Genesys T-server 7.6

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Apr 16th, 2008
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Hi, has anyone successfully configured Call Manager with Genesys t-server 7.6


I need to upgrade our genesys environment to 7.6 so I can upgrade my CCM4.1.3 cluster to CCM6 but when I start our outbound genesys campaigns, it dials the numbers for 3 seconds and then disconnects the calls.



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Abdulbaseer Mohammed Wed, 04/16/2008 - 21:38
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Have done few setups with CM and Genesys. You may want to specify your question is more about outbound/OCS.


Can you please clarify the disconnect is before the upgrade or after the upgrade?


Baseer.

dsemmler Wed, 04/16/2008 - 22:02
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Baseer, it is with OCS, we are running 7.0.3 T-server to ccm 4.1.3.


I uninstall the 7.0 and install the 7.6, and import a specific config file for 7.6 due to the option changes.


the T-serevr starts up OK and registers everything correctly, but when it makes outbound calls, they simply disconnect atfer about 3 seconds and I get this in the t-server logs


@22:06:35.9570 [((] S 9 'terminal event(OCS_R_96017): com.cisco.jtapi.CiscoRTPOutputStoppedEvImpl'

@22:06:36.1760 [((] S 9 'CallEv(12)=> Type=ConnFailedEvent Cause=CAUSE_RESOURCES_NOT_AVAILABLE CiscoCause=CAUSE_RESOURCESNAVAIL Cid=16904068 MetaCode(true)=META_CALL_PROGRESS Addr=96017'

@22:06:36.1760 [((] S 9 'CallEv(12)=> Type=CallCtlConnFailedEv Cause=CAUSE_RESOURCES_NOT_AVAILABLE CiscoCause=CAUSE_RESOURCESNAVAIL Cid=16904068 MetaCode(false)=META_CALL_PROGRESS Addr=96017'

@22:06:36.1760 [((] ISIS 12 16904068 [email protected]_R_96017' 107 '00409615722'

@22:06:36.1760 [tout] Collected jtapi[0] tevent(c:DESTINATION_BUSY)([email protected]_R_96017:00409615722) (101ef84:6b) (:0).

@22:06:36.1760 [tout] CcmSharedAddressResolver: Resolved [email protected]_R_96017 -> 96017 [Single in CME]

@22:06:36.1760 [sm] CcmRouteParty::CcmEventDestinationBusy for 96017

@22:06:36.1760 [sm] CcmRouteParty::set_connState: 0 --> f

@22:06:36.1760 [tout] CcmRouteParty(96017:006b018ff8ac4001) disconnecting, cause 6b

@22:06:36.1760 [))] Disconn 16904068 '96017'


and this from JTAPI


13743: Apr 16 22:06:31.895 GMT+1000 %JTAPI-JTAPI-7-UNK:(P1-ctitapi)[(P1-10.2.67.169) EventThread][OCS_R_96017] Request: getCallingTerminal()

13744: Apr 16 22:06:31.895 GMT+1000 %JTAPI-JTAPIIMPL-7-UNK:{(P1-ctitapi) GCID=(1,126852)->ACTIVE} CallManager.updateLastRedirectedAddress:LastRedirectedParty not available.

13745: Apr 16 22:06:35.942 GMT+1000 %JTAPI-PROTOCOL-7-UNK:(P1-10.2.67.169) received Event: com.cisco.cti.protocol.StopTransmissionEvent {

eventSequence = 838

deviceCallManagerID = 1

deviceID = 3038

callCallManagerID = 1

callLegID = 17130192

mediaDeviceName =

mediaResourceId = 0

}

13746: Apr 16 22:06:35.942 GMT+1000 %JTAPI-CTIIMPL-7-UNK:(P1-10.2.67.169) EventThread handling event com.cisco.cti.protocol.StopTransmissionEvent[838]

13747: Apr 16 22:06:35.942 GMT+1000 %JTAPI-CTI-7-UNK:Call:[GCID=(126852/1),CID=17130192] On Device:(P1-ctitapi) OCS_R_96017(1,3038) StopTransmission

13748: Apr 16 22:06:35.942 GMT+1000 %JTAPI-JTAPI-7-UNK:(P1-ctitapi) [OCS_R_96017] CiscoRTPOutputStoppedEv [#373]


I have tried various options in T-Server, and our Genesys integrator is stumped as well.


regs,


Darren


Riccardo Bua Wed, 04/16/2008 - 23:05
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Hi,


problem is most likely on the Telco it returns to the GW and subsequently to the CUCM a destination not available ISDN cause, get the CUCM detailed traces and look for the GCID in your current case 126852.


Regards,


Riccardo

dsemmler Thu, 04/17/2008 - 14:19
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I initially thought that, but if I stop the t-server, copy the 7.0.3 files into the t-server folder, import the 7.0 CFG file OCS works fine again, with no changes to CUCM, so I believe it has to be a genesys t-server, or other genesys application options.


regs,


Darren

Abdulbaseer Mohammed Thu, 04/17/2008 - 20:15
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Well it could be few things however see in these two places:


1) try increasing your optional wait in Genesys OCS config


Increase the value of the OCS option call_wait_in_queue_timeout


2) Check the availability of agents that are ready to take calls or the RP is valid one to send or connect this call (do you get any ring for that 3 sec at desktop)


Also try to capture your OCS logs.


Good luck.

iziks Thu, 10/22/2009 - 02:58
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Hi,

We are also interesting to set up genesys contact center with CUCM.

Could you please describe the archetecture of you enviroment?

a specialy who is act as queueing (Genesys stream manager or Cisco )???

dsemmler Thu, 10/22/2009 - 05:08
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Cisco is doing all the Queueing/Routing.


We have CTI RP as Queue and route points which are referenced in your routing scripts. T-server connects to CUCM with JTAPI. The Genesys Doco is quite good, but we only use genesys for outbound dialer at this stage, we have uCCE for cintact centre.

Abdulbaseer Mohammed Thu, 10/22/2009 - 06:44
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Iziks,


Intrestting question. Hope this helps.


Genesys started with premisis based routing their strengths are in routing inbound then not too long ago they jumped in Outbound.


I helped few customers use same concept witth a RP or DN or CTI port on switch side to take the incoming calls and then Genesys strategy or strategies will take over the call. The call is then directed to appropriate agent and your telephony switch will deliver the call.


Genesys routing engine is far superior than any one out there however they are not a complete end to end like Cisco or Avaya on the flip side they can work with all of them.


Good luck.

Baseer.

Abdulbaseer Mohammed Thu, 10/22/2009 - 07:08
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Both genesys and Cisco has clear documentation on this integration. If you spend some time on it, its pretty straight forward.


Let your vendor or provider help you as well. Its important you do the design and config right first time.


Good luck,

Baseer.

dsemmler Thu, 10/22/2009 - 13:29
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Here is our working t-server config file. We run all the genesys components on VMWARE with no issues as well



Attachment: 
cjnelson1 Fri, 10/23/2009 - 19:29
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I would also be interested in seeing the configuration posted in the last message. I am setting up a Cisco ip2ip gateway to work in conjunction with Genesys. One item I am particularly having an issue with is the Genesys auto answer feature.


Attached are the related sip messages.


It appears as if it sends a notify to the Cisco device, but the Cisco responds with SIP/2.0 489 Bad Event - Malformed/Unsupported Event.


Is there anything that can be done to support the subscribe / notify that is being received from the Genesys?



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