CCO migration to virtual machine made a lot of 1 second calls

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idtasov
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CCO migration to virtual machine made a lot of 1 second calls

Post by idtasov » 26 May 2016 08:20

Hello,

We installed CCO with OXE for predictive campains. And all seams was well. This year the customer changed CCO server from IBM to virtual machine and the main problem is that dialer make a lot of fake calls of 1 second. There is no detection for fax and answering machine. Software configuration is as before hardware server was broken. Any idea what is nesesary to ajast to stop false calls? Version of CCO is 9.0.8.0, PBX is 9.0 patch 50a, SQL is 2008 on server Windows 2003 also virtualised.

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Re: CCO migration to virtual machine made a lot of 1 second calls

Post by tot3nkopf » 26 May 2016 13:52

Logs, configuration description, etc...We cannot guess....
And I think officially virtualization is not supported officially...

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Re: CCO migration to virtual machine made a lot of 1 second calls

Post by idtasov » 27 May 2016 03:03

I will collect logs from T-server and what traces from PBX?

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Re: CCO migration to virtual machine made a lot of 1 second calls

Post by tot3nkopf » 27 May 2016 06:36

Follow TG0066 --> CCO troubleshooting
You can find also further information for the outbound part in TG0038 - Genesys troubleshooting

I would bet on some problems with timers 314 and 315. However you should have hsd this problems prior to the migration to VM.

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Re: CCO migration to virtual machine made a lot of 1 second calls

Post by cavagnaro » 27 May 2016 08:02

Wouldn't make sense as CPD detection is done by GPA board. CCO only handles calling lists and routing requests to the PBX.
I bet you had that issue before but as part of the migration you began to test everything and then the red flag was raised...but not related to migration itself.


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Re: CCO migration to virtual machine made a lot of 1 second calls

Post by idtasov » 27 May 2016 08:12

Thank you,

in the guide there is

Set Type : ANALOG <<<
. . .
Ghost Z + True <<<
Ghost Z Feature + None <<< CCO -our config
VAD use for Ghost Z + True <<< False -our config

in our case the timers 314/315 will not work?

in TG0038 timer 353 starts when call is answered, but in installation guide R9.0 timer 354 starts to detect noise and if there is then starts 352. Is the same in our case - VAD use for Ghost Z + False?

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Re: CCO migration to virtual machine made a lot of 1 second calls

Post by cavagnaro » 27 May 2016 08:16

Vad must be true! No way that migration did this...
Follow CCO installation guide.
Feature is useless leave it in CCO only.


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Re: CCO migration to virtual machine made a lot of 1 second calls

Post by idtasov » 27 May 2016 08:21

I agree with Cavagnaro. Some timeout is big enough now with virtualization and it just hangup and release then.

The bigger amount of calls are well connected, but from accounting the score is not good.

I'll set 353 and 354 to 30 as 2 documents advise and hope...

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Re: CCO migration to virtual machine made a lot of 1 second calls

Post by tot3nkopf » 27 May 2016 08:47

Check all the configuration, not only ghost config: CSTA config, timers, etc... as Cav suggested (installation guide might help).

You need to be patient when tuning up the timers. The way you configure them depends on country, type of clients, etc. Why?: the way a person responds on the phone depends on the country ("Hello, John Doe here" might be very different from "Schultz"...then nothing....); if you target mobile phone 3-4 rings might be enough for a non answer detection --> the situation might be different for residences...etc...

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Re: CCO migration to virtual machine made a lot of 1 second calls

Post by cavagnaro » 27 May 2016 13:49

Bad thing about GPA is that settings are global so no way to make them different for each phone type like you would do on a software CPD.

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