Campaign Reschedule issue

[bandorka]

Hi,
OCS 7.6.101.45, preview mode.
How can I force (or can I) OCS to push the "Campaign Rescheduled" records to the desktop. "Personal Reschedule" working fine.
Any combination of these setting didn't work
agent_preview_mode_start (OCS)
predictive_callback (OCS)
treatment (GAD)
We want if the callback and the rescheduled records are pushed (at campaign level not personal) automatically to the desktop.

The best combination was the following:
predictive_callback=false
agent_preview_mode_start=false
treatment=personal
when we use treatments the record_status=Personal Rescheduled, records are pushed automatically
when we use callback (reschedule) record_status=Campaign Callback, records are pushed automatically
But if the record_status is "Campaign Rescheduled" (treatment=campaign), OCS retrieve the record at the time of the "dial_sched_time", but doesn't autpmatically push to the agent desktop.
Any help or idea?
Thanks,
Bandorka

[cavagnaro]

Check for the GSW_TREATMENT key value

[bandorka]

GSW_TREATMENT is present, here is the log:

received from 65201(--)ede-coccti1:6020(fd=360) message EventUserEvent
AttributeThisDN '74400'
AttributeReferenceID 13
AttributeUserData [510] 00 17 01 00..
'GSW_APPLICATION_ID' 204
'GSW_CAMPAIGN_NAME' 'C_PHCC'
'GSW_CALLING_LIST' 'CL_PHCC'
'GSW_CALL_RESULT' 6
'GSW_PHONE' 'XXXXXXXX'
'Aktuális egyenleg' ''
'Cím' ''
'Hozzáállás' ''
'Elégedettség' ''
'Kapcsolattartó neve' ''
'Partner neve' '1'
'Utolsó bejövo ük. dátuma' ''
'Prémium üi' ''
'Szegmens' ''
'UP ICP' ''
'UP PU5' ''
'BusinessResultName' ''
'BusinessResultValue' 0
'CallBackPhone' ''
'CallBackType' 0
'GSW_RECORD_HANDLE' 42
'GSW_AGENT_REQ_TYPE' 'RecordProcessed'
[color=green]'GSW_TREATMENT' 'RecordTreatCampaign'[/color]
AttributeUserEvent EventUserEvent
AttributeTimeinSecs 1289815088 (10:58:08)
AttributeTimeinuSecs 380000
AttributeEventSequenceNumber 0000000001ffb8ad
10:58:08.380 Trc 50002 TEvent: EventUserEvent
10:58:08.380 OCSEvent[58189]::EventUserEvent(RecordProcessed)
TServer[126`TSrv_Gyor_PRI]
DN[125`74400]Extension
Agent[1522`Place_74400]
{
CallPreview[1522`Place_74400]::EventUserEvent {
CallProgressor[42:HS00000K]::EventUserEvent{
CampaignGroup[101`CG_PHCC].record_save_intermediate_results = true
UpdateRecord Handle:42 ChainID:1 ChainNum:0
