Infomart /ICON and post-call UserEvent

[Adam_W]

Another day, another bit of documented Genesys functionality that doesn't work as described!

After my eventual success the other day with getting post-call UserEvents (in the form of disposition codes selected in the GAD) to be stored in ICON, I am now struggling to get the data extracted into Infomart.

The UserEvents are stored in the G_CUSTOM_DATA_S table in ICON.  Apparently doing the following should configure Infomart to extract these events:

1.  In the 'custom-data' section in the Infomart ETL application, configure option 'extract-user-event-data' with a value of 'TRUE'.  This should tell Infomart to extract data from the G_CUSTOM_DATA_S table.

2.  Also in the 'custom-data' section, configure the 'user-event-data-timeout' option with the desired timeout.  This defines the time limit after the call in which the agent is allowed to send the UserEvent.  I've set this to 600 seconds.

3.  In each DAP that Infomart uses to extract Voice details, configure the option 'user-event-data' in the 'custom-data' section.  Basically this maps a specific key from the data extracted from the G_CUSTOM_DATA_S table onto a chosen table column in Infomart.  In my case, the key I want to extract is 'CallCategory' and I've chosen the ID '10052' which corresponds to the BUSINESS_RESULT column in Infomart's INTERACTION_DESCRIPTOR table.  The value for my 'user-event-data' option is therefore '10052,CallCategory'.

Obviously the Infomart ETL doesn't run continuously so I've tried running the jobs manually and restarting Infomart completely to get this to work with no joy whatsoever so far.

Any ideas??

[René]

Hi Adam,

I saw your previous ticket and noticed one thing - UserEvent generated by GAD doesn't contain connection id of a call it is related to. I think that Info Mart can't match UserData key with the call thus it doesn't transfer it.

R.

PS. Please don't beat me if I'm completely wrong as Info Mart isn't my piece of cake

[Adam_W]

Hi René

Thanks, you could be right.  I can attach the connID to the UserEvent using the GAD options; will try this shortly and see if this helps.

[Adam_W]

Hmm, that has definitely done something, now after each UserEvent there is some "tsync" operation:

[code]
08:08:28.508 Trc 04542 EventUserEvent sent to [508] (00000017 Voice_ICON_Primary 172.18.17.19:2454)
08:08:28.508 Trc 04542 EventUserEvent sent to [552] (00000016 Voice_ICON_Backup 172.18.17.32:1095)
08:08:28.508 Trc 04542 EventUserEvent sent to [588] (00000011 WFM_StatServer_Backup 172.18.17.33:3010)
08:08:28.508 Trc 04542 EventUserEvent sent to [576] (00000010 WFM_StatServer_Primary 172.18.17.20:2377)
08:08:28.508 Trc 04542 EventUserEvent sent to [480] (00000008 DataMart_StatServer_BackUp 172.18.17.31:2683)
08:08:28.508 Trc 04542 EventUserEvent sent to [468] (00000007 DataMart_StatServer_Primary 172.18.17.18:2923)
08:08:28.508 Trc 04542 EventUserEvent sent to [456] (00000006 RoutingStatServer_BackUp 172.18.17.30:3259)
08:08:28.508 Trc 04542 EventUserEvent sent to [440] (00000005 RoutingStatServer_Primary 172.18.17.17:2986)
08:08:28.508 Trc 04542 EventUserEvent sent to [420] (00000003 LDS_StatServer_TProxy 10.20.104.211:2939)
08:08:33.664 Trc 04541 RequestDistributeUserEvent received from [508] (00000017 Voice_ICON_Primary 172.18.17.19:2454)
message RequestDistributeUserEvent
AttributeCommunicationDN '0C4E9356-C8B3-4C47-990E-FC8BBB075A7B'
AttributeThisDN '0C4E9356-C8B3-4C47-990E-FC8BBB075A7B'
AttributeOtherDN 'tsync'
08:08:33.664 Int 04543 Interaction message "RequestDistributeUserEvent" received from 508 ("Voice_ICON_Primary")
@08:08:33.6640 [0] 7.6.003.05 send_to_client: message EventACK
AttributeEventSequenceNumber 00000000000e7742
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 664000
AttributeTimeinSecs 1300954113 (08:08:33)
AttributeThisDN '0C4E9356-C8B3-4C47-990E-FC8BBB075A7B'
AttributeUserEvent RequestDistributeUserEvent
08:08:33.664 Trc 04542 EventACK sent to [508] (00000017 Voice_ICON_Primary 172.18.17.19:2454)
@08:08:33.6640 [0] 7.6.003.05 distribute_user_event: message EventUserEvent
AttributeEventSequenceNumber 00000000000e7743
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 664000
AttributeTimeinSecs 1300954113 (08:08:33)
AttributeUserEvent EventUserEvent
AttributeOtherDN 'tsync'
AttributeThisDN '0C4E9356-C8B3-4C47-990E-FC8BBB075A7B'
03/24/11@08:08:37.055 call to clean: call(2:87a5:007101e81e28d2ee@01AD1E80):
08:08:37.055 Trc 20021 Call 007101e81e28d2ee cleared with TReliabilityInPast
[/code]

Still nothing in Infomart though! 

[fnunezsa]

Are you seeing any attached data in Info Mart at all?

What version of GIM are you using?

In 7.6 there is a XML file where you configure you KVP mapping, but in 8.0 there are a couple of table to configure data mapping.

