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Offline rortiz

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last agent routing (Inbound voice)
« on: August 05, 2009, 03:23:00 PM »
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Hello,

I am making a strategy to route the call from a customer to the same agent the customer spoke to the last time he called.
I have UCS installed and I can see in UCS database the last agent information, but I don’t know such as make to recover this data and route the call through the ANI to the same agent.
I am trying to use in IRD the “Identify Contact” block but don’t work to me.
Please anybody can help me
Thank very much
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Offline Timur Karimov

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Re: last agent routing (Inbound voice)
« Reply #1 on: August 05, 2009, 04:02:40 PM »
Hi there!

Did u set the last-routed-agent and last-routed-agent-by-media options to true? I think yes if u can see the actual info about agent from contact data in the UCS DB( table name is ContactAttribute and column name is LCA_EmployeeID_voice if we talk about voice only interaction). Well, Genesys URS and IRD does not consist any special object to "enable routing to the agent from last interaction", but u can use Identify contact object , got their ID, lookup this contact in the UCS DB,  put the LCA_EmployeeID_voice from DB to local variable. After it use the TRoute function to send interaction direct to Agent.

WBR Tim

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Offline René

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Re: last agent routing (Inbound voice)
« Reply #2 on: August 06, 2009, 01:10:06 PM »
Hello rortiz,

Using the "Identity Contact" object is the way recommended by Genesys - look for more details in "Universal Routing 7.6 Reference Guide". Could you post here URS log (debug level) so we can try to check what is wrong?

R.
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Offline rortiz

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Re: last agent routing (Inbound voice)
« Reply #3 on: August 06, 2009, 07:42:58 PM »
Hi Rene,

Thank you very much for your help, I add a fragment of log where you can see a mistake (ERROR CODE 730), but I don't know such as to fix this.


