routeing between several agents

Voice & Telephony
1

hi
I meet a question,when a call enters a route point ,then agent is ringing ,after 15 minutes,another agent does not ring .I donot know why not ring?
In T-Server7.6 ,I set agent-no-answer-action = recall.
here is log ,please help analysising the log.PBX is alcatel

==========================================================================
@15:35:20.2960 {tscp.call {destructed} {uuid PB04U5BBU173RE232H2PI5DOCG00EHC7} {connection-id 006b01ba3bd56af7} {call-id 63351}}
CallCleanup: [1 out of 21] calls deleted
09/14/09@15:35:20.546 nasTimer expired for f779:f779:20002@02FE0558
NASData::Apply: current dest = ‘recall’, remaining = ↔
NASData::Apply: actual dest = ‘70069’, remaining = ↔
+++ RqHandler::RequestRedirectCall +++
got message from client <0>
device <20002> is replaced by <12853>
[12853/12853]: check device for ‘RequestRedirectCall’
@15:35:20.5460 [BSYNC] Trace: Send to backup (T-Server_Pri_Backup) [556]:
message EventUserEvent
AttributeServerRole 0
AttributeUserEvent RequestRedirectCall
AttributeOtherDN ‘70069’
AttributeThisDN ‘20002’
AttributeConnID 006b01ba3bd56ae0
AttributeCallState 7
attr_#1005 e6f1ad4a4cf70100
@15:35:20.5460 [BSYNC] Trace: Sent
party [f779:f779:20002@02FE0558] is to be answered and SSXfer to destination [70069]
emuRedir: action executed on <12853>, step = 0
*** Transaction Info:
Type/Oper. : 5 - 2
hostRef : 7ac0
ConnId[0] : (f779-1bee)-<(Unknown)>
SubjDev[0] : 12853 (Private)
LocalDev[0]: 12853 (Unknown)
H->S 23 bytes send, invoke id 31424 (x7ac0), 0[6] requests pending
— RqHandler::RequestRedirectCall —
+++ Resp::AnswerCall +++
*** Transaction Info:
Type/Oper. : 2 - 2
hostRef : 7ac0
*** PrivateList has 1 elements:
PData : Global CallID : e6f1ad4a4cf70100
[12853]: event received, for <RequestRedirectCall(RequestAnswerCall):0:0:196119:2>
— Resp::AnswerCall —
link (link-tcp) S->H: (0[6 / 3] requests pending)
09/14/09@15:35:20.750 cstaSwitchingEventDecode: Established event in progress
+++ Evt::Established +++
*** Transaction Info:
Type/Oper. : 1 - 6
crossRef : 13bb502
ConnId[0] : (f779-1bee)-<(Unknown)>
ConnId[1] : (f779-229c)-<(Trunk)>
SubjDev[1] : 12853 (Private)
LocalDev[0]: 20007 (Private)
LocalDev[1]: 70069 (Private)
LocalDev[2]: 70069 (Private)
Cause : 38
LocalInfo : 3
TimeStamp : <090914153532Z>
*** PrivateList has 2 elements:
PData : Global CallID : e6f1ad4a4cf70100
PData : HybridLinkFlag = true
refDev <12853> (cref = ‘13BB502’)
Agent on <12853> is engaged in business call
PartyDN::Establish: for f779:f779:20002@02FE0558/alerting/Ok with cause (Distributed[38])
PartyDN::Activate: for f779:f779:20002@02FE0558/alerting/Ok with cause (Distributed[38])
emuRedir: action executed on <12853>, step = 1
*** Transaction Info:
Type/Oper. : 5 - 7
hostRef : 7ac1
ConnId[0] : (f779-1bee)-<(Unknown)>
SubjDev[0] : 12853 (Private)
LocalDev[0]: 12853 (Unknown)
LocalDev[1]: 70069 (Unknown)
H->S 34 bytes send, invoke id 31425 (x7ac1), 0[6] requests pending
— Evt::Established —
link (link-tcp) S->H: (1[6 / 3] requests pending)
cstaSwitchingEventDecode: AgentBusy event in progress
+++ Evt::AgentBusy +++
*** Transaction Info:
Type/Oper. : 1 - 207
crossRef : 13bb502
