Author Topic: OCS doesn't fetch records (Read 5725 times)

sorav84 · « **on:** September 10, 2011, 07:51:27 PM »

Hi all,

Has anyone ever faced this issue.When I start a campaign , the campaign runs fine for 5 or 6 dials both in preview and predictive mode. Then after that neither in predictive nor in preview it fetches record & dials. I am using

OCS - 8.0.001.14
Stat server -8.0.000.30
SIP TServer -8.0.400.25
Database - MSSQl 2005 enterprise

On GAD i get this error [b]no contact for this campaign[/b] though few moments ago it was fine.

I am keeping dialed from & dialed to - 8:00 AM to 7:00 AM I am sure this is not cause for this issue but there is not harm in pointing it out.

log snippet -----

received from 65201(SIP TServer)GEN2:7000(fd=372) message EventUserEvent
AttributeThisDN '1'
AttributeReferenceID 107
AttributeUserData [104] 00 03 01 00..
'GSW_APPLICATION_ID' 114
'GSW_CAMPAIGN_NAME' 'RET'
'GSW_AGENT_REQ_TYPE' 'PreviewRecordRequest'
AttributeUserEvent EventUserEvent
AttributeTimeinSecs 1315682939 (00:58:59)
AttributeTimeinuSecs 318000
AttributeEventSequenceNumber 0000000000000340
00:58:59.318 Trc 50002 TEvent: EventUserEvent
00:58:59.318 OCSEvent[778]::EventUserEvent(PreviewRecordRequest)
TrTServer[107`SIP TServer]
DN[109`1]Extension
Agent[106`P_1]
{
Agent[106`P_1]::EventUserEvent {
AgentSession[103`RET@Second_Agent_Group]::EventUserEvent {
CampaignGroup[103`RET@Second_Agent_Group].agent_preview_mode_start = false
}
}
00:58:59.318 Trc 50071 Send UserEvent
request to 65201(SIP TServer) message RequestDistributeUserEvent
AttributeUserData [163] 00 05 00 00..
'GSW_AGENT_REQ_TYPE' 'PreviewRecordRequest'
'GSW_ERROR_NUMBER' 108
'GSW_ERROR' 'No Records Available'
'GSW_APPLICATION_ID' 114
'GSW_CAMPAIGN_NAME' 'RET'
AttributeCommunicationDN '1'
..sent to GEN2:7000(fd=372)
}
received from 65201(SIP TServer)GEN2:7000(fd=372) message EventACK
AttributeUserEvent RequestDistributeUserEvent
AttributeThisDN '1'
AttributeTimeinSecs 1315682939 (00:58:59)
AttributeTimeinuSecs 318000
AttributeEventSequenceNumber 0000000000000341
00:58:59.318 Trc 50002 TEvent: EventACK
00:58:59.318 OCSEvent[779]::EventACK
TrTServer[107`SIP TServer]
DN[109`1]Extension
Agent[106`P_1]