14:51:58.895 Dbg 29999 [SvcSrvW-0] <1> UCS RMI Factory - ServerSocket(0,0) created
14:51:58.905 Dbg 29999 [CP Accept-0] UCS RMI CustomSocket - Socket-49 <In> (0.0.0.0:-1-unknown:0) created
14:51:58.945 Trc 21000 [SvcSrvW-0] <1 anewror:1548> Service 'Contact' method 'Identify' started.
14:51:58.955 Trc 21283 [SvcSrvW-0] <1 anewror:1548> Request:
  Type=Request
  Service=Contact
  Method=Identify
  Parameters=
    [
      ReturnUnique="false"
      UpdateUserData="true"
      CreateContact="true"
    ]
  UserData=
    [
      TenantId=101
    ].
14:51:58.955 Dbg 29999 [SvcSrvW-0] <1> [Main DS] Acquiring new connection from pool (current total nb of connections: 1 , free connections: 1 , used connections: 0 )
14:51:58.955 Dbg 29999 [SvcSrvW-0] <1> [Main DS] Acquired new connection from pool in 0 ms
14:51:58.955 Dbg 29999 [SvcSrvW-0] <1> Beginning Transaction txn-82 for DataSource Main with Connection : txn-82
14:51:59.095 Dbg 29999 [SvcSrvW-0] <1 txn-82> Identification using default configuration
14:51:59.095 Dbg 29999 [SvcSrvW-0] <1 txn-82> Create Contact flag set to 'true'
14:51:59.095 Dbg 29999 [SvcSrvW-0] <1 txn-82> Minimum Contact Attribute set for creation :
14:51:59.095 Dbg 29999 [SvcSrvW-0] <1 txn-82> User Data: no valid (String) attribute value(s)
14:51:59.095 Dbg 29999 [SvcSrvW-0] <1 txn-82 txn-82> Rollback Transaction txn-82 for Connection : txn-82
14:51:59.125 Dbg 29999 [SvcSrvW-0] <1 txn-82 txn-82> [Main DS] Returning connection into the pool.
14:51:59.125 Dbg 29999 [SvcSrvW-0] <1 txn-82 txn-82> Transaction duration: 170 ms (82)
14:51:59.125 Std 20121 [SvcSrvW-0] <1> Service 'Contact' failed in method 'Identify' (ErrorCode=730 ErrorMsg=No Searchable Attribute).
14:51:59.125 Trc 21001 [SvcSrvW-0] <1> Service 'Contact' method 'Identify' ended, processing time (ms): 170.
14:51:59.125 Std 21129 [SvcSrvW-0] <1> Exception message: No Searchable Attribute.
14:51:59.125 Trc 21125 [SvcSrvW-0] <1> Response: Id=1|Type=Fault|Service=Contact|Method=Identify|Parameters=[FaultCode="730"|FaultString="14:51:59.125 Server: MCR_UniversalContactServer Msg: No Searchable Attribute"]|UserData=[].
14:51:59.125 Trc 21126 [SvcSrvW-0] <1> 'Contact.Identify' (request id 1) handling duration : 500 ms.
14:52:00.988 Dbg 29999 [LogMon] Log reconfiguring task running
14:52:00.988 Dbg 29999 [LogMon] Log reconfiguring task period = 30000 ms
14:52:01.489 Dbg 29999 [ArchivTsk] Begin startWatch
14:52:04.723 Std 04502 Cannot connect to Stat Server 'StatServerReporting' at host 'anewror', port 3872, reason 'Server is not connected!'
14:52:04.723 Std 04502 Cannot connect to Stat Server 'StatServerReporting' at host 'anewror', port 3872, reason 'Can not open Server at host 'anewror' with port '3872'!'
14:52:05.735 Std 04502 Cannot connect to Stat Server 'StatServerReporting' at host 'anewror', port 3872, reason 'null'
14:52:06.877 Dbg 29999 [CtMDSync] Contact Attributes synchronization for Tenant(s) : 101
14:52:06.877 Dbg 29999 [CtMDSync] [Main DS] Acquiring new connection from pool (current total nb of connections: 1 , free connections: 1 , used connections: 0 )
14:52:06.877 Dbg 29999 [CtMDSync] [Main DS] Acquired new connection from pool in 0 ms
14:52:06.877 Dbg 29999 [CtMDSync] Beginning Transaction txn-83 for DataSource Main with Connection : txn-83
14:52:06.877 Trc 21131 [CtMDSync] <txn-83 txn-83> Loading persistent object from class 'com.genesyslab.icc.api.contactserver.persistent.ContactAttributeMetaData'.
14:52:06.877 Dbg 29999 [CtMDSync] <txn-83 txn-83> Executing request : select ContactAttributeMetaData.DisplayName, ContactAttributeMetaData.Format, ContactAttributeMetaData.Id, ContactAttributeMetaData.IsCaseSensitive, ContactAttributeMetaData.IsSearchable, ContactAttributeMetaData.IsSortable, ContactAttributeMetaData.TheName, ContactAttributeMetaData.SearchLevel, ContactAttributeMetaData.TenantId, ContactAttributeMetaData.TheType from ContactAttributeMetaData WITH (NOLOCK)  where (ContactAttributeMetaData.Active = ?) and (ContactAttributeMetaData.TenantId = ?) in transaction : txn-83 with timeout=0
14:52:06.947 Dbg 29999 [CtMDSync] <txn-83 txn-83> Getting ResultSetMetaData
