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Create Callback step failing to create callbacks

  • 1.  Create Callback step failing to create callbacks

    Posted 02-09-2021 03:40
    Hello Community,

    We have been facing some odd issues for last 3-4 days. Within our IVR (Attendant), we have a step to create callbacks. Since last Thursday, it seems to be behaving oddly as it is failing for most calls that are being send to this step, and yesterday no call was successful.
    There has been no change in the system, which currently is running 2020-R3-P3.

    I ran the handler "IntAttRequestCallback.ihd" in debug mode and I can see it is always failing at the "Create Callback" toolstep, even though all the required input values are set correctly.

    Looking at IP logs (@100), there is no reason why the step failed, so that is also not of any help.

    I am not aware of any server parameters or any other setting that may impact this, but would appreciate if anyone can help or point me to any possible reasons.

    I have raised ticket to Genesys support but knowing their turnaround and ability in recent months, I do not expect them to respond or resolve any sooner.

    Appreciate any help possible.

    Regards
    #Handlers
    #Routing(ACD/IVR)

    ------------------------------
    Vineet Kakroo
    FIL Investment Management Ltd
    ------------------------------


  • 2.  RE: Create Callback step failing to create callbacks

    Posted 02-09-2021 07:56
    Have you already tried failing over once?

    Are you 24/7 if not during off hours can you bounce IP subsystem and see if that helps?

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    ryan hedlund
    Stericycle
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  • 3.  RE: Create Callback step failing to create callbacks

    GCAP Member
    Posted 02-09-2021 09:56
    Hi Vineet,

    Just want to verify you had callback working properly prior to this starting?  Also is there any customization happening in CustomIntAttRequestCallbackInit?

    I believe if there is no number for the callback, that it will fail, so can you check to see if you see Remote Numbers showing for calls yesterday? You could also debug the handler again and make sure there is values on Interaction1 of Eic_RemoteTn and Eic_RemoteName ; thought i think Eic_RemoteTn is the only thing needed.

    If that all looks good, Ryan suggestion is always a good step. I don't know how many times something strange pop-ups and a switchover fixes it.


    ------------------------------
    Scott Williams
    Missouri Higher Education Loan Authority
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  • 4.  RE: Create Callback step failing to create callbacks

    Posted 02-10-2021 04:32
    Thanks Ryan/Scott,

    I tried both. I tried switchov, restart server etc, no effect.
    I even have written a handler where I call it using sendcustomnotification and have hard-coded the values of all the input parameters, but it is still failing. Absolutely bizarre. It works fine in non-prod which has the same software version.

    No idea what to check further.

    Regards

    ------------------------------
    Vineet Kakroo
    FIL Investment Management Ltd
    ------------------------------



  • 5.  RE: Create Callback step failing to create callbacks

    GCAP Member
    Posted 02-10-2021 09:39
    I've had in the past where the problem was that I was trying to create the callback in a queue that didn't exist (wrong spelling etc) or queues which were inactive, you might want to double check that just to eliminate this possibility.

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    Eliezer Stekel
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  • 6.  RE: Create Callback step failing to create callbacks

    Posted 02-10-2021 11:53
    Thanks Eliezer.
    Yes I checked that manually many times.
    Still no success.

    Regards

    ------------------------------
    Vineet Kakroo
    FIL Investment Management Ltd
    ------------------------------



  • 7.  RE: Create Callback step failing to create callbacks

    Posted 02-11-2021 03:12
    Hello All,

    I have run a basic handler with just the callback step, with logs up @100, the below is what it shows in error.​​ Looks like something in the web process which is creating the interaction is failing. The red-box that I have highlighted, this is also odd as when I compare it to non-prod request for the same handler, the value is "Size(20)" as compared to "Size(11)" for the failing step. The highlighted arrow is where it is returning 1 instead of 0 in the successful process.
    Any ideas ? And as expected, no update from support still.
    All subsystems are working normally, and we even restarted the servers primary & backup on Tuesday, still nothing.


    Regards

    ------------------------------
    Vineet Kakroo
    FIL Investment Management Ltd
    ------------------------------



  • 8.  RE: Create Callback step failing to create callbacks

    GCAP Member
    Posted 02-11-2021 15:34
    Can you upload the handler?

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    Eliezer Stekel
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  • 9.  RE: Create Callback step failing to create callbacks

    Posted 02-12-2021 04:00
    Hi Eliezer,
    Attaching the handlers. As mentioned before they run fine on DEV server (same app version & patch) and fail on production & backup server.
    I am sure it will run fine at you end too.

