Genesys T-Server: T-Server can’t connect to CTI-Server

(Difference between revisions)

Latest revision as of 17:53, 4 May 2010

Problem Summary	It appears (Maybe in the T-Server logs) that the T-Server is attempting to connect to CTI-server but is unsuccessful.
Error Message	Many - Non-Specific.
Possible Cause	Incorrect T-Server Host/Port configuration. UCCE system isn't the correct version (CTI-Server not 8.0(2) or above).
Recommended Action	Check if CTI-Server up and accepting connections (Look in the title Bar) - If not correct and retry. Check in the CTI-Server log for an OPEN_REQ. If none is seen check the Genesys Host/Port configuration and retry. Check the log to see if the OPEN_REQ has a matching OPEN_CONF - If so 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)

@@ Line 12: / Line 12: @@
 <th> <b>Possible Cause</b>
 </th><td>
-Incorrect T-Server Host/Port configuration.
+* Incorrect T-Server Host/Port configuration.
-CTI-Server not 8.0(2) or above
+* UCCE system isn't the correct version (CTI-Server not 8.0(2) or above).
 </td></tr>
 <tr>
 <th> <b>Recommended Action</b>
 </th><td>
-Is CTI-Server up and accepting connections (Look in the title Bar) - If not correct and retry.
+Check if CTI-Server up and accepting connections (Look in the title Bar) - If not correct and retry.<br>
+<br>
-If no OPEN_REQ is seen in the CTI-Server log check the Genesys Host/Port configuration and retry.
+Check in the CTI-Server log for an OPEN_REQ.
+:If none is seen check the Genesys Host/Port configuration and retry.<br>
-If an OPEN_REQ is seen and an OPEN_CONF is seen the open handshake looks good, pursue Genesys T-Server troubleshooting.
+<br>
+Check the log to see if the OPEN_REQ has a matching OPEN_CONF - If so pursue Genesys T-Server troubleshooting.<br>
+<br>
 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.
 </td></tr>