Workspace-Cannot Resolve Queue For submit error (Facebook outbound interaction)

Genesys Cloud Routing
1

Hello Dears,
I am configuring Facebook channel interactions entered successfully and interaction reach to agent on WDE normally with no errors but when I am trying to comment on any entered interaction it gives me the below error:

Cannot Resolve Queue For submit

please consider i have added wde options as below:

facebook.default-queue=Facebook Outbound Queue
facebook.outbound-queue=Facebook Outbound Queue

Do you have any idea to deal with this issue just keep in mind that i have a twitter channel and was have the same issue but whine i added the wde options of twitter it worked normally

Thanks in advance

2

And those Queues exist?
What does IXN mentions?

3

Hello cavagnaro
And those Queues exist?
Yes Exist

What does IXN mentions?
I see This error in IXN logs

2022-02-01T14:30:45.792 Trc 23102 Cannot resolve queue for submit while processing request ‘RequestSubmit’ from client 18:3020, reference id: 37
2022-02-01T14:30:45.792 Trc 26019 Sending message ‘EventError’ (‘126’) to client ‘Facebook_Test’ - Agent application:18:3020 through proxy ‘WDE_Digital_mosha’ - Proxy:17:3020, message attributes:
attr_ref_id [int] = 37
attr_prxy_client_id [int] = 18
attr_error_code [int] = 91
attr_error_desc [str] = “Cannot resolve queue for submit”

1 Like
4

Are you sure that the Queue has the exact same name? Seems IXN has no clue on that Queue. If you are 100% sure that names match, then try a IXN restart

1 Like
5

Hello cavagnaro

First of all Thank you for your interest
and here is the answers of your questions

Are you sure that the Queue has the exact same name?
Yes i am very sure.

Seems IXN has no clue on that Queue.
I agree with you however I see the queue name on IXN Logs as below

‘IN_TARGETS’
= (size=28)
‘Facebook Stop Queue’ [str] = “”
‘OUT_TARGETS’ = (size=32)
‘Facebook Outbound Queue’ [str] = “”

If you are 100% sure that names match, then try a IXN restart
I have done the restart with no change.

Thanks in advance

6

WDE has a connection to IXN, correct?

7

Hello

Yes it has.

Thanks

1 Like
8

These queues have a strategy attached, correct in the BP?
If so, in IXN logs you should see a log where IXN does a query to extract the first interactions from it.
Is it happening?

9

Hello cavagnaro

These queues have a strategy attached, correct in the BP?
Yes Correct

in IXN logs you should see a log where IXN does a query to extract the first interactions from it.
Is it happening?

I am not sure I understand you but in bellow the logs of ixn when i try to comment on an interaction let me know if you subsect any issues in this lines also if this not related with your question please do you have any keywords to search with in IXN logs also i can provide ixn log file throw a mail just if you want

2022-02-01T21:45:49.222 Trc 26015 Received message ‘RequestSubmit’ (‘101’) from client ‘WDE_Digital_mosha’ - Proxy:90:3952, message attributes:
attr_media_type [str] = “facebook”
attr_itx_type [str] = “Outbound”
attr_itx_subtype [str] = “OutboundReply”
attr_prnt_itx_id [str] = “045H6831Y5N8V001”
attr_tenant_id [int] = 1
attr_is_online [int] = 0
attr_received_at [str] = “0001-01-01T00:00:00Z”
attr_in_queues =
‘Facebook Outbound Queue’ [str] = “”
attr_out_queues [list, size (unpacked)=56] =
attr_user_data [list, size (unpacked)=8529] =
‘ServiceObjective’ [int] = 0
‘RVQDBID’ [str] = “722”
‘RTargetAgSelDBID’ [str] = “688”
‘RTargetPlSelDBID’ [str] = “647”
‘RTenantDBID’ [str] = “1”
‘CustomerSegment’ [str] = “default”
‘ServiceType’ [str] = “default”
‘Screen_Sentiment_ScreenRuleName’ [str] = “”
‘Screen_Sentiment_CtgName’ [str] = “”
‘Screen_Sentiment_CtgRelevancy’ [str] = “”
‘Screen_Actionability_ScreenRuleName’ [str] = “”
‘Screen_Actionability_CtgName’ [str] = “”
‘Screen_Actionability_CtgRelevancy’ [str] = “”
‘Classify_Sentiment_CtgName’ [str] = “”
‘Classify_Sentiment_CtgRelevancy’ [str] = “”
‘Classify_Sentiment_CtgId’ [str] = “”
‘Classify_Actionability_CtgId’ [str] = “”
‘Classify_Actionability_CtgRelevancy’ [str] = “”
‘Classify_Actionability_CtgName’ [str] = “”
‘IxnAlreadyCreatedInUCS’ [str] = “1”
‘RPVQID’ [str] = “RKEMHF81PH473B3HGH7MMUUI2S005BAD”
‘IW_OwnerId’ [int] = 688
‘desktop_ParentItxData’
= (size=4429)
‘_facebookComments’ [list] = (size=4)
‘_facebookXML’ [str] = “<com.genesyslab.mcr.facebook.monitor.ResultsStreamWithComments xmlns:xsi=“http://www.w3.org/2001/XMLSchema-instance” xmlns:xsd=“http://www.w3.org/2001/XMLSchema”>

