlId="00023a4FTBVA0126"|OrigEmailToAllInTo="false"]|UserData=[EmailAddress="[email removed]"|RRequestedSkills=[]|Origination_Source="Email"|ServiceType="default"|RTenant="Resources"|IsLocked=0|Header_X-OriginalArrivalTime="22 Oct 2008 00:39:42.0693 (UTC) FILETIME=[AC851950:01C933DE]"|InteractionState=1|FirstName="Jorge"|InteractionId="00023a4FTBVA01P8"|Subject="Test Autoreply 2"|RVQID=""|Header_DKIM-Signature="v=1; a=rsa-sha256; c=relaxed/relaxed; d=gmail.com; s=gamma; h=domainkey-signature:received:received:message-id:date:from:to :subject:mime-version:content-type:content-transfer-encoding :content-disposition; bh=Y1K+aYTmdbt4fVBRxyj/r91004EKMAP31hVM+dVG6so=; b=aCUvIMcHU7WMtzLvbnPjlmOcinXecqXTowNQv9Ze+nQmSb9X+dlFeUBtVRsl8+w8Zv 9CNPDAJ8szfhSASEMN2pd5BGZz8VvlB3hfsTcQnsUQELN3ZmzlaN1klLpR9iTA8F116b QZ7I3KSBubUjLCGPN9jkrwzELPElQ2qliYh5o="|CBR-contract_DBIDs=""|Header_Date="Tue, 21 Oct 2008 19:40:20 -0500 (COT)"|Header_Content-Type="text/plain; charset=ISO-8859-1"|FromAddress="[email removed]"|RTargetRuleSelected=""|RRequestedSkillCombination=""|RTargetObjSelDBID=""|FromPersonal="Jorge Cornejo"|RStrategyName="Inbound_eBD_Email"|Header_DomainKey-Signature="a=rsa-sha1; c=nofws; d=gmail.com; s=gamma; h=message-id:date:from:to:subject:mime-version:content-type :content-transfer-encoding:content-disposition; b=i2IibLW99bADXALpaCZMBUH8Q3ZaBxElSEy5r2FdP8xjF/b6QaaZwiuZuN2mOp7Cnt q2Dk+TOlby+bPwyKE0wMRpY3THevXkAzync4iGvHeBnsR5wlaWQq7RwODp6OL1gf4tDU 77F8NIQrrH9AYmt9iIYcYISFQwzrUjY52HWNg="|_AutoReplyCount=0|CBR-IT-path_DBIDs=""|PegDEF=182|_ContainsAttachment="false"|RTargetAgentSelected=""|RStrategyDBID="120"|CBR-actual_volume=""|SubmittedAt="2008-10-22T00:40:50Z"|InteractionSubtype="InboundNew"|SubmittedBy="MCR_EMailServerJava"|To="[email removed]"|Queue="Inbound"|Header_MIME-Version="1.0"|MediaType="email"|RTargetTypeSelected="102"|CBR-Interaction_cost=""|Mailbox="[email removed]"|CustomerSegment="default"|ServiceObjective=0|Header_Content-Disposition="inline"|IsOnline=0|RTargetPlaceSelected=""|_AttachmentsSize="0"|Header_Content-Transfer-Encoding="7bit"|MovedToQueueAt="2008-10-22T00:40:50Z"|Header_Message-ID="<[email removed]>"|RTargetObjectSelected=""|PlacedInQueueAt="2008-10-22T00:53:51Z"|ReceivedAt="2008-10-22T00:40:04Z"|InteractionType="Inbound"|ContactId="00021a4FRASC000P"|LastName="Cornejo"|TenantId=101].
19:53:55.409 Dbg 23077 [SvcSrvW-15] <212 00023a4FTBVA01P8> customized = true.
19:53:55.409 Dbg 23089 [SvcSrvW-15] <212 00023a4FTBVA01P8> No _OwnerEmployeeId UserData provided...looking for autobot configured in ESJ for owner of new Email
19:53:55.409 Dbg 23072 [SvcSrvW-15] <212 00023a4FTBVA01P8> 'From' address : [email removed]
19:53:55.409 Dbg 23107 [SvcSrvW-15] <212 00023a4FTBVA01P8> Candidate 'To' addresses : [Jorge Cornejo <[email removed]>]
19:53:55.409 Dbg 23107 [SvcSrvW-15] <212 00023a4FTBVA01P8> Candidate 'Cc' addresses : []
19:53:55.424 Dbg 23107 [SvcSrvW-15] <212 00023a4FTBVA01P8> Candidate 'Bcc' addresses : []
19:53:55.424 Dbg 23111 [SvcSrvW-15] <212 00023a4FTBVA01P8> Excluded addresses : [[email removed]]
19:53:55.424 Dbg 23112 [SvcSrvW-15] <212 00023a4FTBVA01P8> Actual 'To' addresses : [Jorge Cornejo <[email removed]>]
19:53:55.424 Dbg 23112 [SvcSrvW-15] <212 00023a4FTBVA01P8> Actual 'Cc' addresses : []
19:53:55.424 Dbg 23112 [SvcSrvW-15] <212 00023a4FTBVA01P8> Actual 'Bcc' addresses : []
19:53:55.424 Dbg 23073 [SvcSrvW-15] <212 00023a4FTBVA01P8> UserData : [EmailAddress="[email removed]"|RRequestedSkills=[]|Origination_Source="Email"|To="Jorge Cornejo <[email removed]>"|ServiceType="default"|RTenant="Resources"|RTargetTypeSelected="102"|CBR-Interaction_cost=""|FirstName="Jorge"|Subject="Re: Test Autoreply 2"|Mailbox="[email removed]"|RVQID=""|CustomerSegment="default"|ServiceObjective=0|CBR-contract_DBIDs=""|RTargetPlaceSelected=""|_AttachmentsSize="0"|FromAddress="[email removed]"|RTargetObjectSelected=""|RRequestedSkillCombination=""|RTargetRuleSelected=""|RTargetObjSelDBID=""|FromPersonal=""|RStrategyName="Inbound_eBD_Email"|ContactId="00021a4FRASC000P"|CBR-IT-path_DBIDs=""|PegDEF=182|_ContainsAttachment="false"|RTargetAgentSelected=""|RStrategyDBID="120"|CBR-actual_volume=""|LastName="Cornejo"].
19:53:55.440 Std 25100 [SvcSrvW-15] <212 00023a4FTBVA01P8> Service 'Email' failed in method 'ACK' (ErrorCode=701 ErrorMsg=Unexpected error (Could not insert Persistent) Could not insert Persistent). 
com.genesyslab.icc.api.contactserver.PersistentException: Could not insert Persistent
	at com.genesyslab.icc.contactserver.PersistentManagerImpl.insert(Unknown Source)
	at sun.reflect.GeneratedMethodAccessor44.invoke(Unknown Source)
	at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source)
	at java.lang.reflect.Method.invoke(Unknown Source)
	at sun.rmi.server.UnicastServerRef.dispatch(Unknown Source)
	at sun.rmi.transport.Transport$1.run(Unknown Source)
	at java.security.AccessController.doPrivileged(Native Method)
	at sun.rmi.transport.Transport.serviceCall(Unknown Source)
	at sun.rmi.transport.tcp.TCPTransport.handleMessages(Unknown Source)
	at sun.rmi.transport.tcp.TCPTransport$ConnectionHandler.run(Unknown Source)
	at java.lang.Thread.run(Unknown Source)
	at sun.rmi.transport.StreamRemoteCall.exceptionReceivedFromServer(Unknown Source)
	at sun.rmi.transport.StreamRemoteCall.executeCall(Unknown Source)
	at sun.rmi.server.UnicastRef.invoke(Unknown Source)
	at com.genesyslab.icc.contactserver.PersistentManagerImpl_Stub.insert(Unknown Source)
	at com.genesyslab.icc.api.contactserver.proxy.PersistentManagerProxy.insert(PersistentManagerProxy.java:373)
	at com.genesyslab.icc.emailserver.outbound.EmailResponder.createAutoReply(Unknown Source)
	at com.genesyslab.icc.emailserver.outbound.EmailResponder.createAck(Unknown Source)
	at com.genesyslab.icc.emailserver.service.EmailServiceLogic.createAck(Unknown Source)
	at com.genesyslab.icc.emailserver.service.EmailServiceImpl$6.op(Unknown Source)
	at com.genesyslab.icc.emailserver.service.EmailServiceImpl.doCall(Unknown Source)
	at com.genesyslab.icc.emailserver.service.EmailServiceImpl.ACK(Unknown Source)
	at sun.reflect.GeneratedMethodAccessor11.invoke(Unknown Source)
	at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source)
	at java.lang.reflect.Method.invoke(Unknown Source)
	at com.genesyslab.icc.util.ServiceServer.invokeService(Unknown Source)
	at com.genesyslab.icc.util.ServiceServer.process(Unknown Source)
	at com.genesyslab.icc.util.ServiceServer.access$1600(Unknown Source)
	at com.genesyslab.icc.util.ServiceServer$ThirdPartyProtocolConnection$RequestHandler.run(Unknown Source)
	at com.genesyslab.util.concurrent.PooledExecutor$Worker.run(Unknown Source)
	at java.lang.Thread.run(Unknown Source)
Caused by: com.genesyslab.icc.api.contactserver.PersistentException: Attribute 'Id' for class 'StandardResponseUsage' does not accept String : Constraint on : class com.genesyslab.icc.api.contactserver.persistent.StandardResponseUsage
Attributes : 
	class com.genesyslab.icc.api.contactserver.persistent.StandardResponseUsage StandardResponseId java.lang.String[00023a4FTBVA0127]
	class com.genesyslab.icc.api.contactserver.persistent.StandardResponseUsage EntityId java.lang.String[00023a4FTBVA026V]
	class com.genesyslab.icc.api.contactserver.persistent.StandardResponseUsage ResponseType java.lang.Integer[4]
	class com.genesyslab.icc.api.contactserver.persistent.StandardResponseUsage StartDate java.util.Date[Tue Oct 21 19:53:55 COT 2008]
	class com.genesyslab.icc.api.contactserver.persistent.StandardResponseUsage EntityTypeId java.lang.Byte[1]
	class com.genesyslab.icc.api.contactserver.persistent.StandardResponseUsage PersonId java.lang.Integer[0]
	class com.genesyslab.icc.api.contactserver.persistent.StandardResponseUsage Id java.lang.String[00023a4FTBVA026W]
Constraints : NONE
Joins : NONE
Orders : NONE

