Genesys T-Server: Call placed and queued in Genesys Enterprise does not get Dequeued

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(New page: <h2> A call placed and queued in Genesys Enterprise does not get Dequeued.</h2> <table border="1"> <tr> <th> <b>Problem Summary</b> </th><td>A call placed into a Genesys enterprise system...)
 
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<th> <b>Possible Cause</b>
<th> <b>Possible Cause</b>
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</th><td>
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Incorrect T-Server Host/Port configuration.
 
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CTI-Server not 8.0(2) or above
 
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<th> <b>Recommended Action</b>
<th> <b>Recommended Action</b>
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</th><td>  
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Is CTI-Server up and accepting connections (Look in the title Bar) - If not correct and retry.
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Proceed to [http://docwiki.cisco.com/wiki/Genesys_T-Server:_Call_to_Genesys_Enterprise_with_available_agents_does_not_go_to_UCCE Call to Genesys Enterprise with available agents does not go to UCCE].
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If no OPEN_REQ is seen in the CTI-Server log check the Genesys Host/Port configuration and retry.
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If an OPEN_REQ is seen and an OPEN_CONF is seen the open handshake looks good, pursue Genesys T-Server troubleshooting.
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If an OPEN_REQ is seen in the CTI-Server log but a FAILURE_CONF is seen instead look at the failure reason.  If a mal-formed message or invalid mask pursue T-Server troubleshooting.  One reason would be if CTI-Server was pre 8.0 (CTI V14 or above and 8.0(2)+) is required.
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Latest revision as of 19:45, 27 April 2010

A call placed and queued in Genesys Enterprise does not get Dequeued.

Problem Summary A call placed into a Genesys enterprise system gets treatment and is queued but does not get dequeued and delivered to the agent site when a UCCE agent becomes available.
Error Message N/A.
Possible Cause
Recommended Action

Proceed to Call to Genesys Enterprise with available agents does not go to UCCE.

Release Release 8.0(2)
Associated CDETS # N/A

Rating: 0.0/5 (0 votes cast)

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