unable to call out by using gdesktop

[lekie]

Hi eveyone,

I got error when agent call out by using gdesktop and press extension number.
1. Agent log in on gdesktop and make call out to PABX
2. PABX greeting welcome and annouce to press extension
3. Agent press extension and get the error on gdesktop "Telephony error unsupport operation"

*** I got this error after upgrade OXE patch from version 9.1 i1.60539 up to version 9.1 i1.60541
Tserver => version 8.1.002.02
OXE Alcatel 4400 => version 9.1 i1.60541

Tserver Log file as below,

18:37:21.875 +++ CIFace::Request +++
-- new invoke
-- replace substitution with real device
-- thisCall by party
-- replace group with real device
Parsed: RequestSendDTMF
From: gdesktop[488]/38
Numbers: +<1430> -<none>
Calls: 1f56e68:1 none
Parties: 1430.1f56f88-1f56e68:1
none
Status: parsed:1 queued:0 sent:0 acked:0 preevent:0 event:0 context:0 transferred:0
-----
-- validate
-- state check: ok
Q state:RQ[0,0]
CIFace: Sent CRequest@1d8be7c RequestSendDTMF-gdesktop[488]/38
TNAEmulator::NotifyBackup()
-- NAData ClRq added
-- RegisterQueue: CRequest@1d8be7c RequestSendDTMF-gdesktop[488]/38 14907f0 RQ[0,1]
-- RegisterQueue: CRequest@1d8be7c RequestSendDTMF-gdesktop[488]/38 1ed1418 RQ[0,1]
18:37:21.875 --- CIFace::Request ---
18:37:21.875 +++ Input +++
CSTA2Server::Response(): RQ[0,1], sent: 2
Response (1161): for CRequest@1d8be7c RequestSendDTMF-gdesktop[488]/38
18:37:21.875 Trc 36002 Request rejected: error code 1161(CSTA error: stateErrors : invalidObjectState)
@18:37:21.8750 [0] 8.1.002.02 send_to_client: message EventError
(Incorrect object state)
AttributeEventSequenceNumber 00000000000022eb
AttributeTimeinuSecs 875000
AttributeTimeinSecs 1362569841 (18:37:21)
AttributeExtensions [64] 00 02 01 00..
'GCTI_SOURCE_ERROR_TYPE' 2
'GCTI_SOURCE_ERROR_CODE' 2
AttributeErrorCode 1161
AttributeErrorMessage 'CSTA error: stateErrors : invalidObjectState'
AttributeThisDN '2996'
AttributeReason [2] 00 00..
AttributeReferenceID 38
AttributeConnID 006c02230c7f403e
AttributeDTMFDigits '7'
AttributeClientID 10

Thanks you in advance,
Lekie

[tot3nkopf]

Resync Genesys with PBX. (resync G)
Also you can check if agent is already logged on proacd. Log of via command line and try again to log in from gdesktop.

[lekie]

For OXE I did killall cstamono and Genesys I restarted Tserver and gdesktop already.
Also logged out on proacd and test it again but still got same error.

Thanks,

[cavagnaro]

Lol, you posted the answer my friend:

*** I got this error after upgrade OXE patch from version 9.1 i1.60539 up to version 9.1 i1.60541

So something is wrong on that OXE release related to CSTA...just like that

Or go backwards or see if there is any newest patch

What happens if you try to dial the remote extension number using the phone and not GAD? Does it work?

[lekie]

I can use ipsoftphone to dial.
OXE release version 9.1 i1.60541is the newest patch.

[lekie]

I rollback OXE patch to version 9.1 i1.60539, it is working as the same.

Thanks for all.

[b3studio]

Hi P'Lekkie
I also have problem same as you but different version bellowing :
Tserver => version 8.1.003.04
OXE Alcatel 4400 => Current version 10.1.1 j2.60320.i

My vendor upgrade the OXE Patch From Version 9.1i1.60522 to 10.1.1 j2.60320.i. After that I got the a few error from this patch. The sendDTMF is the one.

