Inbound calls changes to internal on Hicom

[Gabriel Madoz]

This happens with a Siemens Hicom 300e:
>
>1) We verified that when one extension from Siemens Hicom makes a call to a
>DNIS , everyting works FINE Genesys sees only one event and both ANI and
>DNIS are recognized
>
>2) But it seems that when an external C.O. call request same DNIS, instead
>of one event Genesys believes there are two independent events.
>For the first event genesys recognizes ANI and DNIS but in the "second
>event" no ANI and no DNIS are obtained, then system can not route the call.
>
>3) I summarize what we have been investigating until today with no results:
>3a) An Enginer that has experience with PABX Nortel suggested us to explore
>setting " origcallxferinit = orig " but no reults
>3b) Also explored command "Usedatafrom value original" this we are using
>to keep original DNIS original but does not affect problem reported
>3c) Also explored "Consultdatafrom "  default is "separate" other choices
>like "joint" and a thir possible value has been tsted with no change on the
>reported problem
>
>
Below I send the piece of Stat Server log for you to see what happens, first with an internal call (dialing 480, everything works ok) and then with an inbound call (dialing 480, the inbound call changes to internal, the connid changes, so for Genesys is another call so the attached data that comes to RP 40001 doesn't arrive)

[size=8pt][color=green] 'Info'
'LONG_VALUE' 0
'TM_LENGTH' 0
'TM_SERVER' 1034181620
'USER_REQ_ID' 0
'REQ_ID' 286
Server: [10/09/02 13:40:20] Switch 'Genesys_Switch', 'EventReleased'
ThisDN '3508'
ConnID 006500e9cab0c18a (28429976775737738)
Call Type 'Internal'
This Queue '40001'
DNIS '40001'
CustomerID 'Resources'
Action: Extension '3508@Genesys_Switch' State:
Monitored since [10/08/02 13:45:01]
LoggedIn since [10/08/02 13:47:08]
WaitForNextCall since [10/08/02 16:16:22]
OffHook since [10/09/02 13:40:20]
Server: [10/09/02 13:40:20] Switch 'Genesys_Switch', 'EventOnHook'
ThisDN '3508'
CustomerID 'Resources'
Action: ACDQueue '0002@Genesys_Switch' DNs Ready: 2
Action: ACDQueue '0002@Genesys_Switch' Agents Ready: 2
Action: Extension '3508@Genesys_Switch' State:
Monitored since [10/08/02 13:45:01]
LoggedIn since [10/08/02 13:47:08]
WaitForNextCall since [10/08/02 16:16:22]
OnHook since [10/09/02 13:40:20]
Server: [10/09/02 13:40:20] Switch 'Genesys_Switch', 'EventReleased'
ThisDN '3511'
ConnID 006500e9cab0c189 (28429976775737737)
Call Type 'Outbound'
DNIS '52800'
CustomerID 'Resources'
Action: Extension '3511@Genesys_Switch' State:
Monitored since [10/08/02 13:45:01]
LoggedIn since [10/08/02 16:00:33]
WaitForNextCall since [10/08/02 16:00:38]
OffHook since [10/09/02 13:40:11]
Server: [10/09/02 13:40:20] Switch 'Genesys_Switch', 'EventOnHook'
ThisDN '3511'
CustomerID 'Resources'
Action: ACDQueue '0002@Genesys_Switch' DNs Ready: 3
Action: ACDQueue '0002@Genesys_Switch' Agents Ready: 3
Action: Extension '3511@Genesys_Switch' State:
Monitored since [10/08/02 13:45:01]
LoggedIn since [10/08/02 16:00:33]
WaitForNextCall since [10/08/02 16:00:38]
OnHook since [10/09/02 13:40:20]
Status:
  Agent '3511', 'WaitForNextCall', [10/09/02 13:40:20]
    Place 'Place_3511_Genesys_Switch', 'WaitForNextCall', [10/09/02 13:40:20]
      Extension '3511@Genesys_Switch', 'WaitForNextCall', [10/09/02 13:40:20]
Client: Sending message to 'UniversalRoutingServer' (472)
Client: [10/09/02 13:40:20] Message 'Info'
'LONG_VALUE' 0
'TM_LENGTH' 0
'TM_SERVER' 1034181620
'USER_REQ_ID' 0
'REQ_ID' 288
Status:
  Agent '3508', 'WaitForNextCall', [10/09/02 13:40:20]
    Place 'Place_3508_Genesys_Switch', 'WaitForNextCall', [10/09/02 13:40:20]
      Extension '3508@Genesys_Switch', 'WaitForNextCall', [10/09/02 13:40:20]
Client: Sending message to 'UniversalRoutingServer' (472)
Client: [10/09/02 13:40:21] Message 'Info'
'LONG_VALUE' 0
'TM_LENGTH' 0
'TM_SERVER' 1034181621
'USER_REQ_ID' 0
'REQ_ID' 286
Server: [10/09/02 13:43:00] Switch 'Genesys_Switch', 'EventOffHook'
ThisDN '3512'
CustomerID 'Resources'
Action: ACDQueue '0002@Genesys_Switch' DNs Ready: 2
Action: ACDQueue '0002@Genesys_Switch' Agents Ready: 2
Action: Extension '3512@Genesys_Switch' State:
