Agent Greeting with Genesys CTI/Desktop

Hello everybody!
Is it possible to use agent greeting if the customer has integration with the Genesys Cisco T-Server.
The deployment - Unified CCE with Genesys CTI/Desktop Only.
He has:
- CVP 9.0;
- UCM 9.1;
- ICM 9.0.3;
- Genesys T-Server 8.0;

Hi,
Agent greeting does not support Genesys Cisco T-Server.
It supports only with the out of box CTI toll kit.
Regards,
Srinivasan

Similar Messages

  • Agent Greeting with Precsion Queueing anf Finesse

        Hello all
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    please share CVP and VXML application logs, but i think you must place agent greeting type variable in recording script. after CED just set greeting type.
    regards
    Chintan

  • Agent Greeting / Agent Recording error

    Agent greeting enabled
    DailNumber created for CM routing client as PlayAgentGreeting, RecordAgentGreeting
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    I am getting the error message Error [10170] Routing error while recording Agent Greeting
    with Regards,
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    Chintan,
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  • CTI OS answer call but not play agent greeting

    hello everyone
    i config agent greeting in UCCE
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    can i loss some config with play script? like CTI OS client config?

    hi
    next is rtr log
    Events from February 17, 2015:
    00:01:41:617 rb-rtr Trace: (35 x 0 : 0 0) NewCall: CID=(151257,301), DN=60000, ANI=1079, CED=, RCID=5001, MRDID=1, CallAtVRU=1, OpCode=0 
    00:01:41:617 rb-rtr Trace: (35 x 33 : 0 0) TransferToVRU: Label=1231231234567890, CorID=33, VRUID=5002, RCID=5001 
    00:01:41:781 rb-rtr Trace: (35 36 33 : 0 0) RequestInstr: CID=(151257,301), CallState=1 
    00:01:50:439 rb-rtr Trace: (35 36 33 : 0 0) ATR rule not found for agent 5001 at ext 1001. Device target had label 1001 (ID 5026). 
    00:01:50:439 rb-rtr Trace: (35 36 33 : 0 0) DeviceTargetPreCall_V11: CID=(151257,301), PerID=5000, SGSTID=5003, AGSTID=5001 NetworkCallFlags=0, InvokeID=18, GREET= 
    00:01:50:439 rb-rtr Trace: (35 36 33 : 0 0) Connect: CID=(151257,301), EventSelect=0, ServiceType=0, RCID=5001, Label(s)=1001 
    00:01:50:439 rb-rtr Trace: (35 36 33 : 0 0) Deleting Dialog. 
    next is CUCM pg pim log
    Events from February 17, 2015:
    00:01:27:095 PG1A-pim1 Trace: CSTASetAgentState: Peripheral::ProcessCSTAThirdPartyServiceRequest InvokeID=0xf0000046 Dev=1001 AgentMode=READY AGID=1000 SG=-1(0xffffffff)) 
    00:01:27:095 PG1A-pim1 Trace: PrivateData: EventReasonCode=0 WorkMode=0 NumAdditionalGroups=0 PositionID= SupervisorID= ClientAddress= 
    00:01:27:095 PG1A-pim1 Trace: CSTASetAgentStateConfEvent: TPServices::CSTASetAgentStateConfEvent InvokeID=0xf0000046 
