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Callers Stuck on Hold in Response Group - Maybe Attendant Console problem?? RRS feed

  • Question

  • Callers are telling us that they get "stuck" on hold for 20 to 30 minutes listening to music.  The problem with that is the following:

    1)  There are too many agents availabe for anybody to have to hold more than 5 minutes
    2)  We don't more than about 15 calls an hour at its peak most of which are just transfer to an extension.

    Setup with 2 work flows:  1 that is set to time out at 15 seconds and then shifts to a work flow called "Hold Options" where they can elect to continue holding or transfer to the Exchange UM Auto Attendant to dial by name.  The continute to hold queue also times out and keeps asking the same question at about 15 second intervals.

    I'm not sure why this is happening, except that the Response Group must not think there are any available Agents.  I'm not sure how to even test this, as when I make calls to test it I can't duplicate the problem.

    ALSO, have a problem that Agents using the Attendant Console are not able to answer a call at times without a "long" delay before they call is connected after either picking up the handset or accepting the call on the Attendant Console.  Moreover, at some unreasonble frequency when they answer a call it disconnects immediately.


    There are 3 other agents that use Communicator as they/we help cover incoming calls when the primary agents are out or on the phone.  The agents using Communicator Do not seem to have these problems.

    And, unrelated to Response Group, the ATtendand Console "Consult before transfer" does not work all the time.  AFter they announce the call it gets stuck on hold.  The original agent can retrieve it form hold, but the only way they can transfer it is to do the "hard" transfer.

    This seems to be a cricital problem!!!

    -Barry

    Friday, July 10, 2009 6:16 PM

Answers

  • For those that may find themselves in this problem.

    You may be able to tell that switching was not occuring on the calls.  The switching goes through the mediation server to the gateway.

    I re-deployed the mediation server and it fixed the problem.

    -Barry
    • Marked as answer by Barry Adkins Friday, July 24, 2009 4:33 AM
    Friday, July 24, 2009 4:31 AM

All replies

  • Have you done any tracing to see if you can see what is going on. I would run a debug session on the pool front end to see wha I can find. Also look real close at the event logs on the pool.
    mitch
    Friday, July 10, 2009 7:11 PM
  • There are only 3 events today on that server and none have anything to do with OCS.

    Do you mean to use the trace tool?  I could also use the trace tool for the Gateway, but the problem I have is the issue is not casually reproducable.

    Meaning, if I make several calls from my cellphone, I can't get the problem to reproduce - that is the problem of getting stuck on hold.

    Do you know something I could do?  I suppose I can just leave the OCS trace and the Gateway syslong running and racking up a large trace file, and then when it happens I can look for the problem using the time it occurred.

    Any guidance would be appreciate.  The Attendant issues don't seem to happen with Communicator, but Communicator does not have a Consult before transfer option.

    -Barry
    Friday, July 10, 2009 7:45 PM
  • do you have a lot of Calls coming in?

    You can turn on the debugging tool on the ocs pool. and select the modules you need it to monitor. If I remember right there is an attendant module for debugging and that would only grow when people call into it.

    This may be the only option. I would not turn on logging on the gateway at first. I would want to see what I found on the front end  server first.
    mitch
    Friday, July 10, 2009 8:04 PM
  • Similar to above described problem... user calls in, gets greeting from "operator" workflow and then it rings for the 15 sec timeout.  I happened to be the only agent online at the time.  It rang me, but I didn't answer it, I changed my status to "Away".  The call got "stuck" ringing and you can see from the portion of the log file the following (sorry tried to take out everything that I knew didn't matter) - the transfer from the operator workflow to the hold options workflow failed - So, now why did it fail?:

    Direction: Incoming
    From: sip:operator@domain.com
    To: sip:Agent@domain.com
    Message: WORKFLOW ERROR: The outgoing call for the supervised transfer failed
    WorkflowId: 9b09fb0136504a57bd3c8cdfff9f2f58
    Exception type: Microsoft.Rtc.Signaling.FailureResponseException
    Exception message: The operation has failed. See the exception's properties as well as the logs for additional information.
    Response Code: 487
    _rgs_message_end_

