Multimedia option not available on genesys desktop login screen

we installed multimedia components, all servers are up and running.

Two issues we are facing:

1. In genesys desktop login screen, i cannot see option to login into chat session(Only voice option is there).

2.I tried to initiate the chat session. Error :" Chat service is unavailable at this time, please try again later ".
No one here know multimedia, I was going thru deployment guides, but unable to figure it out.

is there any configuration in genesys desktop for this? reply me at your convience.

Thanks in advance!

Have you added the connections to Multimedia applications in CME to the Genesys Desktop application? Interaction Server, Universal Contact Server and Chat server?

A restart of Genesys Desktop is also needed after this.

Hi,

As written by catenirex GDesktop application must have connections to Interaction Server and Universal Contact Server. It won’t work without these. I think that connection to Chat Server isn’t necessary as the communication is handled by Interaction Server.

René

Thanx Rene, you are correct

Genesys Desktop connections are like this:

For a Voice-only configuration: T-Server, Stat Server.

For a full configuration: Universal Contact Server, T-Server,
Interaction Server, Stat Server.

Thanks for ur inputs,

I have missed connection to contact server. The issue even after this is: when ever I tried to initiate the chat session. Error :" Chat service is unavailable at this time, please try again later ".

And when the agent is trying to log into chat media, it says agent is not able to log into chat media.

In genesys desktop, it says “media email not logged in , media chat not logged in”

Have you configured the licenses section on GAD?

Yes Cavangnaro,

I have configured license section in GAD & interaction server also. Do u doubt anything else missing?

Thanks a lot for your responses,

After configuring licenses, this is the issue, when i click email section in GAD,
Error : “Unavailable action, the email default queue is not defined in configuration”.

Can you pls let me know What shd the multimedia configuration in GAD?

Thanks to all of you,

After setting the default queue, email section is fine.

looking into chat section.

When i see the Agent place status, media chat status is “disabled”. what could be the reasons?

I can see chat server as started in SCI, but the in logs it is toggling btwn enable/disable. How to confirm whether chat server is running without any issues?

12:03:10.703 Std 59410 InS: Interaction Server connection was activated.
12:03:10.703 Std 59001 LCA status was changed: server is enabled to process new chat requests.
12:03:19.203 Trc 59201 new connection created with conn_id=576 with type=ESP
13:03:10.218 Trc 04120 Check point 2008-01-09T13:03:10
13:07:57.921 Std 04504 Connection to Interaction Server ‘InteractionServer’ at host ‘MB3AP1021’, port 3052 lost
13:07:57.921 Std 59411 InS: Interaction Server connection was disabled.
13:07:57.921 Std 59002 LCA status was changed: server was disabled to process new chat requests.
13:07:57.937 Trc 59202 connection was closed for conn_id=576 with type=ESP
13:08:02.906 Trc 59201 new connection created with conn_id=576 with type=ESP
13:08:07.921 Trc 04500 Connecting to Interaction Server ‘InteractionServer’ at host ‘MB3AP1021’, port 3052
13:08:07.921 Std 04503 Connected to Interaction Server ‘InteractionServer’ at host ‘MB3AP1021’, port 3052
13:08:07.921 Std 59410 InS: Interaction Server connection was activated.
13:08:07.921 Std 59001 LCA status was changed: server is enabled to process new chat requests.

Hi,

Could you post here log of Interaction Server? Maybe we will be able to find out why Chat Server’s connection to IxnServer becoming lost…

R.

