Hi guys, first of all this is an OXE+Genesys callcenter solution for around 400 agents. We have a bunch of GPA2 boards with some guides on them. The system was started 2 weeks ago.
My customer is complaining about some voice guides not starting from the beginning sometimes and eventually not playing well. I checked the incidents and I found two suspicious incidents I have never dealt with before. Any ideas on those:
15/02/10 14:34:28 000001M|---/--/-/---|=3:4026=CSTA server : 1 type(15) - get bad data
15/02/10 18:59:02 000001M|---/--/-/---|=2:2074=survroot: Loss of 164 applicative IPC messages
Both incidents are repeating pretty often. From incinfo I understand that the 2074 is with a status "major", and the other is "minor". Anyways - system is working fine, it's just the guides that are not playing as they should all the time..
Do you think it might be a problem of the G+ adapter for the Genesys integration (but its pretty strange to me..)
Anyways,
Thanks
Regards!
MK
Incidents and GPA problems eventually?
For the VG see leo's comment - it should fix your issue.
The incident 2074 can be ignored - it's "normal" - the OXE will re-transmit the messages. (Issue is linked to ACAPI e.g. OTUC or A4760)
The incident 4026 is related to CSTA and can have many reasons. If you have no problems I would suggest to ignore it.
I know the issue for example from R8.0 g1.302.9 with type (-1) with Genesys but it had no impact.
It was fixed in R8.0.1 g1.503.12 and R9.0 h1.301.16.a
You could check the CSTA*.log files in /tmpd/
The incident 2074 can be ignored - it's "normal" - the OXE will re-transmit the messages. (Issue is linked to ACAPI e.g. OTUC or A4760)
The incident 4026 is related to CSTA and can have many reasons. If you have no problems I would suggest to ignore it.
I know the issue for example from R8.0 g1.302.9 with type (-1) with Genesys but it had no impact.
It was fixed in R8.0.1 g1.503.12 and R9.0 h1.301.16.a
You could check the CSTA*.log files in /tmpd/
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jazzepat
Hi
If your issue is the same as we were having, the biggest problem is the voice guide is cut off early and then it can SKIP to a different message. We run OXEs with Genesys on over 4000 seats, however one of our sites in particular (though it has happened to another) has continually had this issue over a couple of years to be honest... It has APPARENTLY been fixed in release h130134 (it may actually be in h130128 aswell), and the fault lies in the GPA2 DSP memory that deals with the duration of the dynamic messages, however it wasnt clear if it is a GPA2 binary fault or a call handling fault. This issue does not occur on GPA boards. The only way I have gotten around this temporarily is to unassign ALL voice guides from ALL GPA2 boards, unplug the board, pull the batteries, put the batteries back in place, plug the board back in, make sure the binaries download to the boards again and then reassign the voice guides... this is a massive pain, particularly when youve got hundreds of voice guides chained across multiple boards, but it did seem to band aid the issue for about 6 months. We upload new guides and replace old ones for one particular IVR VERY often. Having said all that we are still running h130125 on this site so I cannot confirm the fix at this stage.
Hope that helps
If your issue is the same as we were having, the biggest problem is the voice guide is cut off early and then it can SKIP to a different message. We run OXEs with Genesys on over 4000 seats, however one of our sites in particular (though it has happened to another) has continually had this issue over a couple of years to be honest... It has APPARENTLY been fixed in release h130134 (it may actually be in h130128 aswell), and the fault lies in the GPA2 DSP memory that deals with the duration of the dynamic messages, however it wasnt clear if it is a GPA2 binary fault or a call handling fault. This issue does not occur on GPA boards. The only way I have gotten around this temporarily is to unassign ALL voice guides from ALL GPA2 boards, unplug the board, pull the batteries, put the batteries back in place, plug the board back in, make sure the binaries download to the boards again and then reassign the voice guides... this is a massive pain, particularly when youve got hundreds of voice guides chained across multiple boards, but it did seem to band aid the issue for about 6 months. We upload new guides and replace old ones for one particular IVR VERY often. Having said all that we are still running h130125 on this site so I cannot confirm the fix at this stage.
Hope that helps
-
milenski
Thanks for the replies guys!:)
What jazzepat said was occurring on this system as well, but now we have patched and eventually all got better. Our problems in the beginning were related to GPA2 board going OUT OF SERVICE when under high load. The board would not come back to life with a rstcpl, the only way to bring it back to life was to go on site unplug it (no led was on) and plug it back - the board would work normally till the next high load. Changing the board does not fix that. After updating with latest patch we eventually got rid of that problem.