    (RgsHostingFramework,MakeTransferTarget.OnDialCompleted:maketransfertarget.cs(1056))( 0000000000EB147D )method=[MakeTransferTarget::OnDialCompleted] - [exit] -  instanceId=[9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], hashSession=[53015223], hash=[15406205], exception=[Microsoft.Rtc.Signaling.FailureResponseException], message=[The operation has failed. See the exception's properties as well as the logs for additional information.], responseCode=[487] - got a failure response
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(576))The length of the array of parameters is [2].
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(582))Parameter [0]: name=[@fqdn], value=[poolServer01.domain.com].
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(582))Parameter [1]: name=[@port], value=[8404].
    (RgsMatchMakingService,MatchMakingLocator.GetActiveInstanceFromDB:matchmakinglocator.cs(508))( 0000000003A8B2DC )Successfully extracted ActiveInstance  from the DB after connection to SQL Server.
    (RgsMatchMakingService,PresenceComponent.PresenceNotificationReceived:presencecomponent.cs(531))( 0000000003036310 )Presence notification received.
    (RgsMatchMakingService,Agent.OnAgentPresenceChanged:agent.cs(364))( 00000000030F7DDB )New presence state for agent [sip:Agent@domain.com] received [Away]
    (RgsMatchMakingService,Agent.OnAgentPresenceChanged:agent.cs(368))( 00000000030F7DDB )New OCS presence for agent [sip:Agent@domain.com] is [Away], internal state is: [Online]
    (RgsMatchMakingService,AgentGroup.OnAgentStateChanged:agentgroup.cs(774))( 0000000001BFF755 )Agent [sip:Agent@domain.com] state has changed
    (RgsMatchMakingService,AgentGroup.UpdateReadyAgents:agentgroup.cs(1053))( 0000000001BFF755 )Agent: [sip:Agent@domain.com] becomes unavailable.
    (RgsMatchMakingService,AgentGroup.OnAgentStateChanged:agentgroup.cs(774))( 0000000002350E7F )Agent [sip:Agent@domain.com] state has changed
    (RgsMatchMakingService,AgentGroup.UpdateReadyAgents:agentgroup.cs(1053))( 0000000002350E7F )Agent: [sip:Agent@domain.com] becomes unavailable.
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(570))The array of parameters is null.
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(570))The array of parameters is null.
    (RgsClientsLib,MatchMakingLocator.GetActiveInstanceFromDB:matchmakinglocator.cs(508))( 0000000001C6C47A )Successfully extracted ActiveInstance  from the DB after connection to SQL Server.
    (RgsClientsLib,MatchMakingLocator.GetActiveInstanceFromDB:matchmakinglocator.cs(508))( 0000000002B89EAA )Successfully extracted ActiveInstance  from the DB after connection to SQL Server.
    (RgsMatchMakingService,PresenceComponent.PresenceNotificationReceived:presencecomponent.cs(531))( 0000000003036310 )Presence notification received.
    (RgsMatchMakingService,Agent.OnAgentPresenceChanged:agent.cs(364))( 00000000030F7DDB )New presence state for agent [sip:Agent@domain.com] received [Online]
    (RgsMatchMakingService,Agent.OnAgentPresenceChanged:agent.cs(368))( 00000000030F7DDB )New OCS presence for agent [sip:Agent@domain.com] is [Online], internal state is: [Away]
    (RgsMatchMakingService,AgentGroup.OnAgentStateChanged:agentgroup.cs(774))( 0000000001BFF755 )Agent [sip:Agent@domain.com] state has changed
    (RgsMatchMakingService,AgentGroup.UpdateReadyAgents:agentgroup.cs(1044))( 0000000001BFF755 )Agent: [sip:Agent@domain.com] is ready to receive calls.
    (RgsMatchMakingService,AgentGroup.OnAgentStateChanged:agentgroup.cs(774))( 0000000002350E7F )Agent [sip:Agent@domain.com] state has changed
    (RgsMatchMakingService,AgentGroup.UpdateReadyAgents:agentgroup.cs(1044))( 0000000002350E7F )Agent: [sip:Agent@domain.com] is ready to receive calls.
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(576))The length of the array of parameters is [2].
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(582))Parameter [0]: name=[@AgentId], value=[0e596b92-c4cc-4a31-a4bc-d256ed45b94b].
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(582))Parameter [1]: name=[@GroupId], value=[247e723a-53f9-4160-8d65-50d06cddd949].
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(576))The length of the array of parameters is [2].
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(582))Parameter [0]: name=[@fqdn], value=[poolServer01.domain.com].
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(582))Parameter [1]: name=[@port], value=[8404].
    (RgsMatchMakingService,MatchMakingLocator.GetActiveInstanceFromDB:matchmakinglocator.cs(508))( 0000000003A8B2DC )Successfully extracted ActiveInstance  from the DB after connection to SQL Server.
    (RgsMatchMakingService,MatchMakingServiceInterface.PingRequest:matchmakingserviceinterface.cs(282))( 000000000294E252 )PingRequest reveived for server: [poolServer01.domain.com]
    (RgsMatchMakingService,MatchMakingServiceInterface.PingRequest:matchmakingserviceinterface.cs(292))( 000000000294E252 )ping received from our WF server: [poolServer01.domain.com]
    (RgsMatchMakingService,MatchMakingServiceInterface.PingRequest:matchmakingserviceinterface.cs(381))( 000000000294E252 )This is the active instance: [poolServer01.domain.com] Ping chain stops here
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(576))The length of the array of parameters is [2].
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(582))Parameter [0]: name=[@fqdn], value=[poolServer01.domain.com].
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(582))Parameter [1]: name=[@port], value=[8404].
    (RgsMatchMakingService,MatchMakingLocator.GetActiveInstanceFromDB:matchmakinglocator.cs(508))( 0000000003A8B2DC )Successfully extracted ActiveInstance  from the DB after connection to SQL Server.
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(570))The array of parameters is null.
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(570))The array of parameters is null.
    (RgsClientsLib,MatchMakingLocator.GetActiveInstanceFromDB:matchmakinglocator.cs(508))( 0000000002B89EAA )Successfully extracted ActiveInstance  from the DB after connection to SQL Server.