    Regards

    ------------------------------
    Vineet Kakroo
    FIL Investment Management Ltd
    ------------------------------



  • 10.  RE: Create Callback step failing to create callbacks

    GCAP Member
    Posted 02-12-2021 10:32
    Have you looked in the WebProcessor logs for more information?  I believe that subsystem works closely with callbacks.

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    Tim Cannon
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  • 11.  RE: Create Callback step failing to create callbacks

    Posted 02-12-2021 11:28
    Thanks Tim,
    I haven't yet but will test after hours.

    Regards

    ------------------------------
    Vineet Kakroo
    FIL Investment Management Ltd
    ------------------------------



  • 12.  RE: Create Callback step failing to create callbacks

    GENESYS
    Posted 02-12-2021 19:12
    Did the test handler attach?

    IP, Notifier, and webprocessor logs will be what is needed to start.

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    Richard Lyndon
    Genesys - Employees
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  • 13.  RE: Create Callback step failing to create callbacks

    Posted 02-15-2021 03:18
      |   view attached
    Hi Richard, I attached the handlers last week but looks like it did not attach. Attached a zip file now.

    Checked the webprocessor logs but not sure I could figure anything.

    Regards

    ------------------------------
    Vineet Kakroo
    FIL Investment Management Ltd
    ------------------------------

    Attachment(s)

    zip
    Callback.zip   15 KB 1 version


  • 14.  RE: Create Callback step failing to create callbacks

    GCAP Member
    Posted 02-15-2021 10:13
    Please share the exact URL you use to call the handler.

    Thanks

    ------------------------------
    Eliezer Stekel
    ------------------------------



  • 15.  RE: Create Callback step failing to create callbacks

    Posted 02-15-2021 10:24
    Hi Eliezer,

    With the two handlers published, I call them by running the command "sendcustomnotification ININ VKCallbackVK" from I3\IC\Server\ location
    and expect a callback to be created in the queue "Q_EI_Callback".

    Regards

    ------------------------------
    Vineet Kakroo
    FIL Investment Management Ltd
    ------------------------------



  • 16.  RE: Create Callback step failing to create callbacks

    GCAP Member
    Posted 02-15-2021 10:56
    I tested your handlers in my dev and they work great, not sure what else I can offer...

    Only thing I can recommend you check is that the workgroup is active IA and "workgroup has a queue" checkbox is checked off.

    ------------------------------
    Eliezer Stekel
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  • 17.  RE: Create Callback step failing to create callbacks

    Posted 02-15-2021 12:59
    Hi Eliezer,

    Yes I expected it to work on your Dev as it does on my Dev too. Its just the production that seems broken and that too it happened mid-week without any changes that we know of.
    Yes the workgroup is active and has a queue. To ensure it was nothing to do with a corrupt workgroup, we created a new workgroup from scratch and tried to use it, but still nothing.

    Genesys support have asked for logs, so hopefully they find something in there that I could not.

    Regards

    ------------------------------
    Vineet Kakroo
    FIL Investment Management Ltd
    ------------------------------



  • 18.  RE: Create Callback step failing to create callbacks

    GENESYS
    Posted 02-17-2021 11:25
    Did you get an answer on this?  I think I saw support providing some feedback.

    ------------------------------
    Rick Lyndon
    Staff Software Engineer - Team Lead
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  • 19.  RE: Create Callback step failing to create callbacks

    Posted 02-17-2021 11:47
    Hi Rick,

    Yes we did find the answer with help of Genesys support who asked us to check all the queues.
    Due to an internal SRM process, callbacks were created in queues that we do not monitor and are not configured in any Attendant profile or handlers for callback processing, nor are they set to process callbacks on the ACD tab of the workgroup settings.
    These callbacks were piling-up without us realising, and then once it breached the callback interaction threshold, the system stopped creating any more callbacks. Maybe it is for Genesys to have a better error control logging here.
    Once we analysed and deleted them, system immediately started creating the callbacks again.
    We are looking to fix the CRM process before it creates a mess again.

    We should have looked at all the queues but only checked the queues that are configured in Attendant to set the callbacks or in handlers, to find answers.

    Thanks again for everyone's help.

    Regards

    ------------------------------
    Vineet Kakroo
    FIL Investment Management Ltd
    ------------------------------