Tek-Tips is the largest IT community on the Internet today!

Members share and learn making Tek-Tips Forums the best source of peer-reviewed technical information on the Internet!

  • Congratulations gkittelson on being selected by the Tek-Tips community for having the most helpful posts in the forums last week. Way to Go!

CTI GROUP

Status
Not open for further replies.

cuneyt2919

Technical User
Mar 9, 2004
103
TR
Hi,
We use Genesys T server 6.5 ERS solution..
4029 is configured as CTI group (Routing Point on Genesys side) and ERS server monitors this DN and deflects calls to the ODNs.. There is no problem when i call 4029 internally. First 4029 rings and it deflects to an ODN.
But when a customer call comes from PSTN, the call is queued on 4029.

I mean the problem is ERS can route calls when a call comes internally, but if the call comes, from PSTN the call is queued on CTI group and never diverted...

Does anybody know the reason of it
Thanks
Regards
 
You can try to solve this problem diverting the incoming from and extension to the ACD group.
 
lclaro,
would you please tell me which DN will be diverted to whic DN?

4029 is CTI group
5040 is ODN
4061 is my ODN which is not related with 4029
when i call 4029 from 4061, it works properly and diverts the call to 5040

But when i call 4029 externally -calling from PSTN side- 4029 never diverts my call...

So which extension will be diverted to which one..
Rgrds.
 
There should be no problem to get this to work. Wich version of MD/Application link do you use??

Start the AL trace and make the call and you will se if genesys answer to the queued event and what it tries to do.

Good luck
Fredrik
 
Hi fidde
we did it, we use AL sp8 and we sent the Trace logs to Ericsson Center and they recommended us the SP9..
Actually i don't believe it'r related with SP9 because i read the instruction and saw nothing related with this problem. Also genesys T server doesn't support sp9.. So there is a conflict on both vendors.

On trace logs,
it gives some errors, for the CTI group (4029) and also the IVR ports which route the calls to routing points..
Here are some errors that i saw in the logs -67279 is cas extension used for IVR connection-

Sending Event (negativeResp) for device (67279) : 1
<Result>
Time: Thu Apr 15 16:02:55.339 2004

InvokeId: 9797
value UniversalFailure ::= systemResourceErrors : 6

Sending Event (negativeResp) for device (4029) : 6
<Result>
Time: Thu Apr 15 16:03:08.964 2004

InvokeId: 9815
value UniversalFailure ::= systemResourceErrors : 6
<Switch Data>
Thu Apr 15 16:03:09.089 2004
4.0.8.809 Switch data on IP Address 10.21.16.2
READ: a0 00 27 55 02 00 6e 73 12 ff 0f 01 ff ff ff 07 42 04 37 f7
ff ff ff ff ff ff 63 03 17 04 04 92 ff ff ff ff ff ff ff ff
00 ff ff ff ff ff ff ff ff ff ff 00 ff ff ff ff ff ff ff ff
ff ff
 
Hard to say what happen you see the fault has a invokeid:
InvokeId: 9815
This relate to the request so wee need to see the ruquest that preceds this fault to get a clue. So if you past that we take a look again.

Fredrik
 
Hi, hope this helps to fix it,

InvokeId: 9815
value DivertCallArgument ::= divertInfo : deflect :
{
callToBeDiverted
{
call 855602,
device staticID : dialingNumber : "4029"
},
newDestination deviceIdentifier : deviceIdentifier : dialingNumber : "5206"
}
<Success>
Thu Apr 15 16:03:08.683 2004
- Sending request (divertCall) to ML : 1
<Success>
Thu Apr 15 16:03:08.683 2004
- Returning after sending request (15) to commQueue in hdlrq_wq.cpp
<Success>
Thu Apr 15 16:03:08.683 2004
- Commmain Reading request (divertCall)
<Switch Data>
Thu Apr 15 16:03:08.698 2004
4.0.8.809 Switch data on IP Address 10.21.16.2
WRITE: 09 00 27 55 02 00 6e 73 00 00 04 25 60 ff ff ff ff ff ff ff
ff
<Success>
Thu Apr 15 16:03:08.698 2004
- Waiting for Request
<Switch Data>
Thu Apr 15 16:03:08.730 2004
4.0.8.809 Switch data on IP Address 10.21.16.11
READ: a0 00 10 85 15 ff ff ff 01 01 0f 0b ff ff ff
<Success>
Thu Apr 15 16:03:08.730 2004
- Posting Queue Msg
<Success>
Thu Apr 15 16:03:08.730 2004
- ADN/ODN flag = 1
- [SU]DTS(Type=0,Id=5428,Line=0):State={0,-1}->StateUp(NewState={1,1})
<Success>
Thu Apr 15 16:03:08.730 2004
- Device 5428 -- Line= 0, oldState= 0, newState= 1, oldsubState= -1, newsubState= 1 subState=1, CallOrder=0, atsOverAllState= -1
<Success>
Thu Apr 15 16:03:08.730 2004
- Sending Event (servInitiated) for device (5428) : 1
<Event>
Time: Thu Apr 15 16:03:08.745 2004