Monitored since [10/08/02 13:45:01]
LoggedIn since [10/08/02 15:00:31]
WaitForNextCall since [10/08/02 15:59:37]
OffHook since [10/09/02 13:43:00]
Server: [10/09/02 13:43:00] Switch 'Genesys_Switch', 'EventDialing'
ThisDN '3512'
ConnID 006500e9cab0c18b (28429976775737739)
Call Type 'Internal'
DNIS '480'
CustomerID 'Resources'
Action: Extension '3512@Genesys_Switch' State:
Monitored since [10/08/02 13:45:01]
LoggedIn since [10/08/02 15:00:31]
WaitForNextCall since [10/08/02 15:59:37]
OffHook since [10/09/02 13:43:00]
CallDialing (ConnID 28429976775737739) since [10/09/02 13:43:00]
Server: [10/09/02 13:43:00] Switch 'Genesys_Switch', 'EventQueued'
ThisDN '480'
ConnID 006500e9cab0c18b (28429976775737739)
Call Type 'Internal'
This Queue '480'
DNIS '480'
CustomerID 'Resources'
Server: [10/09/02 13:43:00] Switch 'Genesys_Switch', 'EventRouteRequest'
ThisDN '480'
ConnID 006500e9cab0c18b (28429976775737739)
Call Type 'Internal'
This Queue '480'
DNIS '480'
CustomerID 'Resources'
Extensions
'AgentGroup' '16777217'
Action: RoutingPoint '480@Genesys_Switch' State:
Monitored since [10/08/02 13:45:01]
WaitForNextCall since [10/08/02 13:45:01]
CallWait (ConnID 28429976775737739) since [10/09/02 13:43:00]
Server: [10/09/02 13:43:00] Switch 'Genesys_Switch', 'EventRouteUsed'
ThisDN '480'
ConnID 006500e9cab0c18b (28429976775737739)
Call Type 'Internal'
This Queue '480'
DNIS '480'
CustomerID 'Resources'
ThirdPartyDN '2800'
Action: RoutingPoint '480@Genesys_Switch' State:
Monitored since [10/08/02 13:45:01]
WaitForNextCall since [10/08/02 13:45:01]
Server: [10/09/02 13:43:00] Switch 'Genesys_Switch', 'EventDiverted'
ThisDN '480'
ConnID 006500e9cab0c18b (28429976775737739)
Call Type 'Internal'
This Queue '480'
DNIS '480'
CustomerID 'Resources'
ThirdPartyDN '2801'
Server: [10/09/02 13:43:00] Switch 'Genesys_Switch', 'EventRinging'
ThisDN '2801'
ConnID 006500e9cab0c18b (28429976775737739)
Call Type 'Internal'
This Queue '480'
DNIS '480'
CustomerID 'Resources'
Action: Extension '2801@Genesys_Switch' State:
NotMonitored since [10/08/02 13:44:48]
LoggedIn since [10/08/02 16:00:53]
WaitForNextCall since [10/08/02 16:00:54]
OnHook since [10/09/02 13:40:18]
CallRinging (ConnID 28429976775737739) since [10/09/02 13:43:00]
Status:
  Agent '3512', 'CallDialing', [10/09/02 13:43:00]
    Place 'Place_3512_Genesys_Switch', 'CallDialing', [10/09/02 13:43:00]
      Extension '3512@Genesys_Switch', 'CallDialing', [10/09/02 13:43:00]
Client: Sending message to 'UniversalRoutingServer' (472)
Client: [10/09/02 13:43:01] Message 'Info'
'LONG_VALUE' 0
'TM_LENGTH' 0
'TM_SERVER' 1034181781
'USER_REQ_ID' 0
'REQ_ID' 280
Server: [10/09/02 13:43:02] Switch 'Genesys_Switch', 'EventOffHook'
ThisDN '2801'
CustomerID 'Resources'
Action: Extension '2801@Genesys_Switch' State:
NotMonitored since [10/08/02 13:44:48]
LoggedIn since [10/08/02 16:00:53]
WaitForNextCall since [10/08/02 16:00:54]
CallRinging (ConnID 28429976775737739) since [10/09/02 13:43:00]
OffHook since [10/09/02 13:43:02]
Server: [10/09/02 13:43:02] Switch 'Genesys_Switch', 'EventEstablished'
ThisDN '2801'
ConnID 006500e9cab0c18b (28429976775737739)
Call Type 'Internal'
This Queue '480'
DNIS '480'
CustomerID 'Resources'
Action: Extension '2801@Genesys_Switch' State:
NotMonitored since [10/08/02 13:44:48]
LoggedIn since [10/08/02 16:00:53]
WaitForNextCall since [10/08/02 16:00:54]
OffHook since [10/09/02 13:43:02]
CallInternal (ConnID 28429976775737739) since [10/09/02 13:43:02]
Server: [10/09/02 13:43:02] Switch 'Genesys_Switch', 'EventEstablished'
ThisDN '3512'
ConnID 006500e9cab0c18b (28429976775737739)
Call Type 'Internal'
DNIS '480'
CustomerID 'Resources'
Action: Extension '3512@Genesys_Switch' State:
Monitored since [10/08/02 13:45:01]
LoggedIn since [10/08/02 15:00:31]
WaitForNextCall since [10/08/02 15:59:37]
OffHook since [10/09/02 13:43:00]
CallInternal (ConnID 28429976775737739) since [10/09/02 13:43:02]
Status:
  Agent '3512', 'CallInternal', [10/09/02 13:43:02]
    Place 'Place_3512_Genesys_Switch', 'CallInternal', [10/09/02 13:43:02]
      Extension '3512@Genesys_Switch', 'CallInternal', [10/09/02 13:43:02]
Client: Sending message to 'UniversalRoutingServer' (472)