    00:01:50:619 PG1A-pim1 Trace: DeviceTargetPreCallInd: PreLock: RTRCallKey=151257.301 NTID: 5035 dialed number=60000 CED= ASTID=5001, AG=, CustomerDefinitionID=1, AW=0 
    00:01:50:619 PG1A-pim1 Trace: DeviceTargetPreCallInd: PostLock: RTRCallKey=151257.301 ASTID: 5001 NTID: 5035 Ext: 1001 AG= AW=0 
    00:01:50:619 PG1A-pim1 Trace: CheckWhisperECCWithIPIVR: ECC.user.media.id8CF741800001000000000713F901A8C0 and Customer Call ID: -1 
    00:01:50:619 PG1A-pim1 Trace: AddPreRoutedCall: Inst: N1001 CreatedByPreCall: T PeriphCID: -1 Queue Count: 1 RouterCallKey=(151257/301) preCallRouteCrossRefID: 0, SkTT:0, GREET: DialedNumber:60000 CustID:1 AW=0 
    00:01:50:782 PG1A-pim1 Trace: Delivered: CID=16779291 ConnDevID=1079/1  AlertDevID=/0 CallingDev=1079/0 CalledDev=1001/0 LastRedDev=/0 LocalConn=1 Cause=22OrgTrk=-1 OrgTrkGrp=-1 TermTrk=-1 TrmTrkGrp=-1UniqueID= 000000000000081B016B9CB400000000 ANI=1079 DevTgDevStr=1001 
    00:01:50:782 PG1A-pim1 Trace: RetreivePreRoutedCall: Head Inst: N1001 CreatedByPreCall: T PeriphCID: -1 Queue Count: 1 RouterCallKey=(151257/301)  
    00:01:50:782 PG1A-pim1 Trace: MatchPendingCall (DeskLinkCall) : Inst: N1001 CreatedByPreCall: T PeriphCID: -1 RouterCallKey=(151257/301)  
    00:01:50:782 PG1A-pim1 Trace: Offered matched PreCall for CID: 16779291 Ext: 1001 SecondsPending: 0 
    00:01:50:783 PG1A-pim1 Trace: FreePreRoutedCall: Head Inst: N1001 CreatedByPreCall: T PeriphCID: -1 Queue Count: 0 RouterCallKey=(151257/301)  
    00:01:50:783 PG1A-pim1 Trace: CSTA DELIVERED, TelephonyDriver::Offered: SENT TO OPC
    CallID      = 16779291  DeviceID = 1079  DeviceType = Dynamic
    Alerting    = 
    Calling     = 1079
    Called      = 1001
    Redirection = 
    LocalState  = INITIATE
    Cause       = EC_NEW_CALL 
    00:01:50:783 PG1A-pim1 Trace: Delivered: CID=16779291 ConnDevID=1079/1  AlertDevID=1001/0 CallingDev=1079/0 CalledDev=1001/0 LastRedDev=/0 LocalConn=2 Cause=-1OrgTrk=-1 OrgTrkGrp=-1 TermTrk=-1 TrmTrkGrp=-1UniqueID= 000000000000081B016B9CB400000000 DevTgDevStr=1001 
    00:01:50:783 PG1A-pim1 Trace: GetAgentWhispePrimaryCallID: Unable to find PreRoutedCallPending 16779291 
    00:01:50:783 PG1A-pim1 Trace: CSTA DELIVERED, TelephonyDriver::Delivered: SENT TO OPC
    CallID      = 16779291  DeviceID = 1079  DeviceType = Dynamic
    Alerting    = 1001
    Calling     = 1079
    Called      = 1001
    Redirection = 
    LocalState  = ALERTING
    Cause       = EC_NONE 
    00:01:53:081 PG1A-pim1 Trace: CSTAAnswerCall: Peripheral::ProcessCSTAThirdPartyServiceRequest InvokeID=0xf0000047 AlertingCall(CID=16779291,Dev=1079,Type=Dynamic) 
    00:01:53:081 PG1A-pim1 Trace: PRIVATE_DATA: AnsweringDevice=1001 
    00:01:53:092 PG1A-pim1 Trace: Established: CID=16779291 ConnDevID=1001/0  AnsDevID=1001/0 CallingDev=1079/0 CalledDev=1001/0 LastRedDev=/0 LocalConn=3 Cause=-1OrgTrk=-1 OrgTrkGrp=-1 TermTrk=-1 TrmTrkGrp=-1UniqueID= 000000000000081B016B9CB400000000 DevTgDevStr=1001 
