PureEngage On-Premises

Hello All,

I'm deploying WWE and after configuring everithing I got the following: 

This user has the voice role, dn and place. Also I'm able to log it uing WDE. 

I've checked all the configurations, but I'm not sure how to proceed. 



Is there any workaroung or something to start to check in order to continue?

more information: 

gws: {"statusCode":0,"version":"8.5.202.58"}

Cassandra: 
root@CN220 apache-cassandra-2.2.14]# systemctl status cassandra
● cassandra.service - LSB: distributed storage system for structured data
Loaded: loaded (/etc/rc.d/init.d/cassandra; bad; vendor preset: disabled)
Active: active (running) since Thu 2019-06-06 10:32:56 -05; 28min ago
Docs: man:systemd-sysv-generator(8)
Process: 10641 ExecStart=/etc/rc.d/init.d/cassandra start (code=exited, status=0/SUCCESS)
Main PID: 11327 (java)
CGroup: /system.slice/cassandra.service
‣ 11327 /usr/java/jdk1.8.0_201-amd64/jre/bin/java...

Jun 06 10:32:54 CN220 systemd[1]: Starting LSB: distributed ...
Jun 06 10:32:54 CN220 cassandra[10641]: ./etc/rc.d/init.d/fu...
Jun 06 10:32:54 CN220 su[10708]: (to root) root on none
Jun 06 10:32:56 CN220 cassandra[10641]: Starting Cassandra: OK
Jun 06 10:32:56 CN220 systemd[1]: Started LSB: distributed s...
Hint: Some lines were ellipsized, use -l to show in full.

WebRTC: 

[root@CN219 lca]# systemctl status webrtc
● webrtc.service - WebRTC Service
Loaded: loaded (/usr/lib/systemd/system/webrtc.service; enabled; vendor preset: disabled)
Active: active (running) since Thu 2019-06-06 10:31:05 -05; 30min ago
Main PID: 10414 (bash)
CGroup: /system.slice/webrtc.service
├─10414 /bin/bash /opt/genesys/Genesys_WebRTC_Ser...
└─10423 ./rsmp -host CN01 -port 2020 -app WebRTC_...


I got connected sipserver, conf, ucs and statserver. Al of them working with other customers. 


Thank you in advance. 

#PlatformAdministration
#SIP/VolP
#SystemAdministration
#Telephony

------------------------------
Sebastian Valenzuela
CrossNet S.A.
------------------------------

you  will also get this error if the extension/ACD is on different TServer and you are using a different TServer to login.

Are you using the same Tserver in WWE and WDE?

Also I believe you have provisioned the WWE like below.

Purpose: To enable an agent to log in to the Voice channel.

Prerequisites

A working knowledge of Genesys Administrator.
A WS_Cluster object exists in the Configuration Database.
T-Server with the associated switch and switching office.
Agents with logins configured with DNs that correspond to agent devices in the switch.
A Place that contains one or more DNs from the switch.
Start

For each agent that you want to configure to use the Voice channel, do the following:

1. Select at least one AgentLogin from the switch.
2. Reference a default place.
3. In Configuration Manager, check the isAgent flag. In Genesys Administrator, set the value of the Agent property to True.
4. Verify that the Voice media in Web Services is enabled.
5. Configure the Voice options in the interaction-workspace section of the WS_Cluster object.
End

Thanks,
Kumar.

------------------------------
Kumar Muthuramalingam
Pointel (formerly Touch Point)
------------------------------

Hello Kumar,

Thank you for your interest and feedback.

Are you using the same Tserver in WWE and WDE?

Yes, Sip-Server is the same.

Also I believe you have provisioned the WWE like below.

Purpose: To enable an agent to log in to the Voice channel.

Prerequisites

A working knowledge of Genesys Administrator. (Working OK)
A WS_Cluster object exists in the Configuration Database. (Working OK)
T-Server with the associated switch and switching office. (Working OK)
Agents with logins configured with DNs that correspond to agent devices in the switch. (Working OK)
A Place that contains one or more DNs from the switch. (Working OK)
Start

For each agent that you want to configure to use the Voice channel, do the following:

1. Select at least one AgentLogin from the switch. Checked
2. Reference a default place. Checked
3. In Configuration Manager, check the isAgent flag. In Genesys Administrator, set the value of the Agent property to True. Checked
4. Verify that the Voice media in Web Services is enabled. Checked
5. Configure the Voice options in the interaction-workspace section of the WS_Cluster object.Checked

All of these points above are checked and working properly with other tenants. This is a fresh installation of WWE.

In order to add more information to this issue, I made the following test:

With same agent, I've used the Non customized WDE and I was able to log this agent. Then, when i was able to be logged into WDE, I tried to log using WWE and worked fine!!!! It was something like the agent was able to log into the sip and since it was logged in WWE, it wasn't necessary to request permission again.


But, after restarting services like gwd, cassandra webrtc,etc, Without loggint in WDE doesnt work to log into WWE.

I got the following log, probably here is the problem, but at this moment I'm not able to solve it.


