Campaign callback in progressive mode

[zgegkiller]

Hi

first thanks in advance for your help.

My problem is :

My campaign run in progressive mode
at 11:58 My agent schedule a campaign callback  to 12:00 but he become not ready at 11h59 but always log on the campaign.

OCS retrieve the record à 12:00 for the campaign call back but my agent is not ready.
I want that OCS mark this record in call result "group callback error" but he didn't.

the record stay always "retrieved" in OCM and 30 minutes  later when my agent becomes ready OCS call the campaign callback.

Is there a timeout in OCS's Options to say if there is no agent avalaible for the campaign callback -> update with group callback error.

thanks for your help...

[Fra]

[quote author=zgegkiller link=topic=4548.msg20201#msg20201 date=1249649760]
My campaign run in progressive mode
at 11:58 My agent schedule a campaign callback  to 12:00 but he become not ready at 11h59 but always log on the campaign.

OCS retrieve the record à 12:00 for the campaign call back but my agent is not ready.
I want that OCS mark this record in call result "group callback error" but he didn't.

the record stay always "retrieved" in OCM and 30 minutes  later when my agent becomes ready OCS call the campaign callback.

Is there a timeout in OCS's Options to say if there is no agent avalaible for the campaign callback -> update with group callback error.
[/quote]

Hi,
the agent(s) must be logged out in order for OCS to mark the record as "group callback error". And there isn't any configurable timeout.

Fra

[zgegkiller]

thank for you response but if i loggout of the campaign group ....

the record stay always "retrieved" in OCM and 15 minutes  later when my agent loggin in the campaign group OCS call the campaign callback.

[Fra]

OCS logs which cover that period of time are needed.
Have you configured any treatments for that calling list?

Fra

[zgegkiller]

here is ocs log in attchment and i have no treatment on my calling list

[zgegkiller]

precision if i stop and unload campaign my campaign callback record take the statut ready and if i  restart this campaign and i loggin on the campagin group OCS call the campaign callback

[zgegkiller]

fra,

Is the log help you to see what's happen ?

thanks you in advance,

[Fra]

sorry,

didn't have time to look at it, I'll do it later today.

Fra

[Fra]

Hi,

sorry for my late replying. What I have found is quite an interesting issue (or feature?  ):
You log your agent out:
[size=9pt][font=TimesNewRoman]
AgentManager::targetRemoved: Update received: Person '3023_S3'[129] was removed from Session 'CampaS3_2@VAG_OC_ASC_S3_2'[109].
Agent[109`Place_3013]::request to remove sessions: 109
Agent[109`Place_3013]::StatDispatch RequestSessionRemove {
AgentSession[109`CampaS3_2@VAG_OC_ASC_S3_2]Running, assigned::RequestSessionRemove {
16:03:55.156 PAEventInfo (ContactInfo):
OwnerSessionDBID: 109; OriginSessionDBID: 109;
CallType:  PA_CallUnknown; StatType: PA_StatAgentCheckOut;
RecHandle: 0; CallID: 0;
PlaceDBID: 109; CallResult: 0;

Agent[109`Place_3013]::No more outbound sessions
Agent[109`Place_3013]::Unregistering agent{
Agent[109`Place_3013]::disabling
Agent[109`Place_3013]::StatDispatch EventAgentLogout {
AgentSession[0`Inbound]Active, associated::EventAgentLogout {
}
[/font][/size]
but actually OCS does not really like that:
[size=9pt][font=TimesNewRoman]
AgentSession[0`Inbound]Active, associated::RequestSessionCheckin {
Agent[109`Place_3013]::EventSessionCheckedin {
}
}
}
}
AgentManager::reassignAgentsByTenant: Tenant [101].
CampaignGroup[109`CampaS3_2@VAG_OC_ASC_S3_2].agent-assignment = false<default>, not configured
CampaignGroup[109`CampaS3_2@VAG_OC_ASC_S3_2].agent-assignment = false<default>, not configured
AgentManager::reassignment: Agent 3020 cannot be moved out of Session[109] due to 'assignment' = 'false'

16:03:55.156 TOTAL SCHEDULED AGENTS/PLACES ASSIGNMENT:
There are 0 Agents/Places assigned to Session 'Inbound' [0 ] OCS_Session_Loaded | OCS_Stat_Opened:
There are 1 Agents/Places assigned to Session 'CampaS3_2@VAG_OC_ASC_S3_2'[109] OCS_Session_Loaded | OCS_Stat_Opened:
3020[105]
[/font][/size]
The option agent-assignment, introduced with release 7.5, somehow keeps linking the agent to the campaign, although you have logged him out, not marking therefore the call result as "Group Callback Error". In fact you can see from OCS stats:
[size=9pt][font=TimesNewRoman]
Agents/Places - Total: 1; Ready: 0; Engaged: 0; BusyOut: 0; BusyInB: 0;
BusyPaper: 0; BusyUnk: 0; BusyRingOrDial: 0; NotAvail: 1;
CheckedOut: 1;
[/font][/size]
I'd open a ticket to Genesys for clarifications.
In addition to that, could you please check the value of the option ignore-empty-group? It seems to me you are using VAGs, aren't you? Cause an interesting test would be deleting the agent from the campaign group after you have rescheduled the record and see if in that case OCS has the same behaviour.

Fra

[zgegkiller]

thanks a lot for your work ..and for the ticket !! ;-)
To ask to your question the option ignore_empty_group is set to false. And yes i use VAG :-)

And i try option agent-assignment = true but it's doesn't work not mark "group_callback_error"

[Fra]

[quote author=zgegkiller link=topic=4548.msg20330#msg20330 date=1250253309]
thanks a lot for your work ..and for the ticket !! ;-)
To ask to your question the option ignore_empty_group is set to false. And yes i use VAG :-)

And i try option agent-assignment = true but it's doesn't work not mark "group_callback_error"
[/quote]
You are welcome
Set ignore_empty_group to true and test it again, I'm curious to know whether you get the same result.

Fra

[zgegkiller]

if i set this option to true

-> when my agent loggout from campaing group the campaign callabck record take the "ready" status and he was not "retrieved"

[Fra]

Yeah, if the option is set to true and the campaign group is empty, OCS does not even retrieve the records from the database.

Get in touch with Genesys and let us know what they say.

Fra