Reschedule to New chain not dialed (updated status)

[Fra]

Cavagnaro,

could you please run a couple of tests and post again your TServer and OCS logs?
1. create a chain with just one record, receive the call, do not add any new record to this chain, reschedule it;
2. create a chain with just one record, receive the call, add a new record to this chain, reschedule this last one but send a RecordProcessed with the record handle of this second record, not of the first as you have done so far.

Thanks

[cavagnaro]

Hi Fra,

Sorry for the delay. EXtremely busy, i did the tests, removed GSW_TREATMENT and now it dials but to the first chain_n, not the new one 
Will post logs tomorrow.
I opened a case with Genesys and they say Yes but Alcatel says NO. ?? SO just waiting to see what Genesys says after their tests. They are taking quite long so guess must be working hard  Hope so

[cavagnaro]

Hi guys

I have finally do it.

How to do it:

Call arrives to the agent
While on Conversation (Very important) agent launchs an AddRecord Request
Then still on conversation agent requests a RecordsChained event
OCS returns all ChainedRecords
Agent select which Phone to reschedule to and the RecordHandle of this phone number is selected
Then still on conversation agent launches a reschedule to this recordhandle and inmeadiatly after that send a RecordProcessed to this RecordHandle
Now the agent can hangup

The hard part is to make all this while the agent is talking, otherwise on WrapUp it wil not work.

Hope this helps to somebody 

[onam diaz]

hi

i need get gsw_chain_id from vb6..

thansk



[quote author=victor link=topic=2134.msg7400#msg7400 date=1174374621]
Ok, here is my take on what I see:

message RequestMakePredictiveCall
AttributeThisDN '64006'
AttributeOtherDN '3197207125061'
AttributeTimeout 120
AttributeUserData [342] 00 0C 00 00..
'GSW_PHONE' '3197207125061'
'daily_till' 79200
'GSW_TZ_OFFSET' -18000
'GSW_CHAIN_ID' 1
'codigo_usuario' '20332'
'GSW_RECORD_HANDLE' 21598
'GSW_CALLING_LIST' 'test_alcatel'
'GSW_CAMPAIGN_NAME' 'test_alcatel'
'GSW_APPLICATION_ID' 115
'GSW_ATTEMPTS' 4
'GSW_CALL_RESULT' 28
'GSW_CALL_ATTEMPT_GUID' '67E6E011-B45E-46F0-A4F6-6F9187BFC96F'
AttributeExtensions [2] 00 00..
AttributeReferenceID 31914
09:22:50.334 Int 04543 Interaction message "RequestMakePredictiveCall" received from 392 ("OutboundContactServer")


you are adding a new record with chain id


09:23:17.558 Trc 04541 RequestDistributeUserEvent received from 676 (03a1 DesktopToolkitX)
message RequestDistributeUserEvent
AttributeCommunicationDN '5061'
AttributeThisDN '5061'
AttributeUserData [399] 00 0E 00 00..
'' ''
'PegAGtest_alcatel' '1'
'RTargetRequested' 'test_alcatel'
'GSW_CALL_ATTEMPT_GUID' '67E6E011-B45E-46F0-A4F6-6F9187BFC96F'
'codigo_usuario' '20332'
'daily_till' '79200'
'GSW_RECORD_HANDLE' 21598
'GSW_CAMPAIGN_NAME' 'test_alcatel'
'GSW_APPLICATION_ID' 115
'GSW_CALLING_LIST' 'test_alcatel'
'GSW_CHAIN_ID' 1
'GSW_PHONE' '3197207125061'
'GSW_TZ_NAME' 'LIM'
'GSW_AGENT_REQ_TYPE' 'AddRecord'


'GSW_RECORD_HANDLE' 21598 --- not necessary

and here is the reply

09:23:17.840 Trc 04541 RequestDistributeUserEvent received from 392 (01da OutboundContactServer)
message RequestDistributeUserEvent
AttributeCommunicationDN '5061'
AttributeUserData [425] 00 0F 00 00..
'' ''
'PegAGtest_alcatel' '1'
'RTargetRequested' 'test_alcatel'
'GSW_CALL_ATTEMPT_GUID' '67E6E011-B45E-46F0-A4F6-6F9187BFC96F'
'codigo_usuario' '20332'
'daily_till' '79200'
'GSW_RECORD_HANDLE' 21598
'GSW_CAMPAIGN_NAME' 'test_alcatel'
'GSW_CALLING_LIST' 'test_alcatel'
'GSW_PHONE' '3197207125061'
'GSW_TZ_NAME' 'LIM'
'GSW_CHAIN_ID' 1
'GSW_CHAIN_N' 1
'GSW_USER_EVENT' 'AddRecordAcknowledge'
'GSW_APPLICATION_ID' 115

You have added a new sub_chain (1) to the current record. So far, so good!

Then, you are asking for a follow up record:

09:23:29.901 Trc 04541 RequestDistributeUserEvent received from 676 (03a1 DesktopToolkitX)
message RequestDistributeUserEvent
AttributeCommunicationDN '5061'
AttributeThisDN '5061'
AttributeUserData [134] 00 04 01 00..
'GSW_RECORD_HANDLE' 21598
'GSW_CAMPAIGN_NAME' 'test_alcatel'
'GSW_APPLICATION_ID' 115
'GSW_AGENT_REQ_TYPE' 'ChainedRecordRequest'

