Extensions not in sync after TServer restart

[vma]

Hello,

I have an environment with Avaya PBX (AES Avaya) - Genesys TServer (TSAPI). The agents phones are Avaya also. All is good until I restart the TServer. Even if after that I restart StatServer also I still see all agents in CCPulse or statistics in URS as LoggedIn but I cannot see if they are ready or not.

After I searched in documentation I found in StatServer User's Guide this phrase:
[i]"When the Monitored action starts at a switch’s DNs, Stat Server expects to
receive the EventRegistered TEvent for every DN. [b]If Stat Server receives an
error instead of EventRegistered for a particular DN, Stat Server waits for any
non-error event on behalf of this DN before resuming normal handling of event
processing on this DN[/b]."[/i]

And it seems it works. Even taking phone off hook it's enough to send a valid event so that extension is synchronized and I see the current status in CCPulse as I should. Still I cannot ask 400 agents "please all pick up receiver and put it back".

So now the question: Is there anything I can do to synchronize the extensions with the StatServer after TServer restart without asking for any actions from the agents. I want to be transparent for them cause I use HA and shouldn't interfere with everyday work.

Kind regards,
Mihai

[René]

Hi Mihai,

Your description is a bit confusing to me. You wrote that HA is used but restart of TServer leads to described issue. Should not backup TServer take over in such situation?

Anyway, I would recommend you reading the Query-Agent-State  section in TServer's Deployment Guide as it may help you IMHO.

R.

[vma]

Hi René,
Thank you again for your answer.

TServers are configured for hot standby but for the moment the backup is stopped due to different reasons.
Anyway if there would not be a HA in place I don't understand why do I have to make a move on the phone to be synchronized with the StatServer after restarting TServer?

query-agent-work-mode is on-timer, Enable-query-on-timer is true  and all timers are set to 3 sec.

Thank you,
Mihai

[René]

Hi Mihai,

Is TServer able to register successfully the Avaya extensions after restart? If it does then EventRegistered event should be send out by TServer so StatServer should be 'happy'.

TServer should try to re-register DN if previous attempt has failed. Check values of the 'max-attempts-to-register' and 'out-of-service-retry-interval' options.

R.

[vma]

Hello again René,

the StatServer receives corectly the EventRegistered from TServer but puts the extension on status LoggedIn. Only after an EventOffHook will switch it to WaitForNextCall status. here are some snippets from the log files. If needed I can make some clean log files and attach them here.
[quote]
16:34:22.722 Int 04543 Interaction message "EventRegistered" received from 65203 ("TServer_AvayaTSAPI_B")
2011-03-30 16:34:22> Server: Switch 'COLT_AVAYA_SWITCH'->'EventRegistered'
ReferenceID 449
ThisDN '55852'
Agent LoginID '10451'
Extensions
  'AgentStatus' '2'
  'queue-1' '50010'
  'AgentStatusTimestamp' '1301495654'
  'AgentStatusReliability' '0'
  'AgentLoginTimestamp' '1301495654'
  'AgentLoginReliability' '0'
  'AgentSessionID' '8965H8MEOH7JTCQQ5AFQF3D2L4000006'
  'AgentWorkMode' '2'
  'mwl' '0'
  'fwd' 'off'
  'status' '-1'
2011-03-30 16:34:22> Server: Linking Agent '10451'('Resources') to Place 'Place_55852'('Resources')
2011-03-30 16:34:22> Action: ACDQueue '50010@COLT_AVAYA_SWITCH' dns[ login: 1 active: 1 ready: 0 ], agents[ login: 1 active: 1 ready: 0 ]
2011-03-30 16:34:22> Init: Capacity rule 'Default_Voice_interactions_always_allowed' automatically assigned to agent '10451'
2011-03-30 16:34:22> Action: Extension '55852@COLT_AVAYA_SWITCH'([b]LoggedIn[/b]):
[2011-03-30 16:34:22] Monitored
[2011-03-30 16:34:22] WaitForNextCall
[2011-03-30 16:34:22] LoggedIn
2011-03-30 16:34:22> Status: Capacity snapshot for place 'Place_55852'('Resources'), agent '10451'('Resources') (CR='Default_Voice_interactions_always_allowed')
  media_state    current_number  max_number      routable     
  --------------- --------------- --------------- ---------------
[ NR              0              1              0              ] <-- voice
[/quote]

Waited from some minutes here hoping the sync is done after some while but there has been no change in status so we picked the phone off hook.