    00:01:53:092 PG1A-pim1 Trace: Checking for agent whisper enabled. Ext=1001 CallID=16779291 AW enabled=0 ReqEnbld:0 ReqSt=0 
    00:01:53:092 PG1A-pim1 Trace: Checking for RNA Requery. Ext=1001 CallID=16779291 RNA=0 Qtime=4 ReqEnbld:0 DNID:0 ReqSt:0 
    00:01:53:092 PG1A-pim1 Trace: CSTA ESTABLISHED, TelephonyDriver::Established: SENT TO OPC
    CallID      = 16779291  DeviceID = 1001  DeviceType = Static
    Answering   = 1001
    Calling     = 1079
    Called      = 1001
    Redirection = 
    LocalState  = CONNECT
    Cause       = EC_NONE 
    00:01:53:092 PG1A-pim1 Trace: Checking for AgentGreeting. GREET:  CustID: 1 
    00:01:53:093 PG1A-pim1 Trace: AnswerCallConf: InvokeID=121322 
    00:01:53:093 PG1A-pim1 Trace: CSTAAnswerCallConfEvent: TPServices::CSTAAnswerCallConfEvent InvokeID=0xf0000047 
    00:01:54:137 PG1A-pim1 Trace: RTPStarted: CID=16779291, ConnDevID=1001/0, Addr=10.0.0.159:24582, Direction=IN, RtpType=Audio, BitRate=1, EchoCan=ON, PktSize=20, Payload=4 , UniqueID=000000000000081B016B9CB400000000 
    00:01:54:232 PG1A-pim1 Trace: RTPStarted: CID=16779291, ConnDevID=1001/0, Addr=10.0.0.159:20664, Direction=OUT, RtpType=Audio, BitRate=1, EchoCan=ON, PktSize=20, Payload=4 , UniqueID=000000000000081B016B9CB400000000 
    00:01:57:537 PG1A-pim1 Trace: CSTAClearConnection: Peripheral::ProcessCSTAThirdPartyServiceRequest InvokeID=0xf0000048 Call(CID=16779291,Dev=1001,Type=Static) 
    00:01:57:537 PG1A-pim1 Trace: PRIVATE_DATA: CompoundRequestType=Unknown CSTA Event Type SubjectDevice=1001 
    00:01:57:546 PG1A-pim1 Trace: RTPStopped: CID=16779291, ConnDevID=1001/0, Addr=10.0.0.159:24582, Direction=IN, UniqueID=000000000000081B016B9CB400000000 
    00:01:57:547 PG1A-pim1 Trace: RTPStopped: CID=16779291, ConnDevID=1001/0, Addr=10.0.0.159:20664, Direction=OUT, UniqueID=000000000000081B016B9CB400000000 
    00:01:57:547 PG1A-pim1 Trace: ConnectionCleared: CID=16779291 ConnDevID=1001/0 ReleasingDev=1001/0 LocalConn=-1 Cause=-1UniqueID=000000000000081B016B9CB400000000 DevTgDevStr=1001 
    00:01:57:547 PG1A-pim1 Trace: CSTA CONNECTION CLEARED, TelephonyDriver::ConnectionCleared: SENT TO OPC
    CallID          = 16779291  DeviceID = 1001  DeviceType = Static
    ReleasingDevice = 1001
    LocalState      = NONE
    Cause           = EC_NONE 
    00:01:57:547 PG1A-pim1 Trace: CallCleared: CID=16779291 ConnDevID=/0 LocalConn=-1 Cause=-1UniqueID=000000000000081B016B9CB400000000  
    00:01:57:547 PG1A-pim1 Trace: CSTA CALL CLEARED, TelephonyDriver::CallCleared: SENT TO OPC
    CallID     = 16779291 DeviceID =   DeviceType = Static LocalState = NONE
    Cause      = EC_NONE 
    00:01:57:548 PG1A-pim1 Trace: ClearConnectionConf:  InvokeID=121323 
    00:01:57:548 PG1A-pim1 Trace: CSTAClearConnectionConfEvent: TPServices::CSTAClearConnectionConfEvent InvokeID=0xf0000048 