Hello Sir,

Please find excerpt of the interaction log file,

13:08:02.906 Trc 04500 Connecting to Third Party Server ‘ChatServer’ at host ‘MB3AP1021’, port 3057
13:08:02.906 Std 04503 Connected to Third Party Server ‘ChatServer’ at host ‘MB3AP1021’, port 3057
13:08:02.921 Trc 04500 Connecting to Datastream consumer (Stat Server) ‘MultimediaStat_Server’ at host ‘MB3AP1021’, port 3048
13:08:02.921 Std 04502 Cannot connect to Datastream consumer (Stat Server) ‘MultimediaStat_Server’ at host ‘MB3AP1021’, port 3048, reason ‘[connect failed]’
13:08:02.921 Std 04525 Port 3052 opened for listening
13:08:02.921 Std 05060 Application started
13:08:03.046 Std 25004 Database:‘MB3AP1021:mssql[geneICS]’, DBServer:‘Reporting DBServer’, DAP:‘Dbap_InxtServer’ is opened
13:08:03.062 Std 25009 DAP:‘Dbap_InxtServer’, DBServer version:‘7.5.000.07’ (‘7.0.100.03’ or greater required)
13:08:03.062 Dbg 25030 Database request sent: DAP:‘Dbap_InxtServer’(0), request id:‘5’, sql statement:[SELECT TOP 1 id,server_id,parent_id,tenant_id,is_online,is_locked,snapshot_place_id,state,queue,media_type,type,subtype,agent_id,agent_group_id,place_id,place_group_id,submitted_by,CONVERT( CHAR(20), received_at, 20) AS received_at_,CONVERT( CHAR(20), submitted_at, 20) AS submitted_at_,CONVERT( CHAR(20), delivered_at, 20) AS delivered_at_,CONVERT( CHAR(20), placed_in_queue_at, 20) AS placed_in_queue_at_,CONVERT( CHAR(20), moved_to_queue_at, 20) AS moved_to_queue_at_,workbin,destinations,CONVERT( CHAR(20), abandoned_at, 20) AS abandoned_at_,external_id,priority,contact_id,customer_segment,service_type,category,case_id,reason_code,disposition_code,subject,from_personal,from_address,mailbox,service_objective,custom_1s,custom_2s,custom_3s,custom_4s,custom_5s,custom_6s,custom_7s,custom_1n,custom_2n,custom_3n FROM interactions], dbchannel stack id:‘1’, interaction id:‘’

13:15:27.921 Dbg 25032 Database request executed: DAP:‘Dbap_InxtServer’(0), request id:‘3343’, sql statement:[Commit Transaction], dbchannel stack id:‘3’, interaction id:‘’
13:15:27.921 Dbg 25032 Database request executed: DAP:‘Dbap_InxtServer’(1), request id:‘3344’, sql statement:[Commit Transaction], dbchannel stack id:‘3’, interaction id:‘’
13:15:28.953 Std 04504 Connection to Third Party Server ‘ChatServer’ at host ‘MB3AP1021’, port 3057 lost
13:15:28.953 Trc 04524 Client ‘media server:3:3432’ disconnected
13:15:28.953 Std 04504 Connection to Third Party Server ‘E-MailServer’ at host ‘MB3AP1021’, port 3053 lost
13:15:29.015 Std 04504 Connection to Third Party Server ‘ContactServer’ at host ‘MB3AP1021’, port 3049 lost
13:15:29.921 Dbg 25020 Queuing dbmanager request: request id:‘1103’, request:[Sql:SelectReadPast; WHERE state = 0 and is_locked = 0 and queue = 'Ch

Thanks for your responses,

Do u think, the dbserver version is causing the issue?

Yes, try dbserver 7.2

I would doubt it. That looks more like an informational message to me, not an error message. Which version of MCR do you have installed? Any 7.x version should work fine with DBServer 7.5.

Make sure your Web API Server has a connection to the Chat server. Also, check the GAD “media” option in the “multimedia” section. Make sure the comma separated list includes both “email” and “chat”.

One thing I did notice from your logs is that IXNServer can not connect to the stat server. While I don’t think this would cause the problem you’re seeing now, it would keep you from being able to route email and/or chat interactions. It looks like you need to install the stat server Java extensions. Details about how to do this are in the stat server deployment guide.

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