Client: [10/09/02 13:43:03] Message 'Info'
'LONG_VALUE' 0
'TM_LENGTH' 0
'TM_SERVER' 1034181783
'USER_REQ_ID' 0
'REQ_ID' 280
Server: [10/09/02 13:43:03] Switch 'Genesys_Switch', 'EventAttachedDataChanged'
ThisDN '3512'
ConnID 006500e9cab0c18b (28429976775737739)
Call Type 'Internal'
DNIS '480'
CustomerID 'Resources'
ThirdPartyDN '2801'
User Data
'IvrOrigin' '002001A'
Action: Extension '3512@Genesys_Switch' State:
Monitored since [10/08/02 13:45:01]
LoggedIn since [10/08/02 15:00:31]
WaitForNextCall since [10/08/02 15:59:37]
OffHook since [10/09/02 13:43:00]
CallInternal (ConnID 28429976775737739) since [10/09/02 13:43:02]
Server: [10/09/02 13:43:03] Switch 'Genesys_Switch', 'EventAttachedDataChanged'
ThisDN '2801'
ConnID 006500e9cab0c18b (28429976775737739)
Call Type 'Internal'
DNIS '480'
CustomerID 'Resources'
ThirdPartyDN '2801'
User Data
'IvrOrigin' '002001A'
Action: Extension '2801@Genesys_Switch' State:
NotMonitored since [10/08/02 13:44:48]
LoggedIn since [10/08/02 16:00:53]
WaitForNextCall since [10/08/02 16:00:54]
OffHook since [10/09/02 13:43:02]
CallInternal (ConnID 28429976775737739) since [10/09/02 13:43:02]
Server: [10/09/02 13:43:04] Switch 'Genesys_Switch', 'EventReleased'
ThisDN '2801'
ConnID 006500e9cab0c18b (28429976775737739)
Call Type 'Internal'
This Queue '480'
DNIS '480'
CustomerID 'Resources'
Call State 'Transferred'
User Data
'IvrOrigin' '002001A'
Action: Extension '2801@Genesys_Switch' State:
NotMonitored since [10/08/02 13:44:48]
LoggedIn since [10/08/02 16:00:53]
WaitForNextCall since [10/08/02 16:00:54]
OffHook since [10/09/02 13:43:02]
Server: [10/09/02 13:43:04] Switch 'Genesys_Switch', 'EventPartyChanged'
ThisDN '3512'
ConnID 006500e9cab0c18b (28429976775737739)
Previous ConnID 28429976775737739
Call Type 'Internal'
DNIS '480'
CustomerID 'Resources'
Call State 'Transferred'
ThirdPartyDN '2801'
User Data
'IvrOrigin' '002001A'
Action: Extension '3512@Genesys_Switch' State:
Monitored since [10/08/02 13:45:01]
LoggedIn since [10/08/02 15:00:31]
WaitForNextCall since [10/08/02 15:59:37]
OffHook since [10/09/02 13:43:00]
CallInternal (ConnID 28429976775737739) since [10/09/02 13:43:02]
Server: [10/09/02 13:43:04] Switch 'Genesys_Switch', 'EventQueued'
ThisDN '40001'
ConnID 006500e9cab0c18b (28429976775737739)
Call Type 'Internal'
This Queue '40001'
DNIS '480'
CustomerID 'Resources'
Call State 'Transferred'
User Data
'IvrOrigin' '002001A'
Server: [10/09/02 13:43:04] Switch 'Genesys_Switch', 'EventRouteRequest'
ThisDN '40001'
ConnID 006500e9cab0c18b (28429976775737739)
Call Type 'Internal'
This Queue '40001'
DNIS '480'
CustomerID 'Resources'
Call State 'Transferred'
User Data
'IvrOrigin' '002001A'
Extensions
'AgentGroup' '16777316'
Action: RoutingPoint '40001@Genesys_Switch' State:
Monitored since [10/08/02 13:45:01]
WaitForNextCall since [10/08/02 13:45:01]
CallWait (ConnID 28429976775737354) since [10/08/02 13:49:21]
CallWait (ConnID 28429976775737364) since [10/08/02 14:13:34]
CallWait (ConnID 28429976775737369) since [10/08/02 14:15:56]
CallWait (ConnID 28429976775737656) since [10/08/02 16:22:03]
CallWait (ConnID 28429976775737660) since [10/08/02 16:23:18]
CallWait (ConnID 28429976775737664) since [10/08/02 16:30:47]
CallWait (ConnID 28429976775737667) since [10/08/02 16:33:23]
CallWait (ConnID 28429976775737670) since [10/08/02 16:47:10]
CallWait (ConnID 28429976775737673) since [10/08/02 16:47:25]
CallWait (ConnID 28429976775737676) since [10/08/02 16:47:54]
CallWait (ConnID 28429976775737679) since [10/08/02 16:48:05]
CallWait (ConnID 28429976775737683) since [10/08/02 17:16:13]
CallWait (ConnID 28429976775737687) since [10/08/02 17:16:37]
CallWait (ConnID 28429976775737690) since [10/08/02 17:18:49]
CallWait (ConnID 28429976775737693) since [10/08/02 17:24:45]
CallWait (ConnID 28429976775737696) since [10/08/02 17:30:18]
CallWait (ConnID 28429976775737699) since [10/08/02 17:31:18]
CallWait (ConnID 28429976775737702) since [10/08/02 17:31:51]
CallWait (ConnID 28429976775737739) since [10/09/02 13:43:04]
Server: [10/09/02 13:43:04] Switch 'Genesys_Switch', 'EventRouteUsed'
ThisDN '40001'
ConnID 006500e9cab0c18b (28429976775737739)
Call Type 'Internal'
This Queue '40001'
DNIS '480'