About my current problem - I have been informed that when the voice guides problem was found a technician was uploading new guides to the system, which I think might have caused it all.
So for now - I am waiting for further development.
What jazzepat said was occurring on this system as well, but now we have patched and eventually all got better. Our problems in the beginning were related to GPA2 board going OUT OF SERVICE when under high load. The board would not come back to life with a rstcpl, the only way to bring it back to life was to go on site unplug it (no led was on) and plug it back - the board would work normally till the next high load. Changing the board does not fix that. After updating with latest patch we eventually got rid of that problem.
About my current problem - I have been informed that when the voice guides problem was found a technician was uploading new guides to the system, which I think might have caused it all.
So for now - I am waiting for further development.
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milenski
It turns out that we have a similar to your situation here. SOMETIMES a Voice Guide is cut off early and then it can SKIP to a different message or not play at all. SOMETIMES one and the same voice guide is played 5 times repeatedly..
The software version is R9.0-h1.301-34-a
This is the only incident that looks suspicious:
10/03/10 01:04:44 000001M|---/--/-/---|=2:2074=survroot: Loss of 99 applicative IPC messages
10/03/10 08:39:49 000001M|---/--/-/---|=2:2074=survroot: Loss of 99 applicative IPC messages
10/03/10 09:39:49 000001M|---/--/-/---|=2:2074=survroot: Loss of 92 applicative IPC messages
@jazzepat
I believe your problem is the same. Can you give me some further contact information so that we can discuss and eventually keep in touch.
The software version is R9.0-h1.301-34-a
This is the only incident that looks suspicious:
10/03/10 01:04:44 000001M|---/--/-/---|=2:2074=survroot: Loss of 99 applicative IPC messages
10/03/10 08:39:49 000001M|---/--/-/---|=2:2074=survroot: Loss of 99 applicative IPC messages
10/03/10 09:39:49 000001M|---/--/-/---|=2:2074=survroot: Loss of 92 applicative IPC messages
@jazzepat
I believe your problem is the same. Can you give me some further contact information so that we can discuss and eventually keep in touch.
-
jazzepat
Re: Incidents and GPA problems eventually?
Hi Milenski, sorry for the late reply.. 2 months is a long time in the world of issues...
I am no longer employed at the company where we had this issue, but what I can tell you is -
It was raised with Alcatel-Lucent as SR1-91234041 - GPA2 voicguide playback is cut
It was supposedly fixed in release 8.0 as a hotfix crms00145271 which was a binary for the GPA2.
This was released
"Delivery of the Binary however is delayed until the end of week 09 2009. (27th Feb 2009)."
As per the communication we'd received from our business partner and Alcatel-Lucent, the issue and this binary were meant to be in release 9.0
Whilst the problem was occurring, I could temporarily work around it buy deleting ALL voiceguides from ALL GPA2 boards, deleting all message assignments, pull the cards out of the chassis, remove the batteries, then put the batteries back on, ENSURE the PABX downloaded the binaries to the board and then reassign the voiceguides and let them re-download. This would then give us about 6 - 9 months of proper operation before the issue reoccured (we had this eSR open in one form or another for YEARS!)
When I left (about a year ago) we were convinced the problem was resolved with the binary... perhaps talk to your business partner and refer them, to that eSR and see what they can do for you
Hope this helps
Thanks
I am no longer employed at the company where we had this issue, but what I can tell you is -
It was raised with Alcatel-Lucent as SR1-91234041 - GPA2 voicguide playback is cut
It was supposedly fixed in release 8.0 as a hotfix crms00145271 which was a binary for the GPA2.
This was released
"Delivery of the Binary however is delayed until the end of week 09 2009. (27th Feb 2009)."
As per the communication we'd received from our business partner and Alcatel-Lucent, the issue and this binary were meant to be in release 9.0
Whilst the problem was occurring, I could temporarily work around it buy deleting ALL voiceguides from ALL GPA2 boards, deleting all message assignments, pull the cards out of the chassis, remove the batteries, then put the batteries back on, ENSURE the PABX downloaded the binaries to the board and then reassign the voiceguides and let them re-download. This would then give us about 6 - 9 months of proper operation before the issue reoccured (we had this eSR open in one form or another for YEARS!)
When I left (about a year ago) we were convinced the problem was resolved with the binary... perhaps talk to your business partner and refer them, to that eSR and see what they can do for you
Hope this helps
Thanks