06/07/2019 20:51:16.534 ERROR [donsea] [mwVHSUL608gSPZ4idjxKFw1g7rckopjovqvsi7nf4tgopx] [473ef284-62bb-4426-b519-6cb2acd42d0f] [hystrix-ApiOperationPool-3] /api/v2/me c.g.c.v.a.t.u.o.StartContactCent
erSessionApiTaskV2 http://172.18.34.219:8090/ui/ad/v1/index.html Failed to start voice contact center session for user [9dff3debf4d44d30a20f9aced33eadb5]
com.genesyslab.cloud.v2.exceptions.OperationFailedException: Device '4580' is out of service.
at com.genesyslab.cloud.v2.genesysframework.tserver.tasks.AbstractTServerTaskV2.getAndVerifyDeviceRuntimeContext(AbstractTServerTaskV2.java:70) ~[gws.jar!/:8.5.2]
at com.genesyslab.cloud.v2.genesysframework.tserver.tasks.AbstractTServerTaskV2.getAndVerifyDeviceRuntimeContext(AbstractTServerTaskV2.java:51) ~[gws.jar!/:8.5.2]


06/07/2019 20:51:16.534 INFO [donsea] [mwVHSUL608gSPZ4idjxKFw1g7rckopjovqvsi7nf4tgopx] [473ef284-62bb-4426-b519-6cb2acd42d0f] [hystrix-ApiOperationPool-3] /api/v2/me c.g.c.v.a.t.u.o.StartContactCent
erSessionApiTaskV2 http://172.18.34.219:8090/ui/ad/v1/index.html No media given, multimedia login will not proceed
06/07/2019 20:51:16.534 DEBUG [donsea] [mwVHSUL608gSPZ4idjxKFw1g7rckopjovqvsi7nf4tgopx] [473ef284-62bb-4426-b519-6cb2acd42d0f] [hystrix-ApiOperationPool-3] /api/v2/me c.g.c.v.a.t.u.o.StartContactCent
erSessionApiTaskV2 http://172.18.34.219:8090/ui/ad/v1/index.html Done
06/07/2019 20:51:16.536 WARN [donsea] [mwVHSUL608gSPZ4idjxKFw1g7rckopjovqvsi7nf4tgopx] [473ef284-62bb-4426-b519-6cb2acd42d0f] [qtp1498049542-25] /api/v2/me c.g.c.v.a.s.e.WebApiExceptionHandlerV2 htt
p://172.18.34.219:8090/ui/ad/v1/index.html Request failed
com.genesyslab.cloud.v2.exceptions.OperationFailedException: Device '4580' is out of service.


I got these errors into the Cloud.log archive, but the thing here is that the same user 'donsea' works properly in WDE, so looks like there is something disconnected, but at this moment I'm not able to found it.

Thanks !

SV.

------------------------------
Sebastian Valenzuela
CrossNet S.A.
------------------------------

Original Message:
Sent: 06-07-2019 14:34
From: Kumar Muthuramalingam
Subject: Cannot login user on voice channel using WWE

you  will also get this error if the extension/ACD is on different TServer and you are using a different TServer to login.

Are you using the same Tserver in WWE and WDE?

Also I believe you have provisioned the WWE like below.

Purpose: To enable an agent to log in to the Voice channel.

Prerequisites

A working knowledge of Genesys Administrator.
A WS_Cluster object exists in the Configuration Database.
T-Server with the associated switch and switching office.
Agents with logins configured with DNs that correspond to agent devices in the switch.
A Place that contains one or more DNs from the switch.
Start

For each agent that you want to configure to use the Voice channel, do the following:

1. Select at least one AgentLogin from the switch.
2. Reference a default place.
3. In Configuration Manager, check the isAgent flag. In Genesys Administrator, set the value of the Agent property to True.
4. Verify that the Voice media in Web Services is enabled.
5. Configure the Voice options in the interaction-workspace section of the WS_Cluster object.
End

Thanks,
Kumar.

------------------------------
Kumar Muthuramalingam
Pointel (formerly Touch Point)
------------------------------

What endpoint are you using with WWE?  Common method is to use Genesys Softphone, in which case make sure you have it configured correctly as per these sections:

• Softphone to WWE Integration Section
• WWE Section on Softpohone Integration
• SIP Endpoint Options for WWE

Given your scenario, I'd hazard a guess that your using SIP Endpoint with WDE?  It'll register the extension, which means its available when you login with WWE.  Without WDE, you'll need to ensure that the sip endpoint can be managed by WWE.

------------------------------
Jason Mclennan
Commonwealth Bank of Australia
------------------------------

Original Message:
Sent: 06-07-2019 16:55
From: Sebastian Valenzuela
Subject: Cannot login user on voice channel using WWE

Hello Kumar,

Thank you for your interest and feedback.

Are you using the same Tserver in WWE and WDE?

Yes, Sip-Server is the same.

Also I believe you have provisioned the WWE like below.

Purpose: To enable an agent to log in to the Voice channel.