14:52:06.947 Dbg 29999 [CtMDSync] <txn-83 txn-83> Instantiated 78 persistent from class com.genesyslab.icc.api.contactserver.persistent.ContactAttributeMetaData
14:52:06.947 Trc 21131 [CtMDSync] <txn-83 txn-83> Loading persistent object from class 'com.genesyslab.icc.api.contactserver.persistent.ContactAttributeMetaData'.
14:52:06.947 Dbg 29999 [CtMDSync] <txn-83 txn-83> Executing request : select ContactAttributeMetaData.DisplayName, ContactAttributeMetaData.Active, ContactAttributeMetaData.IsCaseSensitive, ContactAttributeMetaData.TheName, ContactAttributeMetaData.Cardinality, ContactAttributeMetaData.IsSortable, ContactAttributeMetaData.TheType, ContactAttributeMetaData.MappingColumnName, ContactAttributeMetaData.SearchLevel, ContactAttributeMetaData.ModifiedDate, ContactAttributeMetaData.Format, ContactAttributeMetaData.Id, ContactAttributeMetaData.TenantId, ContactAttributeMetaData.IsSearchable from ContactAttributeMetaData WITH (NOLOCK)  where (ContactAttributeMetaData.Active = ?) and (ContactAttributeMetaData.TenantId = ?) in transaction : txn-83 with timeout=0
14:52:06.977 Dbg 29999 [CtMDSync] <txn-83 txn-83> Getting ResultSetMetaData
14:52:06.977 Dbg 29999 [CtMDSync] <txn-83 txn-83> Instantiated 1 persistent from class com.genesyslab.icc.api.contactserver.persistent.ContactAttributeMetaData
14:52:06.977 Trc 21131 [CtMDSync] <txn-83 txn-83> Loading persistent object from class 'com.genesyslab.icc.api.contactserver.persistent.ContactAttributeMetaData'.
14:52:06.977 Dbg 29999 [CtMDSync] <txn-83 txn-83> Executing request : select ContactAttributeMetaData.MappingColumnName from ContactAttributeMetaData WITH (NOLOCK)  where (ContactAttributeMetaData.TenantId = ?) in transaction : txn-83 with timeout=0
14:52:06.977 Dbg 29999 [CtMDSync] <txn-83 txn-83> Getting ResultSetMetaData
14:52:06.977 Dbg 29999 [CtMDSync] <txn-83 txn-83> Instantiated 79 persistent from class com.genesyslab.icc.api.contactserver.persistent.ContactAttributeMetaData
14:52:06.977 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'Title' UCSID=00001a53YSD50001 in Tenant 101
14:52:06.987 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'FirstName' UCSID=00001a53YSD50002 in Tenant 101
14:52:06.987 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'AccountNumber' UCSID=00001a53YSD50003 in Tenant 101
14:52:06.987 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'EmailAddress' UCSID=00001a53YSD50004 in Tenant 101
14:52:06.987 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'ContactId' UCSID=00001a53YSD50005 in Tenant 101
14:52:06.987 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'CustomerSegment' UCSID=00001a53YSD50006 in Tenant 101
14:52:06.987 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'PIN' UCSID=00001a53YSD50007 in Tenant 101
14:52:06.987 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'PhoneNumber' UCSID=00001a53YSD50008 in Tenant 101
14:52:06.987 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LastName' UCSID=00001a53YSD50009 in Tenant 101
14:52:06.987 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'CustomerSegment' CFGID=439 in Tenant 101
14:52:06.987 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'AccountNumber' CFGID=437 in Tenant 101
14:52:06.987 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'PIN' CFGID=440 in Tenant 101
14:52:06.987 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'PhoneNumber' CFGID=436 in Tenant 101
14:52:06.987 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'EmailAddress' CFGID=435 in Tenant 101
14:52:06.987 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'FirstName' CFGID=432 in Tenant 101
14:52:06.987 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LastName' CFGID=433 in Tenant 101
14:52:06.987 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'Title' CFGID=434 in Tenant 101
14:52:06.987 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'ContactId' CFGID=438 in Tenant 101
14:52:06.987 Dbg 29999 [CtMDSync] <txn-83> Checking Predefined Contact Attributes 'LastCalledAgent_EmployeeID, LastCalledAgent_TimeStamp and PreferredAgent_EmployeeID' in Tenant 101
14:52:07.007 Dbg 29999 [CtMDSync] <txn-83> Checking linked Contact Attributes for media any in Tenant 101