CustomerID 'Resources'
ThirdPartyDN '3508'
User Data
'IvrOrigin' '002001A'
Action: RoutingPoint '40001@Genesys_Switch' State:
Monitored since [10/08/02 13:45:01]
WaitForNextCall since [10/08/02 13:45:01]
CallWait (ConnID 28429976775737354) since [10/08/02 13:49:21]
CallWait (ConnID 28429976775737364) since [10/08/02 14:13:34]
CallWait (ConnID 28429976775737369) since [10/08/02 14:15:56]
CallWait (ConnID 28429976775737656) since [10/08/02 16:22:03]
CallWait (ConnID 28429976775737660) since [10/08/02 16:23:18]
CallWait (ConnID 28429976775737664) since [10/08/02 16:30:47]
CallWait (ConnID 28429976775737667) since [10/08/02 16:33:23]
CallWait (ConnID 28429976775737670) since [10/08/02 16:47:10]
CallWait (ConnID 28429976775737673) since [10/08/02 16:47:25]
CallWait (ConnID 28429976775737676) since [10/08/02 16:47:54]
CallWait (ConnID 28429976775737679) since [10/08/02 16:48:05]
CallWait (ConnID 28429976775737683) since [10/08/02 17:16:13]
CallWait (ConnID 28429976775737687) since [10/08/02 17:16:37]
CallWait (ConnID 28429976775737690) since [10/08/02 17:18:49]
CallWait (ConnID 28429976775737693) since [10/08/02 17:24:45]
CallWait (ConnID 28429976775737696) since [10/08/02 17:30:18]
CallWait (ConnID 28429976775737699) since [10/08/02 17:31:18]
CallWait (ConnID 28429976775737702) since [10/08/02 17:31:51]
Server: [10/09/02 13:43:04] Switch 'Genesys_Switch', 'EventDiverted'
ThisDN '40001'
ConnID 006500e9cab0c18b (28429976775737739)
Call Type 'Internal'
This Queue '40001'
DNIS '480'
CustomerID 'Resources'
ThirdPartyDN '3508'
User Data
'IvrOrigin' '002001A'
Server: [10/09/02 13:43:04] Switch 'Genesys_Switch', 'EventRinging'
ThisDN '3508'
ConnID 006500e9cab0c18b (28429976775737739)
Call Type 'Internal'
This Queue '40001'
DNIS '480'
CustomerID 'Resources'
User Data
'IvrOrigin' '002001A'
Action: ACDQueue '0002@Genesys_Switch' DNs Ready: 1
Action: ACDQueue '0002@Genesys_Switch' Agents Ready: 1
Action: Extension '3508@Genesys_Switch' State:
Monitored since [10/08/02 13:45:01]
LoggedIn since [10/08/02 13:47:08]
WaitForNextCall since [10/08/02 16:16:22]
OnHook since [10/09/02 13:40:20]
CallRinging (ConnID 28429976775737739) since [10/09/02 13:43:04]
Status:
  Agent '3508', 'CallRinging', [10/09/02 13:43:04]
    Place 'Place_3508_Genesys_Switch', 'CallRinging', [10/09/02 13:43:04]
      Extension '3508@Genesys_Switch', 'CallRinging', [10/09/02 13:43:04]
Client: Sending message to 'UniversalRoutingServer' (472)
Client: [10/09/02 13:43:05] Message 'Info'
'LONG_VALUE' 0
'TM_LENGTH' 0
'TM_SERVER' 1034181785
'USER_REQ_ID' 0
'REQ_ID' 286
Server: [10/09/02 13:43:07] Switch 'Genesys_Switch', 'EventOnHook'
ThisDN '2801'
CustomerID 'Resources'
Action: Extension '2801@Genesys_Switch' State:
NotMonitored since [10/08/02 13:44:48]
LoggedIn since [10/08/02 16:00:53]
WaitForNextCall since [10/08/02 16:00:54]
OnHook since [10/09/02 13:43:07]
Server: [10/09/02 13:43:09] Switch 'Genesys_Switch', 'EventOffHook'
ThisDN '3508'
CustomerID 'Resources'
Action: Extension '3508@Genesys_Switch' State:
Monitored since [10/08/02 13:45:01]
LoggedIn since [10/08/02 13:47:08]
WaitForNextCall since [10/08/02 16:16:22]
CallRinging (ConnID 28429976775737739) since [10/09/02 13:43:04]
OffHook since [10/09/02 13:43:09]
Server: [10/09/02 13:43:09] Switch 'Genesys_Switch', 'EventEstablished'
ThisDN '3508'
ConnID 006500e9cab0c18b (28429976775737739)
Call Type 'Internal'
This Queue '40001'
DNIS '480'
CustomerID 'Resources'
User Data
'IvrOrigin' '002001A'
Action: Extension '3508@Genesys_Switch' State:
Monitored since [10/08/02 13:45:01]
LoggedIn since [10/08/02 13:47:08]
WaitForNextCall since [10/08/02 16:16:22]
OffHook since [10/09/02 13:43:09]
CallInternal (ConnID 28429976775737739) since [10/09/02 13:43:09]
Status:
  Agent '3508', 'CallInternal', [10/09/02 13:43:09]
    Place 'Place_3508_Genesys_Switch', 'CallInternal', [10/09/02 13:43:09]
      Extension '3508@Genesys_Switch', 'CallInternal', [10/09/02 13:43:09]
Client: Sending message to 'UniversalRoutingServer' (472)
Client: [10/09/02 13:43:10] Message 'Info'
'LONG_VALUE' 0
'TM_LENGTH' 0
'TM_SERVER' 1034181790
'USER_REQ_ID' 0
'REQ_ID' 286
Server: [10/09/02 13:43:14] Switch 'Genesys_Switch', 'EventReleased'
ThisDN '3508'
