PureEngage On-Premises

Interaction is submitted in ORS and can be seen in the log but there is no further processing of SCXML hosted on that particular interaction queue.
E.g Webengagement.Qualified interaction is submitted to ORS but SCXML hosted on this queue is not executed by ORS hence there is no engagement session available.
This is a playground application out-of-the-box test.
Anyone has any input on this?

What the ORS logs exactly say? The configuration related to the GWE was provisioned by the GWE or manually?

Message EventInteractionSubmitted received from 'IXNServer'
    attr_extension [list, size (unpacked)=145] = 
       'ReportingEventSequenceNumber' [str] = "35392562"
    attr_actor_type [int] = 3 [MEDIA SERVER]
    attr_actor_media_server_id [str] = "Ixn Server Client (GWE_Node)"
    attr_event_time [str] = "2017-04-09T14:47:01Z"
    attr_itx_id [str] = "025H4W2RURWQG00H"
    attr_itx_type [str] = "Inbound"
    attr_itx_subtype [str] = "InternalCollaborationInvite"
    attr_itx_tenant_id [int] = 101
    attr_itx_queue [str] = "Webengagement_Qualified"
    attr_itx_media_type [str] = "webengagement"
    attr_itx_submitted_by [str] = "Ixn Server Client (GWE_Node)"
    attr_itx_state [int] = 0 [QUEUED]
    attr_itx_is_online [int] = 0
    attr_itx_is_locked [int] = 0
    attr_itx_received_at [str] = "2017-04-09T14:47:01Z"
    attr_itx_submitted_at [str] = "2017-04-09T14:47:01Z"
    attr_itx_placed_in_queue_at [str] = "2017-04-09T14:47:01Z"
    attr_itx_moved_to_queue_at [str] = "2017-04-09T14:47:01Z"
    attr_itx_submit_seq [str] = "35392561"
    attr_itx_place_in_queue_seq [str] = "35392561"
    attr_itx_user_data [str] = "$data_size$=2465"
    attr_itx_is_held [int] = 0

This is the snippet from ORS log.
There is scxml queueBased_Incoming.scxml loaded on Webengagement_Qualified but it is not executed after this which should not be the case.

As far as configuration is concerned, apart from mandatory configurations based on document which were done manually, rest were provisioned by GWE.
If this helps let me know your suggestions on how to correct this.

There should be subsequent log messages after interaction is submitted to the ORS, try to post this part to make sure what is going on. In general - Does the ORS work for another SCXML scripts at all?

Hi Guys,

This is Fabian Herrera from Colombia, I thought I would post since I am having the exact same issue that is been reported here, the events displayed in the ORS logs are exactly the same Kumar posted, interaction arrives at ORS and is put in queue and no longer processing is done nor logged. ORS logging level is debug so...
In my case, ORS is new, I installed it with the GWE deplyoment, but I made all the configurations described for the ORS to be able to pull interactions from the Interaction server; changed the URS strategy option to "ORS", but it just does not work.

11:18:20.346 Trc 04541 Message EventInteractionSubmitted received from 'InteractionServer_CL_1'
    attr_extension [list, size (unpacked)=144] =
       'ReportingEventSequenceNumber' [str] = "8389963"
    attr_actor_type [int] = 3 [MEDIA SERVER]
    attr_actor_media_server_id [str] = "Ixn Server Client (GWE_85_Node_1)"
    attr_event_time [str] = "2017-04-24T16:18:20Z"
    attr_itx_id [str] = "0DQJAJ2RYRG2E001"
    attr_itx_type [str] = "Inbound"
    attr_itx_subtype [str] = "InternalCollaborationInvite"
    attr_itx_tenant_id [int] = 116
    attr_itx_queue [str] = "Webengagement_Qualified"
    attr_itx_media_type [str] = "webengagement"
    attr_itx_submitted_by [str] = "Ixn Server Client (GWE_85_Node_1)"
    attr_itx_state [int] = 0 [QUEUED]
    attr_itx_is_online [int] = 0
    attr_itx_is_locked [int] = 0
    attr_itx_received_at [str] = "2017-04-24T16:18:20Z"
    attr_itx_submitted_at [str] = "2017-04-24T16:18:20Z"
    attr_itx_placed_in_queue_at [str] = "2017-04-24T16:18:20Z"
    attr_itx_moved_to_queue_at [str] = "2017-04-24T16:18:20Z"
    attr_itx_submit_seq [str] = "8389962"
    attr_itx_place_in_queue_seq [str] = "8389962"
    attr_itx_user_data [str] = "$data_size$=2458"
    attr_itx_is_held [int] = 0

Have you managed to get it to work? Please let me know.

fherrera@interaxa.com.

Thanks in advance.

Fabian.

Hi Fabian,
I am yet to resolve this issue as it is still persistent for me.
I have tried few modifications but issue is there.
Please share any solution if you come cross and i will do the same.

Hi Kumar,

Managed to get it to work a couple times, it diplays the pop up window engaging in the playground web application; what I did was redeploy and publish the whole package of SCXMLs of both routing and the web engagement logic. I then proceeded to debug the apps...it was at that moment when the apps started changing their behavior.

The weird thing is that it somethimes works and somethimes does not, I ended up restarting the ORS and after that, some interactions that seemed to be in queue, were finally routed to the logged in agent.

It looks to me that it is an issue with the ORS, I might end up upgrading its version or re installing it.

I will keep working on it and will keep you posted.

My ORS Ver. 8.1.400.52, what's yours?

Fabian.

Hi Fabian,
My ORS Ver. 8.1.400.55.
Need clarifications from your end:
1.Are you using external cassandra for GWE?
2.Are you using cassandra for ORS ?

Hi Kumar,

Yes, I am using external casssandra for GWE and yes, I am using cassandra for the ORS, that one external as well.

Fabian.