14:13:31.378 Trc 04541 RequestSendDTMF received from [556] (0000000d gad_7640104 10.201.80.3:2438)
message RequestSendDTMF
AttributeReferenceID 8
AttributeThisDN '6000'
AttributeDTMFDigits '0'
AttributeConnID 0073022aedd9600b
AttributeReason [2] 00 00..
AttributeExtensions [2] 00 00..
14:13:31.378 Int 04543 Interaction message "RequestSendDTMF" received from 556 ("gad_7640104")
14:13:31.378 -- created: CRequest@1c9fb14 RequestSendDTMF-gad_7640104[556]/8
14:13:31.378 +++ CIFace::Request +++
-- new invoke
-- replace substitution with real device
-- thisCall by party
-- replace group with real device
Parsed: RequestSendDTMF
From: gad_7640104[556]/8
Numbers: +<9217> -<none>
Calls: 1d82ad0:1 none
Parties: 9217.1db9838-1d82ad0:1
none
Status: parsed:1 queued:0 sent:0 acked:0 preevent:0 event:0 context:0 transferred:0
-----
-- validate
-- state check: ok
Q state:RQ[0,0]
CIFace: Sent CRequest@1c9fb14 RequestSendDTMF-gad_7640104[556]/8
TNAEmulator::NotifyBackup()
-- NAData ClRq added
-- RegisterQueue: CRequest@1c9fb14 RequestSendDTMF-gad_7640104[556]/8 14ed708 RQ[0,1]
-- RegisterQueue: CRequest@1c9fb14 RequestSendDTMF-gad_7640104[556]/8 1c97818 RQ[0,1]
14:13:31.378 --- CIFace::Request ---
14:13:31.378 +++ Input +++
CSTA2Server::Response(): RQ[0,1], sent: 1
Response (1161): for CRequest@1c9fb14 RequestSendDTMF-gad_7640104[556]/8
14:13:31.378 Trc 36002 Request rejected: error code 1161(CSTA error: stateErrors : invalidObjectState)
@14:13:31.3780 [0] 8.1.003.04 send_to_client: message EventError
(Incorrect object state)
AttributeEventSequenceNumber 000000000000242e
AttributeTimeinuSecs 378000
AttributeTimeinSecs 1370848411 (14:13:31)
AttributeExtensions [64] 00 02 01 00..
'GCTI_SOURCE_ERROR_TYPE' 2
'GCTI_SOURCE_ERROR_CODE' 2
AttributeErrorCode 1161
AttributeErrorMessage 'CSTA error: stateErrors : invalidObjectState'
AttributeReason [2] 00 00..
AttributeConnID 0073022aedd9600b
AttributeDTMFDigits '0'
AttributeThisDN '6000'
AttributeReferenceID 8
AttributeClientID 13
14:13:31.378 Int 04545 Interaction message "EventError" sent to 556 ("gad_7640104")
14:13:31.378 Trc 04542 EventError sent to [556] (0000000d gad_7640104 10.201.80.3:2438)
FinishRequest CRequest@1c9fb14 RequestSendDTMF-gad_7640104[556]/8
IFace stats: q=0 s=0
-- complete
-- NAData ClRq removed
-- deleted: CRequest@1c9fb14 RequestSendDTMF-gad_7640104[556]/8
-- AckQueues(): CRequest@1c9fb14 RequestSendDTMF-gad_7640104[556]/8 1c97818
-- AckQueues(): CRequest@1c9fb14 RequestSendDTMF-gad_7640104[556]/8 14ed708

I am collecting information to rollback to same version.

BRs,
b3studio (N'boy)

[tot3nkopf]

Do you have the same state for agent and proacd set in PBX as agent on Genesys side (logged on or off). Maybe somehow this is not synchronized).
In genesys compact this is possible in the following mode:
- stop solution with SCI
- start only RSISynchroServer
- find and run StartssbdMaint.bat
- use the commands resync G or resync P (sync with Genesys or sync with PBX)
- stop RSI SychroServer
- start solution

I do not know if this works with full Genesys suite, thus it should.

[cavagnaro]

RSISynchroServer only gets agents IDs and viceversa from Genesys to OXE or the way around.
As stated, seems you have many issues with this new patch...ask your vendor to rollback and open an eSR on ALU directly

[b3studio]

I absolutely agree with cavagnaro. I contacting vendor to check impact from the new patch. I am sorry could you please determine ,What the RSISynchroServer stand for and whose belong this product ?