URS skill based routing

system · January 1, 1970, 12:00am

We have a problem with routing based on skills and agents (routing based on places works correctly).Calls are routed to agents who don’t have specified skills. In IRD monitor we can see that routing flow goes to the needed target (but the agent who gets the call usually doesn’t have skills specified in target object in IRD)

We work with Genesys 6.1 software and PBX Avaya G3 v.9.5.

system · January 1, 1970, 12:00am

The simplest thing I can imagine is that your PBX is taking over. Find your TServer RequestRouteCall, identify OtherDN and see if OtherDN and EventRinging’s ThisDN when the call reaches the agent are the same.

If you paste a part of a log from EventRouteRequest from EventRinging for this particular call, I think we would be able to help a little bit more

system · January 1, 1970, 12:00am

Please see the log file below:

=== parsed message ===

prot_discr = 8

CRV = 8094

MsgType = 98 (FACILITY)

Facility: serv_discr = 17(q932_suppl) fac_ie = component_tag = A1(INVOKE)

invoke_id tag: 02, value = 2

operation tag: 02, value = 149(EventReport)

params = q931_tag = 40

list =

Call_Id: call_id = 575

Party_Id: party_id = 1

Specific_Event: value = 23(Initiated)

@10:28:53.4530 [0] 6.1.011.01 distribute_event: message EventOffHook

AttributeCustomerID	'Resources'

AttributeTimeinuSecs	453000

AttributeTimeinSecs	1019636933 (10:28:53)

AttributeCallID	575

AttributeThisDNRole	1

AttributeThisDN	'7670'

04/24/02 10:28:53.453 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventOffHook sent to 612 ( regular Stat Server )

sent to 612 (Stat Server)

Call_info: call_id 575, conn_id 006700dc00bc5001

7670, role 1, state OH+(OffHook), id=1, Created:1019636933

** link[1] ** 10:28:55.5000

08 02 00 7F 64 96 1C 09 91 A1 06 02 01 01 02 01 B3

** link[1] ** 10:28:57.0460

08 02 80 94 62 96 1C 2A 91 A1 27 02 01 02 02 01 95 40 1F 0C 05 80 37 36 37 30 10 02 02 3F 6C 05 80 37 36 37 30 70 04 80 33 35 31 96 44 01 81 47 01 9D

=== parsed message ===

prot_discr = 8

CRV = 8094

MsgType = 98 (FACILITY)

Facility: serv_discr = 17(q932_suppl) fac_ie = component_tag = A1(INVOKE)

invoke_id tag: 02, value = 2

operation tag: 02, value = 149(EventReport)

params = q931_tag = 40

list =

Connected_Number: type_plan = 0(unknown) address = 7670

Call_Id: call_id = 575

Calling_Party_Number: type_plan = 0(unknown) address = 7670

Called_Party_Number: type_plan = 0(unknown) address = 351

Party_Id: party_id = 1

Specific_Event: value = 29(Originated)

@10:28:57.0620 [0] 6.1.011.01 distribute_event: message EventDialing

AttributeTimeinuSecs	62000

AttributeTimeinSecs	1019636937 (10:28:57)

AttributeOtherDNRole	2

AttributeOtherDN	'351'

AttributeThisDNRole	1

AttributeThisDN	'7670'

AttributeCustomerID	'Resources'

AttributeDNIS	'351'

AttributeConnID	006700dc00bc5001

AttributeCallID	575

AttributeCallType	0

04/24/02 10:28:57.078 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventDialing sent to 612 ( regular Stat Server )

sent to 612 (Stat Server)

** link[1] ** 10:28:57.0780

08 02 80 9C 62 96 1C 26 91 A1 23 02 01 02 02 01 95 40 1B 10 02 02 3F 6C 05 80 37 36 37 30 70 04 80 33 35 31 96 47 01 91 49 04 8C 33 35 B1

=== parsed message ===

prot_discr = 8

CRV = 809c

MsgType = 98 (FACILITY)

