Genesys CTI User Forum

Genesys CTI User Forum => Genesys-related Development => Topic started by: Tinu on June 01, 2009, 09:45:13 AM

Title: Interaction SDK services
Post by: Tinu on June 01, 2009, 09:45:13 AM

Hi ,

I' developing an agent desktop , i have set the reasoncodes for aux states in TExtensions attribute while setting  the agent Not Ready in the voiceform and it is reflecting in CCPulse. Inorder to sync up with the turret or hardphone i need to fetch the TExtensions  attribute back .Please guide me how can i get the reason code from the TEvents.
Thanks in advance.


-Nesa

Title: Re: Interaction SDK services
Post by: René on June 01, 2009, 08:14:07 PM

Hi Nesa,

You should use either the method getTEventExtensions() or getTEventReasons() depending in which collection (AttributeReasons/AttributeExtensions) the reason code is passed by your switch. Mentioned methods are members of DnEvent interface.

R.

Title: Re: Interaction SDK services
Post by: Tinu on June 02, 2009, 03:15:34 PM

Hi Rene,

yaa ...similar to that method i need to get it through DN services  from GIS.
Plz suggest how to get this ( dn:TEventExtensions) thro DnDTO?

thanks in advance

Title: Re: Interaction SDK services
Post by: René on June 02, 2009, 08:43:51 PM

Hi,

I'm not sure you can get it via IDnService as agent related events are propagated via IAgentService (see VoiceMediaEvent or MediaEvent).

R.

Title: Re: Interaction SDK services
Post by: Tinu on June 06, 2009, 03:52:01 PM

Hi Rene,

In the application (using GIS ) when i try to place the call on hold and retrive back again ,
the client is getting the event response (Held ) and Talking from the server with a long delay....
Have uploaded the gis logs...
i receive Tserver error

error code : 57
Type Internal

could u plz suggest ....Thansk in advance

Title: Re: Interaction SDK services
Post by: René on June 07, 2009, 11:20:21 AM

Tinu,

There is no log attached to your post... Please attach T-Server log (debug level) as well.

R.

Title: Re: Interaction SDK services
Post by: Tinu on June 10, 2009, 05:03:25 PM

Hi Rene,

There is a hold button - onClick - requesting for Hold
a retrieve button - onClick - requesting for retrieve
the client is getting delayed response from GIS