SubjDev[0] : 82800 (Unknown)
LocalDev[0]: 12853 (Private)
LocalDev[1]: 12853 (Unknown)
TimeStamp : <090914153532Z>
refDev <12853> (cref = ‘13BB502’)
Agent on <12853> is engaged in business call
— Evt::AgentBusy —
link (link-tcp) S->H: (1[6 / 3] requests pending)
cstaSwitchingEventDecode: Held event in progress
+++ Evt::Held +++
*** Transaction Info:
Type/Oper. : 1 - 8
crossRef : 13bb502
ConnId[0] : (f779-1bee)-<(Unknown)>
LocalDev[0]: 12853 (Private)
LocalInfo : 4
TimeStamp : <090914153532Z>
*** PrivateList has 1 elements:
PData : Global CallID : e6f1ad4a4cf70100
refDev <12853> (cref = ‘13BB502’)
PartyDN::Suspend: for f779:f779:20002@02FE0558/established/Ok with cause (Null[0])
— Evt::Held —
link (link-tcp) S->H: (1[6 / 3] requests pending)
cstaSwitchingEventDecode: Established event in progress
+++ Evt::Established +++
*** Transaction Info:
Type/Oper. : 1 - 6
crossRef : 12d2800
ConnId[0] : (f77a-225c)-<(Trunk)>
SubjDev[1] : 12853 (Private)
LocalDev[0]: 20007 (Private)
LocalDev[1]: 70069 (Private)
Cause : 46
LocalInfo : 3
TimeStamp : <090914153532Z>
*** PrivateList has 2 elements:
PData : Network Time Slot: 0
PData : Global CallID : e6f1ad4a4cf70100
refDev <20007> (cref = ‘12D2800’)
PartyDN::Establish: for f779:f77a:20007@02C059F8/established/Ok with cause (NetworkSignal[46])
— Evt::Established —
link (link-tcp) S->H: (1[6 / 3] requests pending)
+++ Err::<StateIncompatibility (NoActiveCall)> +++
*** Transaction Info:
Type/Oper. : 3 - 516 <Error : <StateIncompatibility (NoActiveCall)>>
hostRef : 7ac1
[12853]: event received, for <RequestRedirectCall(RequestSingleStepTransfer):0:0:196119:2>
reapply failed NAS deflection
NASData::Apply: current dest = ‘release’, remaining = ↔
NASData::Apply: actual dest = ‘release’, remaining = ↔
+++ RqHandler::RequestReleaseCall +++
got message from client <0>
device <20002> is replaced by <12853>
[12853/12853]: check device for ‘RequestReleaseCall’
*** Transaction Info:
Type/Oper. : 5 - 5
hostRef : 7ac2
ConnId[0] : (f779-1bee)-<(Unknown)>
SubjDev[0] : 12853 (Private)
LocalDev[0]: 12853 (Unknown)
H->S 23 bytes send, invoke id 31426 (x7ac2), 1[7] requests pending
— RqHandler::RequestReleaseCall —
— Err::<StateIncompatibility (NoActiveCall)> —
link (link-tcp) S->H: (1[7 / 3] requests pending)
+++ Resp::ClearConnection +++
*** Transaction Info:
Type/Oper. : 2 - 5
hostRef : 7ac2
*** PrivateList has 1 elements:
PData : Global CallID : e6f1ad4a4cf70100
[12853]: event received, for RequestReleaseCall:0:1:0:196120
— Resp::ClearConnection —
link (link-tcp) S->H: (0[7 / 4] requests pending)
09/14/09@15:35:20.968 cstaSwitchingEventDecode: Held event in progress
+++ Evt::Held +++
*** Transaction Info:
Type/Oper. : 1 - 8
crossRef : 13bb502
ConnId[0] : (f779-1bee)-<(Unknown)>
LocalDev[0]: 12853 (Private)
Cause : 27
LocalInfo : 4
TimeStamp : <090914153532Z>
*** PrivateList has 1 elements:
PData : Global CallID : e6f1ad4a4cf70100
refDev <12853> (cref = ‘13BB502’)
PartyDN::Suspend: for f779:f779:20002@02FE0558/established/Ok with cause (Null[0])
EventError suppressed (internal client 0)
TmRequest::ResetCtx:RequestReleaseCall:0:12853: context (0:196120) flags ‘400’ reset
— Evt::Held —
link (link-tcp) S->H: (0[6 / 3] requests pending)

