OCS: Differentiate between Preview, Progressive and Predictive call types

[hynsey]

Hi all,
Hope there's a solution to this!

My client run the same campaigns in predictive and preview modes, depending on the available amounts of data, and team size etc. I need to be able to differentiate on a CSR level between their Preview, Progressive and Predictive outbound calls (via filters most likely). Is there a way to do this? I know that the GSW_DIAL_MODE attr gives this, but it is not attached to calls, so I don't get it on the agent level

Thanks,
Mick

[RCo]

If you create these as separate campaigns with the same call list OCS will tag each processed record with the campaign number.

[hynsey]

[quote author=RCo link=topic=4221.msg18769#msg18769 date=1242750342]
If you create these as separate campaigns with the same call list OCS will tag each processed record with the campaign number.
[/quote]

Hi RCo,
Thanks for the reply! seems quite cumbersome, but I suspect there may be no other way round it?
hynsey

[victor]

I was under impression that you receive this in UserEvents  from ComDN - are you sure you are not getting it?
Also, remember how you can specify which fields from the list you want to be attached? You can do it that way too.

[hynsey]

[quote author=victor link=topic=4221.msg18809#msg18809 date=1242897628]
I was under impression that you receive this in UserEvents  from ComDN - are you sure you are not getting it?
Also, remember how you can specify which fields from the list you want to be attached? You can do it that way too.
[/quote]

Hi Vic,
It is in userevents from the COMDN, but none of these are on an agent level:

[code]request to 65221(--) message RequestDistributeUserEvent
AttributeUserData [361] 00 0F 01 00..
AttributeCommunicationDN 'COMDN'
..sent to ********:3000(fd=11)
Print GSW UserData:
GSW_STAT_EVENT 15
GSW_CAMPAIGN_DBID 232
GSW_CALL_LIST_DBID 253
GSW_GROUP_DBID 216
GSW_AGENT_DBID 0
GSW_CALL_RESULT 9
GSW_CAMPAIGN_COMPLETE 57
GSW_LIST_COMPLETE 0
GSW_PORTS 0
GSW_DIAL_MODE 3
GSW_APLICATION_ID 436
GSW_CALLBACK_TYPE 6
GSW_SCHED_REC_NUM 36
GSW_DIALS 115[/code]

I don't see it anywhere else in the OCS logs.

Yes that is also an option, but that would mean manually updating that field before switching the dial mode each time, unless I'm mistaken??

Cheers,
hynsey

[victor]

You know, something is really wrong here: I distinctly remember that agent gets notified which campaign it is involved in when it logs in...

Looking through the logs of what I have, I see that agent is passed this paramaters:


AttributeUserData [703] 00 19 01 00..
'GSW_RECORD_ID' 113
'GSW_PHONE' '051423232232'
'GSW_TZ_OFFSET' 32400
'GSW_CHAIN_ID' 113
'GSW_RECORD_HANDLE' 9879
'GSW_CALLING_LIST' '111122223333'
'GSW_CAMPAIGN_NAME' 'Box12_19'
'GSW_APPLICATION_ID' 119
'GSW_ATTEMPTS' 1
'GSW_CALL_RESULT' 0

And there is no info about campaign mode or dial mode...

However, you do get the necessary info sent to you through COM_DN:
9:16:13.054 Trc 04541 RequestDistributeUserEvent received from 516 (0692 OCS)
message RequestDistributeUserEvent
AttributeCommunicationDN 'COMDN'
AttributeUserData [361] 00 0F 01 00..
'GSW_STAT_EVENT' 14
'GSW_CAMPAIGN_DBID' 106
'GSW_CALL_LIST_DBID' 5361
'GSW_GROUP_DBID' 108
'GSW_AGENT_DBID' 0
'GSW_CALL_RESULT' 7
'GSW_CAMPAIGN_COMPLETE' 1676
'GSW_LIST_COMPLETE' 1662
'GSW_PORTS' 0
'GSW_DIAL_MODE' 3
'GSW_APLICATION_ID' 119
'GSW_CALLBACK_TYPE' 0
'GSW_SCHED_REC_NUM' 0
'GSW_DIALS' 38
'GSW_CONTACTS' 16

I guess you can always track that from softphone by connecting to the com_dn...  Obviously, there must be a better way than this, and I am not just seeing it.

Anyone else?

Vic

[victor]

Ok, I ran a little test here, and if you register for Communication DN you will get it.


17:48:33.345 Trc 04541 RequestDistributeUserEvent received from [388] (00000002 OCS 153.59.65.160:1952)
message RequestDistributeUserEvent
AttributeCommunicationDN 'COMDN'
AttributeUserData [179] 00 07 01 00..
'GSW_STAT_EVENT' 3
'GSW_CAMPAIGN_DBID' 101
'GSW_GROUP_DBID' 104
'GSW_CAMPAIGN_COMPLETE' 1
'GSW_DIAL_MODE' 2
'GSW_APPLICATION_ID' 109
'GSW_SCHED_REC_NUM' 0
17:48:33.345 Int 04543 Interaction message "RequestDistributeUserEvent" received from 388 ("OCS")
-- Absent ThisDN, COMDN was used
@17:48:33.3450 [0] 7.5.009.03 send_to_client: message EventACK
AttributeEventSequenceNumber 0000000000000cea
AttributeTimeinuSecs 345000
AttributeTimeinSecs 1219654113 (17:48:33)
AttributeThisDN 'COMDN'
AttributeUserEvent RequestDistributeUserEvent
17:48:33.345 Trc 04542 EventACK sent to [388] (00000002 OCS 153.59.65.160:1952)
@17:48:33.3450 [0] 7.5.009.03 distribute_user_event: message EventUserEvent
AttributeEventSequenceNumber 0000000000000ceb
AttributeTimeinuSecs 345000
AttributeTimeinSecs 1219654113 (17:48:33)
AttributeUserEvent EventUserEvent
AttributeUserData [179] 00 07 01 00..
'GSW_STAT_EVENT' 3
'GSW_CAMPAIGN_DBID' 101
'GSW_GROUP_DBID' 104
'GSW_CAMPAIGN_COMPLETE' 1
'GSW_DIAL_MODE' 2
'GSW_APPLICATION_ID' 109
'GSW_SCHED_REC_NUM' 0
AttributeThisDN 'COMDN'

[hynsey]

Brilliant, thanks for that Victor! So I should register by default on my custom desktop, the ComDN for any agents logging into campaigns?

[victor]

That would do the trick

[hynsey]

Hi Victor,
I don't think this actually does fix it. I've made a change to the desktop and registered the COMDN, but those pieces of attached data only seem to be attached on the UserEvents - I need them attached during stages of the call, such as EventEstablished in order to be able to report on them in CCA and filter on the OutboundCall stat. So I'm thinking I will just attach the relevant data - GSW_CAMPAIGN_NAME and GSW_DIAL_MODE myself when the desktop receives an EventEstablished for a Preview dial, and then filter on that data? What do you think, or are you sure the COMDN method should work?
Cheers,
hynsey