[Adam_W]

It's Infomart 7.6.  Some attached data (attached during the routing strategy) does appear in there and I know about the XML specification file you mentioned.  But, in the words of the GIM Deployment Guide:

"Some agent desktop applications issue UserEvents to set key-value pair data after the agent's participation in the voice interaction has completed (that is, after the call is released). You can configure an ICON application that captures Voice details to store UserEvent-based KVP data in its IDB. When you configure the ICON application, you use ICON application configuration options, rather than the attached data specification XML file, to specify which
key-value pairs ICON should store."

As far as I know, following the steps from my original post should avoid the need to use the XML file...

[fnunezsa]

You're right. The configuration you have in place should avoid de usage of the XML configuration file.

Would you please confirm the following:

1) user-event-data option is set to 10052,CallCategory instead of '10052,CallCategory' (remove quotes)
2) EventData data option in custom-state section of your ICOn app is set to at least something like char,CallCategory (assuming CallCategory is char, if not, then should be int,CallCategory)
3) Your UserEvent is attaching a KVP where the key is exactly CallCategory. Remember this is case sentitive, so if the key in your UserEvent is callCategory or Callcategory or callcategory ICON would ignore it.

[Adam_W]

I can confirm all of the above.

My user-event-data option is 10052,CallCategory .  I did wonder whether the problem was caused because I had failed to include quotes, so it's good to hear that no quotes is the way to go.

The EventData option is exactly as you described - char,CallCategory.

The key attached to the call is CallCategory.

Note that the KVPs are successfully being captured by ICON in the G_CUSTOM_DATA_S table, so half the job is done.  Infomart is not extracting them though.  In the Infomart logs I can even see it scanning this table for new records and no errors are generated, but it then writes zero records to the Infomart DB.

I believe it is supposed to write the records to an Infomart "Staging" DB, then to the GIM DB.

[fnunezsa]

Looking through Genesys Tech Support Knoledgebase I found that there is a bug in Tserver that does allow ICON not populate CALLID and PARTYID in G_CUSTOM_DATA_S table.

Would you please confirm the following:

1) Your TServer Common Part version (you can find this in TServer's log or in the corresponding Release Note for you TServer)
2) Whether or not CALLID and PARTYID are populated in G_CUSTOM_DATA_S

If your TServer Common Part is older than 8.0.100.06 then you must upgrade to a TServer built with Common Part 8.0.100.06 or later.

[Adam_W]

Interesting! I haven't seen that.  Which document did you find that in?

I can't check the DB tables at the moment but the T Server version is 7.6.003.03, making the common part version 7.6.008.09.  So on that basis it sounds like it is a no-go until an upgrade is done.

In the mean time I think I will try and do something with Datamart instead, because all that's actually required at this stage is to identify how many of each type of code were selected.  I can create a custom statistic based on UserEvent and build filters around each individual disposition code (as per http://www.sggu.com/smf/index.php/topic,3527.msg15084.html#msg15084 ).

I've never trying this historically but presumably there is no reason why it would not work.  The UserEvent is definitely being sent to StatServer.

[fnunezsa]

I found that info in Genesys Tech Support Knowledge Base.

Definately you may accomplish that with CCA.

[eugene]

[quote author=fnunezsa link=topic=6280.msg27408#msg27408 date=1301238860]
Looking through Genesys Tech Support Knoledgebase I found that there is a bug in Tserver that does allow ICON not populate CALLID and PARTYID in G_CUSTOM_DATA_S table.

Would you please confirm the following:

1) Your TServer Common Part version (you can find this in TServer's log or in the corresponding Release Note for you TServer)
2) Whether or not CALLID and PARTYID are populated in G_CUSTOM_DATA_S

If your TServer Common Part is older than 8.0.100.06 then you must upgrade to a TServer built with Common Part 8.0.100.06 or later.
[/quote]

I don't think this is true fnunezsa, the bug may be very specific to the specific callflow and enviro i have mixed tserver 7.2/7.6 and can get the data pumping through just fine for the call wrap code.

[eugene]

[quote author=Adam_W link=topic=6280.msg27429#msg27429 date=1301399386]
Interesting! I haven't seen that.  Which document did you find that in?

I can't check the DB tables at the moment but the T Server version is 7.6.003.03, making the common part version 7.6.008.09.  So on that basis it sounds like it is a no-go until an upgrade is done.

In the mean time I think I will try and do something with Datamart instead, because all that's actually required at this stage is to identify how many of each type of code were selected.  I can create a custom statistic based on UserEvent and build filters around each individual disposition code (as per http://www.sggu.com/smf/index.php/topic,3527.msg15084.html#msg15084 ).

I've never trying this historically but presumably there is no reason why it would not work.  The UserEvent is definitely being sent to StatServer.
[/quote]

Hi Adam,

1) Can you check if the call wrap record in your icon table has the callid / party id associated with it?

2) have you configure the infomart app and dap(s) to process it?

[Adam_W]

Hi eugene

1.  I've just looked at the G_CUSTOM_DATA_S table in the ICON db and can confirm that the callid and partyid are NOT present

2.  I've configured Infomart and the DAP to process the call category / call wrap KVP.  Do I also need to do something for the callid / partyid?

[eugene]

Hey Adam, point 1 is the problem.  I assume the use case is basically after an inbound interaction the agent goes into ACW and enters in a call wrap code?  If so you have to make sure the User Event is sent against the DN that received the interactions.  So in essence the only way Infomart would process that is if you see a callid / partyid associated to the custom data record you see in iCON.  Make sense?