MobileDestNumber issue

[ladislau.keresztes]

Hello,

I'm new in Genesys and i have a strange issue.

I have three phone numbers, from three different providers, and are routed to a routing point. On this RP I loaded a script that play announcement and in case if the agents are not login, all the calls are forwarded to a mobile phone "MobileDestNumber".

So, for the first and second phone number, the calls are forwarded to mobile phone, in case the agents are not loged in.
For the third phone number the forward doesn't work. I don't understand why, because all the three phone numbers are using the same script.

I put a part of the log from Tserver:

@14:18:38.1610 [gctmi] Party [006b01e865364f2a:1155,s800,tRP,rDST,lINT] processError
@14:18:38.1610 [gctmi] request RequestRouteCall removed from reqMgr
@14:18:38.1610 [0] 7.6.008.02 send_to_client: message EventError
(Invalid Destination DN)
AttributeEventSequenceNumber 0000000000151717
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 161000
AttributeTimeinSecs 1302175118 (14:18:38)
AttributeErrorMessage 'destination invalid'
AttributeErrorCode 415
AttributeCallID 30750420
AttributeConnID 006b01e865364f2a
AttributeThisDN '1155'
AttributeReferenceID 24882
2011-04-07T14:18:38.161 Int 04545 Interaction message "EventError" sent to 380 ("URS1")
IID:006B01E865364F2A
TDN:1155
OPER:52


Can somebody give an idea how to solve this?

[cavagnaro]

The error is very clear, the number you are dialing (TRoute?) is not being understood by your PBX.

[ladislau.keresztes]

Hello,

Thank you for your support.

I don't understand "The error is very clear, the number you are dialing (TRoute?) is not being understood by your PBX."

So, i have the 3 phone numbers 2050, 4050 and 5050, these are routed to 1155 RP, i uploaded a strategy script "if the agents are busy or are not logged in, forward the calls to mobile number".

For the 2050 and 4050 the forward is working, if the agents are not logged in or they are busy.

All the 3 phone numbers are using the same routing strategy, the same routing point 1155.

So, when i call to 2050 or 4050 or 5050 is routing my calls to the agents, if they are logged out , the calls are forwarded to the mobile number.

For 5050 if the agents are not busy the strategy is working, if they are busy or logged in, the call enter in IVR, play the announcements and hung up the call, the forward doesn't work.

[Timur Karimov]

[quote author=ladislau.keresztes link=topic=6344.msg27685#msg27685 date=1303109609]
So, i have the 3 phone numbers 2050, 4050 and 5050[/quote]

where these numbers have been configured? did you have coresponded DN in you config? how u transfer the call to these number? describe you envirovment more clarify

[ladislau.keresztes]

CUCM:

The phone numbers are created in CUCM and associated with CTI port.

The 1155 is created in CUCM  as CTI Route point.

The phone numbers are forwarded to 1155 which has corresponded in Configuration Manager.

Configuration Manager:

In Tenant -> Switches -> CiscoCM -> DN’s ->  was created 1155 routing point and a group with extensions and a group with agents login id’s.
In Tenant -> Places -> was created a group with hosts and associated with extensions.
In Tenant -> Agents Groups -> was created a group with agents and associated with login id’s.

how u transfer the call to these number?

Practically the calls arrived to these numbers are forwarded to 1155.

On this 1155 routing point in IRD Is loaded a strategy that search “TargetSelection” the agents group CFGAgentGroup “Group” and delivery the calls to available agent. In case the agents are not logged in , the calls are forwarded to a mobile phone “TRoute[sMobileDest,'',RouteTypeUnknown,'']”.

[cavagnaro]

As said:

[quote]
TRoute[sMobileDest,'',RouteTypeUnknown,'']
[/quote]

Check that sMobileDest value.

[ladislau.keresztes]

for the other 2 phone numbers the "sMobileDest" is working, what can i check?

[René]

Hi Ladislau,

I assume that 'Invalid destination DN' error is returned by your switch so you should check CCM configuration. It's possible that calls arriving through trunk to 3rd provider cannot be transferred or destination number is outside calling plan assigned to this trunk.

