How to store call data in the DB?

[malismol]

Hi,

We are using Genesys Framework 6.5 and Genesys Contact Navigator 6.5.5. we know that is a very old version but until we can upgrade the version we need to make the platform works.

We know that is posible to store data from th Strategy but there is data like final agent, the time when the agent pick the phone or finish the call, that is imposible to store with a procedure from the strategy. Right now, we are storing all this information with an Agent Listener included in libraries of the Contact Navigator (ail.jar), and we have a lot of problems with our Genesys Contact Navigator like logout of agents by itself.

We would like to know how you obtained information like that or if you are using the Agent Listener if you have problems with the Genesys Contact Navigator.

Thank you.

[bcyk]

Agent level call detail record and status can be obtained by many other metholds.


Some methods are (but not limited to!)

1. Genesys call con
  - CDRs are stored into database tables by the ccon server
  - ccon server requires specific Genesys license

2. Status table
  - agent status table captured by Stat server (via DAP and DB server)

3. customized records written by front-end soft-phone, phone-bar and equivalence
  - soft-phone should get sufficient telephony information from T-server
  - call type, timestamps, duration, agent mode and so forth can be written into customised table for specific reports



Method 2 (Status table) may be the most suitable, depending on requirements

Please read Stat Server 6.5 manual, 65fr_us-statserver.pdf, for details
It is suggested to review and verify table fields in "Status Table"; they may not be sufficient for your specific user requirements

Brief steps are outlined below.

1. Database / table creation
  - the Status table can be created in existing database
  - a specifc table creation script can be found in Stat server folder (after installation!)
  - optional separate new database may be created for the Status table

2. Create Genesys DB server and DAP for Status server if not exist now
  - installation of DB server for Status server in computer server
  - configure DB server and DAP in Genesys Configuration Manager

3. Enablement of agent status writing in Genesys Configuration Manager
  - Add (if not exist) option "StatusTable" = "yes", in Stat Server application
  - see manualfor details

4. Customized queries or programs for required agent statistics
  - major fields in Status table includes
    -> AgentDBID (database ID, DBID, of an agent),
    -> PlaceDBID (DBID, of the place associated with the agent whose ID is displayed in the AgentDBID field)
    -> Status (list of agent status including CallInbound, ...)
    -> StartTime (UTC)
    -> Duration (in second)
    -> EndTime (UTC)
    -> ConnID

Note: Disadvantage of this method is that you need to 'join' a number of "cfg_" tables to get agent names and loginIDs


Stat Server writes, if enabled, couple more tables; QINFO and LOGIN tables.


regards

[malismol]

We have already activatedthe Status table, and we are going to use it for the call detail.

But we have another question, how do you store the data, using a procedure exec by a job or using a Trigger from the conf data base.

Regards

[bcyk]

Sorry, I don't understand the question [b]"how do you store [color=blue]the data[/color], using a procedure exec by a job or using a Trigger from the conf data base."[/b]

What does "the data" refer to?

If "the data" refers to STATUS table, transactions are initiated by Stat server and records are written by DB server (i.e., configurations must have been done correctly in configuration manager!)
Otherwise, please elaborate


Status table must be created manually in the database as briefly described

[cavagnaro]

If you want to save KVP from agent you will need to develop a softphone with some SDK or use GAD as been discussed previously.

[JGMG]

Genesys Info Mart is supposed to allow one to report on which target was routed to, and the result, if configured correctly.

[malismol]

I just wanted to say that we are developing a PL/SQL Stored Procedure that we are going to call from job each 5 minutes. This procedure is going to look for the different status of the agent and insert the information into our DB.

I would like to know if is possible to use a trigger in the CONFIG DATA BASE, or I have to use a the job that I tell you before.

[bcyk]

ic...

Records in STATUS table are inserted by DB server via Stat Server directly; no "change" event in CONFIG DATA BASE when inserting records into STATUS table.

Since I have limited knowledge in DB stuff, it is not sure if "insert-trigger" can be set in STATUS table. Any DB experts around for this?
In the 'worst' case, periodical polling method, as mentioned, can be used.

And, don't remember if Infomart has 6.5 release!

regards

[Mine]

I think some trigger.

1:When Next call go to routing point ,It is get data before one call.
  You have to make a strategy. Key

2: A task and a procedure or a process rotate every 5 mintes, then you get data from DB.

the 2 is best.

sorry , I can not use good English. I do not know you want.

Why you need access CONFIG DATA BASE ?
I think you can do , If you can access only log DATA BASE.