<post__id>107124634230288_453923399550408</post__id>
<viewer__id>248146…” [truncated]
‘desktop_actionable’ [str] = “1”
‘desktop_sentiment’ [str] = “Neutral”
‘desktop_expand’ [str] = “1”
‘_umsChannelInfo’ [list] = (size=1226)
‘channel-facebook-egyptpost-service-test-monitor-generic’ [list] = (size=1162)
‘_facebookSourceId’ [str] = “107124634230288”
‘_facebookSourceNickName’ [str] = “IST Networks Customer Care”
‘_facebookSourceObjectType’ [str] = “com.genesyslab.mcr.facebook.fql.Page”
‘_facebookUserScreenName’ [str] = “IST Networks Customer Care”
‘_facebookUserName’ [str] = “IST Networks Customer Care”
‘_facebookUserImageURL’ [str] = “https://scontent-lcy1-1.xx.fbcdn.net/v/t1.6435-1/cp0/p50x50/87953430_107124760896942_7139464496224927744_n.png?_nc_cat=109&ccb=1-5&_nc_sid=dbb9e7&_nc_ohc=e_TiSmJGBRoAX-Nlaq9&_nc_ht=scontent-lcy1-1.xx&edm=AOf6bZoEAAAA&oh=00_AT8VVrfpuTkVfjMHqGPN7x2EqqaGTSjaY…” [truncated]
‘_facebookSourceXML’ [str] = “<com.genesyslab.mcr.facebook.fql.Page>
<page__id>107124634230288</page__id>
IST Networks Customer Care
<pic__small>https://scontent-lcy1-1.xx.fbcdn.net/v/t1.6435-1/cp0/p50x50/87953430_107124760896942_7139464496224927744_n.png?_nc_cat=109…” [truncated]
‘_facebookIsLiked’ [str] = “True”
‘_facebookIsHidden’ [str] = “null”
‘desktop_OutboundItxType’ [str] = “SolicitedComment”
‘desktop_OutboundCreatedAt’ [str] = “1643744749”
‘FromAddress’ [str] = “IST Networks Customer Care”
‘_umsFromAddr’ [str] = “107124634230288”
‘_umsInboundIxnSubmittedBy’ [str] = “S_DMS_P”
‘_umsChannelMonitor’ [str] = “channel-facebook-egyptpost-service-test-monitor-generic”
‘_umsChannel’ [str] = “channel-facebook-egyptpost-service-test”
‘_facebookSubmitType’ [str] = “comment”
‘_facebookPostId’ [str] = “107124634230288_453923399550408”
‘desktop_AgentEmployeeId’ [str] = “mosha”
‘Subject’ [str] = “Reply: Again Again”
‘ContactId’ [str] = “000BNaGV65HSYR6J”
attr_prxy_client_id [int] = 91
attr_ref_id [int] = 43

2022-02-01T21:45:49.222 Trc 23102 Cannot resolve queue for submit while processing request ‘RequestSubmit’ from client 91:3952, reference id: 43
2022-02-01T21:45:49.222 Trc 26019 Sending message ‘EventError’ (‘126’) to client ‘Facebook_Test’ - Agent application:91:3952 through proxy ‘WDE_Digital_mosha’ - Proxy:90:3952, message attributes:
attr_ref_id [int] = 43
attr_prxy_client_id [int] = 91
attr_error_code [int] = 91
attr_error_desc [str] = “Cannot resolve queue for submit”

Thanks for interest[/list][/list]

1 Like
10

You can search for something like this:

Dbg 25030 Database request sent: DAP:'DAP_IXN'(0), request id: '122098158', dbchannel stack id: '2', interaction id:'', sql statement: [select id,server_id,parent_id,tenant_id,is_online,is_locked,snapshot_place_id,state,queue,media_type,type,subtype,agent_id,agent_group_id,place_id,place_group_id,submitted_by,TO_CHAR(received_at, 'YYYY-MM-DD HH24:MI:SS') AS received_at_,TO_CHAR(submitted_at, 'YYYY-MM-DD HH24:MI:SS') AS submitted_at_,TO_CHAR(delivered_at, 'YYYY-MM-DD HH24:MI:SS') AS delivered_at_,TO_CHAR(placed_in_queue_at, 'YYYY-MM-DD HH24:MI:SS') AS placed_in_queue_at_,TO_CHAR(moved_to_queue_at, 'YYYY-MM-DD HH24:MI:SS') AS moved_to_queue_at_,workbin,destinations,TO_CHAR(abandoned_at, 'YYYY-MM-DD HH24:MI:SS') AS abandoned_at_,TO_CHAR(scheduled_at, 'YYYY-MM-DD HH24:MI:SS') AS scheduled_at_,cache,submit_seq,place_in_queue_seq,TO_CHAR(held_at, 'YYYY-MM-DD HH24:MI:SS') AS held_at_,TO_CHAR(assigned_at, 'YYYY-MM-DD HH24:MI:SS') AS assigned_at_,TO_CHAR(completed_at, 'YYYY-MM-DD HH24:MI:SS') AS completed_at_,assigned_to,external_id,priority,service_objective,mailbox,from_personal,from_address,subject from interactions where id in (select id from (select id from interactions where state = 0 and is_locked = 0 and queue = 'NDR' and tenant_id = 101 order by received_at, id) where rownum <= 200) order by received_at, id for update]