ConnID 006500e9cab0c18b (28429976775737739)
Call Type 'Internal'
This Queue '40001'
DNIS '480'
CustomerID 'Resources'
User Data
'IvrOrigin' '002001A'
Action: Extension '3508@Genesys_Switch' State:
Monitored since [10/08/02 13:45:01]
LoggedIn since [10/08/02 13:47:08]
WaitForNextCall since [10/08/02 16:16:22]
OffHook since [10/09/02 13:43:09]
Server: [10/09/02 13:43:14] Switch 'Genesys_Switch', 'EventOnHook'
ThisDN '3508'
CustomerID 'Resources'
Action: ACDQueue '0002@Genesys_Switch' DNs Ready: 2
Action: ACDQueue '0002@Genesys_Switch' Agents Ready: 2
Action: Extension '3508@Genesys_Switch' State:
Monitored since [10/08/02 13:45:01]
LoggedIn since [10/08/02 13:47:08]
WaitForNextCall since [10/08/02 16:16:22]
OnHook since [10/09/02
-------------------------------------------------------13:43:14]
Server: [10/09/02 13:43:14] Switch 'Genesys_Switch', 'EventReleased'
ThisDN '3512'
ConnID 006500e9cab0c18b (28429976775737739)
Call Type 'Internal'
DNIS '480'
CustomerID 'Resources'
User Data
'IvrOrigin' '002001A'
Action: Extension '3512@Genesys_Switch' State:
Monitored since [10/08/02 13:45:01]
LoggedIn since [10/08/02 15:00:31]
WaitForNextCall since [10/08/02 15:59:37]
OffHook since [10/09/02 13:43:00]
Server: [10/09/02 13:43:14] Switch 'Genesys_Switch', 'EventOnHook'
ThisDN '3512'
CustomerID 'Resources'
Action: ACDQueue '0002@Genesys_Switch' DNs Ready: 3
Action: ACDQueue '0002@Genesys_Switch' Agents Ready: 3
Action: Extension '3512@Genesys_Switch' State:
Monitored since [10/08/02 13:45:01]
LoggedIn since [10/08/02 15:00:31]
WaitForNextCall since [10/08/02 15:59:37]
OnHook since [10/09/02 13:43:14]
Status:
  Agent '3508', 'WaitForNextCall', [10/09/02 13:43:14]
    Place 'Place_3508_Genesys_Switch', 'WaitForNextCall', [10/09/02 13:43:14]
      Extension '3508@Genesys_Switch', 'WaitForNextCall', [10/09/02 13:43:14]
Client: Sending message to 'UniversalRoutingServer' (472)
Client: [10/09/02 13:43:14] Message 'Info'
'LONG_VALUE' 0
'TM_LENGTH' 0
'TM_SERVER' 1034181794
'USER_REQ_ID' 0
'REQ_ID' 286
Status:
  Agent '3512', 'WaitForNextCall', [10/09/02 13:43:14]
    Place 'Place_3512_Genesys_Switch', 'WaitForNextCall', [10/09/02 13:43:14]
      Extension '3512@Genesys_Switch', 'WaitForNextCall', [10/09/02 13:43:14]
Client: Sending message to 'UniversalRoutingServer' (472)
Client: [10/09/02 13:43:15] Message 'Info'
'LONG_VALUE' 0
'TM_LENGTH' 0
'TM_SERVER' 1034181795
'USER_REQ_ID' 0
'REQ_ID' 280
Server: [10/09/02 13:45:50] Switch 'Genesys_Switch', 'EventQueued'
ThisDN '480'
ConnID 006500e9cab0c18c (28429976775737740)
Call Type 'Inbound'
This Queue '480'
DNIS '480'
ANI '3512'
CustomerID 'Resources'
Server: [10/09/02 13:45:50] Switch 'Genesys_Switch', 'EventRouteRequest'
ThisDN '480'
ConnID 006500e9cab0c18c (28429976775737740)
Call Type 'Inbound'
This Queue '480'
DNIS '480'
ANI '3512'
CustomerID 'Resources'
Extensions
'AgentGroup' '16777217'
Action: RoutingPoint '480@Genesys_Switch' State:
Monitored since [10/08/02 13:45:01]
WaitForNextCall since [10/08/02 13:45:01]
CallWait (ConnID 28429976775737740) since [10/09/02 13:45:50]
Server: [10/09/02 13:45:51] Switch 'Genesys_Switch', 'EventRouteUsed'
ThisDN '480'
ConnID 006500e9cab0c18c (28429976775737740)
Call Type 'Inbound'
This Queue '480'
DNIS '480'
ANI '3512'
CustomerID 'Resources'
ThirdPartyDN '2800'
Action: RoutingPoint '480@Genesys_Switch' State:
Monitored since [10/08/02 13:45:01]
WaitForNextCall since [10/08/02 13:45:01]
Server: [10/09/02 13:45:51] Switch 'Genesys_Switch', 'EventDiverted'
ThisDN '480'
ConnID 006500e9cab0c18c (28429976775737740)
Call Type 'Inbound'
This Queue '480'
DNIS '480'
ANI '3512'
CustomerID 'Resources'
ThirdPartyDN '2801'
Server: [10/09/02 13:45:51] Switch 'Genesys_Switch', 'EventRinging'
ThisDN '2801'
ConnID 006500e9cab0c18c (28429976775737740)
Call Type 'Inbound'
This Queue '480'
DNIS '480'
ANI '3512'
CustomerID 'Resources'
Action: Extension '2801@Genesys_Switch' State:
NotMonitored since [10/08/02 13:44:48]
LoggedIn since [10/08/02 16:00:53]
WaitForNextCall since [10/08/02 16:00:54]
OnHook since [10/09/02 13:43:07]
CallRinging (ConnID 28429976775737740) since [10/09/02 13:45:51]
Server: [10/09/02 13:45:51] Switch 'Genesys_Switch', 'EventOffHook'