14:52:07.007 Dbg 29999 [CtMDSync] <txn-83> Checking linked Contact Attributes for media voip in Tenant 101
14:52:07.007 Dbg 29999 [CtMDSync] <txn-83> Checking linked Contact Attributes for media vmail in Tenant 101
14:52:07.007 Dbg 29999 [CtMDSync] <txn-83> Checking linked Contact Attributes for media appsharing in Tenant 101
14:52:07.007 Dbg 29999 [CtMDSync] <txn-83> Checking linked Contact Attributes for media voice in Tenant 101
14:52:07.007 Dbg 29999 [CtMDSync] <txn-83> Checking linked Contact Attributes for media outboundpreview in Tenant 101
14:52:07.007 Dbg 29999 [CtMDSync] <txn-83> Checking linked Contact Attributes for media email in Tenant 101
14:52:07.007 Dbg 29999 [CtMDSync] <txn-83> Checking linked Contact Attributes for media smail in Tenant 101
14:52:07.007 Dbg 29999 [CtMDSync] <txn-83> Checking linked Contact Attributes for media whiteboard in Tenant 101
14:52:07.007 Dbg 29999 [CtMDSync] <txn-83> Checking linked Contact Attributes for media imchat in Tenant 101
14:52:07.007 Dbg 29999 [CtMDSync] <txn-83> Checking linked Contact Attributes for media webform in Tenant 101
14:52:07.007 Dbg 29999 [CtMDSync] <txn-83> Checking linked Contact Attributes for media cobrowsing in Tenant 101
14:52:07.007 Dbg 29999 [CtMDSync] <txn-83> Checking linked Contact Attributes for media video in Tenant 101
14:52:07.007 Dbg 29999 [CtMDSync] <txn-83> Checking linked Contact Attributes for media chat in Tenant 101
14:52:07.007 Dbg 29999 [CtMDSync] <txn-83> Checking linked Contact Attributes for media auxwork in Tenant 101
14:52:07.007 Dbg 29999 [CtMDSync] <txn-83> Checking linked Contact Attributes for media fax in Tenant 101
14:52:07.007 Dbg 29999 [CtMDSync] <txn-83> Checking linked Contact Attributes for media workitem in Tenant 101
14:52:07.007 Dbg 29999 [CtMDSync] <txn-83> Checking linked Contact Attributes for media trainingitem in Tenant 101
14:52:07.007 Dbg 29999 [CtMDSync] <txn-83> Checking linked Contact Attributes for media callback in Tenant 101
14:52:07.007 Dbg 29999 [CtMDSync] <txn-83> Checking linked Contact Attributes for media busevent in Tenant 101
14:52:07.007 Dbg 29999 [CtMDSync] <txn-83> Checking linked Contact Attributes for media sms in Tenant 101
14:52:07.007 Dbg 29999 [CtMDSync] <txn-83> Checking linked Contact Attributes for media alert in Tenant 101
14:52:07.007 Trc 21131 [CtMDSync] <txn-83 txn-83> Loading persistent object from class 'com.genesyslab.icc.api.contactserver.persistent.ContactAttributeMetaData'.
14:52:07.007 Dbg 29999 [CtMDSync] <txn-83 txn-83> Executing request : select ContactAttributeMetaData.DisplayName, ContactAttributeMetaData.Id, ContactAttributeMetaData.IsCaseSensitive, ContactAttributeMetaData.IsSearchable, ContactAttributeMetaData.IsSortable, ContactAttributeMetaData.TheName, ContactAttributeMetaData.SearchLevel, ContactAttributeMetaData.TenantId, ContactAttributeMetaData.TheType from ContactAttributeMetaData WITH (NOLOCK)  where (ContactAttributeMetaData.Active = ?) and (ContactAttributeMetaData.TenantId = ?) in transaction : txn-83 with timeout=0
14:52:07.017 Dbg 29999 [CtMDSync] <txn-83 txn-83> Getting ResultSetMetaData
14:52:07.017 Dbg 29999 [CtMDSync] <txn-83 txn-83> Instantiated 78 persistent from class com.genesyslab.icc.api.contactserver.persistent.ContactAttributeMetaData
14:52:07.017 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LastCalledAgent_EmployeeID' UCSID=00001a53YSD5000A in Tenant 101
14:52:07.017 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LastCalledAgent_TimeStamp' UCSID=00001a53YSD5000B in Tenant 101
14:52:07.027 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'PreferredAgent_EmployeeID' UCSID=00001a53YSD5000C in Tenant 101
14:52:07.027 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_EmplID_chat' UCSID=00001a53YSD5000D in Tenant 101
14:52:07.027 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_TimeStamp_chat' UCSID=00001a53YSD5000E in Tenant 101
14:52:07.027 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'Pref_EmplID_chat' UCSID=00001a53YSD5000F in Tenant 101
14:52:07.027 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_EmplID_alert' UCSID=00001a53YSD5000G in Tenant 101
