Dear All,
I'm trying to find to prevent a customer is dialed from an outbound campaign if he/she call the contact center in the meantime. I saw there is a way by sending RequestRecordCancel using ESP or HTTP request. I was able to create a simple subroutine on IRD which use ESP to generate RequestRecordCancel using ANI.
In the IXN Server log file I can see the ESP request sent by URS:
2017-09-06T23:50:08.665 Trace UATS0003 IXNServer_1 GCTI-111-24101 Received from Universal Routing Server: URS_1: 'RequestPrivateService' (149) message:
AttributeReferenceID [int] = 1482803
AttributeExtensions [list, size (unpacked)=1084] =
'SWITCH' [str] = "MM_Switch"
'CUSTOMER_ID' [str] = "Resources"
'Envelope3rdServer' [list] = (size=196)
'Version' [str] = "1.0"
'AppName' [str] = "OCS_1"
'Service' [str] = "Outbound"
'Method' [str] = "RequestRecordCancel"
'Parameters' [list] = (size=95)
'ContactInfo' [str] = "004179XXXXXXX"
'AllChain' [str] = "1"
'UserDataToUpdate' [list] = (size=27)
'GSW_TENANT_DBID' [str] = "101"
AttributeUserData [list, size (unpacked)=120, user data may be hidden] =
'TenantId' [int] = 101
AttributeConnID [long] = 007502a552f0504c
AttributeThisDN [str] = "exr"
AttributePrivateMsgID [int] = 3 [XMSG_REQ_3RD_SERVER]
and then forwarded by IXN Server to OCS:
2017-09-06T23:50:08.665 Trace UATS0003 IXNServer_1 GCTI-111-26202 Sending third party server request to 'OCS_1' at host 'UATS0003', port 6050, connection 1356, reference id 560, current queue size: 0:
attr_ref_id [int] = 560
attr_envelope [list, size (unpacked)=196] =
'Version' [str] = "1.0"
'AppName' [str] = "OCS_1"
'Service' [str] = "Outbound"
'Method' [str] = "RequestRecordCancel"
'Parameters' [list] = (size=95)
'ContactInfo' [str] = "004179XXXXXXX"
'AllChain' [str] = "1"
'UserDataToUpdate' [list] = (size=27)
'GSW_TENANT_DBID' [str] = "101"
attr_user_data [list, size (unpacked)=21, user data may be hidden] =
'TenantId' [int] = 101
Record matched in the calling list is updated correctly (Call Result = Cancel Record, Record Status = Cancelled). So from OCS point of view this record is updated correctly as reflected also in the calling list.
Now since Push Preview record are treated as interaction, looks like no one inform IXN Server to stop the related interaction on its database. In fact if I query the interaction table I can still see interactions available. In addition looking inside URS log file they are still inside the routing strategy cycling and waiting to be routed to an available agent.
Now my question is: Is there a simple way to stop the related interactions on IXN DB linked with cancelled records in OCS?
I'm looking forward to your kindly reply.
Thanks and Regards.
Fabrizio.
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