Custom fields in outbound with chains

[smile]

Hi All

There is one issue exist when using chained records in outbound. If call list contains several custom fields (like comments), agent can see and update only those fields which is related to particular record rather than chain itself. If we consider that customer = chain, then it's no matter which phone is used to speak with customer, agent must view all info about him.

Is it possible to update all custom fields in chain instead of only one record which was dialled?

[cavagnaro]

Not an issue...you are updating 1 Record_Handle which means 1 record. Each record can have a different "note" as you can dial 1 number and will be wrong, dial next one and leave a message with the granny, dial next one and so on.
There is an option on OCS to update all records however not sure if will work for what you want.

[smile]

[quote author=cavagnaro link=topic=7920.msg34668#msg34668 date=1374778790]
Not an issue...you are updating 1 Record_Handle which means 1 record. Each record can have a different "note" as you can dial 1 number and will be wrong, dial next one and leave a message with the granny, dial next one and so on.
There is an option on OCS to update all records however not sure if will work for what you want.
[/quote]

thanx,cavagnaro. i known that option which you're talking about, but it doesn't help in my case. logically you may be right, but... let's imagine: we have something like CRM with list of customers, each one has 3 contacts. we do export this info into OCS db and every record (one record or line per customer) from CRM will be translated into 3 records in call list, but all 3 records should be linked into one chain. Now agents started to reach customers. Generally it's doesn't matter how customer was reached by the 1st contact or by the 3rd. Moreover, it's possible to agent talk with customer using 1st contact, leave notes and after few days will contact using 2nd contact. Of course it's required to get notes from 1st conversation.
After all i'd like to export call list info CRM back. How to do it if i have 3 records per customer and custom fields for each contact may be different?

[cavagnaro]

Well for what I see you have the issue on the CRM import logic, not Genesys.
You have exported 3 chains, so 3 CRM actions possible or more...

chain_id=1 | chain_n=1 | call_time=567890 | user_notes = XXXXXXX
chain_id=1 | chain_n=2 | call_time=569290 | user_notes = YYYYYYYY
chain_id=1 | chain_n=3 | call_time=587654 | user_notes = ZZZZZZZ

So customer is the same (chain_id) but 3 diiferent CRM actions...for each phone the customer has.
Where is the issue? As said, you have to adjust your import logic. Genesys is providing all the information.

[smile]

cavagnaro, trouble isn't only at import. for example we're running at progressive mode and as you wrote: agent dialled customer at chain_n=1 and wrote user_notes = XXXXXXX.
then on next day another agent connected with the same customer but with chain_n=2. how do he know about first time user_notes = XXXXXXX?

[Steve]

I would have thought if the note is important to subsequent contacts it should be stored in the customer contact record of the CRM system, not in the OCS record.

If you have notes in each record of the chain they would relate to that method of contact "Customer never answers this phone before 6pm", "Mobile seems to be used by daughter now" this sort of thing.

[cavagnaro]

Concatenating? You get 1st value of current record. Then you send ChainedRecord and a variable begins to read all call_time and user_notes values and contact and the GUI display.
Again, you are saying it is a Genesys fault the error you have on your business design and as said by Steve, OCS is not a CRM.

[smile]

well, fellows, i understand the idea of CRM, but unfortunately such poor business design due to absence of traditional CRM solution in customer. Thanks for comments, now i'm sure that this issue can't be resolved using OCS configuration only.

[Timur Karimov]

Hi there
So whats the problem with solve this task from DB side? Make the SQL triger on update  - and update all cutoms fields in call list table based on
chain id
WBR Tim.

[JTL]

[quote author=Timur Karimov link=topic=7920.msg34681#msg34681 date=1374949351]
Hi there
So whats the problem with solve this task from DB side? Make the SQL triger on update  - and update all cutoms fields in call list table based on
chain id
WBR Tim.
[/quote]
What if OCS has the chained records in buffer?

[Timur Karimov]

SQL triger it's a very simple solution for this task which i just "said with out think" =))). But in sql you can make changes only for already updated chain. Of couse it's does't cover all situations and you can have the conflict.
Ok , after lwhait a little  - here is a second chance =))) Is anybody already try to use the SCXML treatments for achieve such functional?

WBR Tim

[smile]

we use scxml, but i think it may turn very complex solution for such task. but you can suggest...