14:52:07.037 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_TimeStamp_alert' UCSID=00001a53YSD5000H in Tenant 101
14:52:07.037 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'Pref_EmplID_alert' UCSID=00001a53YSD5000J in Tenant 101
14:52:07.037 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_EmplID_whiteboard' UCSID=00001a53YSD5000K in Tenant 101
14:52:07.037 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_TimeStamp_whiteboard' UCSID=00001a53YSD5000M in Tenant 101
14:52:07.047 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'Pref_EmplID_whiteboard' UCSID=00001a53YSD5000N in Tenant 101
14:52:07.047 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_EmplID_webform' UCSID=00001a53YSD5000P in Tenant 101
14:52:07.047 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_TimeStamp_webform' UCSID=00001a53YSD5000Q in Tenant 101
14:52:07.047 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'Pref_EmplID_webform' UCSID=00001a53YSD5000R in Tenant 101
14:52:07.047 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_EmplID_email' UCSID=00001a53YSD5000S in Tenant 101
14:52:07.047 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_TimeStamp_email' UCSID=00001a53YSD5000T in Tenant 101
14:52:07.057 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'Pref_EmplID_email' UCSID=00001a53YSD5000U in Tenant 101
14:52:07.057 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_EmplID_cobrowsing' UCSID=00001a53YSD5000V in Tenant 101
14:52:07.057 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_TimeStamp_cobrowsing' UCSID=00001a53YSD5000W in Tenant 101
14:52:07.057 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'Pref_EmplID_cobrowsing' UCSID=00001a53YSD5000X in Tenant 101
14:52:07.067 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_EmplID_vmail' UCSID=00001a53YSD5000Y in Tenant 101
14:52:07.067 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_TimeStamp_vmail' UCSID=00001a53YSD50010 in Tenant 101
14:52:07.067 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'Pref_EmplID_vmail' UCSID=00001a53YSD50011 in Tenant 101
14:52:07.067 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_EmplID_busevent' UCSID=00001a53YSD50012 in Tenant 101
14:52:07.067 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_TimeStamp_busevent' UCSID=00001a53YSD50013 in Tenant 101
14:52:07.067 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'Pref_EmplID_busevent' UCSID=00001a53YSD50014 in Tenant 101
14:52:07.067 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_EmplID_voip' UCSID=00001a53YSD50015 in Tenant 101
14:52:07.067 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_TimeStamp_voip' UCSID=00001a53YSD50016 in Tenant 101
14:52:07.077 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'Pref_EmplID_voip' UCSID=00001a53YSD50017 in Tenant 101
14:52:07.077 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_EmplID_appsharing' UCSID=00001a53YSD50018 in Tenant 101
14:52:07.077 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_TimeStamp_appsharing' UCSID=00001a53YSD50019 in Tenant 101
14:52:07.077 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'Pref_EmplID_appsharing' UCSID=00001a53YSD5001A in Tenant 101
14:52:07.077 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_EmplID_workitem' UCSID=00001a53YSD5001B in Tenant 101
14:52:07.077 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_TimeStamp_workitem' UCSID=00001a53YSD5001C in Tenant 101
14:52:07.087 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'Pref_EmplID_workitem' UCSID=00001a53YSD5001D in Tenant 101
14:52:07.087 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_EmplID_trainingitem' UCSID=00001a53YSD5001E in Tenant 101
14:52:07.087 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_TimeStamp_trainingitem' UCSID=00001a53YSD5001F in Tenant 101
14:52:07.087 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'Pref_EmplID_trainingitem' UCSID=00001a53YSD5001G in Tenant 101
14:52:07.087 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_EmplID_sms' UCSID=00001a53YSD5001H in Tenant 101
14:52:07.087 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_TimeStamp_sms' UCSID=00001a53YSD5001J in Tenant 101