CrossRefId: 2508
value ServiceInitiatedEventInfo ::=
{
initiatedConnection
{
call 855603,
device staticID : dialingNumber : "5428"
},
localConnectionInfo 1
}
<Switch Data>
Thu Apr 15 16:03:08.808 2004
4.0.8.809 Switch data on IP Address 10.21.16.10
READ: a0 00 38 74 06 ff ff ff 00 ff 0f 00 ff ff ff
<Success>
Thu Apr 15 16:03:08.808 2004
- Posting Queue Msg
<Success>
Thu Apr 15 16:03:08.808 2004
- [SU]ATS(Type=3,Id=69858,OAS=1,Act=0)->StateUp(NewState={0,-1},CW_INQ=0)->AnalogStateList
<Success>
Thu Apr 15 16:03:08.808 2004
- Device 69858 -- Line= 0, oldState= 4, newState= 0, oldsubState= 40, newsubState= -1 subState=40, CallOrder=0, atsOverAllState= 1
<Success>
Thu Apr 15 16:03:08.808 2004
- Sending Event (connCleared) for device (69858) : 1
<Success>
Thu Apr 15 16:03:08.808 2004
- Device 69858 -- Line= 0, oldState= 0, newState= 0, oldsubState= 40, newsubState= -1 subState=-1, CallOrder=0, atsOverAllState= 0
<Success>
Thu Apr 15 16:03:08.808 2004
- Device 69858 -- Line= 0, oldState= 0, newState= 0, oldsubState= -1, newsubState= 0 subState=0, CallOrder=0, atsOverAllState= 0
<Success>
Thu Apr 15 16:03:08.808 2004
- Device 69858 -- Line= 1, oldState= 0, newState= 0, oldsubState= 0, newsubState= 0 subState=0, CallOrder=0, atsOverAllState= 0
<Success>
Thu Apr 15 16:03:08.808 2004
- Device 69858 -- Line= 2, oldState= 0, newState= 0, oldsubState= 0, newsubState= 0 subState=0, CallOrder=0, atsOverAllState= 0
<Event>
Time: Thu Apr 15 16:03:08.808 2004

CrossRefId: 2066
value ConnectionClearedEventInfo ::=
{
droppedConnection
{
call 855083,
device staticID : dialingNumber : "69858"
},
releasingDevice deviceIdentifier : deviceIdentifier : dialingNumber : "69858",
localConnectionInfo 0
}
<Switch Data>
Thu Apr 15 16:03:08.948 2004
4.0.8.809 Switch data on IP Address 10.21.16.2
READ: a6 09 00 27 55 02 00 6e 73 00 ff ff ff ff ff
<Success>
Thu Apr 15 16:03:08.964 2004
- Posting Queue Msg
<Warning>
Thu Apr 15 16:03:08.964 2004
- NACK: Blocked or Line-Locked-Out
<Success>
Thu Apr 15 16:03:08.964 2004
- Sending Event (negativeResp) for device (4029) : 6
<Result>
Time: Thu Apr 15 16:03:08.964 2004

InvokeId: 9815
value UniversalFailure ::= systemResourceErrors : 6
<Switch Data>
Thu Apr 15 16:03:09.089 2004
4.0.8.809 Switch data on IP Address 10.21.16.2
READ: a0 00 27 55 02 00 6e 73 12 ff 0f 01 ff ff ff 07 42 04 37 f7
ff ff ff ff ff ff 63 03 17 04 04 92 ff ff ff ff ff ff ff ff
00 ff ff ff ff ff ff ff ff ff ff 00 ff ff ff ff ff ff ff ff
ff ff
<Success>
Thu Apr 15 16:03:09.089 2004
- Posting Queue Msg
<Success>
Thu Apr 15 16:03:09.089 2004
- [SU]ACD(Type=5,Id=4029)->StateUp(NewState={18,-1},NumInQ=1)
<Success>
Thu Apr 15 16:03:09.089 2004
- Device 4029 -- qid=0?£, oldState= 18, newState= 18, SubState= -1
<Success>
Thu Apr 15 16:03:09.089 2004
- [NU]ACD(Type=5,Id=4029)->NumberUp(Type=7,Num=4029,NumInQ=1,Div=15)
<Success>
Thu Apr 15 16:03:09.089 2004
- [NU]ACD(Type=5,Id=4029)->NumberUp(Type=5,Num=2440737,NumInQ=1,Div=15)
<Switch Data>
Thu Apr 15 16:03:09.230 2004
4.0.8.809 Switch data on IP Address 10.21.16.16
READ: a0 00 06 99 0c ff ff ff 00 ff 0f 0f ff ff ff
<Success>
Thu Apr 15 16:03:09.230 2004
- Posting Queue Msg
<Success>
Thu Apr 15 16:03:09.230 2004
- ADN/ODN flag = 1
- [SU]DTS(Type=1,Id=69554,Line=0):State={3,1}->StateUp(NewState={0,-1})
<Success>
Thu Apr 15 16:03:09.230 2004
- Device 69554 -- Line= 0, oldState= 3, newState= 0, oldsubState= 1, newsubState= -1 subState=-1, CallOrder=1, atsOverAllState= -1
<Success>
Thu Apr 15 16:03:09.230 2004
- Sending Event (connCleared) for device (69554) : 1
<Event>
Time: Thu Apr 15 16:03:09.245 2004

CrossRefId: 1520
value ConnectionClearedEventInfo ::=
{
droppedConnection
{
 
Hi all,
I fixed the problem by changing SERV parameter of ODN,
When the ODN was blocked to DID traffic, it was impossible for CTI group to divert the PSTN call to this ODN, but when i changed the ODN "open for DID traffic in 5 th of SERV parameter. NOw the routing point iwas able to divert the call to this ODN...

Rgrds.
 
Status
Not open for further replies.

Part and Inventory Search

Sponsor

Back
Top