Debug of DB connection on call qualification

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cavagnaro
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Re: Debug of DB connection on call qualification

Post by cavagnaro » 30 Nov 2012 16:01

Please also show where you configure the Oracle or MSSQL connection settings
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Re: Debug of DB connection on call qualification

Post by joao.carlos » 30 Nov 2012 17:20

As you asked, follos the screenshots!
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Re: Debug of DB connection on call qualification

Post by cavagnaro » 03 Dec 2012 09:51

Ok,
So far it seems that VisualCC is doing it ok, but I think something is still missing...
Please do a small test,
change from Oracle to MSSQL or viceversa, now go to CME and check the ERSDAP, the change you did should be reflected there...right? Can you confirm that please?

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Re: Debug of DB connection on call qualification

Post by joao.carlos » 03 Dec 2012 11:15

Hi cavagnaro,

Thanks again for your reply.

Actually, i don't know if i was clear about it, but the GCE database is in MSSQL.
Oracle is the client database that i should use only for the call qualification, because we will consult the type of the client in his CRM database.

When i developed the VisualIVR script, i got the problem in the DB connection, so i exported the table from Oracle to MSSQL to try to debug the problem, since i had previous experience only on MSSQL. But, unfortunately, i got the same problem in MSSQL.

As far as i understood, ERSDAP is the main DAP connection of the GCE system, where it connects to save/consult its own information.

I can't change it, because i do not have any table of GCE in the Oracle. Actually, as far as i know, the Compact Edition cannot work on any other database that is not MSSQL.

Well, anyway, i checked ERSDAP, ORACLE_CRM and MSSQL_CRM DAPs on the CME and all of them seem to be almost identical (except for username/password/configuration).

URS has connection to all of them.

Do you think it's possible that GCE does not support the version of the databases (main version/patch)?

I can't imagine what is missing. I've checked screen by screen with others GCE's that works with databases and nothing seem different.

I'm wondering if I will have to reinstall it...
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Re: Debug of DB connection on call qualification

Post by cavagnaro » 03 Dec 2012 11:48

Ohhh...ok...Let me explain in deeper detail :)
MSSQL storages only CfgServer (heart) of Genesys. You might have as well other 2 DB for ODS and ETL.
CfgServer uses no DAP as it is started at a lower level, independent of Framework so ERSDAP will not be used by it. To probe my point please share a screenshot of ERSDAP DBInfo properties tab.
ERS (Enterprise Routing Server) DAP what does is to be there as dummy actually to be used...so what I guess is happening on VisualCC is that it manages the properties of that object via SDK...that is why I ask you to do such test, configure it to Oracle just to test and then point it to your customer DB. Remember, at this point I need 2 screenshots, the original one and the after you changed to Oracle.
On your Genesys Server (Premium) you need Oracle client tools installed so it can communicate to the Oracle server, which seems to be ok for what you mentioned on earlier posts.

Lets see what we find out up to this
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Re: Debug of DB connection on call qualification

Post by joao.carlos » 03 Dec 2012 12:08

Ok cavagnaro,

Thanks again for your reply. I attached the screenshots. I hope it is what you asked for. I saw no difference in ERSDAP after changing the DAP in the VisualIVR script. And, in my concern, it should not!

I appreciate your help.
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Re: Debug of DB connection on call qualification

Post by cavagnaro » 03 Dec 2012 12:24

Nice! So what I can guess from this pics is that the ORACLE_CRM DAP is the one storing your customer Oracle DB you want to configure it, right?
If so, that is the issue! :D
Go to URS properties and ADD this DAP (ORACLE_CRM) to the connections tab...that should be it :)

Regards!
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Re: Debug of DB connection on call qualification

Post by joao.carlos » 03 Dec 2012 12:53

You are absolutely right.

But ORACLE_CRM is already there. In the previous pictures, it was named ORACLE only, but as i'm trying to discover the problem, sometimes i create new DAPs and delete the old ones.

See picture attached.

When i delete a DAP in VisualCC, it automatically goes off the Connections tab of URS, and when i create it, it creates in the URS tab automatically too.