===========================================================================

2

what do you mean by after 15 mins agent does not ring..?
dont understand

1 Like
3

I dont understand neither. I see some attempts to transfer a call, which is the scenario?

2 Likes
4

hello
when a call enter a route point , then a free agent (A) is ringing withen 15minutes,after 15 minutes this call will route to another free agent(B).however , B doesn’t ring ,and A is ringring all the time. with the telephone(alcatel-lucent 4038) displying “recall of hold”. I don’t know why ,please help me to analysis the problem. Thank you.

with the T-server version 7.6 and the attrbutes
agent-no-answer-timer 15,
agent-no-answer-overflow recall,
agent-no-answer-action ready.

5

It should be reroute ao the call goes again to the queue (RSI) and the action = not ready.

1 Like
6

hello
the log below shows us that because of the stateIncompatibitity brings out NoActiveCall,so the result is “reapply failed NAS deflection”.I don’t know why the log has this segment ? .

   as you give me addvise that revise the attibute "agent-no-answer-action = notready",I have tried but the call doesn't ring from one agent to another agent while the agent-no-answer-timeout expires.
   Please help me  to analysis this terrible problem.Thank you!

link (link-tcp) S->H: (1[6 / 3] requests pending)
+++ Err::<StateIncompatibility (NoActiveCall)> +++
*** Transaction Info:
Type/Oper. : 3 - 516 <Error : <StateIncompatibility (NoActiveCall)>>
hostRef : 7ac1
[12853]: event received, for <RequestRedirectCall(RequestSingleStepTransfer):0:0:196119:2>
reapply failed NAS deflection

7

Kay,

You posted just snippet of T-Server log showing that overflow destination is ‘70069’. What does this number represents - RSI Routing Point, RSI Processing Group, CCD Pilot etc.?

I’m not able to recall all details but I do remember that action “recall” didn’t work properly on Alcatel switches with RSI as number reported in event’s attribute “ThisQueue” isn’t RSI Routing Point number but some other telephony object.

R.

8

I have this scenario working:
agent-no-answer-action=notready
agent-no-answer-overflow=recall
agent-no-answer-timeout=20 (seconds) never seen in OXE a phone ringing for 15 minutes…this means you changed some basic timers in OXE that affects administrative and call center extensions, I would never recommend such setting.

1 Like
9

OXE R9 and TServer 7.6 by the way

10

Hi
Thank you for your suggestion, “70069” is the RSI Routing Point which is the distinaction.
In my project , not all agent can’t recall the RSI Routing Point ,but only some agent can’t recall the RSI Routing Point . I don’t understand why the agent rcall the RSI Routing Point successfully.
In what way can bring out “StateIncompatibilty”, Thank you!
And the version of T-Server is 7.6 and PBX is AlcatelA4400.

+++ Err::<StateIncompatibility (NoActiveCall)> +++
*** Transaction Info:
Type/Oper. : 3 - 516 <Error : <StateIncompatibility (NoActiveCall)>>
hostRef : 7ac1
[12853]: event received, for <RequestRedirectCall(RequestSingleStepTransfer):0:0:196119:2>
reapply failed NAS deflection