@16:58:19.4840 [tsapi] (processEstablishedEvent)
@16:58:19.4840 [csta] (processEstablishedEvent)
@16:58:19.4840 [tsapi] filtering lastRedirectDevice for EventEstablished
@16:58:19.4840 [gctmi] TMsg [EventEstablished(6719)] distributing to model
@16:58:19.4840 [gctmi] Call [008f01b15b52f5db/27de,sES,tES,l2] distributing EventEstablished
@16:58:19.4840 [gctmi] Call [008f01b15b52f5db/27de,sES,tES,l2] processEstablished
@16:58:19.4840 [gctmi] Party [008f01b15b52f5db:6719,sc,tDN,rDST,lINT] processEstablished
@16:58:19.4840 [gctmi] Address [6719,tDN,sOFFH] processOffHook
@16:58:19.4840 [gctmi] Party [008f01b15b52f5db:6719,sc,tDN,rDST,lINT] EventEstablished ignored, already in state.
16:58:29.484 Trc 04541 RequestHoldCall received from [556] (00000060 GIS_Interactions 10.176.201.105:4284)
message RequestHoldCall
  AttributeConnID  008f01b15b52f5db
  AttributeExtensions  [2] 00 00..
  AttributeReferenceID  824
  AttributeReason  [2] 00 00..
  AttributeThisDN  '6719'
16:58:29.484 Int 04543 Interaction message "RequestHoldCall" received from 556 ("GIS_Interactions")
@16:58:29.4840 [gctmi] Distributing request RequestHoldCall
@16:58:29.4840 [csta] Party [008f01b15b52f5db:6719,sc,tDN,rDST,lINT] (reqHoldCall)
@16:58:29.4840 [>>] CSTA_REQUEST invokeID 589364
cstaHoldCall
{
  acsHandle 14754736
  activeCall
  {
    callID 10206
    deviceID '6719'
    devIDType 0
  }
  reservation 1
}
@16:58:29.5470 [tsapi] TsapiLink [s3] [14754736] >> 5:22
@16:58:29.5470 [<<] CSTACONFIRMATION invokeID 589364
CSTAHoldCallConfEvent
{
  null 0
}
@16:58:29.5470 [csta] (processHoldCallResponse)
@16:58:29.5470 [gctmi] request RequestHoldCall deactivated in reqMgr
@16:58:29.5470 [gctmi] TMsg [EventACK()] distributing to model
@16:58:29.5470 [gctmi] Switch [sCON] distributing EventACK
@16:58:29.5470 [gctmi] Switch [sCON] processAck - ignored.
@16:58:29.5470 [tsapi] TsapiLink [s3] [14754736] >> 4:61
@16:58:29.5470 [<<] CSTAUNSOLICITED monitorCrossRefId 15
CSTAHeldEvent
{
  heldConnection
  {
    callID 10206
    deviceID '6719'
    devIDType 0
  }
  holdingDevice
  {
    deviceID '6719'
    deviceIDType explicitPrivateLocalNumber
    deviceIDStatus idProvided
  }
  localConnectionInfo csHold
  cause ecNone
}
@16:58:29.5470 [csta] (processHeldEvent)
@16:58:29.5470 [gctmi] TMsg [EventHeld(6719)] distributing to model
@16:58:29.5470 [gctmi] Call [008f01b15b52f5db/27de,sES,tES,l2] distributing EventHeld
@16:58:29.5470 [gctmi] Call [008f01b15b52f5db/27de,sES,tES,l2] processHeld
@16:58:29.5470 [gctmi] Party [008f01b15b52f5db:6719,sc,tDN,rDST,lINT] processHeld
@16:58:29.5470 [gctm] Party [008f01b15b52f5db:6719,sc,tDN,rDST,lINT] Changing state to e
@16:58:29.5470
7.6.008.02 distribute call/party event: message EventCallPartyState
  AttributeEventSequenceNumber  000000000002133c
  AttributeTimeStamp  4a2d3525000858b8
  AttributePartyState  0xe
  AttributeConnID  008f01b15b52f5db
  AttributeCallUUID  '5IUMBNF4A904T4AK7PN5LFQMAG000CK2'
  AttributePartyUUID  '5IUMBNF4A904T4AK7PN5LFQMAG000CK8'
16:58:29.547 Int 04544 Interaction message "EventCallPartyState" generated
16:58:29.547 Trc 04542 EventCallPartyState sent to [524] (00000026 IconVoice 10.176.201.104:2954)
@16:58:29.5470 [gctmi] request RequestHoldCall removed from reqMgr
@16:58:29.5470
7.6.008.02 distribute_response: message EventHeld
  AttributeEventSequenceNumber  000000000002133d
  AttributeTimeinuSecs  547000
  AttributeTimeinSecs  1244476709 (16:58:29)
  AttributeOtherDN  '77805451'
  AttributeOtherDNRole  1
  AttributeThisDNRole  2
  AttributeThisDN  '6719'
  AttributeNetworkPartyRole  2
  AttributeNetworkDestDN  'AvayaSwitch_1::6736'
  AttributeLastTransferOrigDN  '46001'
  AttributeLastTransferConnID  008f01b15b52f5db
  AttributeLastTransferHomeLocation  'TServerSIP_1@SIPSwitch_1'
  AttributeFirstTransferOrigDN  '46001'
  AttributeFirstTransferConnID  008f01b15b52f5db
  AttributeFirstTransferHomeLocation  'TServerSIP_1@SIPSwitch_1'
  AttributeANI  '77805451'
  AttributeDNIS  '56733'
  AttributeUserData  [995] 00 27 00 00..
     
