Author Topic: Sms outbound issue  (Read 3433 times)

Offline jingoi

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Sms outbound issue
« on: December 19, 2009, 03:32:00 AM »
I have configured the sms with Gdesktop ,sms received in routing strategy
against SMS email is forward to Gdesktop  and when G-Desktop replied this email then we got the SMS. please also note Outbound SMS is also configured with Routing stregery .We are using two DAP for outbound Routing; first DAP use for Pick the Text message from table and other DAP is calling Stored procedure. We have achieved successfully for both inbound and outbound.
similarly when we use same configuration with  third pary CRM; we have receive dthe inbound SMS but got problem for outbound routing. find below steps we are performing :-
User send SMS and then application routes the email to agent and Agent  receive email pop-up and accept email interactionAgent  reply back to user.
User does not receive reply SMS from agent.but email is received on reply TO  email address inbox.
we have seen in URS logs and found that Outbound DAP is not running for that case   
Can any budy help me out why two DAPs are not working when we configure with Third party CRM.
I have uploaded the logs for Separate cases i.e  with Gdesktop and with CRM.
only one call for  both cases

Offline jingoi

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Re: Sms outbound issue
« Reply #1 on: December 22, 2009, 01:22:40 AM »

here is the conn id

For good call:017901c19343a5df
for bad   call:017901c19343a5e4

Offline René

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Re: Sms outbound issue
« Reply #2 on: December 22, 2009, 01:34:17 AM »
Hi jingoi,

Honestly, I do not fully understand description of your issue but I'll try to help you ;).

Quote
User does not receive reply SMS from agent.but email is received on reply TO  email address inbox.
Original message is received from the address "t3@test.com". Reply should be send to this address based on UserData of outbound email interaction (see the key "To"). Please check log of Email Server Java to find out what has happened with the interaction.

Quote
we have seen in URS logs and found that Outbound DAP is not running for that case
I assume you mean by Outbound DAP two DB queries called from the strategy "TPPre-Send". I'm not able to tell you where the problem is as I don't have copy of your routing strategy. But it seems to me your issue is caused by segmentation object used as first block in the strategy. Again, my assumption is that you're trying to segment interaction based on UserData attached to original - inbound - interaction. This step fails for interaction processed by agent using 3rd party CRM (Siebel) as original UserData are attached to outbound interaction in different way then GDesktop does. Original UserData are present as key-value list named "InheritedAttachedData".

Please post here condition used in Segmentation object and I should be able to tell you how to change these to work in both cases (GDesktop & Siebel CRM).

R.

Offline jingoi

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Re: Sms outbound issue
« Reply #3 on: December 23, 2009, 02:30:27 PM »
Attach is the outbound strategy
problem is Outbound sms coulnot receive when reply from CRM (SIEBEL),but sucessfully receive when reply by Gdesktop

Offline René

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Re: Sms outbound issue
« Reply #4 on: December 23, 2009, 09:42:42 PM »
Hi,

You're doing segmentation based on media type in your routing strategy and expected media are sms or fax. Unfortunately, CRM system returns interaction with media type "email". So db lookups in the strategy are not executed.

I'm not able to tell you why interactions processed using CRM system is not delivered. You have to check log of Email Server Java in first step. Post it here (debug level please) and I can take a look.

R.