ThisDN '3512'
CustomerID 'Resources'
Action: ACDQueue '0002@Genesys_Switch' DNs Ready: 2
Action: ACDQueue '0002@Genesys_Switch' Agents Ready: 2
Action: Extension '3512@Genesys_Switch' State:
Monitored since [10/08/02 13:45:01]
LoggedIn since [10/08/02 15:00:31]
WaitForNextCall since [10/08/02 15:59:37]
OffHook since [10/09/02 13:45:51]
Server: [10/09/02 13:45:51] Switch 'Genesys_Switch', 'EventDialing'
ThisDN '3512'
ConnID 006500e9cab0c18d (28429976775737741)
Call Type 'Outbound'
DNIS '5480'
CustomerID 'Resources'
Action: Extension '3512@Genesys_Switch' State:
Monitored since [10/08/02 13:45:01]
LoggedIn since [10/08/02 15:00:31]
WaitForNextCall since [10/08/02 15:59:37]
OffHook since [10/09/02 13:45:51]
CallDialing (ConnID 28429976775737741) since [10/09/02 13:45:51]
Server: [10/09/02 13:45:51] Switch 'Genesys_Switch', 'EventNetworkReached'
ThisDN '3512'
ConnID 006500e9cab0c18d (28429976775737741)
Call Type 'Outbound'
DNIS '5480'
CustomerID 'Resources'
Status:
  Agent '3512', 'CallDialing', [10/09/02 13:45:51]
    Place 'Place_3512_Genesys_Switch', 'CallDialing', [10/09/02 13:45:51]
      Extension '3512@Genesys_Switch', 'CallDialing', [10/09/02 13:45:51]
Client: Sending message to 'UniversalRoutingServer' (472)
Client: [10/09/02 13:45:52] Message 'Info'
'LONG_VALUE' 0
'TM_LENGTH' 0
'TM_SERVER' 1034181952
'USER_REQ_ID' 0
'REQ_ID' 280
Server: [10/09/02 13:45:52] Switch 'Genesys_Switch', 'EventOffHook'
ThisDN '2801'
CustomerID 'Resources'
Action: Extension '2801@Genesys_Switch' State:
NotMonitored since [10/08/02 13:44:48]
LoggedIn since [10/08/02 16:00:53]
WaitForNextCall since [10/08/02 16:00:54]
CallRinging (ConnID 28429976775737740) since [10/09/02 13:45:51]
OffHook since [10/09/02 13:45:52]
Server: [10/09/02 13:45:52] Switch 'Genesys_Switch', 'EventEstablished'
ThisDN '2801'
ConnID 006500e9cab0c18c (28429976775737740)
Call Type 'Inbound'
This Queue '480'
DNIS '480'
ANI '3512'
CustomerID 'Resources'
Action: Extension '2801@Genesys_Switch' State:
NotMonitored since [10/08/02 13:44:48]
LoggedIn since [10/08/02 16:00:53]
WaitForNextCall since [10/08/02 16:00:54]
OffHook since [10/09/02 13:45:52]
CallInbound (ConnID 28429976775737740) since [10/09/02 13:45:52]
Server: [10/09/02 13:45:52] Switch 'Genesys_Switch', 'EventEstablished'
ThisDN '3512'
ConnID 006500e9cab0c18d (28429976775737741)
Call Type 'Outbound'
DNIS '5480'
CustomerID 'Resources'
Action: Extension '3512@Genesys_Switch' State:
Monitored since [10/08/02 13:45:01]
LoggedIn since [10/08/02 15:00:31]
WaitForNextCall since [10/08/02 15:59:37]
OffHook since [10/09/02 13:45:51]
CallOutbound (ConnID 28429976775737741) since [10/09/02 13:45:52]
Status:
  Agent '3512', 'CallOutbound', [10/09/02 13:45:52]
    Place 'Place_3512_Genesys_Switch', 'CallOutbound', [10/09/02 13:45:52]
      Extension '3512@Genesys_Switch', 'CallOutbound', [10/09/02 13:45:52]
Client: Sending message to 'UniversalRoutingServer' (472)
Client: [10/09/02 13:45:53] Message 'Info'
'LONG_VALUE' 0
'TM_LENGTH' 0
'TM_SERVER' 1034181953
'USER_REQ_ID' 0
'REQ_ID' 280
Server: [10/09/02 13:45:54] Switch 'Genesys_Switch', 'EventAttachedDataChanged'
ThisDN '2801'
ConnID 006500e9cab0c18c (28429976775737740)
Call Type 'Inbound'
DNIS '480'
ANI '3512'
CustomerID 'Resources'
ThirdPartyDN '2801'
User Data
'IvrOrigin' '002001A'
Action: Extension '2801@Genesys_Switch' State:
NotMonitored since [10/08/02 13:44:48]
LoggedIn since [10/08/02 16:00:53]
WaitForNextCall since [10/08/02 16:00:54]
OffHook since [10/09/02 13:45:52]
CallInbound (ConnID 28429976775737740) since [10/09/02 13:45:52]
Server: [10/09/02 13:45:55] Switch 'Genesys_Switch', 'EventReleased'
ThisDN '2801'
ConnID 006500e9cab0c18c (28429976775737740)
Call Type 'Inbound'
This Queue '480'
DNIS '480'
ANI '3512'
CustomerID 'Resources'
Call State 'Transferred'
User Data
'IvrOrigin' '002001A'
Action: Extension '2801@Genesys_Switch' State:
NotMonitored since [10/08/02 13:44:48]
LoggedIn since [10/08/02 16:00:53]
WaitForNextCall since [10/08/02 16:00:54]
OffHook since [10/09/02 13:45:52]
Server: [10/09/02 13:45:55] Switch 'Genesys_Switch', 'EventQueued'
ThisDN '40001'
ConnID 006500e9cab0c18c (28429976775737740)
Call Type 'Inbound'
This Queue '40001'