Of course, just search for your Queue name, in my case is “NDR”

1 Like
11

Hello cavagnaro,

I see the following requests with the same request id = “11702”
Note: Queue name in my case named = “Facebook Outbound Queue”

2022-02-02T05:01:26.587 Dbg 25030 Database request sent: DAP:‘IXN_DAP_ODBC’(4), request id: ‘11702’, dbchannel stack id: ‘0’, interaction id:‘(null)’, sql statement: [select top 200 id,server_id,parent_id,tenant_id,is_online,is_locked,snapshot_place_id,state,queue,media_type,type,subtype,agent_id,agent_group_id,place_id,place_group_id,submitted_by,received_at,submitted_at,delivered_at,placed_in_queue_at,moved_to_queue_at,workbin,destinations,abandoned_at,scheduled_at,cache,submit_seq,place_in_queue_seq,held_at,assigned_at,completed_at,assigned_to,external_id,priority,service_objective,facebookcommentid,facebookinbufferbeforetarget,facebookinqueueattarget,facebookpostid,twitterinbufferbeforetarget,twitterinqueueattarget,twittergroupid,dms_app_name,flexible_properties from interactions with (updlock) where state = 0 and is_locked = 0 and queue = ‘Facebook Outbound Queue’ and tenant_id = 1 order by received_at, id ]

2022-02-02T05:01:26.587 Dbg 25032 Database request executed: DAP:‘IXN_DAP_ODBC’(4), request id: ‘11702’, dbchannel stack id: ‘0’, interaction id:‘(null)’, sql statement: [select top 200 id,server_id,parent_id,tenant_id,is_online,is_locked,snapshot_place_id,state,queue,media_type,type,subtype,agent_id,agent_group_id,place_id,place_group_id,submitted_by,received_at,submitted_at,delivered_at,placed_in_queue_at,moved_to_queue_at,workbin,destinations,abandoned_at,scheduled_at,cache,submit_seq,place_in_queue_seq,held_at,assigned_at,completed_at,assigned_to,external_id,priority,service_objective,facebookcommentid,facebookinbufferbeforetarget,facebookinqueueattarget,facebookpostid,twitterinbufferbeforetarget,twitterinqueueattarget,twittergroupid,dms_app_name,flexible_properties from interactions with (updlock) where state = 0 and is_locked = 0 and queue = ‘Facebook Outbound Queue’ and tenant_id = 1 order by received_at, id ]

2022-02-02T05:01:26.587 Dbg 27124 No interactions selected (connection ID: 4, prototype: 4, request ID: 11702, interaction ID: ‘NULL’)

Thanks in advance

12

Imho, it looks more like WDE issue (attr_queue is missing) - did you check WDE logs?

13

Ok so IXN does have correctly mapped the Queue, we can discard a CfgServer issue.
As Kubig mentions, then we go back to WDE, can you please share the full fb options you have configured?

Also a WDE startup log would be great

14

Hello Dears,
Sorry for latency I’ve been busy with a long of tasks
so i will share Facebook configurations on WDE here below:

facebook.auto-answer=true
facebook.defaul-queue=Facebook Inbound Queue
facebook.outbound-queue=Facebook Outbound Queue
facebookprivatemessage.default-queue=Facebook Outbound Queue
facebookprivatemessage.outbound-queue=Facebook Outbound Queue
facebooksession.auto-answer=false

And Here Is All WDE Configuration Options
https://drive.google.com/file/d/1BwyTxpwdrrw_JO1ciyXmr5XJPjkdQRx_/view?usp=sharing

And Also WDE Startup log with one interaction id = 045G6Q31YAADA00H

https://drive.google.com/file/d/17VdscQ18x0OlIySqFJCQ_PsyE2HG4Kx0/view?usp=sharing

Thanks for interest

15

There is a type in FB WDE option “facebook.defaul-queue” - try to fix the name to the right value “facebook.default-queue”

16

OMG I checked on this million times without a note this typo

Thank you very much guys it works fine now