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    ECCVar:2=0
    ECCVar:7=en-us/microapp/ag_gr
    ECCVar:10=http://10.7.16.101
    ECCVar:0=041CFD63C13B11E4B2F187873ED96234.
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    19:30:19:175 PG2A-pim1 Trace: VRU->PG:EVENT_REPORT(16 bytes):DID=141 SendSeq#=3 EventCode=Answer(4).
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    19:30:27:925 PG2A-pim1 Trace: ToRouter_CallEventReport:CALL_EVENT_REPORT  RCID=5001 PID=5001 DID=141 DIDRelSeq#=3 LabelIndex=0 Event=6 DialogEnds=1 Cause=1.
    19:30:27:931 PG2A-pim1 Trace: VRU->PG:EVENT_REPORT(22 bytes):DID=143 SendSeq#=3 EventCode=Disconnect(6) CauseCode=NormalComplete(1).
    19:30:27:932 PG2A-pim1 Trace: ToRouter_CallEventReport:CALL_EVENT_REPORT  RCID=5001 PID=5001 DID=143 DIDRelSeq#=2 LabelIndex=0 Event=6 DialogEnds=1 Cause=1.
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         RoutingCrossRefID = 65616
         CurrentRoute      = PlayAgentGreeting
         CallingDevice      = 1021
         RequestType       = 59
         AG                = 1
         CustomerID        = 1
         PreferredASTID    = 5013.
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    19:30:19:031 PG1A-pim1 Trace: TelephonyDriver::SendMediaStreamRequest - AgentCallID=16783427, AgentCallConnectionDeviceID=1021,AgentCallConnectionDeviceIDType=0, InvokeID=815003.
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         EventCode = EC_AGENT_GREETING_STARTED GreetingType = 1 PeripheralErrorCode=0x0(0).
    19:30:19:177 PG1A-pim1 Trace: dtRequeryResultInd: RTRCallKey=151271.289 netTargID=0 ASTID=5013 Result=11 CallID=16783427.
    19:30:27:925 PG1A-pim1 Trace: MsgCallAgentGreetingEvent: CallID=16783427 ConnDevID=1021/0 EventCode=-1932787441.
    19:30:27:927 PG1A-pim1 Failed to play agent greeting type: 1, for call ID: 16783427, to agent ID: 2105, with the extension: 1021, due to original call dropped.
    19:30:27:929 PG1A-pim1 Trace: CSTA Call Agent Greeting, RecvCallAgentGreetingEventMsg: SENT TO OPC
         CallID = 16783427  DeviceID = 1021  DeviceType = Static
         EventCode = EC_AGENT_GREETING_ERROR GreetingType = 1 PeripheralErrorCode=0x4f2f(20271).
    19:30:27:929 PG1A-pim1 Trace: RTPStopped: CID=16783427, ConnDevID=1021/0, Addr=10.7.3.28:25222, Direction=IN, UniqueID=0000000000001843012E0A3200000000.
    19:30:27:930 PG1A-pim1 Trace: RTPStopped: CID=16783427, ConnDevID=1021/0, Addr=10.7.16.253:32294, Direction=OUT, UniqueID=0000000000001843012E0A3200000000.
    19:30:27:930 PG1A-pim1 Trace: ConnectionCleared: CID=16783427 ConnDevID=1021/0 ReleasingDev=1021/0 LocalConn=-1 Cause=-1UniqueID=0000000000001843012E0A3200000000 DevTgDevStr=1021.
    19:30:27:931 PG1A-pim1 Trace: CSTA CONNECTION CLEARED, TelephonyDriver::ConnectionCleared: SENT TO OPC

