Custom Status in AREC table of Call Concentrator

[scott]

Hi, All. Is there anybody who has implemented Custom Status in CCON. I am trying to use the AgentRecordUserType option and the AgentUserType.

Howver, I am not able to write the data in the custom AREC field. Can anybody help.
Scott

[Kim]

Hello, Scott, what version of call concentrator are you using, because we had no problem implementing it here.
Kim

[scott]

Hi, Kim.

The version I am using is version 6.1.001. I am attching the email that I sent to tech support. Appreciate your help if u could browse through.

I have tried to implement a customer status called "ACW" using CCON. Here are the options under CCON:

AgentUserFields = "char, LogAfterCall, Comment"
AgentRecordUserTypes = "207, ACW"

The problem is that CCON is not writing in the Field "LogAfterCall" and also, the UserEvent with attached data (ACW, "") does not trigger any write to the AREC table.

I have attached the following files for your reference. Pls look for "TAB" in order to zoom to the problem areas.


**CCON log**

Mon Aug 13 15:45:18 2001.401 Standard maxis27 ccon GCTI920062 Option 'callconcentrator:AgentUserFields' set to 'char, LogAfterCall, Comment'
Mon Aug 13 15:45:18 2001.402 Standard maxis27 ccon GCTI920062 Option 'callconcentrator:AgentRecordUserTypes' set to '207, ACW'


**part of CCON log showing the three user events**


TAB : UserEvent 1 to indicate the start of custom status "ACW"
=======================================================

Mon Aug 13 16:13:27 2001.460 Trace maxis27 ccon GCTI922712 Event 'EventUserEvent' from the 'MMCC_Switch' TServer
Mon Aug 13 16:13:27 2001.461 Trace maxis27 ccon GCTI922699 This DN '26222', Other DN 'none', Third DN 'none"
Mon Aug 13 16:13:27 2001.461 Trace maxis27 ccon GCTI922713 Agent '6223
Mon Aug 13 16:13:27 2001.461 Trace maxis27 ccon GCTI922699 This DN '26222', Other DN 'none', Third DN 'none"
Mon Aug 13 16:13:27 2001.462 Trace maxis27 ccon GCTI922700 Agent login '6223', agent 'mag1'
Mon Aug 13 16:13:27 2001.462 Trace maxis27 ccon GCTI922714 Event processed

TAB : UserEvent 2 to fill up the Custom Field "LogAfterCall"
======================================================

Mon Aug 13 16:13:29 2001.167 Trace maxis27 ccon GCTI922712 Event 'EventUserEvent' from the 'MMCC_Switch' TServer
Mon Aug 13 16:13:29 2001.168 Trace maxis27 ccon GCTI922699 This DN '26222', Other DN 'none', Third DN 'none"
Mon Aug 13 16:13:29 2001.168 Trace maxis27 ccon GCTI922713 Agent '6223
Mon Aug 13 16:13:29 2001.168 Trace maxis27 ccon GCTI922699 This DN '26222', Other DN 'none', Third DN 'none"
Mon Aug 13 16:13:29 2001.169 Trace maxis27 ccon GCTI922700 Agent login '6223', agent 'mag1'
Mon Aug 13 16:13:29 2001.169 Trace maxis27 ccon GCTI922714 Event processed
Mon Aug 13 16:13:30 2001.783 Trace maxis27 ccon GCTI921062 Executed 31 rejected 0 pending 0 recent 0 saved 0
Statistics: Single calls: total '5', pending '0'


TAB : UserEvent 3 to indicate the end of the Custom Status
====================================================

Mon Aug 13 16:13:31 2001.425 Trace maxis27 ccon GCTI922712 Event 'EventUserEvent' from the 'MMCC_Switch' TServer
Mon Aug 13 16:13:31 2001.425 Trace maxis27 ccon GCTI922699 This DN '26222', Other DN 'none', Third DN 'none"
Mon Aug 13 16:13:31 2001.426 Trace maxis27 ccon GCTI922713 Agent '6223
Mon Aug 13 16:13:31 2001.426 Trace maxis27 ccon GCTI922699 This DN '26222', Other DN 'none', Third DN 'none"
Mon Aug 13 16:13:31 2001.426 Trace maxis27 ccon GCTI922700 Agent login '6223', agent 'mag1'
Mon Aug 13 16:13:31 2001.426 Trace maxis27 ccon GCTI922714 Event processed