      'RTargetTypeSelected'  '0'
      'RTargetRuleSelected'  ''
      'RTargetObjectSelected'  '19022'
      'RTargetObjSelDBID'  '117'
      'RTargetAgentSelected'  '19022'
      'RTargetPlaceSelected'  '6719'
      'RTenant'  'Resources'
      'RStrategyName'  'MO_DeliverToAgent_v002'
      'RStrategyDBID'  '642'
      'CBR-actual_volume'  ''
      'CBR-Interaction_cost'  ''
      'CBR-contract_DBIDs'  ''
      'CBR-IT-path_DBIDs'  ''
      'RRequestedSkillCombination'  ''
  AttributeCallUUID  '5IUMBNF4A904T4AK7PN5LFQMAG000CK2'
  AttributeConnID  008f01b15b52f5db
  AttributeCallID  10206
  AttributeCallType  2
  AttributeNetworkCallID  1244476847
  AttributeThisQueue  '6736'
  AttributeCallState  0
  AttributeAgentID  '19022'
  AttributeReason  [2] 00 00..
  AttributeReferenceID  824
@16:58:29.5470 [ISCC] Translate: '77805451' -> ''; result 1 ()
16:58:29.547 Int 04544 Interaction message "EventHeld" generated
16:58:29.547 Trc 04542 EventHeld sent to [556] (00000060 GIS_Interactions 10.176.201.105:4284)
16:58:29.547 Trc 04542 EventHeld sent to [512] (0000006e GplusICI 10.176.201.108:2645)
16:58:29.547 Trc 04542 EventHeld sent to [632] (0000006c StatServerRealTime_b 10.176.201.107:3112)
16:58:29.547 Trc 04542 EventHeld sent to [644] (0000006b StatServerRealTime_a 10.176.201.107:3104)
16:58:29.547 Trc 04542 EventHeld sent to [524] (00000026 IconVoice 10.176.201.104:2954)
16:58:29.547 Trc 04542 EventHeld sent to [620] (0000000d StatServerRouting 10.176.201.106:1790)
@16:58:29.5470 [tsapi] TsapiLink [s3] [14754736] >> 4:61
@16:58:29.5470 [<<] CSTAUNSOLICITED monitorCrossRefId 4
CSTAHeldEvent
{
  heldConnection
  {
    callID 10206
    deviceID '6719'
    devIDType 0
  }
  holdingDevice
  {
    deviceID '6719'
    deviceIDType explicitPrivateLocalNumber
    deviceIDStatus idProvided
  }
  localConnectionInfo csNone
  cause ecNone
}
@16:58:29.5470 [csta] (processHeldEvent)
@16:58:29.5470 [gctmi] TMsg [EventHeld(6719)] distributing to model
@16:58:29.5470 [gctmi] Call [008f01b15b52f5db/27de,sES,tES,l2] distributing EventHeld
@16:58:29.5470 [gctmi] Call [008f01b15b52f5db/27de,sES,tES,l2] processHeld
@16:58:29.5470 [gctmi] Party [008f01b15b52f5db:6719,se,tDN,rDST,lINT] processHeld
@16:58:29.5470 [gctmi] Party [008f01b15b52f5db:6719,se,tDN,rDST,lINT] EventHeld ignored, already in state.
16:58:29.547 Trc 04541 RequestHoldCall received from [556] (00000060 GIS_Interactions 10.176.201.105:4284)
message RequestHoldCall
  AttributeConnID  008f01b15b52f5db
  AttributeExtensions  [2] 00 00..
  AttributeReferenceID  825
  AttributeReason  [2] 00 00..
  AttributeThisDN  '6719'
16:58:29.547 Int 04543 Interaction message "RequestHoldCall" received from 556 ("GIS_Interactions")
@16:58:29.5470 [gctmi] Distributing request RequestHoldCall
@16:58:29.5470 [csta] Party [008f01b15b52f5db:6719,se,tDN,rDST,lINT] (reqHoldCall)
@16:58:29.5470 [>>] CSTA_REQUEST invokeID 589365
cstaHoldCall
{
  acsHandle 14754736
  activeCall
  {
    callID 10206
    deviceID '6719'