DNIS '480'
ANI '3512'
CustomerID 'Resources'
Call State 'Transferred'
User Data
'IvrOrigin' '002001A'
Server: [10/09/02 13:45:55] Switch 'Genesys_Switch', 'EventQueued'
ThisDN '40001'
ConnID 006500e9cab0c18e (28429976775737742)
Call Type 'Internal'
This Queue '40001'
DNIS '40001'
CustomerID 'Resources'
Server: [10/09/02 13:45:55] Switch 'Genesys_Switch', 'EventRouteRequest'
ThisDN '40001'
ConnID 006500e9cab0c18e (28429976775737742)
Call Type 'Internal'
This Queue '40001'
DNIS '40001'
CustomerID 'Resources'
Extensions
'AgentGroup' '16777316'
Action: RoutingPoint '40001@Genesys_Switch' State:
Monitored since [10/08/02 13:45:01]
WaitForNextCall since [10/08/02 13:45:01]
CallWait (ConnID 28429976775737354) since [10/08/02 13:49:21]
CallWait (ConnID 28429976775737364) since [10/08/02 14:13:34]
CallWait (ConnID 28429976775737369) since [10/08/02 14:15:56]
CallWait (ConnID 28429976775737656) since [10/08/02 16:22:03]
CallWait (ConnID 28429976775737660) since [10/08/02 16:23:18]
CallWait (ConnID 28429976775737664) since [10/08/02 16:30:47]
CallWait (ConnID 28429976775737667) since [10/08/02 16:33:23]
CallWait (ConnID 28429976775737670) since [10/08/02 16:47:10]
CallWait (ConnID 28429976775737673) since [10/08/02 16:47:25]
CallWait (ConnID 28429976775737676) since [10/08/02 16:47:54]
CallWait (ConnID 28429976775737679) since [10/08/02 16:48:05]
CallWait (ConnID 28429976775737683) since [10/08/02 17:16:13]
CallWait (ConnID 28429976775737687) since [10/08/02 17:16:37]
CallWait (ConnID 28429976775737690) since [10/08/02 17:18:49]
CallWait (ConnID 28429976775737693) since [10/08/02 17:24:45]
CallWait (ConnID 28429976775737696) since [10/08/02 17:30:18]
CallWait (ConnID 28429976775737699) since [10/08/02 17:31:18]
CallWait (ConnID 28429976775737702) since [10/08/02 17:31:51]
CallWait (ConnID 28429976775737742) since [10/09/02 13:45:55]
Server: [10/09/02 13:45:57] Switch 'Genesys_Switch', 'EventOnHook'
ThisDN '2801'
CustomerID 'Resources'
Action: Extension '2801@Genesys_Switch' State:
NotMonitored since [10/08/02 13:44:48]
LoggedIn since [10/08/02 16:00:53]
WaitForNextCall since [10/08/02 16:00:54]
OnHook since [10/09/02 13:45:57]
Server: [10/09/02 13:45:58] Switch 'Genesys_Switch', 'EventRouteUsed'
ThisDN '40001'
ConnID 006500e9cab0c18e (28429976775737742)
Call Type 'Internal'
This Queue '40001'
DNIS '40001'
CustomerID 'Resources'
ThirdPartyDN '3508'
Action: RoutingPoint '40001@Genesys_Switch' State:
Monitored since [10/08/02 13:45:01]
WaitForNextCall since [10/08/02 13:45:01]
CallWait (ConnID 28429976775737354) since [10/08/02 13:49:21]
CallWait (ConnID 28429976775737364) since [10/08/02 14:13:34]
CallWait (ConnID 28429976775737369) since [10/08/02 14:15:56]
CallWait (ConnID 28429976775737656) since [10/08/02 16:22:03]
CallWait (ConnID 28429976775737660) since [10/08/02 16:23:18]
CallWait (ConnID 28429976775737664) since [10/08/02 16:30:47]
CallWait (ConnID 28429976775737667) since [10/08/02 16:33:23]
CallWait (ConnID 28429976775737670) since [10/08/02 16:47:10]
CallWait (ConnID 28429976775737673) since [10/08/02 16:47:25]
CallWait (ConnID 28429976775737676) since [10/08/02 16:47:54]
CallWait (ConnID 28429976775737679) since [10/08/02 16:48:05]
CallWait (ConnID 28429976775737683) since [10/08/02 17:16:13]
CallWait (ConnID 28429976775737687) since [10/08/02 17:16:37]
CallWait (ConnID 28429976775737690) since [10/08/02 17:18:49]
CallWait (ConnID 28429976775737693) since [10/08/02 17:24:45]
CallWait (ConnID 28429976775737696) since [10/08/02 17:30:18]
CallWait (ConnID 28429976775737699) since [10/08/02 17:31:18]
CallWait (ConnID 28429976775737702) since [10/08/02 17:31:51]
Server: [10/09/02 13:45:58] Switch 'Genesys_Switch', 'EventDiverted'
ThisDN '40001'
ConnID 006500e9cab0c18e (28429976775737742)
Call Type 'Internal'
This Queue '40001'
DNIS '40001'
CustomerID 'Resources'
ThirdPartyDN '3508'
Server: [10/09/02 13:45:58] Switch 'Genesys_Switch', 'EventRinging'
ThisDN '3508'
ConnID 006500e9cab0c18e (28429976775737742)
Call Type 'Internal'
This Queue '40001'
DNIS '40001'
CustomerID 'Resources'
Action: ACDQueue '0002@Genesys_Switch' DNs Ready: 1
Action: ACDQueue '0002@Genesys_Switch' Agents Ready: 1
[/color][/size]