Facility: serv_discr = 17(q932_suppl) fac_ie = component_tag = A1(INVOKE)

invoke_id tag: 02, value = 2

operation tag: 02, value = 149(EventReport)

params = q931_tag = 40

list =

Call_Id: call_id = 575

Calling_Party_Number: type_plan = 0(unknown) address = 7670

Called_Party_Number: type_plan = 0(unknown) address = 351

Specific_Event: value = 17(Offered)

Domain: type = 12(VDN) address = [3] 33 35 31 ‘351’

Calling number: ‘7670’ call_type set to: ‘1’

@10:28:57.0930 [0] 6.1.011.01 distribute_event: message EventQueued

AttributeTimeinuSecs	93000

AttributeTimeinSecs	1019636937 (10:28:57)

AttributeThisQueue	'351'

AttributeOtherDNRole	1

AttributeOtherDN	'7670'

AttributeThisDNRole	2

AttributeThisDN	'351'

AttributeCustomerID	'Resources'

AttributeDNIS	'351'

AttributeConnID	006700dc00bc5001

AttributeCallID	575

AttributeCallType	1

04/24/02 10:28:57.093 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventQueued sent to 612 ( regular Stat Server )

sent to 612 (Stat Server)

** link[1] ** 10:28:57.0930

08 02 80 9C 62 96 1C 13 91 A1 10 02 01 02 02 01 95 40 08 10 02 02 3F 96 47 01 99

=== parsed message ===

prot_discr = 8

CRV = 809c

MsgType = 98 (FACILITY)

Facility: serv_discr = 17(q932_suppl) fac_ie = component_tag = A1(INVOKE)

invoke_id tag: 02, value = 2

operation tag: 02, value = 149(EventReport)

params = q931_tag = 40

list =

Call_Id: call_id = 575

Specific_Event: value = 25(Redirected)

@10:28:57.1090 [0] 6.1.011.01 distribute_event: message EventDiverted

AttributeTimeinuSecs	109000

AttributeTimeinSecs	1019636937 (10:28:57)

AttributeCallState	23

AttributeOtherQueue	'351'

AttributeThisQueue	'351'

AttributeOtherDNRole	1

AttributeOtherDN	'7670'

AttributeThisDNRole	2

AttributeThisDN	'351'

AttributeCustomerID	'Resources'

AttributeDNIS	'351'

AttributeConnID	006700dc00bc5001

AttributeCallID	575

AttributeCallType	1

04/24/02 10:28:57.125 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventDiverted sent to 612 ( regular Stat Server )

sent to 612 (Stat Server)

Call_info: call_id 575, conn_id 006700dc00bc5001 Internal

VDN=351

7670, role 1, state OH+(Dialing), id=1, Created:1019636933

** link[1] ** 10:28:57.1250

08 02 80 9B 62 96 1C 27 91 A1 24 02 01 02 02 01 95 40 1C 10 02 02 3F 6C 05 80 37 36 37 30 70 04 80 33 35 31 96 47 01 91 49 05 8C 37 39 31 B2

=== parsed message ===

prot_discr = 8

CRV = 809b

MsgType = 98 (FACILITY)

Facility: serv_discr = 17(q932_suppl) fac_ie = component_tag = A1(INVOKE)

invoke_id tag: 02, value = 2

operation tag: 02, value = 149(EventReport)

params = q931_tag = 40

list =

Call_Id: call_id = 575

Calling_Party_Number: type_plan = 0(unknown) address = 7670

Called_Party_Number: type_plan = 0(unknown) address = 351

Specific_Event: value = 17(Offered)

Domain: type = 12(VDN) address = [4] 37 39 31 32 ‘7912’

@10:28:57.1400 [0] 6.1.011.01 distribute_event: message EventQueued

AttributeTimeinuSecs	140000

AttributeTimeinSecs	1019636937 (10:28:57)

AttributeOtherQueue	'351'

AttributeThisQueue	'7912'