That's what is most weird. URS knows the DAP, but says it's an unknown server.
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Re: Debug of DB connection on call qualification

Post by cavagnaro » 03 Dec 2012 12:59

Ok, I think I see something here, so far connections are ok then.
I see that on Oracle you setted up the IP Address and port...but it is wrong as should be the listener name declared on tsanames...use tsping to test it...
put the name of the alias you have declared on the tshosts
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Re: Debug of DB connection on call qualification

Post by joao.carlos » 03 Dec 2012 13:01

See in URS log. I created a similar strategy in another client, and it works fine. Look at the log:


10:35:00.480 Int 22000 #### - 006f021b103f817c - IxnRouting - Qualifying - VisualIvrGroup - AutoAttendant - DBLookUp - SqlStatment : Select RAMAL from ORIGEM where ANI='07192230000' calltype : 1

10:35:00.480 Int 22000 #### - 006f021b103f817c - IxnRouting - Qualifying - VisualIvrGroup - AutoAttendant - DBLookUp - SqlStatementStart : SELECT.
10:35:00.480_I_I_006f021b103f817c [07:38] HERE IS XDATA
_D_I_ [07:38] request 14 to dbserver VisualCCDBServer sent: Select RAMAL from ORIGEM where ANI='07192230000'
10:35:00.480_M_I_006f021b103f817c [17:11] VQ 0000000002087e40 first available call: none, reason=strategy
10:35:00.480_M_I_006f021b103f817c [17:11] VQ 0000000002087a40 first available call: none, reason=strategy
10:35:00.480_I_I_006f021b103f817c [09:04] <<<<<<<<<<<<suspend interpretator(XDATA_EX), func:GetDataBaseInfo timers:00010
DEvent: nMsgID=MSG_RETRIEVED; nServer=1; nStatus=1; nRequestID=14; nProfileTime 42 szSQLCmd=''; pRecord=0x269fca0
key RAMAL [String] value: "8227"
10:35:00.525_D_I_006f021b103f817c [05:02] MSG_RETRIEVED(status success) is received from dbserver VisualCCDBServer
DEvent: nMsgID=MSG_RETRIEVED; nServer=1; nStatus=-99; nRequestID=14; nProfileTime 42 szSQLCmd=''; pRecord=0x0
10:35:00.525_D_I_006f021b103f817c [05:02] MSG_RETRIEVED(status nomore or empty) is received from dbserver VisualCCDBServer
10:35:00.525_M_I_006f021b103f817c [17:11] VQ 0000000002087e40 first available call: 006f021b103f817c, reason=strategy
10:35:00.525_M_I_006f021b103f817c [17:11] VQ 0000000002087a40 first available call: 006f021b103f817c, reason=strategy
10:35:00.525_I_I_006f021b103f817c [09:05] >>>>>>>>>>>>resume interpretator(0), func:GetDataBaseInfo
_I_I_006f021b103f817c [09:04] ASSIGN: DBResult(LOCAL) <- STRING: "8227"

10:35:00.525 Int 22000 #### - 006f021b103f817c - IxnRouting - Qualifying - VisualIvrGroup - AutoAttendant - DBLookUp - DB result: 8227
request to 65200(TServerA4400) message RequestUpdateUserData
AttributeReferenceID 2436
AttributeUserData [36] 00 02 00 00..
'RAMAL' '8227'
'DB_ERROR_CODE' '-1'


And now on the problematic one:

15:49:56.776 Int 22000 #### - 006f021b36a3a9ce - IxnRouting - Qualifying - VisualIvrGroup - AutoAttendant - DBLookUp - SqlStatment : Select RAMAL from CLIENTEMARCA where CPF='00000000000'; calltype : 2

15:49:56.776 Int 22000 #### - 006f021b36a3a9ce - IxnRouting - Qualifying - VisualIvrGroup - AutoAttendant - DBLookUp - SqlStatementStart : SELECT.
15:49:56.776_I_I_006f021b36a3a9ce [07:38] HERE IS XDATA
_I_E_006f021b36a3a9ce [09:04] error in strategy: 0014 Unknown server
_I_I_006f021b36a3a9ce [09:04] ASSIGN: DBResult(LOCAL) <- STRING: ""

15:49:56.776 Int 22000 #### - 006f021b36a3a9ce - IxnRouting - Qualifying - VisualIvrGroup - AutoAttendant - DBLookUp - DB result : () error : ( Unknown server )
_I_I_006f021b36a3a9ce [09:04] ASSIGN: DBErrorCode(LOCAL) <- STRING: "14"

15:49:56.777 Int 22000 #### - 006f021b36a3a9ce - IxnRouting - Qualifying - VisualIvrGroup - AutoAttendant - DBLookUp - update of the DB_ERROR_CODE data
_I_I_006f021b36a3a9ce [09:04] ASSIGN: outError(LOCAL) <- INTEGER: -3

15:49:56.777 Int 22000 #### - 006f021b36a3a9ce - IxnRouting - Qualifying - VisualIvrGroup - AutoAttendant - DBLookUp - DB result bad script or unkown request error : 14
request to 65200(--) message RequestUpdateUserData
AttributeReferenceID 54105
AttributeUserData [32] 00 02 00 00..
'RAMAL' ''
'DB_ERROR_CODE' '14'
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