Call records doesnt change into call records to retrieved

[Vinod]

Hello All-

I am very new to Outbound, i have an issue, please advice....

Ocs doesnt make outbound calls eventhough there are records active in the calling list and agents availble and ready to take calls. We loaded the campaign and started it, But doesnt see any calls made and linked to agents.


I Could see the record is  not updated to "retrieved" status from "ready" in OCM. I have verified the logs and could see no record is selected.

How to add a new record to calling list and what are the mandatory fields while adding a new record?

10:36:12.125> CM_DBCallList(101-101-109): DBServer 'Reporting DBServer' SQL: select T.* from #ReadyRecord R, Outbound1 T where R.chain_id=T.chain_id and T.record_status = 2  order by T.chain_id,T.chain_n [ReqID=24573]
10:36:12.125> CM_DBCallList(101-101-109): DBServer 'Reporting DBServer' MSG_PROCCOMPLETED(DBM_SUCCESS) [ReqID=24572]
10:36:12.125> CM_DBCallList(101-101-109): DBServer 'Reporting DBServer' MSG_RETRIEVED(DBM_EMPTY) [ReqID=24573]
10:36:12.125> CM_DBCallList(101-101-109): SelectEnd:0  SelectedRecords:0 RequestID:24573 ReadyRecords:1 SelectTime:0

Let me know if you need any additional information.

Thanks,
Vinod Gujja.

[jeff]

Here is what I see:

10:36:12.125> CM_DBCallList(101-101-109): DBServer 'Reporting DBServer' MSG_RETRIEVED(DBM_EMPTY)
[ReqID=24573]

You do not have any records in your DB!
Look at this SQL:

select T.* from #ReadyRecord R, Outbound1 T where R.chain_id=T.chain_id and T.record_status = 2  order by T.chain_id,T.chain_n

try running it with SQL Analyzer and see if it is going to get you any records. I would check your campaigns and calling list definitions in CME. Also, what are the start and stop times?

Are you sure you are seeing status in Genesys OCM and these are the same calling list as you have assigned to your campaign that is STARTED?

[Daimonas]

I got a meeting, but there is several reasons why you would have problems with OCS. I will take a look again at this thread this afternoon and see if I can suggest anything.

Check what jeff recommended first, that you have records available, its possible you errored all your records due to another problem and now the list needs to be cleaned.

[victor]

Hi,

I think that:

1. you probably have not started the right campaign
2. you have some time constraints
3. your DAP definitions are wrong and you are looking at two different DBs.

Try SELECT statement and see if it can pull something up from the same machine.
If you get 0 records then you know that your DAP used for calling list is wrong

Our of curiosity - what is the hostname for your DB? It's like if two different hosts have the same name and identical DBs with one having records and other doesn't. This is too complex of a problem, so I think it is probably something really obvious, like wrongly configured DAP

Vic

[vinodgujja]

Thanks a lot Victor on your inputs,

I reviewed logs and I see the NoRecords field is increasing with every request for records.  This parameter in the Campaign data, indicates the number of times that OCS has requested records from the database and none are returned.  I see this parameter constantly increasing.  I think the dailing filter on the calling list is doing this.

But i  observed in the CME there is no filter applied to the calling list object, However in OCM , the Dailing filter option is selected.

How to remove a filter applied to calling list?

Thanks in advance

[vinodgujja]

In the select statement, what is #ReadyRecord R ? There should be table called readyRecord in the database ? or does it refers to Ready records in Outbound1 table ?

[vinodgujja]

Thanks a lot ,,,, I Think the calling list is wrongly updated, I have deleted the records and created new records . This worked.

[victor]

Yippy!!!!!!!!!!!!!!!

Good to hear that So, it was wrong import or wrong table structure?

Vic

[vinodgujja]

It was wrong import...