Any help or suggestion would be greatly appreciated

[PeterJ]

Hi Gabriel,

could you describe the second (faulty) scenario in more detail (all objects on the switch call passes through)? Yeah, can analyse the log but  
Inbound call is coming from external network? Is some IVR involved?

Regards,
Peter

[victor]

Gabriel,

I looked at your log, but I cannot make heads or tails out of it.

I have noticed ConnID 006500e9cab0c18c :

[color=green][size=8pt]Server:  [10/09/02 13:45:50] Switch 'Genesys_Switch', 'EventQueued'
  ThisDN '480'
  ConnID 006500e9cab0c18c (28429976775737740)
  Call Type 'Inbound'
  This Queue '480'
  DNIS '480'
  ANI '3512'
  CustomerID 'Resources'
Server:  [10/09/02 13:45:50] Switch 'Genesys_Switch', 'EventRouteRequest'
  ThisDN '480'
  ConnID 006500e9cab0c18c (28429976775737740)
  Call Type 'Inbound'
  This Queue '480'
  DNIS '480'
  ANI '3512'
  CustomerID 'Resources'
  Extensions
      'AgentGroup'  '16777217'
[/size][/color]

but I could not really see anything strange with it.
Can you:

1. write a step by step description of the test scenario (e.g. 1. outside dial 8213; 2. call reaches DN 8200; 3. URS route call to agent DN 1234) so we can actually see how call is behaving
2. if possible can you post TServer log and not StatServer? TServer is responsible for handling attach-data, so if something is goofy, chances are it is there.
3. What exactly is this "second event" Are you talking about EventQueued and EventRouteRequest? From the logs, both of them contain DNIS and ANI.

Thanks,
Vic