Genesys T-Server is just a client of CCM and the operations like transfer are executed by CCM.

R.

[ladislau.keresztes]

Hello,

Thank you very much for all of you.

I made another test and i checked again the Tserver and URS's logs, and i found out that in URS log i have an error "error in strategy: 0013 Remote error" that means "0013 Remote Error—error/unknown message from DB Server".

I put a part of the log.

"received from 65209(--)CTIINBOUND01:3000(fd=376) message EventError
(Invalid Destination DN)
AttributeReferenceID 14703
AttributeThisDN '1155'
AttributeConnID 006b01e86537bde8
AttributeCallID 30967191
AttributeErrorCode 415
AttributeErrorMessage 'destination invalid'
AttributeTimeinSecs 1303217301 (15:48:21)
AttributeTimeinuSecs 505000
AttributeCustomerID 'Resources'
AttributeEventSequenceNumber 0000000000299005
2011-04-19T15:48:21.505_T_E_ [14:0c] EventError is received for tserver TS_CCM_1[CiscoCM] - destination invalid
2011-04-19T15:48:21.505_A_E_006b01e86537bde8 [14:32] <-----------ERROR
    _T_W_006b01e86537bde8 [0E:0f] emergency: go to error handling on this error
2011-04-19T15:48:21.505_I_I_006b01e86537bde8 [09:05] >>>>>>>>>>>>resume interpretator(0)
    _I_E_006b01e86537bde8 [09:05] error in strategy: 0013 Remote error"

Any idea?

[René]

Ladislau,

DB error occurs after Cisco returns error 'Invalid Destination DN' so it isn't related. As I wrote in my previous post, you shall check why Cisco doesn't accept call transfer to defined number...

R.

[Timur Karimov]

Ladislau,
with out full log...i just can advise to do next little test - jast call on you short-number from any CCM-controled phone. If error is reproduced - look deeply on you CCM config.

WBR

[ladislau.keresztes]

Hello,

I called from short-number and is working, the call was forwarded to mobile number.

The problem remain the same, when i call from outside the call is not forwarded to mobile number.

I will check deeply CUCM config.

Thank you very much

[ladislau.keresztes]

I solved the problem. The solution for these kind of problems, restart CUCM server.

Thank you for all of you for your support

[ladislau.keresztes]

Hello,

In the past i had a problem regarding forwarding the calls, in case the agents are busy or logged out, to a mobile number "MobileDestNumber", this issue was just for one of three phone numbers.

Now i have another problem with all three phone numbers.

In case the agents are busy or logged out , the calls should be forwarded to mobile phone, but the forward is not working. I checked the URS and T-server logs and i received "EventError Timeout".

I put a part from URS log:

received from 65200(TS_CCM_1)CTIINBOUND01:3000(fd=556) message EventError
(Timeout)
AttributeReferenceID 32151
AttributeThisDN '1155'
AttributeConnID 006b01f044630018
AttributeErrorCode 57
AttributeTimeinSecs 1309322796 (07:46:36)
AttributeTimeinuSecs 248000
AttributeCustomerID 'Resources'
AttributeEventSequenceNumber 0000000000002218
2011-06-29T07:46:36.248_T_E_ [14:0c] EventError is received for tserver TS_CCM_1[CiscoCM] - Timeout

and a part from Tserver log:

@07:46:36.2480 [0] 7.6.008.02 send_to_client: message EventError
(Timeout)
AttributeEventSequenceNumber 0000000000002218
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 248000
AttributeTimeinSecs 1309322796 (07:46:36)
AttributeErrorCode 57
AttributeConnID 006b01f044630018
AttributeThisDN '1155'
AttributeReferenceID 32151

I restarted the CUCM server and Tserver, but no results. I searched on solutionsearch.genesyslab.com for solution but nothing.

Any ideea?

Thank you for your support

[fnunezsa]

Looks like your CTI Link is not responding in a timely fashion to TServer request to route the call to that mobile number.