RequestRecordCancel

[raza990]

Hi Experts,

I have a question on RequestRecordCancel. How we can trigger from WDE/IWS ?

Based on below article, same thing we need to do, but we cant find how we can trigger RequestRecordCancel (with the phone number GSW_PHONE, but without GSW_RECORD_HANDLE) to make the record cancelled in Calling list as well as OCS should know on this cancellation even the record is in OCS buffer.

https://genesyspartner.force.com/customercare/pkb_Home?id=kA4U00000008c0GKAQ&l=en_US&fs=Search&pn=1

Is there any configuration of WDE/IWS or any other application parameter to enable RequestRecordCancel feature OR it can be done by WDE customization ?

[Fra]

Usually the Cancel request is implemented via the agent desktop customisation implementing the RequestRecordCancel of the OCS API Communication Protocol.

It seems thought that this feature could have been embedded out of the box in WDE: https://docs.genesys.com/Documentation/IW/8.5.1/User/HandleOutbound-CampaignVoiceInteractions

"Decline the call—Click the Decline button and choose either to send the record back into the queue by selecting Call this contact later or to cancel the record by selecting Do not call this contact for this campaign."

It's worth testing.

[raza990]

Hi Fra, but this will not meet my requirement.

The requirement is if call rescheduled by treatment if NOANSWER for later 4 hours for example, and in the mean time customer call back on same number to contact agent then we need to cancel that particular customer number from dialing. As far as I know that if record rescheduled by treatment for "X" hours then the record will be in OCS buffer so even if we can update the record in Calling List then it wont help.

So we need to inform OCS on RequestRecordCancel, but I dont find any configuration or WDE built-in feature for this so I believe it can be done via customization. Please let me know if it is really need customization or any other way to do it.

[cavagnaro]

I think best way would be via strategies... Why WDE?

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[raza990]

Why not routing strategy because if customer call back on same number it doesnt mean it ask why you called me, may be he called to enquire different thing or customer need time to think on sales lead. so agent need to cancle the record or may be reschedule forcefully.

If you are saying in routing we can pass RequestRecordCancel via external service block and inform OCS, so strategy is not invalid in my case.

The question is if we can try to send RequestRecordCancel from WDE, then it requires customization ?

[cavagnaro]

Yes, requires customization

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[raza990]

Any reference guide, how to to pass RequestRecordCancel  from WDE ?

[cavagnaro]

There is no specific guide for that, just call it via PSDK where you need it.
The PSDK reference as stated before, is on the Outbound guide (API) and invoke via PSDK (check forum on samples how to call AddRecord or others OCS API functions). Basically is to send custom KVPs.

[raza990]

Genesys PSDK require license as I know. but few functions we can call from 3rd party app which do not require Genesys PSDK license. RequestRecordCancel is one of them which need Genesys PSDK license if use in 3rd party application.

Like if provide this feature to cancel record of OCS from CRM/3rd Party (Not Genesys) then we need to call RequestRecordCancel from there and create connection string to Genesys so application can call the function. so in this case, Genesys PSDK license needed or we can do it without using Genesys PSDK license ?

And, I apologize if this is the silly question because I am not a programmer 

[cavagnaro]

I think WDE does include some licensing to use PSDK.
Really that is more a commercial question rather than technnical or from a programmer concern.
Do it and worry about licensing later Ask escalation for that with your commercial guys

[Fra]

[quote author=raza990 link=topic=10285.msg46722#msg46722 date=1492566129]
Why not routing strategy because if customer call back on same number it doesnt mean it ask why you called me, may be he called to enquire different thing or customer need time to think on sales lead. so agent need to cancle the record or may be reschedule forcefully.

If you are saying in routing we can pass RequestRecordCancel via external service block and inform OCS, so strategy is not invalid in my case.
[/quote]
URS supports the DoNotCall call, however, this is passed to OCS via Interaction Server, so it would work only if you have it deployed.

[quote author=raza990 link=topic=10285.msg46699#msg46699 date=1492515516]
As far as I know that if record rescheduled by treatment for "X" hours then the record will be in OCS buffer so even if we can update the record in Calling List then it wont help.

So we need to inform OCS on RequestRecordCancel, but I dont find any configuration or WDE built-in feature for this so I believe it can be done via customization. Please let me know if it is really need customization or any other way to do it.
[/quote]
And based on what you believe that the RequestRecordCancel updates the calling list only without removing the record from OCS buffer? The Genesys KB you posted yourself confirms it works so.

[quote author=raza990 link=topic=10285.msg46699#msg46699 date=1492515516]
The question is if we can try to send RequestRecordCancel from WDE, then it requires customization ?
[/quote]
I answered that already:
[quote author=Fra link=topic=10285.msg46698#msg46698 date=1492512643]
Usually the Cancel request is implemented via the agent desktop customisation implementing the RequestRecordCancel of the OCS API Communication Protocol.

It seems thought that this feature could have been embedded out of the box in WDE: https://docs.genesys.com/Documentation/IW/8.5.1/User/HandleOutbound-CampaignVoiceInteractions

"Decline the call—Click the Decline button and choose either to send the record back into the queue by selecting Call this contact later or to cancel the record by selecting Do not call this contact for this campaign."

It's worth testing.

[/quote]

[quote author=raza990 link=topic=10285.msg46740#msg46740 date=1492629268]
Genesys PSDK require license as I know. but few functions we can call from 3rd party app which do not require Genesys PSDK license. RequestRecordCancel is one of them which need Genesys PSDK license if use in 3rd party application.

Like if provide this feature to cancel record of OCS from CRM/3rd Party (Not Genesys) then we need to call RequestRecordCancel from there and create connection string to Genesys so application can call the function. so in this case, Genesys PSDK license needed or we can do it without using Genesys PSDK license ?
[/quote]
Yes, you need the advanced integration connector license if you intend to use the OCS API from a 3rd party app.
If instead you do it from WDE, I am not sure whether it's already covered by the outbound license seats you might already have or any other WDE licenses; this is where you should start looking from: http://www.genesys.com/landing/software-development-kit-components then engage Genesys pre-sales.