14:52:07.097 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'Pref_EmplID_sms' UCSID=00001a53YSD5001K in Tenant 101
14:52:07.097 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_EmplID_imchat' UCSID=00001a53YSD5001M in Tenant 101
14:52:07.097 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_TimeStamp_imchat' UCSID=00001a53YSD5001N in Tenant 101
14:52:07.097 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'Pref_EmplID_imchat' UCSID=00001a53YSD5001P in Tenant 101
14:52:07.097 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_EmplID_voice' UCSID=00001a53YSD5001Q in Tenant 101
14:52:07.097 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_TimeStamp_voice' UCSID=00001a53YSD5001R in Tenant 101
14:52:07.097 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'Pref_EmplID_voice' UCSID=00001a53YSD5001S in Tenant 101
14:52:07.097 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_EmplID_fax' UCSID=00001a53YSD5001T in Tenant 101
14:52:07.107 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_TimeStamp_fax' UCSID=00001a53YSD5001U in Tenant 101
14:52:07.107 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'Pref_EmplID_fax' UCSID=00001a53YSD5001V in Tenant 101
14:52:07.107 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_EmplID_callback' UCSID=00001a53YSD5001W in Tenant 101
14:52:07.107 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_TimeStamp_callback' UCSID=00001a53YSD5001X in Tenant 101
14:52:07.107 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'Pref_EmplID_callback' UCSID=00001a53YSD5001Y in Tenant 101
14:52:07.107 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_EmplID_outboundpreview' UCSID=00001a53YSD50020 in Tenant 101
14:52:07.107 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_TimeStamp_outboundpreview' UCSID=00001a53YSD50021 in Tenant 101
14:52:07.117 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'Pref_EmplID_outboundpreview' UCSID=00001a53YSD50022 in Tenant 101
14:52:07.117 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_EmplID_smail' UCSID=00001a53YSD50023 in Tenant 101
14:52:07.117 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_TimeStamp_smail' UCSID=00001a53YSD50024 in Tenant 101
14:52:07.117 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'Pref_EmplID_smail' UCSID=00001a53YSD50025 in Tenant 101
14:52:07.117 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_EmplID_any' UCSID=00001a53YSD50026 in Tenant 101
14:52:07.117 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_TimeStamp_any' UCSID=00001a53YSD50027 in Tenant 101
14:52:07.117 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'Pref_EmplID_any' UCSID=00001a53YSD50028 in Tenant 101
14:52:07.127 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_EmplID_auxwork' UCSID=00001a53YSD50029 in Tenant 101
14:52:07.127 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_TimeStamp_auxwork' UCSID=00001a53YSD5002A in Tenant 101
14:52:07.127 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'Pref_EmplID_auxwork' UCSID=00001a53YSD5002B in Tenant 101
14:52:07.127 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_EmplID_video' UCSID=00001a53YSD5002C in Tenant 101
14:52:07.127 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'LCA_TimeStamp_video' UCSID=00001a53YSD5002D in Tenant 101
14:52:07.127 Dbg 29999 [CtMDSync] <txn-83> Checking Contact Attribute 'Pref_EmplID_video' UCSID=00001a53YSD5002E in Tenant 101
14:52:07.127 Dbg 29999 [CtMDSync] <txn-83 txn-83> Commit Transaction txn-83 for Connection : txn-83
14:52:07.127 Dbg 29999 [CtMDSync] <txn-83 txn-83> [Main DS] Returning connection into the pool.
14:52:07.137 Dbg 29999 [CtMDSync] <txn-83 txn-83> Transaction duration: 260 ms (83)
14:52:07.137 Dbg 29999 [IxnMDSync] Interaction Attributes synchronization for Tenant(s) : 101
14:52:07.137 Dbg 29999 [IxnMDSync] [Main DS] Acquiring new connection from pool (current total nb of connections: 1 , free connections: 1 , used connections: 0 )
14:52:07.137 Dbg 29999 [IxnMDSync] [Main DS] Acquired new connection from pool in 0 ms
14:52:07.137 Dbg 29999 [IxnMDSync] Beginning Transaction txn-84 for DataSource Main with Connection : txn-84
