Genesys Multicloud CX on-premises (formerly Engage on-premises)

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Agent Status Shows "Logged off" on Team Communicator and Transfer in WWE

  • 1.  Agent Status Shows "Logged off" on Team Communicator and Transfer in WWE

    Posted 12-24-2020 03:07
      |   view attached

    Hi ,

    Can any one have faced an issues like , all agents shows as "Logged off" where as agents are logged in and taking calls but still shows as "Logged Off" on Team Communicator search box in WWE?

    Also shows "Logged off" on Transfer step in WWE.

    See the attached snap to get the clear picture to understand the issue.


    #ArchitectureandDesign
    #CloudMigration(NEW)
    #ConnectwithaCustomer
    #DigitalChannels
    #GenesysEngageDev
    #Implementation
    #Integrations
    #Omni-ChannelDesktop/UserInterface
    #PlatformAdministration
    #Reporting/Analytics
    #Roadmap/NewFeatures
    #Routing(ACD/IVR)
    #Security
    #Self-Service
    #SIP/VolP
    #SystemAdministration
    #Telephony
    #Unsure/Other

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    Obaid Farooqui
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  • 2.  RE: Agent Status Shows "Logged off" on Team Communicator and Transfer in WWE

    Posted 12-25-2020 22:55

    Hi,

    Is this issue with just a group of agents or all?

    If the issue is with all agents, issue look to be with statserver you are using with WWE.

    Check:

    1) If you have connections to stat server is your WWE cluster application.

    2) If the stat server is up and running fine.

    3) If stat server is running fine, there is a possibility that tcp connection has not been established with WWE. You can check this by using the netstat command on your GWS(WWE) host. "netstat -an | grep <port number>", where port number is the tcp port of the statserver application.

    you may have to do a WWE restart to bring the connections up.

    If issue is with only a group of agents, there is a possibility that issue is with ElasticSearch nodes. In this case you may have to do a complete restart of of your WWE solution.

    Hope this helps.

    Regards

    Kosheen



    ------------------------------
    Kosheen K
    Cognizant Technology Solutions India
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  • 3.  RE: Agent Status Shows "Logged off" on Team Communicator and Transfer in WWE

    Posted 12-26-2020 02:11
    Edited by Obaid Farooqui 12-26-2020 02:12

    Thanks Kosheen for the Reply.

    I just have tested  the netstat command , the statServer port is not showing any result but able to telnet statserver host along with port.

    Restarted GWS and StatServer as well, but nothing worked.

    Any idea what could be the wrong or any additional configuration required to get it fixed .

    Note: StatServer is running and added the WWE Cluster application.



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    Obaid Farooqui
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  • 4.  RE: Agent Status Shows "Logged off" on Team Communicator and Transfer in WWE

    Posted 12-29-2020 03:29

    Hi,

    Sorry, was away for holidays. Not sure if you have been able to fix it since then.

    Was this statserver added newly to the cluster or has it been there since you deployed the WWE solution?

    Regards

    Kosheen



    ------------------------------
    Kosheen K
    Cognizant Technology Solutions India
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  • 5.  RE: Agent Status Shows "Logged off" on Team Communicator and Transfer in WWE

    Posted 12-29-2020 10:23
    Edited by Obaid Farooqui 12-29-2020 10:23

    Hi Kosheen,
    We still face same issues, this is the same stat server since we deployed wwe..

    Is there any additional configuration required somewhere in WWE or anywhere, because the same stat server is being in GWS and the stats perfectly reflecting in GWD itself. 



    ------------------------------
    Obaid Farooqui
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  • 6.  RE: Agent Status Shows "Logged off" on Team Communicator and Transfer in WWE

    Posted 12-30-2020 01:50

    Hi Obaid,

    On the configuration side, no. You just need to add the statserver/Tserver/SIP Server/IXN server/Config to the connections tab of you WWE cluster object.

