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VCB Related Logging in URS

While going through a queue of calls in search of the first VCB notifiable one for which a notification can be sent, URS logs a short disposition code in the log about every checked VCB notifiable call. The corresponding logging message has the following format:

_M_I_connid [10:21] call VCB states N (d1:d2) (d3:d4) text (d5 d6)

For example:

_M_I_036f02849e162002 [10:21] call vcb states 1(0:0) (0:0) (1376 0)
  • The d1, d2, d3, and d4 parameters are specific to the major VCB status (N) and used for its clarification.
  • The text message parameter is usually empty and used to report specific circumstances like over-dialing.
  • The d5 parameter denotes the duration that the VCB call is in processing.
  • The d6 parameter denotes the number of notification attempts for this call so far.

A message is printed for every checked VCB call (that is, every call in DoNotSelect mode and having notifyurl defined).

  • N = 0, if for this call the VCB notification was already sent recently, within n2 seconds (d1 - how much time remains until n2(+n17) expires, d2 - 0, d3 - dial out success for the call, d4 - accumulative dial out success rate). See VCB Configuration for information on the n2 parameter.
  • N = 1, if call cannot be routed right now (even if there was no DoNotSelect mode) due to call status (d1 and d2 - 0, d3 - dial out success for the call, d4 - accumulative dial out success rate).
  • N = 2, if the VCB notification was already done on behalf of the currently processed target (agent) recently, within n3 seconds (d1 - how much time remains until n3 expires, d2, d3, and d4 - 0). See VCB Configuration for information on the n3 parameter.
  • N = 3, if the call is good for a VCB notification (d1 - disposition about one more VCB, d2 - aqt if vcb:n15 is on, d3 - dial out success for the call, d4 - accumulative dial out success rate).
  • N = 5, if the call has already been scheduled (but a VCB notification has not been sent yet) and it is not first among such calls (d1, d2, d3, and d4 - 0).
  • N = 6, if the first call that has already been scheduled (but a VCB notification has not been sent yet) is used as an extra/alternative VCB call, (d1, d2, d3, and d4 - 0).
  • N = 7, if the n7 parameter is set to 0 and URS checks for the VCB call extra condition and if it will fail due to threshold/ready conditions (d1 and d2 - 0, d3 - dial out success for the call, d4 - accumulative dial out success rate). See VCB Configuration for information on the n7 parameter.
  • N = 8, if the n7 parameter is set to 0 and URS checks for the VCB call extra condition and if it will fail due to target/agent validness verification (d1 and d2 - 0, d3 - dial out success for the call, d4 - accumulative dial out success rate). See VCB Configuration for information on the n7 parameter.
  • N = 9, if the n7 parameter is set to 0 and URS checks for the VCB call extra condition and if it will fail due to target/agent DN validness verification, (d1 and d2 - 0, d3 - dial out success for the call, d4 - accumulative dial out success rate). See VCB Configuration for information on the n7 parameter.
  • N = 10, if the next good VCB call after the one that is already selected is used as an extra/alternative VCB call (d1 - 0, d2 - aqt if vcb:n15 is on, d3 - dial out success for the call, d4 - accumulative dial out success rate).

As an exception, when URS goes through a queue of calls after a routable call is found, this message might also be printed for calls that are routable (and as a result not in the DoNotSelect mode).

  • N = -1, if the call is not a VCB call at all; URS should not try to look further for a VCB call after this (d1, d2, d3, and d4 - 0). See Step 3 (Use Case A) in VCB Implementation.
  • N = 4, if the call is a former VCB call; URS should continue to look further a VCB call after this (d1 - time live customer waits, d2 - number of former VCB calls so far, d3 - vcb:n12, d4 - vcb:n13). See Step 3 (Use Case A) in VCB Implementation.

When URS selects a VCB call for notification and starts the notification process, it logs a message similar to the following:

If the notification is actually sent (here n2 is the expected AHT if it is counted, n3 – timestamp (UTC) when VCB notification for this call can be repeated, n4 – number of seconds left to this moment of time, n5 – counter of failed dial notifications for this call, pvq – points to internal queue containing the agent):

16:31:12.006_A_I_036f02849e162002 [0E:22] web notification <http://10.179.117.52:8080/genesys/1/ors/scxml/... > sent (hints: 0 n2 n3 n4 n5 pvq)

If the notification is delayed due to high AHT or necessity to send reserving request (here n1 is 1 if current notification is delayed due to high EWT (here, n2 = 1 if reserving request is sent, n3 – timestamp when the VCB notification for this call can be repeated, n4 – in case of high EWT – for how long notification is delayed, pvq – points to internal queue containing the agent):

16:31:12.006_A_I_036f02849e162002 [0E:22] web notification <http://10.179.117.52:8080/genesys/1/ors/scxml/... > delayed (hints: n1 n2 n3 n4 0 pvq)

If it is an attempt to send one more notification for the call which already has a delayed notification, then the notification will not be sent and URS records this message in the log (here, n1 is 1 if current notification is delayed due to high EWT, n2 = 1 if current notification is delayed due to agent reserving request, n3 – timestamp when the VCB notification for this call can be repeated, n4 – number of seconds left to this moment of time, pvq – points to internal queue containing the agent):

16:31:12.006_A_E_036f02849e162002 [0E:22] web notification failed (hints: n1, n2, n3, n4, 0, pvq)

If the notification was sent but resulted in no response and URS is going to send another notification, the following will be printed in relation to the expired notification (n3 – timestamp when VCB notification for this call can be repeated, n4 – number of seconds left to this moment of time, timed out is used if provided timestamp is actually expired, cleared if doing it before the timestamp expired):

16:31:12.006_A_I_036f02849e162002 [0E:22] web notification cleared|timed out (hints: 0, 0, n3, n4, 0, 0)

If any notifications sent for this call is aborted (due to a high number of previously sent unanswered notifications (in hints URS places the number of unanswered notifications):

<tt>16:31:12.006_A_E_036f02849e162002 [0E:22] web notification terminated (hints: 0 0 0 0 n 0)</tt>

When URS sends a VCB notification because of update of some target (agent) this target is blocked for some time to prevent/provoke sending multiple notifications (see n3 in VCB Configuration). The appropriate logging message looks like:

16:31:12.006_M_I_036f02849e162002 [0E:25] SO(2ac076be44e8 13 2) ten=Resources name=1805@STAT01.A: vcb notification timeout set: 1464877932 (+60)

URS can also clear such target blocking of VCB notifications if needed with an appropriate message as follows:

16:30:21.745_M_I_0000000000000000 [0E:25] SO(2ac076be44e8 13 2) ten=Resources name=1805@STAT01.A: vcb notification timeout clear: 0 (+0)
This page was last edited on March 25, 2020, at 18:05.
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