    (RgsClientsLib,MatchMakingLocator.GetActiveInstanceFromDB:matchmakinglocator.cs(508))( 0000000001C6C47A )Successfully extracted ActiveInstance  from the DB after connection to SQL Server.
    (RgsHostingFramework,AcdApp.OnStateChangedWorker:acdapp.cs(2192))( 0000000003792125 )Call from [sip:+17135551212@domain.com;user=phone] to [sip:operator@domain.com] with CallId = [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58] changed from state [Transferring] to state [Established].
    (RgsMatchMakingService,MatchMakingServiceInterface.OnTransferCompleted:matchmakingserviceinterface.cs(251))( 000000000294E252 )Transfer Completed: CallID: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], TransferResult: [TransferFailed] ,ServerFQDN: [poolServer01.domain.com], Active: [True]
    (RgsMatchMakingService,MatchMakingServiceInterface.HandleTransferResult:matchmakingserviceinterface.cs(986))( 000000000294E252 )Send transfer result to SessionManager: callId: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], result: [TransferFailed]
    (RgsMatchMakingService,SessionManager.OnSessionStateChanged:sessionmanager.cs(227))( 00000000002C160B )Session changed event received for call ID: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], new state: [TransferResultReceived]
    (RgsMatchMakingService,SessionManager.HandleTransferResultSession:sessionmanager.cs(374))( 00000000002C160B )Transfer results received: CallID: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], TransferResult: [TransferFailed]
    (RgsMatchMakingService,CallHandler.HandleTransferResult:callhandler.cs(499))( 0000000003FB1B74 )Transfer result received on CallID:  [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], TransferResult: [TransferFailed]
    (RgsHostingFramework,MakeTransferTarget.OnBlindTransferCompleted:maketransfertarget.cs(1382))( 0000000001C3C3C0 )method=[MakeTransferTarget::OnBlindTransferCompleted] - [exit] - RealTimeException -  instanceId=[9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], hashSession=[50047746], hash=[29606848], transferResult=[TransferFailed], exception=[Microsoft.Rtc.Signaling.FailureResponseException], message=[The operation has failed. See the exception's properties as well as the logs for additional information.], responseCode=[504]
    (RgsHostingFramework,AcdApp.OnWorkflowIdled:acdapp.workflow.cs(600))( 0000000003792125 )OnWorkflowIdled for workflow '9b09fb01-3650-4a57-bd3c-8cdfff9f2f58' is executed.'
    (RgsMatchMakingService,MatchMakingServiceInterface.RegisterCall:matchmakingserviceinterface.cs(182))( 000000000294E252 )Register call request queue ID: [e1bf8ad8-daae-4830-b32b-8066dff52a8f], CallID: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], Server FQDN:[poolServer01.domain.com] ,Active: [True]
    (RgsMatchMakingService,MatchMakingServiceInterface.HandleRegisterCall:matchmakingserviceinterface.cs(669))( 000000000294E252 )[Enter]: Register call request queue ID: [e1bf8ad8-daae-4830-b32b-8066dff52a8f] call ID: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], FQDN: [poolServer01.domain.com] Active: [True]
    (RgsMatchMakingService,MatchMakingServiceInterface.HandleRegisterCall:matchmakingserviceinterface.cs(762))( 000000000294E252 )Since it is the active MM [poolServer01.domain.com] handle thecall. Send event to SessionManager: Call ID:[9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], RemoteUri: [sip:+17135551212@domain.com;user=phone], Queue ID: [e1bf8ad8-daae-4830-b32b-8066dff52a8f]
    (RgsMatchMakingService,SessionManager.OnSessionStateChanged:sessionmanager.cs(227))( 00000000002C160B )Session changed event received for call ID: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], new state: [Created]
    (RgsMatchMakingService,SessionManager.CreateSession:sessionmanager.cs(271))( 00000000002C160B )Create session for callID: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58]
    (RgsMatchMakingService,SessionManager.HandleCall:sessionmanager.cs(544))( 00000000002C160B )Start routing the call: CallID: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], QueueID: [e1bf8ad8-daae-4830-b32b-8066dff52a8f], ServerID: [poolServer01.domain.com]
    (RgsMatchMakingService,CallHandler.OnIncomingCall:callhandler.cs(399))( 0000000003FB1B74 )OnIncomingCall: CallID: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], Remote URI: [sip:+17135551212@domain.com;user=phone] CurrentQueue ID: [e1bf8ad8-daae-4830-b32b-8066dff52a8f]
    (RgsMatchMakingService,CallHandler.OnIncomingCall:callhandler.cs(424))( 0000000003FB1B74 )Queue found: CallID: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], Remote URI: [sip:+17135551212@domain.com;user=phone] CurrentQueue ID: [e1bf8ad8-daae-4830-b32b-8066dff52a8f], Queue Name: [Operator & Order Cover]. Route call using this queue settings
    (RgsMatchMakingService,CallHandler.RouteCallOnQueueTimeout:callhandler.cs(829))( 0000000003FB1B74 )RouteCallOnQueueTimeout CallID: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], CurrentQueue ID: [e1bf8ad8-daae-4830-b32b-8066dff52a8f], to sipURI: [sip:holdoptions@domain.com]
    (RgsMatchMakingService,CallHandler.RequestTransfer:callhandler.cs(1388))( 0000000003FB1B74 )RequestTransfer CallID: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], transfer targets number: [1], IsParallel: [False]:, IsBlind: [True]
    (RgsMatchMakingService,CallHandler.RequestTransfer:callhandler.cs(1405))( 0000000003FB1B74 )RequestTransfer CallID: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], transfer targets number: [1], IsParallel: [False]:, IsBlind: [True] succeeded
    (RgsMatchMakingService,CallHandler.EnterQueue:callhandler.cs(739))( 0000000003FB1B74 )Threshold condition has been met on Queue ID [e1bf8ad8-daae-4830-b32b-8066dff52a8f] Call ID [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58] routed according to queue threshold properties
    (RgsHostingFramework,RgsLogMessage.ReportMessage:rgslogmessage.cs(227))_rgs_message_begin_
    Direction: Outgoing
    From: sip:+17135551212@domain.com;user=phone
    To: sip:operator@domain.com
    Message: WORKFLOW: Initiating transfer session
    WorkflowId: 9b09fb0136504a57bd3c8cdfff9f2f58
    Target: sip:holdoptions@domain.com
    Expiration: 0
    _rgs_message_end_