    devIDType 0
  }
  reservation 1
}
@16:58:29.6560 [tsapi] TsapiLink [s3] [14754736] >> 5:22
@16:58:29.6560 [<<] CSTACONFIRMATION invokeID 589365
CSTAHoldCallConfEvent
{
  null 0
}
@16:58:29.6560 [csta] (processHoldCallResponse)
@16:58:29.6560 [gctmi] request RequestHoldCall deactivated in reqMgr
@16:58:29.6560 [gctmi] TMsg [EventACK()] distributing to model
@16:58:29.6560 [gctmi] Switch [sCON] distributing EventACK
@16:58:29.6560 [gctmi] Switch [sCON] processAck - ignored.
16:58:32.422 Trc 04541 RequestDistributeUserEvent received from [524] (00000026 IconVoice 10.176.201.104:2954)
message RequestDistributeUserEvent
  AttributeCommunicationDN  'C9A8D3CC-1A77-40F2-9C0E-89E55F46EA3A'
  AttributeThisDN  'C9A8D3CC-1A77-40F2-9C0E-89E55F46EA3A'
  AttributeOtherDN  'tsync'
16:58:32.422 Int 04543 Interaction message "RequestDistributeUserEvent" received from 524 ("IconVoice")
@16:58:32.4220
7.6.008.02 send_to_client: message EventACK
  AttributeEventSequenceNumber  000000000002133e
  AttributeTimeinuSecs  422000
  AttributeTimeinSecs  1244476712 (16:58:32)
  AttributeThisDN  'C9A8D3CC-1A77-40F2-9C0E-89E55F46EA3A'
  AttributeUserEvent  RequestDistributeUserEvent
16:58:32.422 Trc 04542 EventACK sent to [524] (00000026 IconVoice 10.176.201.104:2954)
@16:58:32.4220
7.6.008.02 distribute_user_event: message EventUserEvent
  AttributeEventSequenceNumber  000000000002133f
  AttributeTimeinuSecs  422000
  AttributeTimeinSecs  1244476712 (16:58:32)
  AttributeUserEvent  EventUserEvent
  AttributeOtherDN  'tsync'
  AttributeThisDN  'C9A8D3CC-1A77-40F2-9C0E-89E55F46EA3A'
@16:58:41.5470 [gctm] TMsg [RequestHoldCall(6719)] [color=red]Generating EventError [57: 'Timeout'][/color]
@16:58:41.5470 [gctmi] TMsg [EventError(6719)] (re)distributing to model in 0mS
@16:58:41.5470 [gctmi] request RequestHoldCall deactivated in reqMgr
@16:58:41.5470 [gctmi] TMsg [EventError(6719)] distributing to model
@16:58:41.5470 [gctmi] Party [008f01b15b52f5db:6719,se,tDN,rDST,lINT] processError
@16:58:41.5470 [gctmi] request RequestHoldCall removed from reqMgr
@16:58:41.5470
7.6.008.02 send_to_client: message EventError
  (Timeout)
  AttributeEventSequenceNumber  0000000000021340
  AttributeTimeinuSecs  547000
  AttributeTimeinSecs  1244476721 (16:58:41)
  AttributeErrorCode  57
  AttributeCallID  10206
  AttributeConnID  008f01b15b52f5db
  AttributeThisDN  '6719'
  AttributeReferenceID  825
16:58:41.547 Int 04545 Interaction message "EventError" sent to 556 ("GIS_Interactions")
16:58:41.547 Trc 04542 EventError sent to [556] (00000060 GIS_Interactions 10.176.201.105:4284)
16:58:41.922 Trc 04541 RequestRetrieveCall received from [556] (00000060 GIS_Interactions 10.176.201.105:4284)
message RequestRetrieveCall
  AttributeConnID  008f01b15b52f5db
  AttributeExtensions  [2] 00 00..
  AttributeReferenceID  826
  AttributeReason  [2] 00 00..
  AttributeThisDN  '6719'
16:58:41.922 Int 04543 Interaction message "RequestRetrieveCall" received from 556 ("GIS_Interactions")
