Telephony Errors in Genesys Agent Desktop

NICE CXone API & Integrations
1

My agents keep getting 2 errors at the bottom of the GAD- Telephony Error 172 and telephony error 470. I am not sure where the error is coming from. anyone have any ideas? I am running Symposium, Nortel 1100, GAD v7.5.

2

Check TServer logs to understand what is going on.

3

I am looking at the logs- I see actual call records in the log sheet- i.e. the field names with customer information.
here is some infirmation below that- What am I looking for- sorry I am a rookie.
AttributeCallUUID ‘5AEC68BF-F09B-4CFC-9299-D337291AAE6A’
AttributeConnID 007c018afba95d6f
AttributeCallID 5332
AttributeCallType 3
12:04:29.658 Int 04544 Interaction message “EventEstablished” generated
12:04:29.658 Trc 04542 EventEstablished sent to 448 (000a CPD_Server)
12:04:29.658 Trc 04542 EventEstablished sent to 424 (0008 Stat_Server)
12:04:29.658 Trc 04542 EventEstablished sent to 388 (0005 Outbound Stat_Server)
12:04:29.658 Trc 04542 EventEstablished sent to 376 (0004 Reporting Stat_Server)
12:04:29.658 Trc 04542 EventEstablished sent to 400 (0006 Outbound_Server)
@12:04:29.6580 [gctm] Call [007c018afba95d6f/14d4,s5,t6] Changing state to 6
@12:04:29.6580 [gctm] Call [007c018afba95d6f/14d4,s6,t7] distributing EventEstablished
@12:04:29.6580 [gctm] Call [007c018afba95d6f/14d4,s6,t7] processEstablished
@12:04:29.6580 [gctm] Party [007c018afba95d6f:812089364684,sc,at0,r2,l2] processEstablished
@12:04:29.6580 [gctm] Party [007c018afba95d6f:812089364684,sc,at0,r2,l2] EvEstablished ignored, already in Est. state
@12:04:29.6580 [gctm] Call [007c018afba95d6f/14d4,s6,t7] distributing EventEstablished
@12:04:29.6580 [gctm] Call [007c018afba95d6f/14d4,s6,t7] processEstablished
@12:04:29.6580 [gctm] Party [007c018afba95d6f:4228,sc,at1,r1,l1] processEstablished
@12:04:29.6580 [gctm] Address [4228,t1,s1] processOffHook
@12:04:29.6580 [gctm] Party [007c018afba95d6f:4228,sc,at1,r1,l1] EvEstablished ignored, already in Est. state
@12:04:30.1430 [gctm] Call [007c018afba95d73/57b,s5,t6] Single-Est timer expired, transition to Est.
@12:04:30.1430 [gctm] Call [007c018afba95d73/57b,s5,t6] Transition to ESTABLISHED state.
@12:04:30.1430 [gctm] Party [007c018afba95d73:3855,sa,at1,r2,l1] processEstablished
@12:04:30.1430 [gctm] Address [3855,t1,s0] processOffHook
@12:04:30.1430 [gctm] Address [3855,t1,s0] Changing state to 1
@12:04:30.1430 [0] 7.2.004.00 distribute_event: message EventOffHook
AttributeEventSequenceNumber 000000000000e971
AttributeTimeinuSecs 143000
AttributeTimeinSecs 1203447870 (12:04:30)
AttributeThisDN ‘3855’
12:04:30.143 Int 04544 Interaction message “EventOffHook” generated
12:04:30.143 Trc 04542 EventOffHook sent to 436 (0009 GAD)
12:04:30.143 Trc 04542 EventOffHook sent to 424 (0008 Stat_Server)
12:04:30.143 Trc 04542 EventOffHook sent to 388 (0005 Outbound Stat_Server)
12:04:30.143 Trc 04542 EventOffHook sent to 376 (0004 Reporting Stat_Server)
12:04:30.143 Trc 04542 EventOffHook sent to 400 (0006 Outbound_Server)
@12:04:30.1430 [gctm] Party [007c018afba95d73:3855,sa,at1,r2,l1] Changing state to c
@12:04:30.1430 [0] 7.2.004.00 distribute_response: message EventEstablished

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4

please refer to “Error Messages” of “Supported Functionality” in “Framework 7.2/7.5 T-server for Nortel Communications Server 1000 with SCCS/MLS Deployment Guide”

If you don’t have one, please request document library DVD from your Genesys VAR.
Trouble-shooting is easier and faster by referring to these documents.

172 TERR_UNSUCC_TRANSFER Unsuccessful Transfer

470 TERR_PARTY_NOT_ON_CALL Requested operation is for party that is not active on the specified call.

These error are reported during call transfer operation and comes in pair!

regards

bcyk

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5

many thanks to both of you for all your help.

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