janniepeens
Vendor
Hey Guys.
We have a accs server running for a callcentre. calls are working fine excepts when a caller hangs up the call. The call drops on the agent side and caller side and the agent toolbar goes back to ready state as expected, but if you have the wallboard open it shows the agent is still on a call, the agent cant receive calls either. if the agent drops the call and not the caller the status on the wallboard behaves as expected by going back to ready state and he can receive calls again.
the agent has to log out and back in to go to ready state. just going to not ready and ready again does not work.
I ran a wireshark trace thinking that the server is not receiving the "bye" but it does and it ack's the bye as well.
I don't think this is a signaling issue, maybe cti?
Any idea's where to start troubleshooting this.
the ccms-tsm_srv logfile shows me the following errors
"tsm_exec.exe": 2014-08-28 10:30:10.731 tsmSvrCallStateSet(): Call not found in the Call Table. Now attempting to create the call. Call Id = 37496874, Call State = 5.
"tsm_exec.exe": 2014-08-28 10:30:10.731 tsmSvrCallStateSet(): New call object inserted successfully in the Call Table. Call Id = 37496874, Call State = 5, Revert On Failure = 0
"tsm_exec.exe": 2014-08-28 10:30:10.731 tsmSvrCallStateSet(): Call State = 4 has been updated successfully for Call Id = 37496874.
"tsm_exec.exe": 2014-08-28 10:30:14.094 tsmSvrCallDestroy(): Call Id = 37496874 with Call State = 4 is being removed finally.
"tsm_exec.exe": 2014-08-28 10:30:14.111 svrCall_DeviceRemove: REMOVE_FAILED
We have a accs server running for a callcentre. calls are working fine excepts when a caller hangs up the call. The call drops on the agent side and caller side and the agent toolbar goes back to ready state as expected, but if you have the wallboard open it shows the agent is still on a call, the agent cant receive calls either. if the agent drops the call and not the caller the status on the wallboard behaves as expected by going back to ready state and he can receive calls again.
the agent has to log out and back in to go to ready state. just going to not ready and ready again does not work.
I ran a wireshark trace thinking that the server is not receiving the "bye" but it does and it ack's the bye as well.
I don't think this is a signaling issue, maybe cti?
Any idea's where to start troubleshooting this.
the ccms-tsm_srv logfile shows me the following errors
"tsm_exec.exe": 2014-08-28 10:30:10.731 tsmSvrCallStateSet(): Call not found in the Call Table. Now attempting to create the call. Call Id = 37496874, Call State = 5.
"tsm_exec.exe": 2014-08-28 10:30:10.731 tsmSvrCallStateSet(): New call object inserted successfully in the Call Table. Call Id = 37496874, Call State = 5, Revert On Failure = 0
"tsm_exec.exe": 2014-08-28 10:30:10.731 tsmSvrCallStateSet(): Call State = 4 has been updated successfully for Call Id = 37496874.
"tsm_exec.exe": 2014-08-28 10:30:14.094 tsmSvrCallDestroy(): Call Id = 37496874 with Call State = 4 is being removed finally.
"tsm_exec.exe": 2014-08-28 10:30:14.111 svrCall_DeviceRemove: REMOVE_FAILED