***part of tserver log showing the three user events***


TAB : UserEvent 1 to indicate the start of custom status "ACW"
=======================================================


@08:02:19.8101 [0] Received from 19 (mmcc_desktop): message RequestDistributeUserEvent
AttributeCommunicationDN '26222'
AttributeAgentID '6223'
AttributeThisDN '26222'
AttributeUserData [12] 00 01 00 00..
'ACW' '+'
@08:02:19.8109 [0] 6.1.001.27 send_to 0x014e0006: message EventACK
AttributeTimeinuSecs 810930
AttributeTimeinSecs 997747339
AttributeThisDN '26222'
AttributeUserEvent RequestDistributeUserEvent
Tue Aug 14 08:02:19 2001.811 Trace cmssdev2 MMCC_tserver GCTI04542 Message EventACK sent to 19 ( regular mmcc_desktop )
sent to 19 (mmcc_desktop)
@08:02:19.8118 [0] 6.1.001.27 distribute_user_event: message EventUserEvent
AttributeTimeinuSecs 811850
AttributeTimeinSecs 997747339
AttributeAgentID '6223'
AttributeThisDN '26222'
AttributeUserData [12] 00 01 00 00..
'ACW' '+'
Tue Aug 14 08:02:19 2001.812 Trace cmssdev2 MMCC_tserver GCTI04542 Message EventUserEvent sent to 16 ( regular ccon )
sent to 16 (ccon)
Tue Aug 14 08:02:19 2001.812 Trace cmssdev2 MMCC_tserver GCTI04542 Message EventUserEvent sent to 18 ( regular StarterApp )
sent to 18 (StarterApp)
Tue Aug 14 08:02:19 2001.813 Trace cmssdev2 MMCC_tserver GCTI04542 Message EventUserEvent sent to 14 ( regular statserver )
sent to 14 (statserver)
Tue Aug 14 08:02:19 2001.813 Trace cmssdev2 MMCC_tserver GCTI04542 Message EventUserEvent sent to 4 ( regular Stat Server (Reporting) )
sent to 4 (Stat Server (Reporting))
Tue Aug 14 08:02:21 2001.516 Trace cmssdev2 MMCC_tserver GCTI04541 Message RequestDistributeUserEvent received from 19 ( regular mmcc_desktop )



TAB : UserEvent 2 to fill up the Custom Field "LogAfterCall"
======================================================

@08:02:21.5172 [0] Received from 19 (mmcc_desktop): message RequestDistributeUserEvent
AttributeCommunicationDN '26222'
AttributeAgentID '6223'
AttributeThisDN '26222'
AttributeUserData [30] 00 01 00 00..
'Comment' '207, Helloooooo'
@08:02:21.5180 [0] 6.1.001.27 send_to 0x014e0006: message EventACK
AttributeTimeinuSecs 518003
AttributeTimeinSecs 997747341
AttributeThisDN '26222'
AttributeUserEvent RequestDistributeUserEvent
Tue Aug 14 08:02:21 2001.518 Trace cmssdev2 MMCC_tserver GCTI04542 Message EventACK sent to 19 ( regular mmcc_desktop )
sent to 19 (mmcc_desktop)
@08:02:21.5189 [0] 6.1.001.27 distribute_user_event: message EventUserEvent
AttributeTimeinuSecs 518896
AttributeTimeinSecs 997747341
AttributeAgentID '6223'
AttributeThisDN '26222'
AttributeUserData [30] 00 01 00 00..
'Comment' '207, Helloooooo'
Tue Aug 14 08:02:21 2001.519 Trace cmssdev2 MMCC_tserver GCTI04542 Message EventUserEvent sent to 16 ( regular ccon )
sent to 16 (ccon)
Tue Aug 14 08:02:21 2001.520 Trace cmssdev2 MMCC_tserver GCTI04542 Message EventUserEvent sent to 18 ( regular StarterApp )
sent to 18 (StarterApp)
Tue Aug 14 08:02:21 2001.520 Trace cmssdev2 MMCC_tserver GCTI04542 Message EventUserEvent sent to 14 ( regular statserver )
sent to 14 (statserver)
Tue Aug 14 08:02:21 2001.520 Trace cmssdev2 MMCC_tserver GCTI04542 Message EventUserEvent sent to 4 ( regular Stat Server (Reporting) )
sent to 4 (Stat Server (Reporting))
Tue Aug 14 08:02:23 2001.773 Trace cmssdev2 MMCC_tserver GCTI04541 Message RequestDistributeUserEvent received from 19 ( regular mmcc_desktop )