    (RgsHostingFramework,AcdApp.OnWorkflowIdled:acdapp.workflow.cs(600))( 0000000003792125 )OnWorkflowIdled for workflow '9b09fb01-3650-4a57-bd3c-8cdfff9f2f58' is executed.'
    (RgsHostingFramework,RgsLogMessage.ReportMessage:rgslogmessage.cs(227))_rgs_message_begin_
    Direction: Outgoing
    From: sip:operator@domain.com
    To: sip:holdoptions@domain.com
    Message: WORKFLOW: Initiating unattended (blind) transfer
    WorkflowId: 9b09fb0136504a57bd3c8cdfff9f2f58
    _rgs_message_end_

    (RgsHostingFramework,AcdApp.OnStateChangedWorker:acdapp.cs(2192))( 0000000003792125 )Call from [sip:+17135551212@domain.com;user=phone] to [sip:operator@domain.com] with CallId = [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58] changed from state [Established] to state [Transferring].
    (RgsMatchMakingService,MatchMakingServiceInterface.PingRequest:matchmakingserviceinterface.cs(282))( 000000000294E252 )PingRequest reveived for server: [poolServer01.domain.com]
    (RgsMatchMakingService,MatchMakingServiceInterface.PingRequest:matchmakingserviceinterface.cs(292))( 000000000294E252 )ping received from our WF server: [poolServer01.domain.com]
    (RgsMatchMakingService,MatchMakingServiceInterface.PingRequest:matchmakingserviceinterface.cs(381))( 000000000294E252 )This is the active instance: [poolServer01.domain.com] Ping chain stops here
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(576))The length of the array of parameters is [2].
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(582))Parameter [0]: name=[@fqdn], value=[poolServer01.domain.com].
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(582))Parameter [1]: name=[@port], value=[8404].
    (RgsMatchMakingService,MatchMakingLocator.GetActiveInstanceFromDB:matchmakinglocator.cs(508))( 0000000003A8B2DC )Successfully extracted ActiveInstance  from the DB after connection to SQL Server.
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(570))The array of parameters is null.
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(570))The array of parameters is null.
    (RgsClientsLib,MatchMakingLocator.GetActiveInstanceFromDB:matchmakinglocator.cs(508))( 0000000001C6C47A )Successfully extracted ActiveInstance  from the DB after connection to SQL Server.
    (RgsClientsLib,MatchMakingLocator.GetActiveInstanceFromDB:matchmakinglocator.cs(508))( 0000000002B89EAA )Successfully extracted ActiveInstance  from the DB after connection to SQL Server.
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(576))The length of the array of parameters is [2].
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(582))Parameter [0]: name=[@AgentId], value=[0e596b92-c4cc-4a31-a4bc-d256ed45b94b].
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(582))Parameter [1]: name=[@GroupId], value=[247e723a-53f9-4160-8d65-50d06cddd949].
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(576))The length of the array of parameters is [2].
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(582))Parameter [0]: name=[@fqdn], value=[poolServer01.domain.com].
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(582))Parameter [1]: name=[@port], value=[8404].
    (RgsMatchMakingService,MatchMakingLocator.GetActiveInstanceFromDB:matchmakinglocator.cs(508))( 0000000003A8B2DC )Successfully extracted ActiveInstance  from the DB after connection to SQL Server.
    (RgsMatchMakingService,MatchMakingServiceInterface.PingRequest:matchmakingserviceinterface.cs(282))( 000000000294E252 )PingRequest reveived for server: [poolServer01.domain.com]
    (RgsMatchMakingService,MatchMakingServiceInterface.PingRequest:matchmakingserviceinterface.cs(292))( 000000000294E252 )ping received from our WF server: [poolServer01.domain.com]
    (RgsMatchMakingService,MatchMakingServiceInterface.PingRequest:matchmakingserviceinterface.cs(381))( 000000000294E252 )This is the active instance: [poolServer01.domain.com] Ping chain stops here
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(570))The array of parameters is null.
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(570))The array of parameters is null.
    (RgsClientsLib,MatchMakingLocator.GetActiveInstanceFromDB:matchmakinglocator.cs(508))( 0000000001C6C47A )Successfully extracted ActiveInstance  from the DB after connection to SQL Server.
    (RgsClientsLib,MatchMakingLocator.GetActiveInstanceFromDB:matchmakinglocator.cs(508))( 0000000002B89EAA )Successfully extracted ActiveInstance  from the DB after connection to SQL Server.
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(576))The length of the array of parameters is [2].
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(582))Parameter [0]: name=[@fqdn], value=[poolServer01.domain.com].
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(582))Parameter [1]: name=[@port], value=[8404].
    (RgsMatchMakingService,MatchMakingLocator.GetActiveInstanceFromDB:matchmakinglocator.cs(508))( 0000000003A8B2DC )Successfully extracted ActiveInstance  from the DB after connection to SQL Server.
    (RgsHostingFramework,AcdApp.OnWorkflowIdled:acdapp.workflow.cs(600))( 0000000003792125 )OnWorkflowIdled for workflow '9b09fb01-3650-4a57-bd3c-8cdfff9f2f58' is executed.'
    (RgsHostingFramework,AcdApp.OnStateChangedWorker:acdapp.cs(2192))( 0000000003792125 )Call from [sip:+17135551212@domain.com;user=phone] to [sip:operator@domain.com] with CallId = [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58] changed from state [Transferring] to state [Established].
