UserData disappears from call when routed to agent two times

Architect & Flows
1

Hi guys, I have a question.

I have 2 Routing points, on the first one I have loaded a strategy that attaches some userdata, and routes to an agent, displaying information about the call to the agent in a screenpop. This goes all fine, and the screenpop looks perfect, with all the data being displayed to the agent.

If that agent, for some reason, doesn’t answer the call in a set period of time, the phone is programmed to transfer the call back to another Routepoint where my second strategy is loaded. This strategy reuses the Userdata on the call, and routes to the same SkillGroup as it did in the first strategy. However, when the call gets routed to an agent from this strategy, there seems to be no UserData whatsoever attached to the call when it reaches the AgentDesktop(Custom made, ISDK). When I look in the URS logs, all the UserData that needs to be present at the time the agent answer, is there.

Have anyone experienced something like this before?

Regards,

Anders

PS! Will crosspost this in the Official Genesys Discussion Forum → Inbound Voice. :slight_smile:

2

Could you post URS log covering the whole call?

F

1 Like
3

Hi Fra,

thank you for the response.

This is in a production environment, and I have tons of logs with kind of sensitive data, so I won’t be able to upload the entire URS log, but I can, however, post some snippets from it, showing the UserData around the time of arrival at the second agent. This shows just the non-sensitive part of userdata, I have let out the part of UserData I have attached in the strategy:


received from 65254(--)Hostname:3010(fd=708) message EventRouteUsed
	AttributeReason	[14] 00 01 01 00..
		'RTR'	552
	AttributeCallState	0
	AttributeThisQueue	'13357'
	AttributeNetworkCallID	9899520
	AttributeCallType	2
	AttributeCallID	9834044
	AttributeConnID	015c01bd913f7246
	AttributeCallUUID	'RE3MRNN6PD55LE1RAIU2EP1A6805BAF1'
	AttributeUserData	[2360] 00 5F 00 00..
		'RTargetAgentGroup'	'?:Skill1 > 9 & Skill2 > 0'
		'RVQID'	'T894L42NHP3LJFSFGOTJN7888401LRGG'
		'RTargetTypeSelected'	'2'
		'RTargetRuleSelected'	''
		'RTargetObjectSelected'	'?:Skill1 > 9 & Skill2 > 0'
		'RTargetObjSelDBID'	''
		'RTargetAgentSelected'	'AB12345'
		'RTargetPlaceSelected'	'XXXXXX'
		'RTenant'	'Resources'
		'RStrategyName'	'MyStrategy'
		'RStrategyDBID'	'4649'
		'CBR-actual_volume'	''
		'CBR-Interaction_cost'	''
		'CBR-contract_DBIDs'	''
		'CBR-IT-path_DBIDs'	''
		'RRequestedSkillCombination'	''
		'RTargetRequested'	'?:Skill1 > 9 & Skill2 > 0'
	AttributeANI	'12345678'
	AttributeFirstTransferHomeLocation	'TServer_Switc1@Switch1'
	AttributeFirstTransferConnID	015c01bd913f7246
	AttributeFirstTransferOrigDN	'15931'
	AttributeLastTransferHomeLocation	'TServer_Switch1@Switch1'
	AttributeLastTransferConnID	015c01bd913f7246
	AttributeLastTransferOrigDN	'15931'
	AttributeCustomerID	'Resources'
	AttributeNetworkDestDN	'Switch1::15740'
	AttributeNetworkPartyRole	2
	AttributeExtensions	[45] 00 02 00 00..
		'OrigAddress'	'12345678'
		'OrigAddrType'	bin: 20 02
	AttributeThisDN	'13357'
	AttributeThisDNRole	2
	AttributeOtherDN	'12345678'
	AttributeOtherDNRole	1
	AttributeThirdPartyDN	'15740'
	AttributeThirdPartyDNRole	2
	AttributeTimeinSecs	1257508629 (12:57:09)
	AttributeTimeinuSecs	263000
	AttributeEventSequenceNumber	000000000093729b
	AttributeReferenceID	14759