TAB : UserEvent 3 to indicate the end of the Custom Status
====================================================

@08:02:23.7741 [0] Received from 19 (mmcc_desktop): message RequestDistributeUserEvent
AttributeCommunicationDN '26222'
AttributeAgentID '6223'
AttributeThisDN '26222'
AttributeUserData [12] 00 01 00 00..
'ACW' ''
@08:02:23.7751 [0] 6.1.001.27 send_to 0x014e0006: message EventACK
AttributeTimeinuSecs 775107
AttributeTimeinSecs 997747343
AttributeThisDN '26222'
AttributeUserEvent RequestDistributeUserEvent
Tue Aug 14 08:02:23 2001.775 Trace cmssdev2 MMCC_tserver GCTI04542 Message EventACK sent to 19 ( regular mmcc_desktop )
sent to 19 (mmcc_desktop)
@08:02:23.7761 [0] 6.1.001.27 distribute_user_event: message EventUserEvent
AttributeTimeinuSecs 776174
AttributeTimeinSecs 997747343
AttributeAgentID '6223'
AttributeThisDN '26222'
AttributeUserData [12] 00 01 00 00..
'ACW' ''
Tue Aug 14 08:02:23 2001.776 Trace cmssdev2 MMCC_tserver GCTI04542 Message EventUserEvent sent to 16 ( regular ccon )
sent to 16 (ccon)
Tue Aug 14 08:02:23 2001.777 Trace cmssdev2 MMCC_tserver GCTI04542 Message EventUserEvent sent to 18 ( regular StarterApp )
sent to 18 (StarterApp)
Tue Aug 14 08:02:23 2001.777 Trace cmssdev2 MMCC_tserver GCTI04542 Message EventUserEvent sent to 14 ( regular statserver )
sent to 14 (statserver)
Tue Aug 14 08:02:23 2001.777 Trace cmssdev2 MMCC_tserver GCTI04542 Message EventUserEvent sent to 4 ( regular Stat Server (Reporting) )
sent to 4 (Stat Server (Reporting))





*** on.lst = list of columns in the AREC table shows that the field called "LogAfterCall" has been created successfully.***

SQL> desc AREC;
Name Null? Type
--------------- ---- --
SEQUENCE NUMBER(38)
STATUS NUMBER(38)
STTIME NUMBER(38)
DURATION NUMBER(38)
DN NUMBER(38)
PLACE NUMBER(38)
LOGIN NUMBER(38)
AGENT NUMBER(38)
SCALLID NUMBER(38)
SCALLSWITCH NUMBER(38)
CONNID NUMBER(20)
CONNSWITCH NUMBER(38)
LOGAFTERCALL CHAR(20)

SQL> spool off






======

I used VB in order to generate the user event; here are the codes:

1. To send a userevent (ACW, "+")

Set EventInfo = New TEventInfo
Set kvList = New CTKVList
Set kv1 = New CTKVPair

kv1.Key = "ACW"
kv1.Type = CKVTypeString
kv1.StringValue = "+"
kvList.AddHead kv1