10:58:08.380 CM_DBCallRecord(106-101-385): DBServer 'DBSrv_Outbound for CL_PHCC (512)' SQL:  update PHCC_calllist set call_result=6,agent_id='8850',contact_info='XXXXXXXX',call_time=1289815081,switch_id=103 ,ACT_BALANCE='',C_ADDRESS='',C_ATTITUDE='',C_SATISFACTION='',CONTACT_NAME='',CUST_NAME='1',LIC_DATE='',PREMIUM_AGENT='',SEGMENT='',UP_ICP='',UP_PU5='',BusinessResultName='',BusinessResultValue=0,CallBackPhone='',CallBackType=0 where chain_id=1 and chain_n=0 [ReqID=34360]
CallingList[106`CL_PHCC].dial_log_destination =
Call[42:HS00000K]::Processed with treatment: RecordTreatCampaign
Call[42:HS00000K]::Applying treatment
10:58:08.380 Trc 50071 Send UserEvent
request to 65201(--) message RequestDistributeUserEvent
AttributeUserData [279] 00 0B 01 00..
'GSW_STAT_EVENT' 14
'GSW_CAMPAIGN_DBID' 101
'GSW_CALL_LIST_DBID' 106
'GSW_GROUP_DBID' 385
'GSW_AGENT_DBID' 948
'GSW_CALL_RESULT' 6
'GSW_CAMPAIGN_COMPLETE' 2
'GSW_LIST_COMPLETE' 0
'GSW_DIAL_MODE' 3
'GSW_APPLICATION_ID' 204
'GSW_SCHED_REC_NUM' 0
AttributeCommunicationDN 'CommDN'
..sent to ede-coccti1:6020(fd=360)
CallingList[106`CL_PHCC].dial_log_destination =
RecTreatment - Apply OK  CallResult = 6
RecordHandle = 42  ChainID = 1 ChainNum = 0
Phone = XXXXXXXX
PhoneType = 1
ListName = CL_PHCC  TableName = PHCC_calllist
CampaignName = C_PHCC
Attempt = 1
RecordType = 3
TZDBID = 102  TZOffset = 3600
DailyFrom = 28800 (08:00:00)  DailyTill = 64800 (18:00:00)
DialSchedTime = 1289815388
Name = Busy_Treatment1
RecActionCode = 4 RetryIn
CallActionCode = 0 NoCallActionCode
TreatmentInterval = 5
TreatmentCycleAttempts = 0
TreatmentIncrement = 0
CampaignGroup[101`CG_PHCC].record_save_intermediate_results = true
UpdateRecord Handle:42 ChainID:1 ChainNum:0
10:58:08.380 CM_DBCallRecord(106-101-385): DBServer 'DBSrv_Outbound for CL_PHCC (512)' SQL:  update PHCC_calllist set call_result=6,agent_id='CampaignRescheduled',contact_info='XXXXXXXX',call_time=1289815081,dial_sched_time=1289815388,record_type=3,attempt=1,switch_id=103  where chain_id=1 and chain_n=0 [ReqID=34361]
Call[42:HS00000K]::treatment applied
CallingList[106`CL_PHCC].dial_log_destination =
10:58:08.380 Trc 50071 Send UserEvent
request to 65201(--) message RequestDistributeUserEvent
AttributeUserData [279] 00 0B 01 00..
'GSW_STAT_EVENT' 20
'GSW_CAMPAIGN_DBID' 101