12:57:09.263_T_I_015c01bd913f7246 [14:0c] EventRouteUsed(normal) is received for tserver TServer_Switch2[Switch2] (this dn=13357)
    _T_I_015c01bd913f7246 [14:0a] del DN (TServer_Switch2[Switch2] 13357) truly(ref.id=14759)
    _T_I_015c01bd913f7246 [14:0a] there is no DNs for call, delivering in progress
request to 65254(--) message RequestDistributeEvent
	AttributeFirstTransferConnID	015c01bd913f7246
	AttributeFirstTransferHomeLocation	'TServer_Switch1@Switch1'
	AttributeFirstTransferOrigDN	'15931'
	AttributeLastTransferConnID	015c01bd913f7246
	AttributeLastTransferHomeLocation	'TServer_Switch1@Switch1'
	AttributeLastTransferOrigDN	'15931'
	AttributeCallUUID	'RE3MRNN6PD55LE1RAIU2EP1A6805BAF1'
	AttributeTimeout	60
	AttributeExtensions	[197] 00 07 00 00..
		'SIGNATURE'	'router'
		'NAME'	'URServer2'
		'VERSION'	'Version: 7.6.001.06'
		'CLUSTER'	'URServer2'
		'VQID'	'T894L42NHP3LJFSFGOTJN7888401LRGG'
		'Location'	'Switch2'
		'CallUUID'	'RE3MRNN6PD55LE1RAIU2EP1A6805BAF1'
	AttributeReason	[14] 00 01 01 00..
		'RTR'	552
	AttributeUserData	[2360] 00 5F 00 00..
		'RRequestedSkills'(list) 
		'CustomerSegment'	'default'
		'ServiceType'	'default'
		'ServiceObjective'	''
		'RTargetAgentGroup'	'?:Skill1 > 9 & Skill2 > 0'
		'RVQID'	'T894L42NHP3LJFSFGOTJN7888401LRGG'
		'RTargetTypeSelected'	'2'
		'RTargetRuleSelected'	''
		'RTargetObjectSelected'	'?:Skill1 > 9 & Skill2 > 0'
		'RTargetObjSelDBID'	''
		'RTargetAgentSelected'	'AB12345'
		'RTargetPlaceSelected'	'XXXXXX'
		'RTenant'	'Resources'
		'RStrategyName'	'My_Strategy'
		'RStrategyDBID'	'1234'
		'CBR-actual_volume'	''
		'CBR-Interaction_cost'	''
		'CBR-contract_DBIDs'	''
		'CBR-IT-path_DBIDs'	''
		'RRequestedSkillCombination'	''
		'RTargetRequested'	'?:Skill1 > 9 & Skill2 > 0'
	AttributeThirdPartyDNRole	2
	AttributeThirdPartyDN	'15740'
	AttributeOtherDNRole	1
	AttributeOtherDN	'12345678'
	AttributeThisDNRole	2
	AttributeThisQueue	'MyVQ'
	AttributeThisDN	'MyVQ'
	AttributeCallType	2
	AttributeCallID	9834044
	AttributeConnID	015c01bd913f7246
	AttributeCustomerID	'Resources'
	AttributeReferenceID	4294967295
	AttributeUserEvent	EventDiverted

Short story:

Call arrives at RP on Switch1. Gets routed via strategy1 to AgentA on switch2, AgentA doesn’t answer and the calls gets transferred back to RP on Switch2 where Strategy2 reads userdata, and routes the call to a new agent, AgentB, based on the existing userdata with some logic. AgentB’s extension is located on switch1, and now the UserData is gone. (At least for the Agent Desktop). By looking in the URS logs I can see that all the UserData seems to be present when reaching the agent, but, as I wrote earlier, the AgentDesktop doesn’t seem to "find"it?

This second strategy just reuses the attributes in the userdata attached in the previous strategy, I have also tried to reattach the userdata in the second strategy, but none of them will display or even arrive on the Agent Desktop application. We are using GIS/AiL and the desktop is built on ISDK.

Appreciate any suggestions and ideas. :slight_smile:

Regards,

Anders

2 Likes
4

second EventRouteUsed is not enough. I’ve think we won’t be able to help you if you don’t post more relevant part of log, especially from URS.

5

Hello Anders,

Event I do understand your reasons it’s quite hard to help you without logs. However, I would recommend you to check ISCC configuration in the direction switch2 → switch1. It seems to me that ISCC configuration is incorrect thus T-Server for switch2 doesn’t provide UserData to T-Server for switch1 in case call is rerouted to AgentB due no-answer by AgentA. It is necessary to check T-Server log instead of URS log as URS isn’t responsible for UserData transfer.

R.