@16:58:41.9220 [gctmi] Distributing request RequestRetrieveCall
@16:58:41.9220 [csta] Party [008f01b15b52f5db:6719,se,tDN,rDST,lINT] (reqRetrieveCall)
@16:58:41.9220 [>>] CSTA_REQUEST invokeID 589366
cstaRetrieveCall
{
  acsHandle 14754736
  heldCall
  {
    callID 10206
    deviceID '6719'
    devIDType 0
  }
}
@16:58:42.0160 [tsapi] TsapiLink [s3] [14754736] >> 5:42
@16:58:42.0160 [<<] CSTACONFIRMATION invokeID 589366
CSTARetrieveCallConfEvent
{
  null 0
}
@16:58:42.0160 [csta] (processRetrieveCallResponse)
@16:58:42.0160 [gctmi] request RequestRetrieveCall deactivated in reqMgr
@16:58:42.0160 [gctmi] TMsg [EventACK()] distributing to model
@16:58:42.0160 [gctmi] Switch [sCON] distributing EventACK
@16:58:42.0160 [gctmi] Switch [sCON] processAck - ignored.
@16:58:42.0160 [tsapi] TsapiLink [s3] [14754736] >> 4:65
@16:58:42.0160 [<<] CSTAUNSOLICITED monitorCrossRefId 15
CSTARetrievedEvent
{
  retrievedConnection
  {
    callID 10206
    deviceID '6719'
    devIDType 0
  }
  retrievingDevice
  {
    deviceID '6719'
    deviceIDType explicitPrivateLocalNumber
    deviceIDStatus idProvided
  }
  localConnectionInfo csConnect
  cause ecNone
}
@16:58:42.0160 [csta] (processRetrievedEvent)
@16:58:42.0160 [gctmi] TMsg [EventRetrieved(6719)] distributing to model
@16:58:42.0160 [gctmi] Call [008f01b15b52f5db/27de,sES,tES,l2] distributing EventRetrieved
@16:58:42.0160 [gctmi] Call [008f01b15b52f5db/27de,sES,tES,l2] processRetrieved
@16:58:42.0160 [gctmi] Party [008f01b15b52f5db:6719,se,tDN,rDST,lINT] processRetrieved
@16:58:42.0160 [gctm] Party [008f01b15b52f5db:6719,se,tDN,rDST,lINT] Changing state to c
@16:58:42.0160
7.6.008.02 distribute call/party event: message EventCallPartyState
  AttributeEventSequenceNumber  0000000000021341
  AttributeTimeStamp  4a2d353200003e80
  AttributePartyState  0xc
  AttributeConnID  008f01b15b52f5db
  AttributeCallUUID  '5IUMBNF4A904T4AK7PN5LFQMAG000CK2'
  AttributePartyUUID  '5IUMBNF4A904T4AK7PN5LFQMAG000CK8'
16:58:42.016 Int 04544 Interaction message "EventCallPartyState" generated
16:58:42.016 Trc 04542 EventCallPartyState sent to [524] (00000026 IconVoice 10.176.201.104:2954)
@16:58:42.0160 [gctmi] request RequestRetrieveCall removed from reqMgr
@16:58:42.0160
7.6.008.02 distribute_response: message EventRetrieved
  AttributeEventSequenceNumber  0000000000021342
  AttributeTimeinuSecs  16000
  AttributeTimeinSecs  1244476722 (16:58:42)
  AttributeOtherDN  '77805451'
  AttributeOtherDNRole  1
  AttributeThisDNRole  2
  AttributeThisDN  '6719'
  AttributeNetworkPartyRole  2
  AttributeNetworkDestDN  'AvayaSwitch_1::6736'
  AttributeLastTransferOrigDN  '46001'
  AttributeLastTransferConnID  008f01b15b52f5db
  AttributeLastTransferHomeLocation  'TServerSIP_1@SIPSwitch_1'
  AttributeFirstTransferOrigDN  '46001'
  AttributeFirstTransferConnID  008f01b15b52f5db
  AttributeFirstTransferHomeLocation  'TServerSIP_1@SIPSwitch_1'
  AttributeANI  '77805451'
  AttributeDNIS  '56733'
  AttributeUserData  [995] 00 27 00 00..
 