'GSW_CALL_LIST_DBID' 106
'GSW_GROUP_DBID' 385
'GSW_AGENT_DBID' 948
'GSW_CALL_RESULT' 6
'GSW_CAMPAIGN_COMPLETE' 2
'GSW_LIST_COMPLETE' 0
'GSW_DIAL_MODE' 3
'GSW_APPLICATION_ID' 204
'GSW_SCHED_REC_NUM' 1
AttributeCommunicationDN 'CommDN'
..sent to ede-coccti1:6020(fd=360)
Call[42:HS00000K]::Deleting chained calls {
Call[42:HS00000K]::Deleting call{
CallPreview[1522`Place_74400]::RequestClearCall {
Agent[1522`Place_74400]::RequestClearCall {
AgentPreview[42]::RequestClearCall {
}
}
}
}
}
}
}
10:58:08.380 Trc 50071 Send UserEvent
request to 65201(--) message RequestDistributeUserEvent
AttributeUserData [180] 00 06 00 00..
'GSW_CALLING_LIST' 'CL_PHCC'
'GSW_CALL_RESULT' 6
'GSW_CAMPAIGN_NAME' 'C_PHCC'
'GSW_RECORD_HANDLE' 42
'GSW_APPLICATION_ID' 204
'GSW_USER_EVENT' 'RecordProcessedAcknowledge'
AttributeCommunicationDN '74400'
..sent to ede-coccti1:6020(fd=360)
}
received from 65201(--)ede-coccti1:6020(fd=360) message EventACK
AttributeUserEvent RequestDistributeUserEvent
AttributeThisDN 'CommDN'
AttributeTimeinSecs 1289815088 (10:58:08)
AttributeTimeinuSecs 380000
AttributeEventSequenceNumber 0000000001ffb8ae
10:58:08.380 Trc 50002 TEvent: EventACK
10:58:08.380 OCSEvent[58193]::EventACK
TServer[126`TSrv_Gyor_PRI]
DN[3078`CommDN]CommunicationDN
{
}
received from 65201(--)ede-coccti1:6020(fd=360) message EventACK
AttributeUserEvent RequestDistributeUserEvent
AttributeThisDN 'CommDN'
AttributeTimeinSecs 1289815088 (10:58:08)
AttributeTimeinuSecs 380000
AttributeEventSequenceNumber 0000000001ffb8b0
10:58:08.380 Trc 50002 TEvent: EventACK
10:58:08.380 OCSEvent[58194]::EventACK
TServer[126`TSrv_Gyor_PRI]
DN[3078`CommDN]CommunicationDN
{
}
10:58:08.380 CM_DBCallList(106-101-385): DBServer 'DBSrv_Outbound for CL_PHCC (512)' MSG_SQLEXECUTED(DBM_SUCCESS) [ReqID=34360]
received from 65201(--)ede-coccti1:6020(fd=360) message EventACK
AttributeUserEvent RequestDistributeUserEvent
AttributeThisDN '74400'
AttributeTimeinSecs 1289815088 (10:58:08)
AttributeTimeinuSecs 380000
AttributeEventSequenceNumber 0000000001ffb8b2
10:58:08.380 Trc 50002 TEvent: EventACK
10:58:08.380 OCSEvent[58195]::EventACK
TServer[126`TSrv_Gyor_PRI]
DN[125`74400]Extension
Agent[1522`Place_74400]
{
}
10:58:08.380 CM_DBCallList(106-101-385): DBServer 'DBSrv_Outbound for CL_PHCC (512)' MSG_SQLEXECUTED(DBM_SUCCESS) [ReqID=34361]