AttributeOtherDNRole	1

AttributeOtherDN	'7670'

AttributeThisDNRole	2

AttributeThisDN	'7912'

AttributeCustomerID	'Resources'

AttributeDNIS	'351'

AttributeConnID	006700dc00bc5001

AttributeCallID	575

AttributeCallType	1

04/24/02 10:28:57.156 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventQueued sent to 612 ( regular Stat Server )

sent to 612 (Stat Server)

04/24/02 10:28:57.156 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventQueued sent to 604 ( regular Universal Routing Server )

sent to 604 (Universal Routing Server)

** link[1] ** 10:28:59.1400

08 02 00 40 64 96 1C 24 91 A1 21 02 01 01 02 01 B0 40 19 10 02 02 3F 6C 05 80 37 36 37 30 70 04 80 33 35 31 96 49 05 8C 37 39 31 B2

=== parsed message ===

prot_discr = 8

CRV = 40

MsgType = 100 (REGISTER)

Facility: serv_discr = 17(q932_suppl) fac_ie = component_tag = A1(INVOKE)

invoke_id tag: 02, value = 1

operation tag: 02, value = 176(Route)

params = q931_tag = 40

list =

Call_Id: call_id = 575

Calling_Party_Number: type_plan = 0(unknown) address = 7670

Called_Party_Number: type_plan = 0(unknown) address = 351

Domain: type = 12(VDN) address = [4] 37 39 31 32 ‘7912’

link[1]>routeCRV[0x0040 <=> 0x0001]>ts ..set

@10:28:59.1560 [0] 6.1.011.01 distribute_event: message EventRouteRequest

AttributeTimeinuSecs	156000

AttributeTimeinSecs	1019636939 (10:28:59)

AttributeOtherQueue	'7912'

AttributeThisQueue	'7912'

AttributeOtherDNRole	1

AttributeOtherDN	'7670'

AttributeThisDNRole	2

AttributeThisDN	'7912'

AttributeCustomerID	'Resources'

AttributeDNIS	'351'

AttributeConnID	006700dc00bc5001

AttributeCallID	575

AttributeCallType	1

04/24/02 10:28:59.171 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventRouteRequest sent to 612 ( regular Stat Server )

sent to 612 (Stat Server)

04/24/02 10:28:59.171 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventRouteRequest sent to 604 ( regular Universal Routing Server )

sent to 604 (Universal Routing Server)

04/24/02 10:29:02.203 Trace ctptwpl2 TServerAVAYA GCTI04541 Message RequestRouteCall received from 604 ( regular Universal Routing Server )

@10:29:02.2030 [0] Received from 604 (Universal Routing Server): message RequestRouteCall

AttributeThisDN	'7912'

AttributeConnID	006700dc00bc5001

AttributeOtherDN	'30'

AttributeExtensions	[110] 00 06 00 00..

	'DEFAULT#'	'7912'

	'CUSTOMER_ID'	'Resources'

	'AGENT'	'30'

	'PLACE'	'Place'

	'NVQ'	1

	'TARGET'	'30@Stat Server.A'

AttributeRouteType	RouteTypeUnknown

AttributeReferenceID	6

ts>route[CRV=1 <=> CRV=40]>link[1]

** ts6.1.011.01[1] ** 10:29:02.2180

08 00 00 18 08 02 80 40 62 96 1C 10 91 A1 0D 02 01 8A 02 01 B7 40 05 70 03 80 33 30

=== parsed message ===

prot_discr = 8

CRV = 8040

MsgType = 98 (FACILITY)

Facility: serv_discr = 17(q932_suppl) fac_ie = component_tag = A1(INVOKE)

invoke_id tag: 02, value = 138

operation tag: 02, value = 183(RouteSelect)

params = q931_tag = 40

list =

Called_Party_Number: type_plan = 0(unknown) address = 30

** link[1] ** 10:29:02.2650

08 02 00 40 5A 96 1C 0F 91 A1 0C 02 01 01 02 01 B9 40 04 08 02 81 9C

=== parsed message ===

prot_discr = 8

CRV = 40

MsgType = 90 (RELEASE COMPLETE)