Prerequisites

A working knowledge of Genesys Administrator. (Working OK)
A WS_Cluster object exists in the Configuration Database. (Working OK)
T-Server with the associated switch and switching office. (Working OK)
Agents with logins configured with DNs that correspond to agent devices in the switch. (Working OK)
A Place that contains one or more DNs from the switch. (Working OK)
Start

For each agent that you want to configure to use the Voice channel, do the following:

1. Select at least one AgentLogin from the switch. Checked
2. Reference a default place. Checked
3. In Configuration Manager, check the isAgent flag. In Genesys Administrator, set the value of the Agent property to True. Checked
4. Verify that the Voice media in Web Services is enabled. Checked
5. Configure the Voice options in the interaction-workspace section of the WS_Cluster object.Checked

All of these points above are checked and working properly with other tenants. This is a fresh installation of WWE.

In order to add more information to this issue, I made the following test:

With same agent, I've used the Non customized WDE and I was able to log this agent. Then, when i was able to be logged into WDE, I tried to log using WWE and worked fine!!!! It was something like the agent was able to log into the sip and since it was logged in WWE, it wasn't necessary to request permission again.


But, after restarting services like gwd, cassandra webrtc,etc, Without loggint in WDE doesnt work to log into WWE.

I got the following log, probably here is the problem, but at this moment I'm not able to solve it.


06/07/2019 20:51:16.534 ERROR [donsea] [mwVHSUL608gSPZ4idjxKFw1g7rckopjovqvsi7nf4tgopx] [473ef284-62bb-4426-b519-6cb2acd42d0f] [hystrix-ApiOperationPool-3] /api/v2/me c.g.c.v.a.t.u.o.StartContactCent
erSessionApiTaskV2 http://172.18.34.219:8090/ui/ad/v1/index.html Failed to start voice contact center session for user [9dff3debf4d44d30a20f9aced33eadb5]
com.genesyslab.cloud.v2.exceptions.OperationFailedException: Device '4580' is out of service.
at com.genesyslab.cloud.v2.genesysframework.tserver.tasks.AbstractTServerTaskV2.getAndVerifyDeviceRuntimeContext(AbstractTServerTaskV2.java:70) ~[gws.jar!/:8.5.2]
at com.genesyslab.cloud.v2.genesysframework.tserver.tasks.AbstractTServerTaskV2.getAndVerifyDeviceRuntimeContext(AbstractTServerTaskV2.java:51) ~[gws.jar!/:8.5.2]


06/07/2019 20:51:16.534 INFO [donsea] [mwVHSUL608gSPZ4idjxKFw1g7rckopjovqvsi7nf4tgopx] [473ef284-62bb-4426-b519-6cb2acd42d0f] [hystrix-ApiOperationPool-3] /api/v2/me c.g.c.v.a.t.u.o.StartContactCent
erSessionApiTaskV2 http://172.18.34.219:8090/ui/ad/v1/index.html No media given, multimedia login will not proceed
06/07/2019 20:51:16.534 DEBUG [donsea] [mwVHSUL608gSPZ4idjxKFw1g7rckopjovqvsi7nf4tgopx] [473ef284-62bb-4426-b519-6cb2acd42d0f] [hystrix-ApiOperationPool-3] /api/v2/me c.g.c.v.a.t.u.o.StartContactCent
erSessionApiTaskV2 http://172.18.34.219:8090/ui/ad/v1/index.html Done
06/07/2019 20:51:16.536 WARN [donsea] [mwVHSUL608gSPZ4idjxKFw1g7rckopjovqvsi7nf4tgopx] [473ef284-62bb-4426-b519-6cb2acd42d0f] [qtp1498049542-25] /api/v2/me c.g.c.v.a.s.e.WebApiExceptionHandlerV2 htt
p://172.18.34.219:8090/ui/ad/v1/index.html Request failed
com.genesyslab.cloud.v2.exceptions.OperationFailedException: Device '4580' is out of service.


I got these errors into the Cloud.log archive, but the thing here is that the same user 'donsea' works properly in WDE, so looks like there is something disconnected, but at this moment I'm not able to found it.

Thanks !

SV.

------------------------------
Sebastian Valenzuela
CrossNet S.A.
------------------------------


Original Message:
Sent: 06-07-2019 14:34
From: Kumar Muthuramalingam
Subject: Cannot login user on voice channel using WWE

you  will also get this error if the extension/ACD is on different TServer and you are using a different TServer to login.

Are you using the same Tserver in WWE and WDE?

Also I believe you have provisioned the WWE like below.

Purpose: To enable an agent to log in to the Voice channel.

Prerequisites

A working knowledge of Genesys Administrator.
A WS_Cluster object exists in the Configuration Database.
T-Server with the associated switch and switching office.
Agents with logins configured with DNs that correspond to agent devices in the switch.
A Place that contains one or more DNs from the switch.
Start

For each agent that you want to configure to use the Voice channel, do the following:

1. Select at least one AgentLogin from the switch.
2. Reference a default place.
3. In Configuration Manager, check the isAgent flag. In Genesys Administrator, set the value of the Agent property to True.
4. Verify that the Voice media in Web Services is enabled.
5. Configure the Voice options in the interaction-workspace section of the WS_Cluster object.
End

Thanks,
Kumar.

------------------------------
Kumar Muthuramalingam
Pointel (formerly Touch Point)