    i added the send to VRU node and the script aborts the "send to VRU" node. should i see the FeatureParam step on the CVP Pim log. it looks like ICM is not telling CVP the agent info or greeting type. but i do have the call.agentgreetingtype in my queue script.

  • Whisper and Agent Greeting

    Hi ,
    I had a query  on whisper and Personalised Agent Greeting supported in UCCE 8.5.
    Can't we configure both the above features and make them work simultaneously for call which is landing to agent?
    regds,
    aman

    Yes you can ...
    You can use Agent Greeting along with the Whisper Announcement feature. Here are some things to consider when using them together:
    - On the call, the Whisper Announcement always plays first, before the Agent Greeting.
    - To shorten your call-handling time, you may want to use shorter Whisper Announcements and Agent Greetings than you might if you were using either feature by itself. A long Whisper Announcement followed by a long Agent Greeting equals a long wait before an agent is actively handling a call.
    - If you use a Whisper Announcement, your agents probably handle different types of calls: for example, “English-Gold Member-Activate Card,” “English-Gold Member-Report Lost Card,” “English-Platinum Member-Account Inquiry.” Therefore, you may want to ensure the greetings your agents record are generic enough to cover the range of call types.
    source: http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/ipccenterprise8_5_1/configuration/guide/agwa85fg.pdf
    (page 18)
    Brian
    Please rate helpful posts.

  • UCCE Record Agent Greeting Exaple Script Fails at first Run Ext Script Node

    I am deploying Agent Greeting and trying to get the recording piece completed. When the example script gets to the run ext script node it fails.

    I am running 9.0 for UCCE, CUCM, and CVP.....When I press the record button on CTIOS agent I get a 101707 error with somthing about the route. Then I do a script monitor I notice the flow stops at the first run ext script node
    I have attached the PG Logs
           Sorry about the vagueness in the first post just seeing if any knew of this issue with the example scripts.

