unclear Call status in TServer Events

NICE CXone API & Integrations
1

we 're using P-SDK 8.0 for monitoring the agent calls of type outbound for determining call duration , call status ,ringing time and the attempts .we accomplish that through handling T-Server Events .

The Order of events we get if the call answered by customer is:

  • EventOffHook
    EventDialing
    EventNetworkReach
    EventEstablished
    EventReleased
    EventOnHook

no problem with that but the problem when customer is busy or we detect fax or no answer or wrong customer number or call canceled by customer ,we received the same event from Tserver which is EventDestinationBusy with call statue 6 or Busy .
the order in this case will be :

  • EventOffHook
    EventDialing
    EventNetworkReach
    EventDestinationBusy
    EventReleased
    EventOnHook

other thing we observed that the interval between EventReleased and EventDestinationBusy in case of wrong number or fax detected or no answer was big may be 50 sec ,if the customer cancel the call the interval was 1 or 3 sec

another trials we try to use requestMakepredictivecall but we sucked in errors like wrong DN number and we didn’t know why?

kindly advice.

2

It is important to know if you are using any PBX or single SIP server,because the cause of whole delay can be on PBX site. Genesys T-Server only “listens” PBX messages,so the delay can be on PBX site.Check your T-Server logs,what the PBX sends.

Second thing is,why do you get information about call via PSDK? For these purposes is reporting layer.

3

Thank you for your quick reply, i know we can depend on reporting layer. we didn’t need to do that through the reporting layer ,as there 're more than what we need in solutions like info mart. so we used PSDK.
according to the Tserver logs, T-server distributes EventDestinationBusy message to it’s clients when the destination is busy or fax detected or no answer or wrong DN number or call canceled by destination ,How can we distinguish between these behaviors ?

4

What Kubig means is that you can use PSDK also to get stats from StatServer and avoid this mess :wink:
It is not TServer who originates the signalling of busy or what ever, it is your PBX…if using SIP Server then the MG…Why your PBX doesn’t send FAX Detected is a question Genesys Platform can’t answer…