-------------------------------------------------------------------

predictive

01:15:44.052 CampaignGroup(103) (RET@Second_Agent_Group): CampGrMsg: OCS version: 8.0.001.14; WorkTime: 1223;
GroupDBID: 105; GroupName: Second_Agent_Group;
CampaignDBID: 103; CampaignName: RET;
Queues: VoiceDest: VTD@SIP_Switch(RP);
Status: Running Predictive WAITING_RECORDS
Chains - Created: 0; Deleted: 0; Records - Created: 0; Deleted: 0;
Group Configuration - Type: AgentGroup/Regular;
Dialers: Active: SIP TServer(107, type 1); PersonalClbk: SIP TServer(107, type 1)
Dialer switch: SIP_Switch(101, type 72)
01:16:04.052 CampaignGroup(103) (RET@Second_Agent_Group): CampGrMsg: OCS version: 8.0.001.14; WorkTime: 1243;
GroupDBID: 105; GroupName: Second_Agent_Group;
CampaignDBID: 103; CampaignName: RET;
Queues: VoiceDest: VTD@SIP_Switch(RP);
Status: Running Predictive WAITING_RECORDS
Chains - Created: 0; Deleted: 0; Records - Created: 0; Deleted: 0;
Group Configuration - Type: AgentGroup/Regular;
Dialers: Active: SIP TServer(107, type 1); PersonalClbk: SIP TServer(107, type 1)
Dialer switch: SIP_Switch(101, type 72)
01:16:24.052 CampaignGroup(103) (RET@Second_Agent_Group): CampGrMsg: OCS version: 8.0.001.14; WorkTime: 1263;
GroupDBID: 105; GroupName: Second_Agent_Group;
CampaignDBID: 103; CampaignName: RET;
Queues: VoiceDest: VTD@SIP_Switch(RP);
Status: Running Predictive WAITING_RECORDS
Chains - Created: 0; Deleted: 0; Records - Created: 0; Deleted: 0;
Group Configuration - Type: AgentGroup/Regular;
Dialers: Active: SIP TServer(107, type 1); PersonalClbk: SIP TServer(107, type 1)
Dialer switch: SIP_Switch(101, type 72)
01:16:24.271 Trc 04120 Check point 2011-09-11T01:16:24
01:16:44.052 CampaignGroup(103) (RET@Second_Agent_Group): CampGrMsg: OCS version: 8.0.001.14; WorkTime: 1283;
GroupDBID: 105; GroupName: Second_Agent_Group;
CampaignDBID: 103; CampaignName: RET;
Queues: VoiceDest: VTD@SIP_Switch(RP);
Status: Running Predictive WAITING_RECORDS
Chains - Created: 0; Deleted: 0; Records - Created: 0; Deleted: 0;
Group Configuration - Type: AgentGroup/Regular;
Dialers: Active: SIP TServer(107, type 1); PersonalClbk: SIP TServer(107, type 1)
Dialer switch: SIP_Switch(101, type 72)
01:17:04.099 CampaignGroup(103) (RET@Second_Agent_Group): CampGrMsg: OCS version: 8.0.001.14; WorkTime: 1303;
GroupDBID: 105; GroupName: Second_Agent_Group;
CampaignDBID: 103; CampaignName: RET;
Queues: VoiceDest: VTD@SIP_Switch(RP);
Status: Running Predictive WAITING_RECORDS
Chains - Created: 0; Deleted: 0; Records - Created: 0; Deleted: 0;
Group Configuration - Type: AgentGroup/Regular;
Dialers: Active: SIP TServer(107, type 1); PersonalClbk: SIP TServer(107, type 1)
Dialer switch: SIP_Switch(101, type 72)
01:17:24.099 CampaignGroup(103) (RET@Second_Agent_Group): CampGrMsg: OCS version: 8.0.001.14; WorkTime: 1323;
GroupDBID: 105; GroupName: Second_Agent_Group;
CampaignDBID: 103; CampaignName: RET;
Queues: VoiceDest: VTD@SIP_Switch(RP);
Status: Running Predictive WAITING_RECORDS
Chains - Created: 0; Deleted: 0; Records - Created: 0; Deleted: 0;
Group Configuration - Type: AgentGroup/Regular;
Dialers: Active: SIP TServer(107, type 1); PersonalClbk: SIP TServer(107, type 1)
Dialer switch: SIP_Switch(101, type 72)

01:17:34.099 PA Session Info:
OwnerDBID: 103; Campaign DBID: 103; Group DBID: 105; Name: RET@Second_Agent_Group;
Mode: Predictive; Status: Running; WorkTime: 120;
Optimization: Busy Factor; Goal: 80; ProgressiveFlag: 1;
CPD Ports: 10; Free Ports: 10;
Static Port Allocation; Options - Number of CPD Ports: 10; ASM Channel Num: 0;
Estimated Ports: Dial= 0.0;
Blending - Agents: 0; Status: All Inbound;
Timeout - Dial: 120; Handle: 1800; Consider: 1800;
Calls predicted: 1; Engage calls predicted: 0; Algorithm: Classical
Expected: Busy Factor= 1.000; Abandon Rate= 0.000; Wait Time= 0.000;
Real: 0.000; 0.000; 0.000;
Current for 20 min: 0.000; 0.000; 0.000; (unreliable)
Agents/Places - Total: 1; Ready: 1; Engaged: 0; BusyOut: 0; BusyInB: 0;
BusyPaper: 0; BusyUnk: 0; BusyRingOrDial: 0; NotAvail: 0;
CheckedOut: 0;
Calls Engaging - Dialed: 0;
Calls Outbound - Dialed: 0; Queued: 0; Established: 0;
Calls Inbound - Queued: 0; Established: 0;
Hit Ratio: 1.000;
Durations - Out: 0.00; In: 0.00; Total: 0.00; Dial: 0.00; NoContact: 0.00; Enagage: 0.00; ACW: 0.00;
Traffic - Out: 0.000; In: 0.000;
Outbound Calls - TotalDialed: 0; Established: 0; Completed: 0;
NoContact: 0; Abandoned: 0; Cleaned: 0; Removed: 0;
Inbound Calls - TotalQueued: 0; Established: 0; Completed: 0;
Abandoned: 0; Cleaned: 0; Removed: 0;

