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Email Stuck in Interaction queue not targeting to agent

  • 1.  Email Stuck in Interaction queue not targeting to agent

    Posted 12-04-2019 01:46
    Hi,

    I am facing issue in Email Channel . Email stuck in queue there is not targeting to agent.

    Please find below URS Highlighted log error.

    12-03T15:11:03.962 RLIB: received from 13(esv_ors_p) message RequestInvoke(1000000100)

                    refid(1) 5337692

                    callid(1000000000)           '00011aEVP130XWTX'

                    sessionid(1000000010)   '026DC91494EU14AFJC5302LAES00UQ75'

                    fm(1000000001)                'urs'

                    function(1000000002)    'SCXMLSubmit'

                    args(1000000003)             '[5,"",0,"RStatAgentsReadyMedia","max",60,0,0,"92302@rut_statserver_esv_p.A"]'

        _R_I_ [19:18] call 00011aEVP130XWTX not found, message is stored (up to 1000 msec)

    2019-12-03T15:11:03.963 RLIB: received from 13(esv_ors_p) message RequestDeleteVCall(1000000004)

                    refid(1) 0

                    callid(1000000000)           '*026DC91494EU14AFJC5302LAES00UQ72'

    2019-12-03T15:11:03.963 RLIB: request to 17(rut_urs_esv_b) message RequestDeleteVCall(1000000004)

                    callid(1000000000)           '*026DC91494EU14AFJC5302LAES00UQ72'

    2019-12-03T15:11:03.963_I_I_027102ed9e2c2383 [01:08] call (1632866-268d4528) deleting truly

    027102ed9e2c2383, 12/03/19@15:11:03.963, RP(##TSERVER) -> @ [ 0 0 1 1], tms: 408= (N)1 + (T)0 + (X)0 + (S)0 + (W)0 + (F)407 + (R)0, trg:

        _I_I_027102ed9e2c2383- [09:0f] script 7ff9ca79e980 DS 27d32ed8 [97] -s (93 14) (9 27d32ed8)

        _I_I_027102ed9e2c2383- [09:0f] script 7ff9ca79a308 DS 28de1d40 [4] -s (0 0) (9 28de1d40)

        _I_I_ [25:01] script **ORS usage -1=108

        _I_I_ [25:01] script **ScxmlServer usage -1=108

    @@157

    Regards
    Vishwadeep
    #DigitalChannels

    ------------------------------
    Vishwadeep Raghav
    Moksa Technologies Pvt. Ltd.
    ------------------------------


  • 2.  RE: Email Stuck in Interaction queue not targeting to agent

    Posted 12-05-2019 09:27
    You need to check UCS and IXN logs in order to see which one is not finding the interaction. Usually a reset of the services will restablish the status of the interactions at the IXN table.

    ------------------------------
    Jorge Cornejo
    VS Telecom LTDA.
    ------------------------------



  • 3.  RE: Email Stuck in Interaction queue not targeting to agent

    Posted 12-06-2019 05:05
    Hi Jorge,

    Thanks for Replying on my question .

    I have checked from all perspective in IXN/URS/ORS logs . If you want to log so I can share logs with interaction ID.

    Can you check in logs then help me.

    Regards,
    Vishwadeep

    ------------------------------
    Vishwadeep Raghav
    Moksa Technologies Pvt. Ltd.
    ------------------------------



  • 4.  RE: Email Stuck in Interaction queue not targeting to agent

    Posted 12-06-2019 21:37
    Search for interaction 00011aEVP130XWTX at your IXN DB table, what status is has? Queue?. Then search for it at UCS DB...same, extract its status.

    ------------------------------
    Jorge Cornejo
    VS Telecom LTDA.
    ------------------------------



  • 5.  RE: Email Stuck in Interaction queue not targeting to agent

    Posted 12-08-2019 22:05
    Hi ,

    I already checked IXN & UCS Status showing 2 during Email Stuck time.

    If you want to log I can share you.

    ------------------------------
    Vishwadeep Raghav
    Moksa Technologies Pvt. Ltd.
    ------------------------------



  • 6.  RE: Email Stuck in Interaction queue not targeting to agent

    Posted 12-09-2019 08:37
    Ok
    https://docs.genesys.com/Documentation/IW/latest/Dep/ManagingWorkbins
    Status 2 means it is handled by URS, so ok until then, now check UCS logs to see what is UCS answering back when queried about that interaction.

    As for UCS status column:
    Status
    The status of the interaction. The value 2 means that the interaction is being processed by Interaction Server; all other values mean that it is not. Possible
    values are as follows:
    0-New. The interaction has been created and is ready for pre-processing
    (specific to e-mails).
    1-Pending. The interaction is waiting for submission to Interaction Server
    (specific to e-mails).
    2-In process. The interaction is currently being handled by Interaction
    Server.
    3-Stopped. Processing of the interaction has ended

    So maybe an UCS reset would help

    ------------------------------
    Jorge Cornejo
    VS Telecom LTDA.
    ------------------------------