    (RgsMatchMakingService,MatchMakingServiceInterface.OnTransferCompleted:matchmakingserviceinterface.cs(251))( 000000000294E252 )Transfer Completed: CallID: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], TransferResult: [TransferFailed] ,ServerFQDN: [poolServer01.domain.com], Active: [True]
    (RgsMatchMakingService,MatchMakingServiceInterface.HandleTransferResult:matchmakingserviceinterface.cs(986))( 000000000294E252 )Send transfer result to SessionManager: callId: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], result: [TransferFailed]
    (RgsMatchMakingService,SessionManager.OnSessionStateChanged:sessionmanager.cs(227))( 00000000002C160B )Session changed event received for call ID: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], new state: [TransferResultReceived]
    (RgsHostingFramework,MakeTransferTarget.OnBlindTransferCompleted:maketransfertarget.cs(1382))( 0000000000B6AE39 )method=[MakeTransferTarget::OnBlindTransferCompleted] - [exit] - RealTimeException -  instanceId=[9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], hashSession=[6638669], hash=[11972153], transferResult=[TransferFailed], exception=[Microsoft.Rtc.Signaling.FailureResponseException], message=[The operation has failed. See the exception's properties as well as the logs for additional information.], responseCode=[504]
    (RgsMatchMakingService,SessionManager.HandleTransferResultSession:sessionmanager.cs(374))( 00000000002C160B )Transfer results received: CallID: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], TransferResult: [TransferFailed]
    (RgsMatchMakingService,CallHandler.HandleTransferResult:callhandler.cs(499))( 0000000003FB1B74 )Transfer result received on CallID:  [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], TransferResult: [TransferFailed]
    (RgsHostingFramework,AcdApp.OnWorkflowIdled:acdapp.workflow.cs(600))( 0000000003792125 )OnWorkflowIdled for workflow '9b09fb01-3650-4a57-bd3c-8cdfff9f2f58' is executed.'
    (RgsMatchMakingService,MatchMakingServiceInterface.RegisterCall:matchmakingserviceinterface.cs(182))( 000000000294E252 )Register call request queue ID: [e1bf8ad8-daae-4830-b32b-8066dff52a8f], CallID: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], Server FQDN:[poolServer01.domain.com] ,Active: [True]
    (RgsMatchMakingService,MatchMakingServiceInterface.HandleRegisterCall:matchmakingserviceinterface.cs(669))( 000000000294E252 )[Enter]: Register call request queue ID: [e1bf8ad8-daae-4830-b32b-8066dff52a8f] call ID: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], FQDN: [poolServer01.domain.com] Active: [True]
    (RgsMatchMakingService,MatchMakingServiceInterface.HandleRegisterCall:matchmakingserviceinterface.cs(762))( 000000000294E252 )Since it is the active MM [poolServer01.domain.com] handle thecall. Send event to SessionManager: Call ID:[9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], RemoteUri: [sip:+17135551212@domain.com;user=phone], Queue ID: [e1bf8ad8-daae-4830-b32b-8066dff52a8f]
    (RgsMatchMakingService,SessionManager.OnSessionStateChanged:sessionmanager.cs(227))( 00000000002C160B )Session changed event received for call ID: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], new state: [Created]
    (RgsMatchMakingService,SessionManager.CreateSession:sessionmanager.cs(271))( 00000000002C160B )Create session for callID: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58]
    (RgsMatchMakingService,SessionManager.HandleCall:sessionmanager.cs(544))( 00000000002C160B )Start routing the call: CallID: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], QueueID: [e1bf8ad8-daae-4830-b32b-8066dff52a8f], ServerID: [poolServer01.domain.com]
    (RgsMatchMakingService,CallHandler.OnIncomingCall:callhandler.cs(399))( 0000000003FB1B74 )OnIncomingCall: CallID: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], Remote URI: [sip:+17135551212@domain.com;user=phone] CurrentQueue ID: [e1bf8ad8-daae-4830-b32b-8066dff52a8f]
    (RgsMatchMakingService,CallHandler.OnIncomingCall:callhandler.cs(424))( 0000000003FB1B74 )Queue found: CallID: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], Remote URI: [sip:+17135551212@domain.com;user=phone] CurrentQueue ID: [e1bf8ad8-daae-4830-b32b-8066dff52a8f], Queue Name: [Operator & Order Cover]. Route call using this queue settings
    (RgsMatchMakingService,CallHandler.RouteCallOnQueueTimeout:callhandler.cs(829))( 0000000003FB1B74 )RouteCallOnQueueTimeout CallID: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], CurrentQueue ID: [e1bf8ad8-daae-4830-b32b-8066dff52a8f], to sipURI: [sip:holdoptions@domain.com]
    (RgsMatchMakingService,CallHandler.RequestTransfer:callhandler.cs(1388))( 0000000003FB1B74 )RequestTransfer CallID: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], transfer targets number: [1], IsParallel: [False]:, IsBlind: [True]
    (RgsMatchMakingService,CallHandler.RequestTransfer:callhandler.cs(1405))( 0000000003FB1B74 )RequestTransfer CallID: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], transfer targets number: [1], IsParallel: [False]:, IsBlind: [True] succeeded
    (RgsMatchMakingService,CallHandler.EnterQueue:callhandler.cs(739))( 0000000003FB1B74 )Threshold condition has been met on Queue ID [e1bf8ad8-daae-4830-b32b-8066dff52a8f] Call ID [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58] routed according to queue threshold properties
    (RgsHostingFramework,RgsLogMessage.ReportMessage:rgslogmessage.cs(227))_rgs_message_begin_
    Direction: Outgoing
    From: sip:+17135551212@domain.com;user=phone
    To: sip:operator@domain.com
    Message: WORKFLOW: Initiating transfer session
    WorkflowId: 9b09fb0136504a57bd3c8cdfff9f2f58
    Target: sip:holdoptions@domain.com
    Expiration: 0
    _rgs_message_end_

