Dialling Filter Criteria

[jason]

Hi Guys,

Need some help in creating some dialling filters for outbound.

We have around 15 campaigns that we are planning to use dialling filters for and all the dialling filters have a criteria built which are based on various database column conditions.But what we can see is that are certain records that are missing the criteria that is defined in the dialling filter for the 15 campaigns.So we have decided that any records that would miss the dialling filter condition would be allocated to a seperate campaign all together.But the problem is that, I can not see a simple way of creating such a dialling filter.

The ony way I can think of... is by maintaining a seperate table(CM_RECORD_ID) that would contain record_ids from 15 regular campaign.And the 16th campaign would have dialling filter which would include the record_ids that are not part of CM_RECORD_ID table.

Can any one think of a better sol for this

Thanks....

[Dionysis]

I'm not sure I understand what you're trying to achieve...

When you say you have 15 campaigns, do you mean 15 different Genesys campaigns?  If so why not just use separate calling lists for each campaign, that way you can control the data in each without using any filters at all.

If you have 15 business campaigns, 1 calling list, and 1 Genesys campaign, why not just use a custom field in the calling list with an id for each campaign and filter on that?

Some more information might be useful.

[jason]

Hi Dionysis,

Thanks for the reply ..

I would be using 15 campaigns ,15 calling list but a single table ..the 15 calling list would be created using dialling filters.

currently the data tranfer process is automated and  the data is being extracted from a third party system so there cant be any change in the data transfer\extraction method.The data from this third party system is trasferred to the final genesys calling list table.

I prefer using a dialling filter because you can create calling list dynamically and you dont have change your backend scripts for it ...adding a campaign name\id tag to a calling record would basically limit the record to the particular campaign and we would have to change the backend scripts for changing the campaign-record allocation.

Iam trying to simplify it such that the business team can easily play around with the filters and hence create new campaign easily.

Hope  you understand the limitations that Iam playing around with

[cavagnaro]

I think we already discussed this scenario. You can point several calling lists to one table, is it the best method, NOT AT ALL. The best way is to create a table per each calling list, Genesys is not the limit here, but the DB process it self. Each calling list is trying to work with some records that are already taken by other calling lists.

http://www.sggu.com/smf/index.php/topic,3839.0.html

In a Genesys enviroment or any other, the dialer is not a magic solution, as a software has its needs and dependencies, and it is not possible that only modifying this will make a project succed, every other software has also to evolve to adapt to the business needs.

[jason]

Hi Cav,

I have also been at this cross roads (dead locks) before and we had invloved the Genesys eng team aswell for trouble shooting this ...and at the end the reason happened to be more because of ms sql (2k) limitation of handling dead lock scenarious.We then shifted the calling list db to Oracle and it worked like a gem...with oracle we were running around 50 campaigns simult with out any issues

But now with ms sql 2005\8 microsoft says that they have the capabilty of handling dead locks better ..so we shouldn't face much issues with this version of ms sql.OCS 7.5 also handles dead locks in a better way now

The main reason I chose to use a single calling table was :
1.Easier to create new campaigns ...no need to change the backend scripts
2.Easier for my automation process
3.The call volumes are not so high

[Dionysis]

My recommendation in this case is to make your data loading processes more complex and use 15 separate list tables.

It may be more difficult but it is the more reliable solution and simpler to maintain / troubleshoot.

[dmans1]

We are using a single table for out calling lists (sql2005). The table has around 2million records and works like a charm.
The only catch is that you will have to create the appropriate indexes on the table for the dialing filters you will be using or else, you will have serious performance issues once the table grows (we had that issue at around 600k+ records)