  • Play Agent Greeting

    I am configuring agent greeting in a lab environment and to this point, I have been unable to get this process to work.  Using CCE 9.0 with an IP Communicator with Built-In-Bridge enabled.
    Record agent greeting works just fine.  We can record and review the agent greetings.  We are able to locate the agent greeting in the media server and using our browser we can get execute the agent greeting.  When we execute the ICM script to play the agent greeting we see it successfully pass through the ICM node of Set Variable for AgentGreetingType.  We have a dialed number defined for call manager to PlayAgentGreeting.  In our ICM script we can see the calls successfully execute the PlayAgentGreeting DN and Script execute successfully and exit the PM microapp. 
    We are now at a loss of where to start to finalize this process.  Looking in the Dumplog for our CM PIM we see the following output.
    I am no expert but this looks like agent greeting was successful however, we are not able to hear the media file.
    12:11:50:469 PG1A-pim1 Trace: Checking for AgentGreeting. GREET: 1 CustID: 1
    12:11:50:469 PG1A-pim1 Trace: CSTA ROUTE REQUEST, TelephonyDriver::RequestPostRoute: by PIM for the DNP SENT TO OPC
    CallID            = 2130706482  DeviceID = 7591  DeviceType = Static
    RoutingCrossRefID = 65584
    CurrentRoute      = PlayAgentGreeting
    CallingDevice            = 7591
    RequestType       = 59
    AG                = 1
    CustomerID        = 1
    PreferredASTID    = 5048
    12:11:50:471 PG1A-pim1 Trace: ProcessCSTARouteSelect: crossRefID=65584, RTRCallKey=150783.231, label 8888888888179 callID=2130706482
    12:11:50:471 PG1A-pim1 Trace: TelephonyDriver::SendMediaStreamRequest - AgentCallID=33567498, AgentCallConnectionDeviceID=7591,AgentCallConnectionDeviceIDType=0, InvokeID=100603
    12:11:50:471 PG1A-pim1 Trace: TelephonyDriver::ProcessCSTARouteSelect: Agent Greeting Service, Route End SENT TO OPC
    12:11:50:471 PG1A-pim1 Trace: CSTA CALL CLEARED, TelephonyDriver::CallCleared:
    CallID     = 2130706482 DeviceID =   DeviceType = Static           LocalState = NONE
    Cause      = EC_NONE
    12:11:51:129 PG1A-pim1 Trace: RTPStarted: CID=33567498, ConnDevID=7591/0, Addr=172.24.104.183:24636, Direction=IN, RtpType=Audio, BitRate=1, EchoCan=ON, PktSize=20, Payload=4 , UniqueID=000000000000330A02C7D4D700000000
    12:11:51:154 PG1A-pim1 Trace: RTPStarted: CID=33567498, ConnDevID=7591/0, Addr=172.28.36.5:17006, Direction=OUT, RtpType=Audio, BitRate=1, EchoCan=ON, PktSize=20, Payload=4 , UniqueID=000000000000330A02C7D4D700000000
    12:11:51:156 PG1A-pim1 Trace: addMediaStreamConf:  InvokeID=100603
    12:11:51:156 PG1A-pim1 Trace: MsgCallAgentGreetingEvent: CallID=33567498 ConnDevID=7591/0 EventCode=0
    12:11:51:156 PG1A-pim1 Trace: RecvCallAgentGreetingEventMsg: AG Greeting Start delay is 686 MS for CallID 33567498
    12:11:51:156 PG1A-pim1 Trace: CSTA Call Agent Greeting, RecvCallAgentGreetingEventMsg: SENT TO OPC
    CallID = 33567498  DeviceID = 7591  DeviceType = Static
    EventCode = EC_AGENT_GREETING_STARTED GreetingType = 1 PeripheralErrorCode=0x0(0)
    12:11:56:917 PG1A-pim1 Trace: MsgCallAgentGreetingEvent: CallID=33567498 ConnDevID=7591/0 EventCode=1
    12:11:56:917 PG1A-pim1 Trace: CSTA Call Agent Greeting, RecvCallAgentGreetingEventMsg: SENT TO OPC
    CallID = 33567498  DeviceID = 7591  DeviceType = Static
    EventCode = EC_AGENT_GREETING_DONE GreetingType = 1 PeripheralErrorCode=0x0(0)
    12:12:00:103 PG1A-pim1 Trace: RTPStopped: CID=33567498, ConnDevID=7591/0, Addr=172.24.104.183:24636, Direction=IN, UniqueID=000000000000330A02C7D4D700000000
    12:12:00:103 PG1A-pim1 Trace: RTPStopped: CID=33567498, ConnDevID=7591/0, Addr=172.28.36.5:17006, Direction=OUT, UniqueID=000000000000330A02C7D4D700000000
    12:12:00:103 PG1A-pim1 Trace: ConnectionCleared: CID=33567498 ConnDevID=7591/0 ReleasingDev=7591/0 LocalConn=-1 Cause=-1UniqueID=000000000000330A02C7D4D700000000 DevTgDevStr=7591
    12:12:00:103 PG1A-pim1 Trace: CSTA CONNECTION CLEARED, TelephonyDriver::ConnectionCleared: SENT TO OPC
    CallID          = 33567498  DeviceID = 7591  DeviceType = Static
    ReleasingDevice = 7591
    LocalState      = NONE
    Cause           = EC_NONE
    12:12:00:103 PG1A-pim1 Trace: CallCleared: CID=33567498 ConnDevID=/0 LocalConn=-1 Cause=-1UniqueID=000000000000330A02C7D4D700000000 
    12:12:00:103 PG1A-pim1 Trace: CSTA CALL CLEARED, TelephonyDriver::CallCleared: SENT TO OPC
    CallID     = 33567498 DeviceID =   DeviceType = Static           LocalState = NONE
    Cause      = EC_NONE
    12:13:30:857 PG1A-pim1 Trace: ConfigureRoutingClient - PID=5000 RID=5000 Timeout=1500 Late=500 Limit=10 ConfigStr=
    12:13:30:857 PG1A-pim1 Trace: DeskLinkPeripheral::ProcessRCConfig() RCTimoutThreshold=0