EventInfo.ThisDN = 26222
EventInfo.AgentID = 6223
EventInfo.UserData.Clear
EventInfo.UserData = kvList

TExtension1.TSendUserEvent (EventInfo)


2. To send a userevent (Comment, "207, Hellooo")

Set EventInfo = New TEventInfo
Set kvList = New CTKVList
Set kv1 = New CTKVPair

kv1.Key = "Comment"
kv1.Type = CKVTypeString
kv1.StringValue = "207, Helloooooo"

kvList.AddHead kv1

EventInfo.ThisDN = 26222
EventInfo.AgentID = 6223
EventInfo.UserData.Clear
EventInfo.UserData = kvList

TExtension1.TSendUserEvent (EventInfo)


3. To send a userevent (ACW, "")

Set EventInfo = New TEventInfo
Set kvList = New CTKVList
Set kv1 = New CTKVPair

kv1.Key = "ACW"
kv1.Type = CKVTypeString
kv1.StringValue = ""

kvList.AddHead kv1

EventInfo.ThisDN = 26222
EventInfo.AgentID = 6223
EventInfo.UserData.Clear
EventInfo.UserData = kvList

TExtension1.TSendUserEvent (EventInfo)

[JimM]

I just implemented something similar what you're doing. In this we have an UnavailableReason, such as Lunch, Break, Case_Research, etc.

Here's the steps:
1) In call concentrator, options, callconcentrator add:
AgentRecordUserTypes 210, UnavailableReason
AgentUserFields char,UnavailableReason, UnavailableReason

2) Add the field UnavailableReason to AREC (I made it VARCHAR2(50)).

3) In the VB app, do similar to what you stated. Here is the
routine:

'--------------------------
' UnavailableReason: This routine is called to set the
' reason the agent is going
' unavailable.
'--------------------------
Private Sub UnavailableReason(enter_state As Boolean, reason As String)
Dim myopt As Boolean
Dim emypair As New CTKVPair
Dim emylist As New CTKVList
Dim emyeventinfo As New TEventInfo


emypair.Type = CKVTypeString
If (enter_state) Then
emypair.key = "UnavailableReason"
emypair.StringValue = "+"
emylist.AddHead emypair

emypair.key = "UnavailableReason"
emypair.StringValue = "210," & reason
emylist.AddTail emypair
Else
emypair.key = "UnavailableReason"
emypair.StringValue = ""
emylist.AddHead emypair
End If
Set emyeventinfo.UserData = emylist
TExtension1.TSendUserEvent emyeventinfo

Set emypair = Nothing
Set emylist = Nothing
Set emyeventinfo = Nothing
End Sub

Here is the calling routine when the user clicks on the Ready button:
Private Sub TExtension1_ClickReady()
Dim reason As String
If (TExtension1.TStatusReady = tsrdReady) Then
frmReasons.Show vbModal

' when the frmReasons returns, it has set g_WentNotReady = True
' if the agent selected to go not ready. g_WentNotReady = False, otherwise.
If g_WentNotReady Then ' Set the UnavailableReason
If g_Break Then
reason = "Break"
ElseIf g_Lunch Then
reason = "Lunch"
ElseIf g_Meeting Then
reason = "Meeting"
ElseIf g_Training Then
reason = "Training"
ElseIf g_CaseResearch Then
reason = "Case_Research"
ElseIf g_SpecialProject Then
reason = "Special_Project"
End If
UnavailableReason True, reason
m_WentNotReady = True
Else
TExtension1.TReady
g_WentNotReady = False
If m_WentNotReady Then
UnavailableReason False, "Nothing"
End If
End If
ElseIf m_WentNotReady Then
UnavailableReason False, "Nothing"
End If
End Sub

[scott]

Hi, all.

Thanks for ur help. I have found the problem. In the options for AgentRecordTypes, there should not be any space between the two fields. For example,

AgentRecordTypes = "207,ACW" will work
AgentRecordTypes = "207, ACW" will NOT work