Facility: serv_discr = 17(q932_suppl) fac_ie = component_tag = A1(INVOKE)

invoke_id tag: 02, value = 1

operation tag: 02, value = 185(RouteEnd)

params = q931_tag = 40

list =

Cause: code_std_loc = 1(CCITT_PubNetLocUsr) cause = 28(C_INVLDNUM C_COV_DONT_ANS)

link[1]>routeCRV[0x0040 <=> 0x0001]>ts

@10:29:02.2810 [0] 6.1.011.01 distribute_response: message EventRouteUsed

AttributeTimeinuSecs	281000

AttributeTimeinSecs	1019636942 (10:29:02)

AttributeReferenceID	6

AttributeCallState	3

AttributeOtherQueue	'7912'

AttributeThisQueue	'7912'

AttributeThirdPartyDNRole	2

AttributeThirdPartyDN	'30'

AttributeOtherDNRole	1

AttributeOtherDN	'7670'

AttributeThisDNRole	2

AttributeThisDN	'7912'

AttributeCustomerID	'Resources'

AttributeDNIS	'351'

AttributeConnID	006700dc00bc5001

AttributeCallID	575

AttributeCallType	1

04/24/02 10:29:02.296 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventRouteUsed sent to 604 ( regular Universal Routing Server )

sent to 604 (Universal Routing Server)

04/24/02 10:29:02.296 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventRouteUsed sent to 612 ( regular Stat Server )

sent to 612 (Stat Server)

Call_info: call_id 575, conn_id 006700dc00bc5001 Internal

VDN=7912 routed_to=30

7670, role 1, state OH+(Dialing), id=1, Created:1019636933
7912(queue), role 2, state QS+(RouteUsed), queue=7912, Created:1019636937

link[1]>routeCRV[0x0040 <=> 0x0001]>ts ..dropped

** link[1] ** 10:29:02.3120

08 02 80 9B 62 96 1C 31 91 A1 2E 02 01 02 02 01 95 40 26 0C 05 80 37 36 35 31 10 02 02 3F 6C 05 80 37 36 37 30 70 04 80 33 35 31 96 44 01 82 47 01 81 49 05 81 37 38 31 B5

=== parsed message ===

prot_discr = 8

CRV = 809b

MsgType = 98 (FACILITY)

Facility: serv_discr = 17(q932_suppl) fac_ie = component_tag = A1(INVOKE)

invoke_id tag: 02, value = 2

operation tag: 02, value = 149(EventReport)

params = q931_tag = 40

list =

Connected_Number: type_plan = 0(unknown) address = 7651

Call_Id: call_id = 575

Calling_Party_Number: type_plan = 0(unknown) address = 7670

Called_Party_Number: type_plan = 0(unknown) address = 351

Party_Id: party_id = 2

Specific_Event: value = 1(Alerting)

Domain: type = 1(ACD_Split) address = [4] 37 38 31 35 ‘7815’

@10:29:02.3430 [0] 6.1.011.01 distribute_event: message EventQueued

AttributeTimeinuSecs	343000

AttributeTimeinSecs	1019636942 (10:29:02)

AttributeOtherQueue	'7912'

AttributeThisQueue	'7815'

AttributeOtherDNRole	1

AttributeOtherDN	'7670'

AttributeThisDNRole	2

AttributeThisDN	'7815'

AttributeCustomerID	'Resources'

AttributeDNIS	'351'

AttributeConnID	006700dc00bc5001

AttributeCallID	575

AttributeCallType	1

04/24/02 10:29:02.343 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventQueued sent to 612 ( regular Stat Server )

sent to 612 (Stat Server)

@10:29:02.3590 [0] 6.1.011.01 distribute_event: message EventDiverted

AttributeTimeinuSecs	359000

AttributeTimeinSecs	1019636942 (10:29:02)