I am new to outbound so please point out every mistake freely.

Thanks in advance

cavagnaro · « **Reply #1 on:** September 10, 2011, 08:39:31 PM »

Check the daily_till and daily_from fields and your TZ on the list/records

Dionysis · « **Reply #2 on:** September 11, 2011, 05:30:22 AM »

Hi Sorav,

I wouldn't recommend using 8am to 7am as your from / till times, I suspect OCS may be confused by this. Also, having these time frames will mean you will end up with records being scheduled outside of operating hours, when you then start dialling in the morning you will only dial overdue rescheduled records which will seriously decrease your efficiency.

If you must use open ended times like this I would suggest ensuring that both times are on the same day, eg. 00:1 -> 23:59

Generally if your OCS can see the agents logged in (which it can), it will be a from / till or time zone related problem.

jlehtism · « **Reply #3 on:** September 11, 2011, 12:19:48 PM »

I have the same problem with our setup. No records are trieved and all the record in the campaign are updated to type "No Call" and status "Updated" event though no calls are made. The problem is not related to the time setting since the result is the same when I swich the to the entire day. This is what I see in the OCS log:

OwnerDBID: 110; Campaign DBID: 111; Group DBID: 107; Name: Test_campaign@Dialer_Test;
Mode: Predictive; Status: Running; WorkTime: 62;
Optimization: Busy Factor; Goal: 80; ProgressiveFlag: 1;
CPD Ports: 10; Free Ports: 10;
Static Port Allocation; Options - Number of CPD Ports: 10; ASM Channel Num: 0;
Estimated Ports: Dial= 0.0;
Unable to initiate outbound dialing;
Blending - Agents: 0; Status: All Inbound;
Timeout - Dial: 120; Handle: 1800; Consider: 1800;
Calls predicted: 0; Engage calls predicted: 0; Algorithm: Classical
Expected: Busy Factor= 1.000; Abandon Rate= 0.000; Wait Time= 0.000;
Real: 0.000; 0.000; 59.811;
Current for 20 min: 0.000; 0.000; 59.811; (unreliable)
Agents/Places - Total: 1; Ready: 1; Engaged: 0; BusyOut: 0; BusyInB: 0;
BusyPaper: 0; BusyUnk: 0; BusyRingOrDial: 0; NotAvail: 0;
CheckedOut: 0;
Calls Engaging - Dialed: 0;
Calls Outbound - Dialed: 0; Queued: 0; Established: 0;
Calls Inbound - Queued: 0; Established: 0;
Hit Ratio: 1.000;
Durations - Out: 0.00; In: 0.00; Total: 0.00; Dial: 0.00; NoContact: 0.00; Enagage: 0.00; ACW: 0.00;
Traffic - Out: 0.000; In: 0.000;
Outbound Calls - TotalDialed: 0; Established: 0; Completed: 0;
NoContact: 0; Abandoned: 0; Cleaned: 0; Removed: 0;
Inbound Calls - TotalQueued: 0; Established: 0; Completed: 0;
Abandoned: 0; Cleaned: 0; Removed: 0;

For some reason it seem to think that all agents are in inbound status?

sorav84 · « **Reply #4 on:** September 11, 2011, 03:59:46 PM »

Many thanks it worked...i changed the dial till 11:50 PM. Now. it is working without any issue.

Thanks to both of you

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Author Topic: OCS doesn't fetch records (Read 5725 times)

sorav84

OCS doesn't fetch records

cavagnaro

Re: OCS doesn't fetch records

Dionysis

Re: OCS doesn't fetch records

jlehtism

Re: OCS doesn't fetch records

sorav84

Re: OCS doesn't fetch records