Call_Result Not Updating

[raza990]

Hi,

I have a question regarding issue in updating Call_Result.

Sometimes call_result in calling list are not updated. From OCS logs I can see an error;

CallCPDPost[37615:3G0012IR]waiting for CPD progress::EventAgentReady {
    CallProgressor[37615:3G0012IR]::EventAgentReady{
Call[37615:3G0012IR] :: Finalizing, call state: [color=red][b]Unknown[/b][/color]

From above message, I feel that I am not getting CPD from dialogic card but when check logs the weird thing is that call actually established and route to agent 

From searching on Genesys KB, I found that if you having below error in OCS logs then solution is that your calling list format must have SWITCH_ID field in calling list.


Warning: field type 21 missing in configuration, not updated for RecordHandle=XXXX

Case reference: [u]https://genesyspartner.force.com/customercare/pkb_Home?id=kA4U00000008dnkKAA&l=en_US&fs=Search&pn=1[/u]
But this error comes with every call, so why only few records having problem in updating call_result. For same record, other fields are updating like record_status, attempt, call_time, agent_id etc.
If the solution is to add switch-id filed in format/calling list then how the other records updating properly 

Anybody experienced this before ? In which scenario the switch_id is mandatory.

Thanks

[Fra]

If the call was delivered to an agent, the call result from CPD is irrelevant.
As the 'Unknown' was thrown just right after the EventAgentReady, it's likely that the call result is not correctly updated due to a missing / incorrect handling of the final record processing sequence.

[cavagnaro]

Or maybe lost communication with agent and lost track of the final result

Enviado de meu E6633 usando Tapatalk

[raza990]

I can see that even after the EventEstablished, the Call Result remains 28 and not changing to Answer.

As per Genesys reference, if OCS show [color=red][b]'Warning: field type 21 missing in configuration, not updated for RecordHandle=XXXX'[/b][/color], then it cause problem is updating the Field and need to add SWITCH_ID field in calling list.

I am just wondering how switch_id causing this problem on on some records. May I know the logic when switch_id field use while updating the call result.

[Fra]

The fact that after the EventEstablished the call result doesn't change could be unrelated to your issue.
How and whether your call result is set depends basically on two major points:
[list]
[li]how you send intermediate and final updates to OCS from the agent desktop (UpdateCallCompletion and RecordProcessed requests) [/li]
[li]settings on record_save_intermediate_results & record_processed options[/li]
[/list]
In the 8.x calling list format the switch_id is a mandatory field, so if that is missing, you clearly must add it, however, there is no requirement for your agent desktop to update it anyhow when you handle a record.
What you need to do is comparing a good and bad scenario and identify the differences; first I would do is check if you always send the RecordProcessed request with appropriate formatting.

[raza990]

Yes Fra, I can se in logs that call was delivered to an agent but it seems answering Machine call because am-deteced=connect is configured. And agent is become ready before selecting the call result as answering machine.

The above logic is OK, but when call is detected as answering machine then even OCS is updating the record then it should update as answering machine (the last detected result) ? Or it is happening because bydefault agent softphone have call result unknown call result so when agent becomes ready then whatever the call result is there bydefault in softphone will go in update record request ?