  [quote]
16:44:23.913 Int 04543 Interaction message "EventOffHook" received from 65203 ("TServer_AvayaTSAPI_B")
2011-03-30 16:44:23> Server: Switch 'COLT_AVAYA_SWITCH'->'EventOffHook'
ThisDN '55852'
2011-03-30 16:44:23> Action: ACDQueue '50010@COLT_AVAYA_SWITCH' dns[ login: 1 active: 1 ready: 1 ], agents[ login: 1 active: 1 ready: 0 ]
2011-03-30 16:44:23> Action: ACDQueue '50010@COLT_AVAYA_SWITCH' dns[ login: 1 active: 1 ready: 1 ], agents[ login: 1 active: 1 ready: 1 ]
2011-03-30 16:44:23> Action: ACDQueue '50010@COLT_AVAYA_SWITCH' dns[ login: 1 active: 1 ready: 0 ], agents[ login: 1 active: 1 ready: 1 ]
2011-03-30 16:44:23> Action: ACDQueue '50010@COLT_AVAYA_SWITCH' dns[ login: 1 active: 1 ready: 0 ], agents[ login: 1 active: 1 ready: 0 ]
2011-03-30 16:44:23> Action: Extension '55852@COLT_AVAYA_SWITCH'(OffHook):
[2011-03-30 16:34:22] Monitored
[2011-03-30 16:34:22] LoggedIn
[2011-03-30 16:35:26] WaitForNextCall
[2011-03-30 16:44:23] OffHook
2011-03-30 16:44:23> Status: Capacity snapshot for place 'Place_55852'('Resources'), agent '10451'('Resources') (CR='Default_Voice_interactions_always_allowed')
  media_state    current_number  max_number      routable     
  --------------- --------------- --------------- ---------------
[ NR              0              1              0              ] <-- voice
2011-03-30 16:44:23> Status:  Agent '10451'([2011-03-30 16:44:23] OffHook)
  Place 'Place_55852'([2011-03-30 16:44:23] OffHook)
    Extension '55852@COLT_AVAYA_SWITCH'([2011-03-30 16:44:23] OffHook)
2011-03-30 16:44:23> Client: Sending message to URS_P(1620)
2011-03-30 16:44:23> Client: Message 'Info' [stats:0x1e94ce0]
'LONG_VALUE' 0
'TM_LENGTH' 0
'TM_SERVER' 1301496263
'USER_REQ_ID' 0
'REQ_ID' 227
2011-03-30 16:44:23> Client: Sending message to URS_B(1644)
2011-03-30 16:44:23> Client: Message 'Info' [stats:0x1e94ce0]
'LONG_VALUE' 0
'TM_LENGTH' 0
'TM_SERVER' 1301496263
'USER_REQ_ID' 0
'REQ_ID' 9
16:44:25.882 Int 04543 Interaction message "EventOnHook" received from 65203 ("TServer_AvayaTSAPI_B")
2011-03-30 16:44:25> Server: Switch 'COLT_AVAYA_SWITCH'->'EventOnHook'
ThisDN '55852'
2011-03-30 16:44:25> Action: ACDQueue '50010@COLT_AVAYA_SWITCH' dns[ login: 1 active: 1 ready: 1 ], agents[ login: 1 active: 1 ready: 0 ]
2011-03-30 16:44:25> Action: ACDQueue '50010@COLT_AVAYA_SWITCH' dns[ login: 1 active: 1 ready: 1 ], agents[ login: 1 active: 1 ready: 1 ]
2011-03-30 16:44:25> Action: Extension '55852@COLT_AVAYA_SWITCH'([b]WaitForNextCall[/b]):
[2011-03-30 16:34:22] Monitored
[2011-03-30 16:34:22] LoggedIn
[2011-03-30 16:35:26] WaitForNextCall
[2011-03-30 16:44:25] OnHook
2011-03-30 16:44:25> Status: Capacity snapshot for place 'Place_55852'('Resources'), agent '10451'('Resources') (CR='Default_Voice_interactions_always_allowed')
  media_state    current_number  max_number      routable     
  --------------- --------------- --------------- ---------------
[ R              0              1              1              ] <-- voice
[/quote]

Thank you,
Mihai

[René]

Hi Mihai,

That's strange as T-Server reports agent's status correctly - key 'AgentStatus' in Extensions collection equals '2' = Ready. It looks like to be a bug in StatServer as it should use this value according to 'DN Actions at Newly Registered DNs' chapter in the Stat Server User's Guide. I would recommend you contacting Genesys Support in this case.

R.

[vma]

Even if Genesys said it's a normal behavior that after a T-Server restart the status of the agents is not known until a relog, I upgraded the StatServers to 8.0 and apparently it's working now. I made a few tests and all is well. Despite 1 minute of disconnected message in GAD, the TServer restart is transparent for the user. I'm happy with this.

Thank you,
Mihai