	at com.genesyslab.icc.contactserver.AbstractPersistentManager.checkValues(Unknown Source)
	at com.genesyslab.icc.contactserver.AbstractPersistentManager.a(Unknown Source)
	at com.genesyslab.icc.contactserver.AbstractPersistentManager.insertPersistent(Unknown Source)
	at com.genesyslab.icc.contactserver.AbstractPersistentManager.insertPersistent(Unknown Source)
	at com.genesyslab.icc.contactserver.AbstractPersistentManager.insert(Unknown Source)
	at com.genesyslab.icc.contactserver.AbstractPersistentManager.insert(Unknown Source)
	at com.genesyslab.icc.contactserver.PersistentManagerImpl.insert(Unknown Source)
	at sun.reflect.GeneratedMethodAccessor44.invoke(Unknown Source)
	at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source)
	at java.lang.reflect.Method.invoke(Unknown Source)
	at sun.rmi.server.UnicastServerRef.dispatch(Unknown Source)
	at sun.rmi.transport.Transport$1.run(Unknown Source)
	at java.security.AccessController.doPrivileged(Native Method)
	at sun.rmi.transport.Transport.serviceCall(Unknown Source)
	at sun.rmi.transport.tcp.TCPTransport.handleMessages(Unknown Source)
	at sun.rmi.transport.tcp.TCPTransport$ConnectionHandler.run(Unknown Source)
	... 1 more