AttributeCallState	0

AttributeOtherQueue	'7912'

AttributeThisQueue	'7912'

AttributeThirdPartyDNRole	2

AttributeThirdPartyDN	'7651'

AttributeOtherDNRole	1

AttributeOtherDN	'7670'

AttributeThisDNRole	2

AttributeThisDN	'7912'

AttributeCustomerID	'Resources'

AttributeDNIS	'351'

AttributeConnID	006700dc00bc5001

AttributeCallID	575

AttributeCallType	1

04/24/02 10:29:02.359 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventDiverted sent to 612 ( regular Stat Server )

sent to 612 (Stat Server)

04/24/02 10:29:02.375 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventDiverted sent to 604 ( regular Universal Routing Server )

sent to 604 (Universal Routing Server)

@10:29:02.3750 [0] 6.1.011.01 distribute_event: message EventDiverted

AttributeTimeinuSecs	375000

AttributeTimeinSecs	1019636942 (10:29:02)

AttributeCallState	0

AttributeOtherQueue	'7912'

AttributeThisQueue	'7815'

AttributeThirdPartyDNRole	2

AttributeThirdPartyDN	'7651'

AttributeOtherDNRole	1

AttributeOtherDN	'7670'

AttributeThisDNRole	2

AttributeThisDN	'7815'

AttributeCustomerID	'Resources'

AttributeDNIS	'351'

AttributeConnID	006700dc00bc5001

AttributeCallID	575

AttributeCallType	1

04/24/02 10:29:02.375 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventDiverted sent to 612 ( regular Stat Server )

sent to 612 (Stat Server)

@10:29:02.3750 [0] 6.1.011.01 distribute_event: message EventRinging

AttributeTimeinuSecs	375000

AttributeTimeinSecs	1019636942 (10:29:02)

AttributeCallState	0

AttributeOtherQueue	'7912'

AttributeThisQueue	'7815'

AttributeOtherDNRole	1

AttributeOtherDN	'7670'

AttributeThisDNRole	2

AttributeThisDN	'7651'

AttributeCustomerID	'Resources'

AttributeDNIS	'351'

AttributeConnID	006700dc00bc5001

AttributeCallID	575

AttributeCallType	1

04/24/02 10:29:02.390 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventRinging sent to 620 ( regular DesktopToolkitX )

sent to 620 (DesktopToolkitX)

04/24/02 10:29:02.390 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventRinging sent to 612 ( regular Stat Server )

sent to 612 (Stat Server)

Call_info: call_id 575, conn_id 006700dc00bc5001 Internal

VDN=7912 routed_to=7651 ring@=7651

7670, role 1, state OH+(Dialing), id=1, Created:1019636933
7651, role 2, state ACD+(Ringing), queue=7815, id=2, Created:1019636942

** link[1] ** 10:29:02.4060

08 02 80 9B 62 96 1C 2E 91 A1 2B 02 01 02 02 01 95 40 23 08 02 81 90 0C 05 80 37 36 35 31 10 02 02 3F 6C 05 80 37 36 37 30 70 04 80 33 35 31 96 44 01 82 47 01 8B

=== parsed message ===

prot_discr = 8

CRV = 809b

MsgType = 98 (FACILITY)

Facility: serv_discr = 17(q932_suppl) fac_ie = component_tag = A1(INVOKE)

invoke_id tag: 02, value = 2

operation tag: 02, value = 149(EventReport)

params = q931_tag = 40

list =

Cause: code_std_loc = 1(CCITT_PubNetLocUsr) cause = 16(C_NORMAL C_AGT_STATE)

Connected_Number: type_plan = 0(unknown) address = 7651

Call_Id: call_id = 575

Calling_Party_Number: type_plan = 0(unknown) address = 7670

Called_Party_Number: type_plan = 0(unknown) address = 351

Party_Id: party_id = 2

Specific_Event: value = 11(Connected)