And here is the new record:
09:23:29.901 Trc 04541 RequestDistributeUserEvent received from 392 (01da OutboundContactServer)
message RequestDistributeUserEvent
AttributeCommunicationDN '5061'
AttributeUserData [374] 00 0D 00 00..
'GSW_PHONE' '3197207125061'
'daily_till' 79200
'GSW_TZ_OFFSET' -18000
'codigo_usuario' '20332'
'GSW_RECORD_HANDLE' 21599
'GSW_CALLING_LIST' 'test_alcatel'
'GSW_CAMPAIGN_NAME' 'test_alcatel'
'GSW_CHAIN_ID' 1
'GSW_ATTEMPTS' 0
'GSW_CALL_RESULT' 28
'GSW_CALL_ATTEMPT_GUID' '67E6E011-B45E-46F0-A4F6-6F9187BFC96F'
'GSW_USER_EVENT' 'ChainedRecord'
'GSW_APPLICATION_ID' 115

essage RequestDistributeUserEvent
AttributeCommunicationDN '5061'
AttributeUserData [183] 00 06 01 00..
'GSW_RECORD_HANDLE' 21598
'GSW_CHAIN_ID' 1
'GSW_CAMPAIGN_NAME' 'test_alcatel'
'GSW_CALLING_LIST' 'test_alcatel'
'GSW_USER_EVENT' 'ChainedRecordsDataEnd'
'GSW_APPLICATION_ID' 115

Here you are asking for rescheduling of record 21599 (which is 21598 chain_n = 1, right? )

9:23:49.262 Trc 04541 RequestDistributeUserEvent received from 676 (03a1 DesktopToolkitX)
message RequestDistributeUserEvent
AttributeCommunicationDN '5061'
AttributeThisDN '5061'
AttributeUserData [233] 00 07 00 00..
'GSW_DATE_TIME' '3/19/2007 09:50'
'GSW_CALLBACK_TYPE' 'Campaign'
'GSW_RECORD_HANDLE' 21599
'GSW_CAMPAIGN_NAME' 'test_alcatel'
'GSW_TREATMENT' 'RecordTreatPersonal'
'GSW_APPLICATION_ID' 115
'GSW_AGENT_REQ_TYPE' 'RecordReschedule'

and OCS happily obliges to reschedule on 3/19/2007 at 09:50

09:23:49.278 Trc 04541 RequestDistributeUserEvent received from 392 (01da OutboundContactServer)
message RequestDistributeUserEvent
AttributeCommunicationDN '5061'
AttributeUserData [271] 00 08 00 00..
'GSW_DATE_TIME' '3/19/2007 09:50'
'GSW_CALLBACK_TYPE' 'Campaign'
'GSW_RECORD_HANDLE' 21599
'GSW_TREATMENT' 'RecordTreatPersonal'
'GSW_CAMPAIGN_NAME' 'test_alcatel'
'GSW_CALLING_LIST' 'test_alcatel'
'GSW_USER_EVENT' 'RecordRescheduleAcknowledge'
'GSW_APPLICATION_ID' 115

After you hang up the original call, your phone updates the record once again:

09:23:53.413 Trc 04541 RequestDistributeUserEvent received from 676 (03a1 DesktopToolkitX)
message RequestDistributeUserEvent
AttributeCommunicationDN '5061'
AttributeThisDN '5061'
AttributeUserData [360] 00 0C 01 00..
'GSW_CALL_RESULT' 33
'' ''
'PegAGtest_alcatel' '1'
'RTargetRequested' 'test_alcatel'
'GSW_CALL_ATTEMPT_GUID' '67E6E011-B45E-46F0-A4F6-6F9187BFC96F'
'codigo_usuario' '20332'
'daily_till' '79200'
'GSW_RECORD_HANDLE' 21598
'GSW_CAMPAIGN_NAME' 'test_alcatel'
'GSW_CALLING_LIST' 'test_alcatel'
'GSW_APPLICATION_ID' 115
'GSW_AGENT_REQ_TYPE' 'RecordProcessed'

GSW_CALL_RESULT = 33 means ANSWERED

And the acknowledgment!

@09:23:53.4290 [0] 7.2.001.02 distribute_user_event: message EventUserEvent
AttributeEventSequenceNumber 0000000000138067
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 429000
AttributeTimeinSecs 1174314233 (09:23:53)
AttributeUserData [366] 00 0C 01 00..
'GSW_CALL_RESULT' 33
'' ''
'PegAGtest_alcatel' '1'
'RTargetRequested' 'test_alcatel'
'GSW_CALL_ATTEMPT_GUID' '67E6E011-B45E-46F0-A4F6-6F9187BFC96F'
'codigo_usuario' '20332'
'daily_till' '79200'
'GSW_RECORD_HANDLE' 21598
'GSW_CAMPAIGN_NAME' 'test_alcatel'
'GSW_CALLING_LIST' 'test_alcatel'
'GSW_USER_EVENT' 'RecordProcessedAcknowledge'
'GSW_APPLICATION_ID' 115
AttributeThisDN '5061'


I looked at your log, and I could not find 09:50 part.
You have schedule your HANDLE_ID 21599 call to be called at 09:50.
Judging from the logs, you did not wait until 09:50.

Also, I am a little bit curious about CALL_RESULT 33 -- ANSWERED --- I wonder if there is a better way.
So, the call did no come at 09:50?

[/quote]

[cavagnaro]

Check for VB code, there are plenty of examples already posted.

[Dionysis]

Can you tell us which call in those logs you need help with?

There is one that adds a record, but no attempt to update the call result, resulting in the record being set to a call result of answered and therefore it is correct that it would be set to a status of updated and not dial again.

Are you attempting to manually reschedule the record, or to have a treatment apply to it?

[cavagnaro]

That is my old log...

[Dionysis]

Ooh... I think I replied to page 1 and skipped page 2.

oops...

[cavagnaro]

yeah, I didn't note it also at first time, but then saw my extension number and alcatel...and was too much coincidence...don't know why he quoted all that..