Genesys Engage on-premises (formerly PureEngage)

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start without strategy -> default/ignore Migration 8.1 to 8.5

  • 1.  start without strategy -> default/ignore Migration 8.1 to 8.5

    Posted 2 days ago
    Hello, the call to the waypoint and the strategy does not enter.
    
    The version of the server configuration is 8.5, the same goes for URS 8.5 and 8.1.
    
    Is there something missing to configure with the default tennant?







    The previous version 8.1 Vs the current 8.5
    09:08:03.934_T_I_00710312c0843001 [14:0c] EventRouteRequest is received for tserver TServerA4400[SwitchA4400] (this dn=86701)
    _T_I_00710312c0843001 [14:09] add DN TServerA4400 86701 <86701@SwitchA4400> (CDN 71 00710312c0843001) to the call 1-0000000001d7e4a0 truly:11
    _T_I_00710312c0843001 [14:08] check delayed proc
    _C_E_00710312c0843001 [01:12] there is no strategy item for 1700774774 IVR ec 2016
    _I_W_00710312c0843001 [14:03] start without strategy -> default/ignore
    09:08:03.934 Int 20003 interaction 00710312c0843001 is routed to default
    request to 65200(TServerA4400) message RequestUpdateUserData



    BR

    Diego Miño


    #Routing(ACD/IVR)

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    Diego Mino
    Cibercall USA Corp
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  • 2.  RE: start without strategy -> default/ignore Migration 8.1 to 8.5

    GCAP Member
    Posted 2 days ago
    Is the version of URS and IRD that your using compatible with each other?  I'd unload and then reload the strategy and check URS logs for errors.

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    Jason McLennan
    Commonwealth Bank of Australia
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  • 3.  RE: start without strategy -> default/ignore Migration 8.1 to 8.5

    Posted 2 days ago
    Hi Jason, TKS, yes, it is the same version of URS and IRD.
    The strange thing is that it gives that error message in the URS that it does not find the strategy even though it is configured in the RP.







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    Diego Mino
    Cibercall USA Corp
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  • 4.  RE: start without strategy -> default/ignore Migration 8.1 to 8.5

    GCAP Member
    Posted 2 days ago
    So you migrated framework 8.1 -> 8.5?  Was the previous tenant called resources.  Found this Knowledge Article which sets customer-id on option on TServer as it thinks it was in the Resources group.  So in your case you'd want to set the option to 'Environment'.  While ti says it should take effect immediately, looking at that knowledge article it looks like URS may only read it on connecting, so would restart URS.  Maybe have a look at what CustomerID is currently being returned in the EvenLinkConnected

        received from 65200(TServer)<HOST1>:3000(fd=) message EventLinkConnected
            AttributeTimeinSecs    1407925819 (12:30:19)
            AttributeTimeinuSecs    610803
            AttributeServerStartTime    53eb3a150008cae5 (12:12:37.576229)
    ?        AttributeCustomerID    'Resources'
            AttributeEventSequenceNumber    00000000000008c6
            AttributeRegistrationCode    0
            AttributeSessionID    4
            AttributeApplicationName    'TServer'​


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    Jason McLennan
    Commonwealth Bank of Australia
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  • 5.  RE: start without strategy -> default/ignore Migration 8.1 to 8.5

    Posted 2 days ago
    Hi Jason,yes it is a migration 8.1 to 8.5.
    Thank you very much, yes, the parameter in t-server.



    Thanks again, the call to strategy has already come in.
    TKS
    BR
    DIego Miño

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    Diego Mino
    Cibercall USA Corp
    ------------------------------