    TL_INFO(TF_COMPONENT) [2]0F24.0F50::07/11/2009-03:23:40.466.00709de1 (RgsHostingFramework,AcdApp.OnWorkflowIdled:acdapp.workflow.cs(600))( 0000000003792125 )OnWorkflowIdled for workflow '9b09fb01-3650-4a57-bd3c-8cdfff9f2f58' is executed.'
    TL_INFO(TF_COMPONENT) [0]0F24.1314::07/11/2009-03:23:40.491.00709de2 (RgsHostingFramework,RgsLogMessage.ReportMessage:rgslogmessage.cs(227))_rgs_message_begin_
    Direction: Outgoing
    From: sip:operator@domain.com
    To: sip:holdoptions@domain.com
    Message: WORKFLOW: Initiating unattended (blind) transfer
    WorkflowId: 9b09fb0136504a57bd3c8cdfff9f2f58
    _rgs_message_end_

    (RgsHostingFramework,AcdApp.OnStateChangedWorker:acdapp.cs(2192))( 0000000003792125 )Call from [sip:+17135551212@domain.com;user=phone] to [sip:operator@domain.com] with CallId = [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58] changed from state [Established] to state [Transferring].
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(576))The length of the array of parameters is [2].
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(582))Parameter [0]: name=[@fqdn], value=[poolServer01.domain.com].
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(582))Parameter [1]: name=[@port], value=[8404].
    (RgsMatchMakingService,MatchMakingLocator.GetActiveInstanceFromDB:matchmakinglocator.cs(508))( 0000000003A8B2DC )Successfully extracted ActiveInstance  from the DB after connection to SQL Server.
    (RgsMatchMakingService,MatchMakingServiceInterface.PingRequest:matchmakingserviceinterface.cs(282))( 000000000294E252 )PingRequest reveived for server: [poolServer01.domain.com]
    (RgsMatchMakingService,MatchMakingServiceInterface.PingRequest:matchmakingserviceinterface.cs(292))( 000000000294E252 )ping received from our WF server: [poolServer01.domain.com]
    (RgsMatchMakingService,MatchMakingServiceInterface.PingRequest:matchmakingserviceinterface.cs(381))( 000000000294E252 )This is the active instance: [poolServer01.domain.com] Ping chain stops here
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(570))The array of parameters is null.
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(570))The array of parameters is null.
    (RgsClientsLib,MatchMakingLocator.GetActiveInstanceFromDB:matchmakinglocator.cs(508))( 0000000002B89EAA )Successfully extracted ActiveInstance  from the DB after connection to SQL Server.
    (RgsClientsLib,MatchMakingLocator.GetActiveInstanceFromDB:matchmakinglocator.cs(508))( 0000000001C6C47A )Successfully extracted ActiveInstance  from the DB after connection to SQL Server.
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(576))The length of the array of parameters is [2].
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(582))Parameter [0]: name=[@fqdn], value=[poolServer01.domain.com].
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(582))Parameter [1]: name=[@port], value=[8404].
    (RgsMatchMakingService,MatchMakingLocator.GetActiveInstanceFromDB:matchmakinglocator.cs(508))( 0000000003A8B2DC )Successfully extracted ActiveInstance  from the DB after connection to SQL Server.
    (RgsHostingFramework,AcdApp.OnStateChangedWorker:acdapp.cs(2192))( 0000000003792125 )Call from [sip:+17135551212@domain.com;user=phone] to [sip:operator@domain.com] with CallId = [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58] changed from state [Transferring] to state [Terminating].
    (RgsMatchMakingService,MatchMakingServiceInterface.OnTransferCompleted:matchmakingserviceinterface.cs(251))( 000000000294E252 )Transfer Completed: CallID: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], TransferResult: [TransferFailed] ,ServerFQDN: [poolServer01.domain.com], Active: [True]
    (RgsMatchMakingService,MatchMakingServiceInterface.HandleTransferResult:matchmakingserviceinterface.cs(986))( 000000000294E252 )Send transfer result to SessionManager: callId: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], result: [TransferFailed]
    (RgsMatchMakingService,SessionManager.OnSessionStateChanged:sessionmanager.cs(227))( 00000000002C160B )Session changed event received for call ID: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], new state: [TransferResultReceived]
    (RgsMatchMakingService,SessionManager.HandleTransferResultSession:sessionmanager.cs(374))( 00000000002C160B )Transfer results received: CallID: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], TransferResult: [TransferFailed]
    (RgsMatchMakingService,CallHandler.HandleTransferResult:callhandler.cs(499))( 0000000003FB1B74 )Transfer result received on CallID:  [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], TransferResult: [TransferFailed]
    (RgsHostingFramework,MakeTransferTarget.OnBlindTransferCompleted:maketransfertarget.cs(1388))( 0000000000D5227F )method=[MakeTransferTarget::OnBlindTransferCompleted] - [exit] - RealTimeException -  instanceId=[9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], hashSession=[61382686], hash=[13967999], transferResult=[TransferFailed], exception=[Microsoft.Rtc.Signaling.OperationFailureException], message=[Call terminated before successful refer notification]
    (RgsHostingFramework,AcdApp.OnWorkflowIdled:acdapp.workflow.cs(600))( 0000000003792125 )OnWorkflowIdled for workflow '9b09fb01-3650-4a57-bd3c-8cdfff9f2f58' is executed.'
    (RgsHostingFramework,AcdApp.OnWorkflowIdled:acdapp.workflow.cs(600))( 0000000003792125 )OnWorkflowIdled for workflow '9b09fb01-3650-4a57-bd3c-8cdfff9f2f58' is executed.'
    (RgsMatchMakingService,MatchMakingServiceInterface.OnTransferCompleted:matchmakingserviceinterface.cs(251))( 000000000294E252 )Transfer Completed: CallID: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], TransferResult: [TransferAborted] ,ServerFQDN: [poolServer01.domain.com], Active: [True]
    (RgsHostingFramework,AcdApp.OnWorkflowIdled:acdapp.workflow.cs(600))( 0000000003792125 )OnWorkflowIdled for workflow '9b09fb01-3650-4a57-bd3c-8cdfff9f2f58' is executed.'
    (RgsMatchMakingService,MatchMakingServiceInterface.UnregisterCall:matchmakingserviceinterface.cs(214))( 000000000294E252 )Unregister call request CallID: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], Server FQDN: [poolServer01.domain.com] ,Active: [True]
    (RgsMatchMakingService,MatchMakingServiceInterface.HandleUnregisterCall:matchmakingserviceinterface.cs(877))( 000000000294E252 )Since it is the active MM [poolServer01.domain.com] handle the unregister call. Send event to SessionManager: Call ID:[9b09fb01-3650-4a57-bd3c-8cdfff9f2f58]
    (RgsMatchMakingService,SessionManager.OnSessionStateChanged:sessionmanager.cs(227))( 00000000002C160B )Session changed event received for call ID: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], new state: [Disconnected]
    (RgsMatchMakingService,SessionManager.DisconnectSession:sessionmanager.cs(335))( 00000000002C160B )DisconnectSession received call ID: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58]
    (RgsMatchMakingService,SessionManager.DeleteCallFromDataBase:sessionmanager.cs(594))( 00000000002C160B )Delete MM Request from BD callID: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], MMRequestID: [999cf510-38c0-4491-b24f-08c1f321f170]
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(576))The length of the array of parameters is [1].
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(582))Parameter [0]: name=[@MatchRequestId], value=[999cf510-38c0-4491-b24f-08c1f321f170].
    (RgsMatchMakingService,SessionManager.DeleteCallFromDataBase:sessionmanager.cs(607))( 00000000002C160B )Successfully delete match request: CallID: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], MMRequestID: [999cf510-38c0-4491-b24f-08c1f321f170]
    (RgsMatchMakingService,SessionManager.HandleDisconnectCall:sessionmanager.cs(568))( 00000000002C160B )Disconnect call : CallID: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], QueueID: [e1bf8ad8-daae-4830-b32b-8066dff52a8f], ServerID: [poolServer01.domain.com]
    (RgsMatchMakingService,CallHandler.OnDisconnectedCall:callhandler.cs(459))( 0000000003FB1B74 )Disconnect CallID: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58], remote URI [sip:+17135551212@domain.com;user=phone] Current queue ID: [e1bf8ad8-daae-4830-b32b-8066dff52a8f]
    (RgsMatchMakingService,SessionManager.RemoveCallHandler:sessionmanager.cs(643))( 00000000002C160B )Remove call ID: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58] from active calls
    (RgsMatchMakingService,SessionManager.RemoveCallHandler:sessionmanager.cs(655))( 00000000002C160B )Call ID: [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58] has been removed from active calls
    (RgsHostingFramework,AcdApp.OnStateChangedWorker:acdapp.cs(2192))( 0000000003792125 )Call from [sip:+17135551212@domain.com;user=phone] to [sip:operator@domain.com] with CallId = [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58] changed from state [Terminating] to state [Terminated].
    (RgsHostingFramework,AcdApp.OnWorkflowCompleted:acdapp.workflow.cs(550))( 0000000003792125 )OnWorkflowCompleted for workflow '9b09fb01-3650-4a57-bd3c-8cdfff9f2f58' is executed.'
    (RgsHostingFramework,AcdApp.OnStateChangedWorker:acdapp.cs(2251))( 0000000003792125 )Call from [sip:+17135551212@domain.com;user=phone] with CallId = [9b09fb01-3650-4a57-bd3c-8cdfff9f2f58] was terminated. There are still 0 active calls left. Call length was [83235] ms.
    (RgsHostingFramework,AcdApp.OnStateChangedWorker:acdapp.cs(2261))( 0000000003792125 )All the active calls have been terminated.
    (RgsHostingFramework,AcdApp.OnWorkflowCompletedWorker:acdapp.workflow.cs(572))( 0000000003792125 )OnWorkflowCompletedWorker for workflow '9b09fb01-3650-4a57-bd3c-8cdfff9f2f58' is executed.'
    (RgsHostingFramework,RgsLogMessage.ReportMessage:rgslogmessage.cs(227))_rgs_message_begin_
    Direction: NotApplicable
    From: -
    To: -
    Message: WORKFLOW: Workflow completed
    WorkflowId: 9b09fb0136504a57bd3c8cdfff9f2f58
    _rgs_message_end_