    I am configuring agent greeting in a lab environment and to this point, I have been unable to get this process to work.  Using CCE 9.0 with an IP Communicator with Built-In-Bridge enabled.
    Record agent greeting works just fine.  We can record and review the agent greetings.  We are able to locate the agent greeting in the media server and using our browser we can get execute the agent greeting.  When we execute the ICM script to play the agent greeting we see it successfully pass through the ICM node of Set Variable for AgentGreetingType.  We have a dialed number defined for call manager to PlayAgentGreeting.  In our ICM script we can see the calls successfully execute the PlayAgentGreeting DN and Script execute successfully and exit the PM microapp. 
    We are now at a loss of where to start to finalize this process.  Looking in the Dumplog for our CM PIM we see the following output.
    I am no expert but this looks like agent greeting was successful however, we are not able to hear the media file.
    12:11:50:469 PG1A-pim1 Trace: Checking for AgentGreeting. GREET: 1 CustID: 1
    12:11:50:469 PG1A-pim1 Trace: CSTA ROUTE REQUEST, TelephonyDriver::RequestPostRoute: by PIM for the DNP SENT TO OPC
    CallID            = 2130706482  DeviceID = 7591  DeviceType = Static
    RoutingCrossRefID = 65584
    CurrentRoute      = PlayAgentGreeting
    CallingDevice            = 7591
    RequestType       = 59
    AG                = 1
    CustomerID        = 1
    PreferredASTID    = 5048
    12:11:50:471 PG1A-pim1 Trace: ProcessCSTARouteSelect: crossRefID=65584, RTRCallKey=150783.231, label 8888888888179 callID=2130706482
    12:11:50:471 PG1A-pim1 Trace: TelephonyDriver::SendMediaStreamRequest - AgentCallID=33567498, AgentCallConnectionDeviceID=7591,AgentCallConnectionDeviceIDType=0, InvokeID=100603
    12:11:50:471 PG1A-pim1 Trace: TelephonyDriver::ProcessCSTARouteSelect: Agent Greeting Service, Route End SENT TO OPC
    12:11:50:471 PG1A-pim1 Trace: CSTA CALL CLEARED, TelephonyDriver::CallCleared:
    CallID     = 2130706482 DeviceID =   DeviceType = Static           LocalState = NONE
    Cause      = EC_NONE
    12:11:51:129 PG1A-pim1 Trace: RTPStarted: CID=33567498, ConnDevID=7591/0, Addr=172.24.104.183:24636, Direction=IN, RtpType=Audio, BitRate=1, EchoCan=ON, PktSize=20, Payload=4 , UniqueID=000000000000330A02C7D4D700000000
    12:11:51:154 PG1A-pim1 Trace: RTPStarted: CID=33567498, ConnDevID=7591/0, Addr=172.28.36.5:17006, Direction=OUT, RtpType=Audio, BitRate=1, EchoCan=ON, PktSize=20, Payload=4 , UniqueID=000000000000330A02C7D4D700000000
    12:11:51:156 PG1A-pim1 Trace: addMediaStreamConf:  InvokeID=100603
    12:11:51:156 PG1A-pim1 Trace: MsgCallAgentGreetingEvent: CallID=33567498 ConnDevID=7591/0 EventCode=0
    12:11:51:156 PG1A-pim1 Trace: RecvCallAgentGreetingEventMsg: AG Greeting Start delay is 686 MS for CallID 33567498
    12:11:51:156 PG1A-pim1 Trace: CSTA Call Agent Greeting, RecvCallAgentGreetingEventMsg: SENT TO OPC
    CallID = 33567498  DeviceID = 7591  DeviceType = Static
    EventCode = EC_AGENT_GREETING_STARTED GreetingType = 1 PeripheralErrorCode=0x0(0)