[cavagnaro]

For what I can see this should be ok. The agentID for example changes from:

agent_id='8850'

to

agent_id='CampaignRescheduled'

and Record_Type = 3 which is Campaign Rescheduled...

At this point if you refresh OCM calling list it should display this info...what do you see?

[bandorka]

Hi Cav,

Yes, record_type=Campaign Rescheduled, agent_id=Campaignrescheduled
So, it seems every field is fine in the table.
When I apply a personal treatment, there is a "RequestMakeCall" in the log, and the record is automatically pushed on the desktop.
BUT, when I apply a campaign treatment there is a row in the log (the treatment are the same, certainly):
[i]ADD Chain:3 to  ==>  BUFFER:CampaignRescheduled Type:2 Prior:100 n_Rec:1 Recs:1[/i]

Maybe it's an OCS (7.6.101.45) issue?

thanks,
Bandorka

[cavagnaro]

Ok...
Personal Callbacks are send to the agent desktop
About the Group ones it depends on OCS configuration, check for predictive_callback option, if true OCS will ask for dialing, if false, will be treated as personal callback, just will show to the agent and he will decide

[bandorka]

Hi,
I have made some tests, here is the results:

[table]
[tr]
  [td]OCS option[/td]
  [td]GAD OCS option[/td]
  [td]record_type when Rescheduled by a treatment[/td]
  [td]record_type when Normal Callback[/td]
  [td]Auto send Rescheduled[/td]
  [td]Auto send callback[/td]
[/tr]
[tr]
  [td]predictive_callback[/td]
  [td]treatment[/td]
  [td][/td][td][/td][td][/td][td][/td]
[/tr]
[tr]
  [td]FALSE[/td]
  [td]campaign[/td]
  [td]Campaign Rescheduled[/td]
  [td]Campaign Callback[/td]
  [td]no[/td]
  [td]yes[/td]
[/tr]
[tr]
  [td]FALSE[/td]
  [td]personal[/td]
  [td]Personal Rescheduled[/td]
  [td]Campaign Callback[/td]
  [td]yes[/td]
  [td]yes[/td]
[/tr]
[tr]
  [td]TRUE[/td]
  [td]campaign[/td]
  [td]Campaign Rescheduled[/td]
  [td]Campaign Callback[/td]
  [td]no[/td]
  [td]no[/td]
[/tr]
[tr]
  [td]TRUE[/td]
  [td]personal[/td]
  [td]Personal Rescheduled[/td]
  [td]Campaign Callback[/td]
  [td]yes[/td]
  [td]no[/td]
[/tr]
[/table]

Auto send (in the last two column)=OCS push the record to the desktop automatically

As you see "Campaign Rescheduled" never worked, as I expected.

Bandorka

[cavagnaro]

Question, after you did the change of the option, did you restart OCS? This option doesn't apply on hot mode, a restart is mandatory.

[bandorka]

Sure, OCS was restarted
When I generate a campaign callback OCS just retrieve the record into the buffer:
ADD Chain:1 to  ==>  BUFFER:CampaignRescheduled Type:2 Prior:100 n_Rec:1 Recs:1
Why?
Campaign callback is working! It's the same like Campaign Reschedule: reschedule a record, when the time is equal with the dial_sched_time, then retrieve the record:
And now!
When Campaign Callback then: find an agent, start a requestmakecall, and voila, the record is on the desktop
When Campaign Reschedule then: NOTHING!
It's illogical for me.....

[cavagnaro]

You are using Predictive mode, right? Just to be sure....

[bandorka]

preview mode

[cavagnaro]

well...as the option name says...predictive...this only works on predictive. preview will always push the record on agent screen and will be his decision if he dials or not.
Does agent do a RequestRecord?

[bandorka]

According to the documentation "predictive_callback" option refer to the "Campaign Callback", not for "Campaign Reschedule".
But this option has take effect in preview mode:[i]
"If this option is set to yes/true in Preview mode, OCS puts records that are
scheduled as Campaign Callback in the preview records list, and delivers
them to the agent’s desktop upon receipt of a PreviewRecordRequest."[/i]

OCS doesn't push the record automatically to the desktop, especially if the record is a general record - it's evident, you need to send a Recordrequest.

But take a look at my post sent on 19th november.
If "predictive_callback" is "true", then "Campaign Callback" never worked, so, it must be "false"
The best result (in the second row):
Personal Rescheduled - worked
Campaign Rescheduled - didn't work
Campaign Callback - worked
Personal Callback - worked
worked=OCS push the record to the desktop (don't need a RecordRequest)

And from this point that is the question:
What's the difference between a Campaign Callback and a Campaign Reschedule (in a way of a process)?
What's the difference between a Personal Reschedule and a Campaign Reschedule (in a way of a process)?
"Because one generated by a treatment and another generated by a conversation" blabla is not accepted - not for you certainly, because it's a bullshit IMHO.

Conclusion: How can I explain this behaviour to our sales/marketing guys? Because this bevaviour is totally illogical for me and for them too.

Many thanks for your help and answers Cav! :-)
Bandorka

[cavagnaro]

Ok...so what is not working is the Reschedule done by a treatment, right? If agents do the reschedule (CallBack) it will work nice, doesn't it?

If so, can you post a screenshot of your treatment and a screenshot of the record on OCM after the treatment was applied and the respective OCS log for the dialing/treatment applied section?

Thanks

[cavagnaro]

Hold on...just thinking loud, maybe got confused by myself but...when will a treatment will be applied on Preview mode??? Treatments are applied by OCS, not by agents. I can only think one treatment which would be WrongParty so OCS sends next record in chain...but...Reschedule? When will this scenario happen?
Can you please explain?