    (RgsMatchMakingService,PresenceComponent.PresenceNotificationReceived:presencecomponent.cs(531))( 0000000003036310 )Presence notification received.
    (RgsMatchMakingService,Agent.OnAgentPresenceChanged:agent.cs(364))( 00000000030F7DDB )New presence state for agent [sip:Agent@domain.com] received [Away]
    (RgsMatchMakingService,Agent.OnAgentPresenceChanged:agent.cs(368))( 00000000030F7DDB )New OCS presence for agent [sip:Agent@domain.com] is [Away], internal state is: [Online]
    (RgsMatchMakingService,AgentGroup.OnAgentStateChanged:agentgroup.cs(774))( 0000000001BFF755 )Agent [sip:Agent@domain.com] state has changed
    (RgsMatchMakingService,AgentGroup.UpdateReadyAgents:agentgroup.cs(1053))( 0000000001BFF755 )Agent: [sip:Agent@domain.com] becomes unavailable.
    (RgsMatchMakingService,AgentGroup.OnAgentStateChanged:agentgroup.cs(774))( 0000000002350E7F )Agent [sip:Agent@domain.com] state has changed
    (RgsMatchMakingService,AgentGroup.UpdateReadyAgents:agentgroup.cs(1053))( 0000000002350E7F )Agent: [sip:Agent@domain.com] becomes unavailable.
    (RgsMatchMakingService,MatchMakingServiceInterface.PingRequest:matchmakingserviceinterface.cs(282))( 000000000294E252 )PingRequest reveived for server: [poolServer01.domain.com]
    (RgsMatchMakingService,MatchMakingServiceInterface.PingRequest:matchmakingserviceinterface.cs(292))( 000000000294E252 )ping received from our WF server: [poolServer01.domain.com]
    (RgsMatchMakingService,MatchMakingServiceInterface.PingRequest:matchmakingserviceinterface.cs(381))( 000000000294E252 )This is the active instance: [poolServer01.domain.com] Ping chain stops here
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(570))The array of parameters is null.
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(570))The array of parameters is null.
    (RgsClientsLib,MatchMakingLocator.GetActiveInstanceFromDB:matchmakinglocator.cs(508))( 0000000001C6C47A )Successfully extracted ActiveInstance  from the DB after connection to SQL Server.
    (RgsClientsLib,MatchMakingLocator.GetActiveInstanceFromDB:matchmakinglocator.cs(508))( 0000000002B89EAA )Successfully extracted ActiveInstance  from the DB after connection to SQL Server.
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(576))The length of the array of parameters is [2].
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(582))Parameter [0]: name=[@fqdn], value=[poolServer01.domain.com].
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(582))Parameter [1]: name=[@port], value=[8404].
    (RgsMatchMakingService,MatchMakingLocator.GetActiveInstanceFromDB:matchmakinglocator.cs(508))( 0000000003A8B2DC )Successfully extracted ActiveInstance  from the DB after connection to SQL Server.
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(576))The length of the array of parameters is [2].
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(582))Parameter [0]: name=[@fqdn], value=[poolServer01.domain.com].
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(582))Parameter [1]: name=[@port], value=[8404].
    (RgsMatchMakingService,MatchMakingLocator.GetActiveInstanceFromDB:matchmakinglocator.cs(508))( 0000000003A8B2DC )Successfully extracted ActiveInstance  from the DB after connection to SQL Server.
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(570))The array of parameters is null.
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(570))The array of parameters is null.
    (RgsClientsLib,MatchMakingLocator.GetActiveInstanceFromDB:matchmakinglocator.cs(508))( 0000000002B89EAA )Successfully extracted ActiveInstance  from the DB after connection to SQL Server.
    (RgsClientsLib,MatchMakingLocator.GetActiveInstanceFromDB:matchmakinglocator.cs(508))( 0000000001C6C47A )Successfully extracted ActiveInstance  from the DB after connection to SQL Server.
    (RgsMatchMakingService,MatchMakingServiceInterface.PingRequest:matchmakingserviceinterface.cs(282))( 000000000294E252 )PingRequest reveived for server: [poolServer01.domain.com]
    (RgsMatchMakingService,MatchMakingServiceInterface.PingRequest:matchmakingserviceinterface.cs(292))( 000000000294E252 )ping received from our WF server: [poolServer01.domain.com]
    (RgsMatchMakingService,MatchMakingServiceInterface.PingRequest:matchmakingserviceinterface.cs(381))( 000000000294E252 )This is the active instance: [poolServer01.domain.com] Ping chain stops here
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(576))The length of the array of parameters is [2].
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(582))Parameter [0]: name=[@AgentId], value=[0e596b92-c4cc-4a31-a4bc-d256ed45b94b].
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(582))Parameter [1]: name=[@GroupId], value=[247e723a-53f9-4160-8d65-50d06cddd949].
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(576))The length of the array of parameters is [2].
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(582))Parameter [0]: name=[@fqdn], value=[poolServer01.domain.com].
    (RgsDatastores,DbBase.TraceSqlParameters:dbbase.cs(582))Parameter [1]: name=[@port], value=[8404].
    (RgsMatchMakingService,MatchMakingLocator.GetActiveInstanceFromDB:matchmakinglocator.cs(508))( 0000000003A8B2DC )Successfully extracted ActiveInstance  from the DB after connection to SQL Server.