    But there are multiple reasons why you are having this issue. unfortunately, I will need to see the log snippets to see what's going on. Do you see any exceptions in your "cloud.log" file w.r.t statserver connections? If yes, can you paste the snippet here, if its not against any of your company rules.

    Also, another question, was there any changes done to the IP/tcp port/host name on the stat server application object?

    Regards

    Kosheen



    ------------------------------
    Kosheen K
    Cognizant Technology Solutions India
    ------------------------------



  • 7.  RE: Agent Status Shows "Logged off" on Team Communicator and Transfer in WWE

    Posted 12-30-2020 02:32
    Edited by Obaid Farooqui 12-30-2020 02:32

    Hi Kosheen,

    Thanks for the revert, I see below Java exception in Cloud log for Elastic search . I actually not sure if this could be the cause.  


    12/29/2020 14:51:07.257 DEBUG [] [] [] [elasticsearch[Milan][generic][T#1]] org.elasticsearch.client.transport [Milan] failed to connect to discovered node [[#transport#-1][ip-172-30-73-200.ap-south-1.compute.internal][inet[/172.30.73.200:9300]]]
    org.elasticsearch.transport.ConnectTransportException: [][inet[/172.30.73.200:9300]] connect_timeout[30s]
    at org.elasticsearch.transport.netty.NettyTransport.connectToChannels(NettyTransport.java:718) ~[elasticsearch-1.0.1.jar!/:na]
    at org.elasticsearch.transport.netty.NettyTransport.connectToNode(NettyTransport.java:647) ~[elasticsearch-1.0.1.jar!/:na]
    at org.elasticsearch.transport.netty.NettyTransport.connectToNode(NettyTransport.java:615) ~[elasticsearch-1.0.1.jar!/:na]
    at org.elasticsearch.transport.TransportService.connectToNode(TransportService.java:129) ~[elasticsearch-1.0.1.jar!/:na]
    at org.elasticsearch.client.transport.TransportClientNodesService$NodeSampler.validateNewNodes(TransportClientNodesService.java:317) [elasticsearch-1.0.1.jar!/:na]
    at org.elasticsearch.client.transport.TransportClientNodesService$SniffNodesSampler.doSample(TransportClientNodesService.java:490) [elasticsearch-1.0.1.jar!/:na]
    at org.elasticsearch.client.transport.TransportClientNodesService$NodeSampler.sample(TransportClientNodesService.java:301) [elasticsearch-1.0.1.jar!/:na]
    at org.elasticsearch.client.transport.TransportClientNodesService$ScheduledNodeSampler.run(TransportClientNodesService.java:334) [elasticsearch-1.0.1.jar!/:na]
    at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1149) [na:1.8.0_231]
    at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:624) [na:1.8.0_231]
    at java.lang.Thread.run(Thread.java:748) [na:1.8.0_231]
    Caused by: java.net.ConnectException: Connection refused: /172.30.73.200:9300
    at sun.nio.ch.SocketChannelImpl.checkConnect(Native Method) ~[na:1.8.0_231]
    at sun.nio.ch.SocketChannelImpl.finishConnect(SocketChannelImpl.java:717) ~[na:1.8.0_231]
    at org.elasticsearch.common.netty.channel.socket.nio.NioClientBoss.connect(NioClientBoss.java:150) ~[elasticsearch-1.0.1.jar!/:na]
    at org.elasticsearch.common.netty.channel.socket.nio.NioClientBoss.processSelectedKeys(NioClientBoss.java:105) ~[elasticsearch-1.0.1.jar!/:na]
    at org.elasticsearch.common.netty.channel.socket.nio.NioClientBoss.process(NioClientBoss.java:79) ~[elasticsearch-1.0.1.jar!/:na]
    at org.elasticsearch.common.netty.channel.socket.nio.AbstractNioSelector.run(AbstractNioSelector.java:318) ~[elasticsearch-1.0.1.jar!/:na]
    at org.elasticsearch.common.netty.channel.socket.nio.NioClientBoss.run(NioClientBoss.java:42) ~[elasticsearch-1.0.1.jar!/:na]
    at org.elasticsearch.common.netty.util.ThreadRenamingRunnable.run(ThreadRenamingRunnable.java:108) ~[elasticsearch-1.0.1.jar!/:na]
    at org.elasticsearch.common.netty.util.internal.DeadLockProofWorker$1.run(DeadLockProofWorker.java:42) ~[elasticsearch-1.0.1.jar!/:na]
    ... 3 common frames omitted