14:52:07.137 Trc 21131 [IxnMDSync] <txn-84 txn-84> Loading persistent object from class 'com.genesyslab.icc.api.contactserver.persistent.IxnAttributeMetaData'.
14:52:07.137 Dbg 29999 [IxnMDSync] <txn-84 txn-84> Executing request : select IxnAttributeMetaData.TheType, IxnAttributeMetaData.DisplayName, IxnAttributeMetaData.Active, IxnAttributeMetaData.MappingColumnName, IxnAttributeMetaData.TheName, IxnAttributeMetaData.IsSortable, IxnAttributeMetaData.Format, IxnAttributeMetaData.ModifiedDate, IxnAttributeMetaData.Id, IxnAttributeMetaData.TenantId from IxnAttributeMetaData WITH (NOLOCK)  where (IxnAttributeMetaData.Active = ?) and (IxnAttributeMetaData.TenantId = ?) in transaction : txn-84 with timeout=0
14:52:07.167 Dbg 29999 [IxnMDSync] <txn-84 txn-84> Getting ResultSetMetaData
14:52:07.167 Dbg 29999 [IxnMDSync] <txn-84 txn-84> Instantiated 10 persistent from class com.genesyslab.icc.api.contactserver.persistent.IxnAttributeMetaData
14:52:07.167 Trc 21131 [IxnMDSync] <txn-84 txn-84> Loading persistent object from class 'com.genesyslab.icc.api.contactserver.persistent.IxnAttributeMetaData'.
14:52:07.167 Dbg 29999 [IxnMDSync] <txn-84 txn-84> Executing request : select IxnAttributeMetaData.MappingColumnName from IxnAttributeMetaData WITH (NOLOCK)  where (IxnAttributeMetaData.TenantId = ?) in transaction : txn-84 with timeout=0
14:52:07.177 Dbg 29999 [IxnMDSync] <txn-84 txn-84> Getting ResultSetMetaData
14:52:07.177 Dbg 29999 [IxnMDSync] <txn-84 txn-84> Instantiated 10 persistent from class com.genesyslab.icc.api.contactserver.persistent.IxnAttributeMetaData
14:52:07.177 Dbg 29999 [IxnMDSync] <txn-84> Checking Interaction Attribute 'InteractionSubtype' UCSID=00001a53YSD5002F in Tenant 101
14:52:07.177 Dbg 29999 [IxnMDSync] <txn-84> Checking Interaction Attribute 'ServiceType' UCSID=00001a53YSD5002G in Tenant 101
14:52:07.177 Dbg 29999 [IxnMDSync] <txn-84> Checking Interaction Attribute 'Language' UCSID=00001a53YSD5002H in Tenant 101
14:52:07.177 Dbg 29999 [IxnMDSync] <txn-84> Checking Interaction Attribute 'ReasonCode' UCSID=00001a53YSD5002J in Tenant 101
14:52:07.177 Dbg 29999 [IxnMDSync] <txn-84> Checking Interaction Attribute 'Category' UCSID=00001a53YSD5002K in Tenant 101
14:52:07.177 Dbg 29999 [IxnMDSync] <txn-84> Checking Interaction Attribute 'Priority' UCSID=00001a53YSD5002M in Tenant 101
14:52:07.177 Dbg 29999 [IxnMDSync] <txn-84> Checking Interaction Attribute 'DispositionCode' UCSID=00001a53YSD5002N in Tenant 101
14:52:07.177 Dbg 29999 [IxnMDSync] <txn-84> Checking Interaction Attribute 'InteractionType' UCSID=00001a53YSD5002P in Tenant 101
14:52:07.177 Dbg 29999 [IxnMDSync] <txn-84> Checking Interaction Attribute 'StopProcessingReason' UCSID=00001a53YSD5002Q in Tenant 101
14:52:07.177 Dbg 29999 [IxnMDSync] <txn-84> Checking Interaction Attribute 'MediaType' UCSID=00001a53YSD5002R in Tenant 101
14:52:07.177 Dbg 29999 [IxnMDSync] <txn-84> Checking Interaction Attribute 'InteractionSubtype' CFGID=427 in Tenant 101
14:52:07.177 Dbg 29999 [IxnMDSync] <txn-84> Checking Interaction Attribute 'MediaType' CFGID=425 in Tenant 101
14:52:07.177 Dbg 29999 [IxnMDSync] <txn-84> Checking Interaction Attribute 'DispositionCode' CFGID=430 in Tenant 101
14:52:07.177 Dbg 29999 [IxnMDSync] <txn-84> Checking Interaction Attribute 'Language' CFGID=428 in Tenant 101
14:52:07.177 Dbg 29999 [IxnMDSync] <txn-84> Checking Interaction Attribute 'ReasonCode' CFGID=431 in Tenant 101
14:52:07.177 Dbg 29999 [IxnMDSync] <txn-84> Checking Interaction Attribute 'ServiceType' CFGID=424 in Tenant 101
14:52:07.177 Dbg 29999 [IxnMDSync] <txn-84> Checking Interaction Attribute 'StopProcessingReason' CFGID=429 in Tenant 101
14:52:07.177 Dbg 29999 [IxnMDSync] <txn-84> Checking Interaction Attribute 'InteractionType' CFGID=426 in Tenant 101
14:52:07.177 Dbg 29999 [IxnMDSync] <txn-84> Checking Interaction Attribute 'Category' CFGID=423 in Tenant 101
14:52:07.177 Dbg 29999 [IxnMDSync] <txn-84> Checking Interaction Attribute 'Priority' CFGID=422 in Tenant 101
14:52:07.177 Dbg 29999 [IxnMDSync] <txn-84 txn-84> Commit Transaction txn-84 for Connection : txn-84
14:52:07.177 Dbg 29999 [IxnMDSync] <txn-84 txn-84> [Main DS] Returning connection into the pool.