    *************************
    I tried to recreate this error several times, but it would not mess up again.  Yet, this very thing does happen, because the other day I called into the office from my cellphone and this very thing happened.

    I suspect this problem is related to the problem with people getting "stuck" on hold, because the person is getting "stuck" in the "operator" workflow and is supposed to get sent to the "hold options" or to an agent.

    Any help with why this failed would be appreciated.

    -Barry

    Saturday, July 11, 2009 5:07 AM
  • so something you have to remember is that precense status is key to how the response groups work. if an agent is in an away, busy, or even on the phone status then they are not available, They have to be in available status for them to be sent the call or even ring their MOC client. the process then dumps the call to the second stage. Usually we try to send it to voice mail if no one is available.

    so when the call is stuck on hold. What happens when a users that is set as an agent. What happens when they go available?


    mitch
    Monday, July 13, 2009 2:02 AM
  • If you look at the log, you can see that I set myself to "away" and then back to "available".  Yet the call was "stuck" in the ring or hold state.  It was supposed to transfer to another workflow named "holdoptions" after a 15 sec timeout.  You can see that it attempted to do that, but failed.

    Even though I set my status back to "Available" did not ring me and the call was stuck.  What happened is that it kept ringing, never got transfered to the other work flow named "holdoptions" and after ringing for about a total of 30 seconds it stopped ringing and the call was terminated by OCS.

    I also cannot get this to happend every time I try it, but it is similar to when a person gets stuck on hold.  In the case where they are "stuck" on hold, what happens the call gets answered in the operator workflow, after it times out in 15 secs, it goes to the "holdoptions" workflow, then the customer elects to stay on hold and it goes back into the Operator queue and the whole process contines until the caller either hangs up, selects transfer to auto attendant, or the call gets answered....

    OR in the case under discussion, at some apparently random interval the call gets "stuck" on hold listening to music - it does not ring any agents available or not, and so it never gets answered, and the caller is never again asked if they want to hold or transfer to the auto attendant.  Which amounts to a VERY ANGRY CALLER that calls back and complains that they were holding for 25 mins or more, and then they call from their cellphone or something similar and get through right away - yet on their landline they are still on hold listening to music.

    So, you see, the problem is not with whether ther is an available agent or not, it is that something is happening that the call transfer is failing.  Have a look at the log I posted.  I highlighted the logical path it takes, and then OCS terminates the call.

    You can see where I set my state to "away" and then back to "available".

    So, I'm trying to figure out why the transfer failed.

    So far, I'm not sure the Response Group Service is ready for prime time.  I also don't think it is appropriate that the service does not ring an agent that is "Away" BECAUSE, some of our people that cover the phone are working at there desk and not using their computer, and they become "Away" as far as OCS is concerned, but they are not away from their desk.

    OCS is about 96% ready for prime time.  We are using it anyway, but I don't see how a large organization could use it - there are still too many missing features, Music On Hold Really does not work - it only works with the RGS, but then only about a 20 Sec file it seems.

    Never the less, I want to find this problem so we can continue using OCS.

    -Barry

    Monday, July 13, 2009 2:22 AM
  • Well you are further along then I am on the response group stuff. i will be interested if anyone else posts. because i want to see what the resolution is.

    good luck.
    mitch
    Monday, July 13, 2009 3:22 AM
  • It turns out this has been happening for about 1.5 months since we started using OCS/Response Group.  Because it is intermitent it took nearly that long to know for sure we had a problem.  Apparently people were not saying much about it and knowing we had a new phone system were forgiving.  We now wonder how much business we lost before we found this problem!!!!

    I too am axious for other posts.  I'm not sure how Microsoft can expect people to use this for their phone systems if they are not going to provide better support for the product!!

    But then they have an Accounting product that is quite good, with idiotic bugs, like aligning the printer on checks - please, an accounting program that doesn't print checks right??  They've now known about that for about a year and no fix??  I'll not go on anymore about MSO Accounting, since this is not that forum...  but it is odd how the do (or don't) service their products.

    -Barry
    Monday, July 13, 2009 5:33 AM
  • responseCode=[504]

    Cool, a "504", I really like that number...?  Nice to know the error resonse code, but where are we supposed to find what a response code means?

    -Barry
    Monday, July 13, 2009 5:38 AM
  • 504 means Server time-out.

    Did you updated your OCS servers with QFE1 updates? If not please update our OCS with April 2007 updates from http://support.microsoft.com/?kbid=967831
    http://support.microsoft.com/default.aspx?kbid=967829

    I would suggest you to open up a support case with Microsoft PSS.

    Jithendranath Reddy
    Tuesday, July 14, 2009 11:57 AM
  • Where did you get the information on the Response Code?
    Wednesday, July 15, 2009 5:11 AM
  • For those that may find themselves in this problem.

    You may be able to tell that switching was not occuring on the calls.  The switching goes through the mediation server to the gateway.

    I re-deployed the mediation server and it fixed the problem.

    -Barry
    • Marked as answer by Barry Adkins Friday, July 24, 2009 4:33 AM
    Friday, July 24, 2009 4:31 AM