    ------------------------------
    Obaid Farooqui
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  • 8.  RE: Agent Status Shows "Logged off" on Team Communicator and Transfer in WWE

    Posted 12-30-2020 07:04

    Hi Obaid,

    Looks like the Elasticsearch is not running from this snippet.

    Can you check if Elastic search is running? I am sure you are aware of the commands but putting them here in case anyone else comes looking for solutions in this thread:

    1) service elasticsearch status

    result: elasticsearch (pid 24083) is running...

    2) ps -ef | grep elasticsearch

    result: 496 24083 1 7 Dec05 ? 1-19:46:54 /usr/bin/java -Xms256m -Xmx1g -Djava.awt.headless=true -XX:+UseParNewGC -XX:+UseConcMarkSweepGC -XX:CMSInitiat .............................................

    3) check the elasticseach node port:

    netstat -an | grep 9300

    result: tcp 0 0 :::9300 :::* LIST

    4) Check the Elasticseach cluster health:

    run this command on the elasticseach host/node: curl -XGET 'localhost:9200/_cluster/health?pretty' - should be green

    result: {
    "cluster_name" : "PreProd_AMAZON_CLUSTER",
    "status" : "green",
    "timed_out" : false,
    "number_of_nodes" : 3,
    "number_of_data_nodes" : 3,
    "active_primary_shards" : 20,
    "active_shards" : 40,
    "relocating_shards" : 0,
    "initializing_shards" : 0,
    "unassigned_shards" : 0,
    "delayed_unassigned_shards" : 0,
    "number_of_pending_tasks" : 0,
    "number_of_in_flight_fetch" : 0
    }

    You can check this from running the below command from browser as well:

    http://<Elasticsearch node IP or Hostname>:9200/_cat/health?h=status

    result: 

    green 

    Run these on all your elasticseach node.

    If you find any issue with any elasticseach node, I would recommend to do a complete restart of GWS solution, in off business hours.

    Order:

    Stopping: GWS sync node followed by other GWS nodes -> Elasticsearch nodes -> Cassandra nodes

    Starting: Cassandra nodes -> Elasticseach nodes -> GWS sync node follwed by other nodes

    Regards

    Kosheen



    ------------------------------
    Kosheen K
    Cognizant Technology Solutions India
    ------------------------------



  • 9.  RE: Agent Status Shows "Logged off" on Team Communicator and Transfer in WWE

    Posted 12-31-2020 06:42
    Hi Kosheen,

    Thanks for your revert.

    I would like to add here to knows others for the future help that the version of  ES 1.7.0 have some issue which was not allowing to fix this issue.

    Issue got resolved after the new version of ES ( 1.7.6) installed.

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    Obaid Farooqui
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  • 10.  RE: Agent Status Shows "Logged off" on Team Communicator and Transfer in WWE

    Posted 12-31-2020 06:55
    Thanks for the update Obaid, good to know that issue is resolved.
    I am using the same version. Never worked with 1.7.0.
    Happy new year to you!

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    Kosheen K
    Cognizant Technology Solutions India
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  • 11.  RE: Agent Status Shows "Logged off" on Team Communicator and Transfer in WWE

    Posted 12-31-2020 07:30
    Happy New Year Kosheen :-)

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    Obaid Farooqui
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