Party found: party_id = 2, DN = 7651

@10:29:02.4370 [0] 6.1.011.01 distribute_event: message EventEstablished

AttributeTimeinuSecs	437000

AttributeTimeinSecs	1019636942 (10:29:02)

AttributeOtherQueue	'7912'

AttributeThisQueue	'7815'

AttributeOtherDNRole	1

AttributeOtherDN	'7670'

AttributeThisDNRole	2

AttributeThisDN	'7651'

AttributeCustomerID	'Resources'

AttributeDNIS	'351'

AttributeConnID	006700dc00bc5001

AttributeCallID	575

AttributeCallType	1

04/24/02 10:29:02.437 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventEstablished sent to 620 ( regular DesktopToolkitX )

sent to 620 (DesktopToolkitX)

04/24/02 10:29:02.437 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventEstablished sent to 612 ( regular Stat Server )

sent to 612 (Stat Server)

@10:29:02.4530 [0] 6.1.011.01 distribute_event: message EventEstablished

AttributeTimeinuSecs	453000

AttributeTimeinSecs	1019636942 (10:29:02)

AttributeOtherQueue	'7912'

AttributeOtherDNRole	2

AttributeOtherDN	'7651'

AttributeThisDNRole	1

AttributeThisDN	'7670'

AttributeCustomerID	'Resources'

AttributeDNIS	'351'

AttributeConnID	006700dc00bc5001

AttributeCallID	575

AttributeCallType	1

04/24/02 10:29:02.453 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventEstablished sent to 612 ( regular Stat Server )

sent to 612 (Stat Server)

Call_info: call_id 575, conn_id 006700dc00bc5001 Internal

VDN=7912 routed_to=7651

7670, role 1, state ES+OH+(Established), id=1, Created:1019636933
7651, role 2, state ES+ACD+(Established), queue=7815, id=2, Created:1019636942

** link[1] ** 10:29:28.1400

08 02 80 9B 62 96 1C 21 91 A1 1E 02 01 02 02 01 95 40 16 08 02 81 90 0C 05 80 37 36 37 30 10 02 02 3F 96 44 01 81 47 01 84

=== parsed message ===

prot_discr = 8

CRV = 809b

MsgType = 98 (FACILITY)

Facility: serv_discr = 17(q932_suppl) fac_ie = component_tag = A1(INVOKE)

invoke_id tag: 02, value = 2

operation tag: 02, value = 149(EventReport)

params = q931_tag = 40

list =

Cause: code_std_loc = 1(CCITT_PubNetLocUsr) cause = 16(C_NORMAL C_AGT_STATE)

Connected_Number: type_plan = 0(unknown) address = 7670

Call_Id: call_id = 575

Party_Id: party_id = 1

Specific_Event: value = 4(Disconnect)

Party found: party_id = 1, DN = 7670

@10:29:28.1560 [0] 6.1.011.01 distribute_event: message EventReleased

AttributeTimeinuSecs	156000

AttributeTimeinSecs	1019636968 (10:29:28)

AttributeCallState	0

AttributeOtherQueue	'7912'

AttributeOtherDNRole	2

AttributeOtherDN	'7651'

AttributeThisDNRole	1

AttributeThisDN	'7670'

AttributeCustomerID	'Resources'

AttributeDNIS	'351'

AttributeConnID	006700dc00bc5001

AttributeCallID	575

AttributeCallType	1

04/24/02 10:29:28.171 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventReleased sent to 612 ( regular Stat Server )

sent to 612 (Stat Server)

Call_info: call_id 575, conn_id 006700dc00bc5001 Internal

VDN=7912 routed_to=7651

7670, role 1, state DELETED+ES+OH+(Released), id=1, Created:1019636933
7651, role 2, state ES+ACD+(Established), queue=7815, id=2, Created:1019636942

@10:29:28.1710 [0] 6.1.011.01 distribute_event: message EventOnHook

AttributeCustomerID	'Resources'