    12:11:56:917 PG1A-pim1 Trace: MsgCallAgentGreetingEvent: CallID=33567498 ConnDevID=7591/0 EventCode=1
    12:11:56:917 PG1A-pim1 Trace: CSTA Call Agent Greeting, RecvCallAgentGreetingEventMsg: SENT TO OPC
    CallID = 33567498  DeviceID = 7591  DeviceType = Static
    EventCode = EC_AGENT_GREETING_DONE GreetingType = 1 PeripheralErrorCode=0x0(0)
    12:12:00:103 PG1A-pim1 Trace: RTPStopped: CID=33567498, ConnDevID=7591/0, Addr=172.24.104.183:24636, Direction=IN, UniqueID=000000000000330A02C7D4D700000000
    12:12:00:103 PG1A-pim1 Trace: RTPStopped: CID=33567498, ConnDevID=7591/0, Addr=172.28.36.5:17006, Direction=OUT, UniqueID=000000000000330A02C7D4D700000000
    12:12:00:103 PG1A-pim1 Trace: ConnectionCleared: CID=33567498 ConnDevID=7591/0 ReleasingDev=7591/0 LocalConn=-1 Cause=-1UniqueID=000000000000330A02C7D4D700000000 DevTgDevStr=7591
    12:12:00:103 PG1A-pim1 Trace: CSTA CONNECTION CLEARED, TelephonyDriver::ConnectionCleared: SENT TO OPC
    CallID          = 33567498  DeviceID = 7591  DeviceType = Static
    ReleasingDevice = 7591
    LocalState      = NONE
    Cause           = EC_NONE
    12:12:00:103 PG1A-pim1 Trace: CallCleared: CID=33567498 ConnDevID=/0 LocalConn=-1 Cause=-1UniqueID=000000000000330A02C7D4D700000000 
    12:12:00:103 PG1A-pim1 Trace: CSTA CALL CLEARED, TelephonyDriver::CallCleared: SENT TO OPC
    CallID     = 33567498 DeviceID =   DeviceType = Static           LocalState = NONE
    Cause      = EC_NONE
    12:13:30:857 PG1A-pim1 Trace: ConfigureRoutingClient - PID=5000 RID=5000 Timeout=1500 Late=500 Limit=10 ConfigStr=
    12:13:30:857 PG1A-pim1 Trace: DeskLinkPeripheral::ProcessRCConfig() RCTimoutThreshold=0

  • Agent greeting delay

    Dear Community,
    My UCCE 8.5 setup is experiencing agent greeting delay, where once the call is connected to agent, there are 2secs delay (silent) before the agent greeting file played (heard). The setup is centralized servers with VG and IP phones reside at remote sites. The remote sites are connected via MPLS to the central site.
    The agent greeting wav files are cached on VG, however, TAC analysis presents that the delay on the signaling also causes the delay of agent greeting being played.
    Does anyone have the similar setup but not experiencing agent greeting delay? or also experiencing same delay. Kindly please share your experience.
    Thank you for your attention.
    .wan

    Yes, I've trimmed the begining silence of each greetings wav files.
    .wan

  • Sun Ray (VDI) integration woith Genesys CTI

    Hi All,
    I'm searching for info regarding integration between SRSS, a physical VoIP-phone and Genesys CTI but I can´t find anything. I know integration with SR, a VoIP-phone and Cisco call manager has been done earlier.
    Has anyone any info about this (SRSS+Genesys)?
    BR
    Henrik

    Hi, I don't know about Genesys CTI.
    But on Oracle World I have seen integration with Mitel
    http://www.mitel.com/DocController?documentId=27874
    you might be interested.
    regards, thomas

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