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

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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

Incorrect T-Server Host/Port configuration. CTI-Server not 8.0(2) or above

Recommended Action

Is CTI-Server up and accepting connections (Look in the title Bar) - If not correct and retry.

If no OPEN_REQ is seen in the CTI-Server log check the Genesys Host/Port configuration and retry.

If an OPEN_REQ is seen and an OPEN_CONF is seen the open handshake looks good, pursue Genesys T-Server troubleshooting.

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.


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

Rating: 0.0/5 (0 votes cast)

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