AttributeTimeinuSecs	171000

AttributeTimeinSecs	1019636968 (10:29:28)

AttributeCallID	575

AttributeThisDN	'7670'

04/24/02 10:29:28.171 Trace ctptwpl2 TServerAVAYA GCTI04542 Message EventOnHook sent to 612 ( regular Stat Server )

sent to 612 (Stat Server)

** link[1] ** 10:29:28.1710

08 02 80 93 62 96 1C 21 91 A1 1E 02 01 02 02 01 95 40 16 08 02 81 90 0C 05 80 37 36 35 31 10 02 02 3F 96 44 01 82 47 01 84

=== parsed message ===

prot_discr = 8

CRV = 8093

MsgType = 98 (FACILITY)

Facility: serv_discr = 17(q932_suppl) fac_ie = component_tag = A1(INVOKE)

invoke_id tag: 02, value = 2

operation tag: 02, value = 149(EventReport)

params = q931_tag = 40

list =

Cause: code_std_loc = 1(CCITT_PubNetLocUsr) cause = 16(C_NORMAL C_AGT_STATE)

Connected_Number: type_plan = 0(unknown) address = 7651

Call_Id: call_id = 575

Party_Id: party_id = 2

Specific_Event: value = 4(Disconnect)

** ts6.1.011.01[1] ** 10:29:28.1870

08 00 00 22 08 02 00 B9 64 96 1C 1A 91 A1 17 02 01 9F 02 01 8C 40 0F 96 49 05 81 37 38 31 B5 49 05 83 37 36 35 B1

=== parsed message ===

system · January 1, 1970, 12:00am

Look for the line starting with TARGETS in router log.

There you find the agents selected as a target and also why

they have been selected. If you won’t find it probably

hostased routing won against your Genesys strategy.

system · January 1, 1970, 12:00am

Well, this is a perfect example when PBX takes over:

your URS issues the following request:

@10:29:02.2030 [0] Received from 604 (Universal Routing Server): message RequestRouteCall

AttributeThisDN ‘7912’

AttributeConnID 006700dc00bc5001

AttributeOtherDN ‘30’ ← Other DN is 30

AttributeExtensions [110] 00 06 00 00..

‘DEFAULT#’ ‘7912’

‘CUSTOMER_ID’ ‘Resources’

‘AGENT’ ‘30’

‘PLACE’ ‘Place’

‘NVQ’ 1

‘TARGET’ ‘30@Stat Server.A’

AttributeRouteType RouteTypeUnknown

AttributeReferenceID 6

ts>route[CRV=1 <=> CRV=40]>link[1]

And your TServer tells POBX to do it.

Your PBX is then routes the call to…

@10:29:02.2810 [0] 6.1.011.01 distribute_response: message EventRouteUsed

AttributeTimeinuSecs 281000

AttributeTimeinSecs 1019636942 (10:29:02)

AttributeReferenceID 6

AttributeCallState 3

AttributeOtherQueue ‘7912’

AttributeThisQueue ‘7912’

AttributeThirdPartyDNRole 2

AttributeThirdPartyDN ‘30’ <–!!!

AttributeOtherDNRole 1

AttributeOtherDN ‘7670’

AttributeThisDNRole 2

AttributeThisDN ‘7912’

AttributeCustomerID ‘Resources’

AttributeDNIS ‘351’

AttributeConnID 006700dc00bc5001

AttributeCallID 575

AttributeCallType 1

Yes, it routes it to 30!

Of course then, the call is dropped to 7815…

Here is a really simple question… I noticed that your agent ID is 30. Looking at the rest of phone numbers, I quite frankly doubt that your agent is logged into DN#30… (As far I know, in G3 you cannot have the same numbers for agents and DNs)

Why is your URS telling agent to route the call to an agent number, and not DN?

Do you have “useagentid” option set to true by any chance?

Unless you want to route all the calls as ACD calls, you should not do it…