14:52:07.177 Dbg 29999 [IxnMDSync] <txn-84 txn-84> Transaction duration: 40 ms (84)
14:52:07.177 Dbg 29999 [CacheSync] Internal synchronization in progress
14:52:07.177 Dbg 29999 [CacheSync] [Main DS] Acquiring new connection from pool (current total nb of connections: 1 , free connections: 1 , used connections: 0 )
14:52:07.177 Dbg 29999 [CacheSync] [Main DS] Acquired new connection from pool in 0 ms
14:52:07.177 Dbg 29999 [CacheSync] Beginning Transaction txn-85 for DataSource Main with Connection : txn-85
14:52:07.177 Trc 21131 [CacheSync] <txn-85> Loading persistent object from class 'com.genesyslab.icc.api.contactserver.persistent.IxnAttributeMetaData'.
14:52:07.177 Dbg 29999 [CacheSync] <txn-85> Executing request : select IxnAttributeMetaData.TheType, IxnAttributeMetaData.DisplayName, IxnAttributeMetaData.Active, IxnAttributeMetaData.MappingColumnName, IxnAttributeMetaData.TheName, IxnAttributeMetaData.IsSortable, IxnAttributeMetaData.Format, IxnAttributeMetaData.ModifiedDate, IxnAttributeMetaData.Id, IxnAttributeMetaData.TenantId from IxnAttributeMetaData WITH (NOLOCK)  in transaction : txn-85 with timeout=0
14:52:07.187 Dbg 29999 [CacheSync] <txn-85> Getting ResultSetMetaData
14:52:07.187 Dbg 29999 [CacheSync] <txn-85> Instantiated 10 persistent from class com.genesyslab.icc.api.contactserver.persistent.IxnAttributeMetaData
14:52:07.187 Trc 21131 [CacheSync] <txn-85> Loading persistent object from class 'com.genesyslab.icc.api.contactserver.persistent.ContactAttributeMetaData'.
14:52:07.187 Dbg 29999 [CacheSync] <txn-85> Executing request : select ContactAttributeMetaData.DisplayName, ContactAttributeMetaData.Active, ContactAttributeMetaData.IsCaseSensitive, ContactAttributeMetaData.TheName, ContactAttributeMetaData.Cardinality, ContactAttributeMetaData.IsSortable, ContactAttributeMetaData.TheType, ContactAttributeMetaData.MappingColumnName, ContactAttributeMetaData.SearchLevel, ContactAttributeMetaData.ModifiedDate, ContactAttributeMetaData.Format, ContactAttributeMetaData.Id, ContactAttributeMetaData.TenantId, ContactAttributeMetaData.IsSearchable from ContactAttributeMetaData WITH (NOLOCK)  in transaction : txn-85 with timeout=0
14:52:07.197 Dbg 29999 [CacheSync] <txn-85> Getting ResultSetMetaData
14:52:07.197 Dbg 29999 [CacheSync] <txn-85> Instantiated 79 persistent from class com.genesyslab.icc.api.contactserver.persistent.ContactAttributeMetaData
14:52:07.197 Dbg 29999 [CacheSync] <txn-85> Commit Transaction txn-85 for Connection : txn-85
14:52:07.197 Dbg 29999 [CacheSync] <txn-85> [Main DS] Returning connection into the pool.
14:52:07.197 Dbg 29999 [CacheSync] <txn-85> Transaction duration: 20 ms (85)
14:52:08.940 Dbg 29999 [)-10.1.8.14] UCS RMI CustomSocket - Socket-47 <In> (0.0.0.0:5131-10.1.8.14:3092) closed
14:52:08.940 Dbg 29999 [)-10.1.8.14] UCS RMI CustomSocket - Socket-47 <In> (0.0.0.0:5131-10.1.8.14:3092) closed
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Offline René

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Re: last agent routing (Inbound voice)
« Reply #4 on: August 10, 2009, 01:34:42 PM »
Hello,

You posted UCS log instead of URS log but it doesn't matter. You can see in the log that incoming request contains no data that could be used for contact identification thus identification fails.

[size=9pt]14:51:58.955 Trc 21283 [SvcSrvW-0] <1 anewror:1548> Request:
  Type=Request
  Service=Contact
  Method=Identify
  Parameters=
    [
      ReturnUnique="false"
      UpdateUserData="true"
      CreateContact="true"
    ]
  UserData=
    [
      [b]TenantId=101[/b]
    ].

14:51:59.125 Std 20121 [SvcSrvW-0] <1> Service 'Contact' failed in method 'Identify' (ErrorCode=730 ErrorMsg=[b]No Searchable Attribute[/b]).[/size]

I haven't used "Identify Contact" object before so not 100 % sure how it works. However, you can try to attach key "PhoneNumber" that will hold phone number of calling customer before calling "Identify Contact" object in your strategy. URS should pass that value with the request so UCS will use it when searching for a contact.

Post here updated URS and UCS logs if it won't work.

R.
Logged
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