19:53:55.440 Trc 25020 [SvcSrvW-15] <212 00023a4FTBVA01P8> Service 'Email' method 'ACK' ended, processing time (ms): 31.
19:53:55.440 Std 25080 [SvcSrvW-15] <212> Exception message: Unexpected error (Could not insert Persistent).

Something tells me that customer has been doing some stuff around but what?
Any idea what can be wrong here?

75

And this is how the acknowledge is configured

76

Hi Cavagnaro,

It seems to me there is some issue on database side. What version of UCS server and database is used by the customer? Have you made any upgrade of UCS in the past?

R.

77

Yup, from db 7.2 to 7.5 and now 7.6…but between 7.5 and 7.6 was very fast (2 weeks) and I don’t remember really if they tested on 7.5…
What would you recommend? To recreate the DB? I have no problem with that…

Thanks a lot René, as always

78

Hi,

I assume you did but have to ask :wink: - have you applied update SQL scripts against UCS 7.2 database when doing upgrade of UCS? It could be a cause of your issue if you didn’t.

R.

79

Yeah I remember I did…at least on 7.6… :stuck_out_tongue:
Will re-run them and see if any error raises on SQL…

80

??? Deleted all DB, recreated (MCR_UCS, MCR_UCS_Archive and MCR_IS) and still have the error. MCR_EmailJavaServer has connections to:
MCR_UniversalContactServer
MCR_InteractionServer

Does EJS needs connection to a DBServer?