      'RTargetTypeSelected'  '0'
      'RTargetRuleSelected'  ''
      'RTargetObjectSelected'  '19022'
      'RTargetObjSelDBID'  '117'
      'RTargetAgentSelected'  '19022'
      'RTargetPlaceSelected'  '6719'
      'RTenant'  'Resources'
      'RStrategyName'  'MO_DeliverToAgent_v002'
      'RStrategyDBID'  '642'
      'CBR-actual_volume'  ''
      'CBR-Interaction_cost'  ''
      'CBR-contract_DBIDs'  ''
      'CBR-IT-path_DBIDs'  ''
      'RRequestedSkillCombination'  ''
  AttributeCallUUID  '5IUMBNF4A904T4AK7PN5LFQMAG000CK2'
  AttributeConnID  008f01b15b52f5db
  AttributeCallID  10206
  AttributeCallType  2
  AttributeNetworkCallID  1244476847
  AttributeThisQueue  '6736'
  AttributeCallState  0
  AttributeAgentID  '19022'
  AttributeReason  [2] 00 00..
  AttributeReferenceID  826
@16:58:42.0160 [ISCC] Translate: '77805451' -> ''; result 1 ()
16:58:42.016 Int 04544 Interaction message "EventRetrieved" generated
16:58:42.016 Trc 04542 EventRetrieved sent to [556] (00000060 GIS_Interactions 10.176.201.105:4284)
16:58:42.016 Trc 04542 EventRetrieved sent to [512] (0000006e GplusICI 10.176.201.108:2645)
16:58:42.016 Trc 04542 EventRetrieved sent to [632] (0000006c StatServerRealTime_b 10.176.201.107:3112)
16:58:42.016 Trc 04542 EventRetrieved sent to [644] (0000006b StatServerRealTime_a 10.176.201.107:3104)
16:58:42.016 Trc 04542 EventRetrieved sent to [524] (00000026 IconVoice 10.176.201.104:2954)
16:58:42.016 Trc 04542 EventRetrieved sent to [620] (0000000d StatServerRouting 10.176.201.106:1790)
@16:58:42.0160 [tsapi] TsapiLink [s3] [14754736] >> 4:65
@16:58:42.0160 [<<] CSTAUNSOLICITED monitorCrossRefId 4
CSTARetrievedEvent
{
  retrievedConnection
  {
    callID 10206
    deviceID '6719'
    devIDType 0
  }
  retrievingDevice
  {
    deviceID '6719'
    deviceIDType explicitPrivateLocalNumber
    deviceIDStatus idProvided
  }
  localConnectionInfo csNone
  cause ecNone
}
@16:58:42.0160 [csta] (processRetrievedEvent)
@16:58:42.0160 [gctmi] TMsg [EventRetrieved(6719)] distributing to model
@16:58:42.0160 [gctmi] Call [008f01b15b52f5db/27de,sES,tES,l2] distributing EventRetrieved
@16:58:42.0160 [gctmi] Call [008f01b15b52f5db/27de,sES,tES,l2] processRetrieved
@16:58:42.0160 [gctmi] Party [008f01b15b52f5db:6719,sc,tDN,rDST,lINT] processRetrieved
@16:58:42.0160 [gctmi] Party [008f01b15b52f5db:6719,sc,tDN,rDST,lINT] EventRetrieved ignored, already in state.
16:58:42.016 Trc 04541 RequestRetrieveCall received from [556] (00000060 GIS_Interactions 10.176.201.105:4284)
message RequestRetrieveCall
  AttributeConnID  008f01b15b52f5db
  AttributeExtensions  [2] 00 00..
  AttributeReferenceID  827
  AttributeReason  [2] 00 00..
  AttributeThisDN  '6719'
16:58:42.016 Int 04543 Interaction message "RequestRetrieveCall" received from 556 ("GIS_Interactions")
@16:58:42.0160 [gctmi] Distributing request RequestRetrieveCall
@16:58:42.0160 [csta] Party [008f01b15b52f5db:6719,sc,tDN,rDST,lINT] (reqRetrieveCall)

Title: Re: Interaction SDK services
Post by: René on June 11, 2009, 10:30:50 AM

Hi Tinu,

I'm not able to say why GIS response is delayed as you haven't attached GIS log but I found something wrong in attached snippet of TServer log. Your application duplicates the requests and such behaviour leads to delays:

- 16:58:29.484 RequestHoldCall (from GIS_Interactions)
- 16:58:29.547 EventHeld
- 16:58:29.547 RequestHoldCall (from GIS_Interactions)  [b]<- DUPLICATED REQUEST[/b]
- 16:58:41.547 EventError "Timeout"                            [b]<- TSERVER REPLIES WITH ERROR AFTER 10+ SECONDS[/b]
- 16:58:41.922 RequestRetrieveCall (from GIS_Interactions)
- 16:58:42.016 EventRetrieved
- 16:58:42.016 RequestRetrieveCall (from GIS_Interactions) [b]<- DUPLICATED REQUEST[/b]

R.