Retrieved Records

[Robert]

We have encountered problems where calls have been retrieved in a call list, on stopping and unloading the campaign the records are being left as 'Retrieved' rather than being marked as 'Ready'. We are trying to run Campaign Manager build 5.1.543 against List Manager build 5.1.533.17, and TServer build 6.1.001.50. Any help appreciated.

[Z]

recovering of records from <Retrieved> to <Stale> was applied with List Manager restart.
some kind of problems did exit in even later CM of 5.1.548.x ver

[Vic]

Here is what I know:

you are using the initial release of CM 5.1.543 which by default should flip a lot of red flags for you. If you look through release notes, you will find a tonn of errors that were handled in the later releases.

One of version worth noting is CM 5.1.548.05. It was able to detect if records need to be reprocessed.

But, what really messed up is you are using...a RESTRICTED version of LM! It was designed to resolve a similar problem; however, judging from the description, it actually maybe the reason for your pain and suffering.

So, how to proceed?
Here is what I would try:

1. Downgrade LM to .16 and test
2. Do not activate or deactivate LM while it is in processing mode.
3. contact Genesys and see if they will give you a fix (I doubt they would tell you anything other than upgrade to G6.5 or later)
4. upgrade CM to the latest G5 version you have out there (5.1.549.23 ? )
5. modify CM stored procedures to updated RETRIEVED records to READY

On a totally difrferent note, how do you shutdown CM and LM? Or are you only stopping the campaign itself?

[Robert]

We are testing using the initial release of CM 5.1.543, as that version allows rescheduled Preview records to be delivered as a Preview Record when requested. Whereas version 5.1.549.15 (our most up to date version) delivers ALL the rescheduled preview records to the one agent, all at the same time. This causes problems because the agent can only update the last preview record delivered to the desktop application, all the others are marked as stale when the relevant time elapses.

You mentioned modifying CM stored procedures to updated RETRIEVED records to READY, how do you do that?.

We shutdown CM using the correct stopping, unloading, and exit CM procedures and leave LM running.

We had thought about using the older version of CM to do Preview Dialing and the newer version for Progressive dialing. Our thoughts being that we should test using the older version for both Preview and Progressive to save all the hassle.

I have noticed that the call list in question was attached to 3 different campaigns, wasn't sure whether that would have caused problems.!!

[Vic]

Wow, I did not know that all rescheduled records are sent to agent at the same time... Are you sure about it?

Multiple campaigns using the same calling list, eh? I think we would be able to get to the bottom of it I do recall problem with using the same call list for several campaigns. As far as I know, GENESYS DOES NOT RECOMMEND using two campaigns with one calling list. (At least for pre 6.5). It is very strongly suggested to have one campaign per one list.

As for updating the records, it is easy
just run UPDATE sql statement. Aaargh, I forgot the field name.
will add it.

[Robert]

Yes all rescheduled PREVIEW records are sent to one agent at the same time... and therefore go stale.

I meant that the list is attached to Multiple campaigns but not run by more than 1 campaign at any one time. The call center has 10 campaigns and 10 agent groups, they attach the call list to the campaign for the agent group who will be staffing the campaign when it is run.

[Vic]

Just update the list before running it by issuing UPDATE SQL statement. That would be the fastest way to do it.