Queue Hold Position of a Caller

[cavagnaro]

Now makes sense! 
A screenshot would be nice of such and functions used
Thanks for your time

[terry]

Somehow can not upload the file (having message "The upload folder is full...")

[cavagnaro]

Yes sorry, uploads are disable...
You can upload using a file locator like 4shared or something like that, please?

[terry]

Ok, may be this will work:
http://www.4shared.com/zip/Q4db5u-w/CallBack.html

[Timur Karimov]

Terry,
just look at you strategy. And don't understud. Is this one for which  step ?
This ? - URS doen't delete call in memory but continue to execute strategy
  as if nothing happen. Call (or its image/placeholder if you like) is left in all queues it was eneterd according to
  strategies etc (even if real call starting the startegy is abandoned). 
Or This ? - some agent become available: the call (call placeholder) is routed to this agent. As there is no real call
  however it need to be generated first (= predicitive call connecting customer with RP) and after that
  routed to the agent.

How you intend to "stuck" call in URS memorry after routing? By using the OnCallAbandoned call you Callback.rbn as target? But because the
interaction no longer exists, this function is not intended to execute any routing or treatment instructions.
And on the other hand. "As there is no real call however it need to be generated first" How? How you cat triger the URS to make the predictive call with you callback stategy? Of cause I mean with out the external custom application.

WBR

[cavagnaro]

Well the strategy does a EXECUTION_MODE KVP update to VCB value...and then? Goes to an AG...Don't understand at all 

[terry]

That is enough for very basic call back.

URS can apply different execution modes to the calls.
They are defined by attached data with this key (so exectuion mode for the call can be changed
outside from strategy if needed).

In VCB execution mode if call is abandoned/released then strategy execution for such call is not interrupted, but call just becomes virtual one (not having for the time being real call on tserver).
[code]

received from 65200(tserver)host:3010(fd=) message EventAbandoned
AttributeReliability 0
AttributeCallState 0
AttributeThisQueue '2203'
AttributeCallType 2
AttributePropagatedCallType 2
AttributeCallID 42
AttributeConnID 006b022688987020
AttributeCallUUID 'VNO8D3KDA97SF8A39VND560SN4000067'
AttributeUserData [111] 00 04 00 00..
'EXECUTION_MODE' 'VCB'
'VCB_CONTACT' '11111111111111'
'VCB_TIME' '0'
'RPVQID' '4599BPBO4L7F50IBAV7JSJN3LG000003'
AttributeDNIS '2203'
              ...
12:48:35.007_T_W_006b022688987020 [14.32] EventAbandoned is received for ts tserver[switch] (this dn=2203), callback call
[/code]

Such virtual call will be deleted when strategy come to its logical end.
If it happen to be routed tnen URS will try to create real call connecting caller with original RP before routing request. Fragment of URS log below.

[code]
...
    _M_I_006b022688987020 [10.21] try to route to ag "Agent" (pl "Place", 2 ready DNs, 1 trgs): TRG 05908b14 VQ 059089e0(1 calls)
...
    _I_I_006b022688987020 [0E.10] HERE IS ROUTE_CALL: VQ=rrr, target=?:French > 1
    _I_I_006b022688987020 [01.10] binding with TRG 05908b14 (VQ 059089e0)
12:48:44.655_T_I_006b022688987020 [14.1b] send to ts TServer[Switch] RequestMake(Predicitive)Call to dn 11111111111111
request to 65200(TServer) message RequestMakePredictiveCall
AttributeReferenceID 41
AttributeTimeout 30
AttributeOtherDN '11111111111111'
AttributeThisDN '2203'
12:48:44.696_M_I_006b022688987020 [17.11] VQ 059089e0 first available call: none, reason=(0)delivery
    _A_I_006b022688987020 [0E.0a] ----------->ARRIVAL
...
12:48:44.820_T_I_0000000000000000 [14.0c] EventDialing is received for ts Tserver[Switch] (this dn=2203)
    _T_I_006b022688987021 [01.11] connid 006b022688987021 is bound to the call 4-0590aae4
    _T_I_006b022688987021 [01.1b] calluuid VNO8D3KDA97SF8A39VND560SN400006C is bound to the call 4-0590aae4 as 0590afb4
12:48:44.857_I_I_006b022688987021 [01.01] call (4-0590aae4) for Cust created (del 112)
...
received from 65200(Tserver)host:3010(fd=) message EventNetworkReached
...
received from 65200(vit_ts2)host:3010(fd=) message EventQueued
AttributeCallState 0
AttributeThisQueue '2203'
AttributeNetworkCallID 119550208
AttributeCallType 3
AttributePropagatedCallType 3
AttributeCallID 44
AttributeConnID 006b022688987021
AttributeCallUUID 'VNO8D3KDA97SF8A39VND560SN400006C'
AttributeDNIS '11111111111111'
AttributeCustomerID 'Cust'
AttributeThisDN '2203'
AttributeThisDNRole 1
AttributeOtherDNRole 2
AttributeOtherDN '11111111111111'
AttributeExtensions [19] 00 01 02 00..
'UCID' bin: 00 31 20 07.. (len=8)
AttributeTimeinSecs 1367956129 (12:48:49)
AttributeTimeinuSecs 650000
AttributeEventSequenceNumber 0000000000000e17
12:48:49.821_T_I_006b022688987021 [14.0c] EventQueued is received for ts tserver[host] (this dn=2203)
    _I_W_006b022688987020 [01.11] call collision (4-0590aae4-006b022688987021)
    _T_I_006b022688987020 [01.11] connid 006b022688987021 is bound to the call 3-059090b4
    _T_I_006b022688987020 [01.1c] change current calluuid 00000000 -> 0590afb4
    _T_I_006b022688987020 [01.1d] calluuid VNO8D3KDA97SF8A39VND560SN400006C is bound to the call 3-059090b4 as 0590afb4
    _T_I_006b022688987020 [01.04] change connid to 006b022688987021
...
request to 65200(vit_ts2) message RequestRouteCall
AttributeReferenceID 47
AttributeReason [14] 00 01 01 00..
'RTR' 694
AttributeRouteType 0 (RouteTypeUnknown)
AttributeExtensions [167] 00 09 00 00..
'DEFAULT#' '1001'
'CUSTOMER_ID' 'Cust'
'VQ' 'rrr'
'AGENT' 'Agent'
'DN' '104'
'ACCESS' '104'
'SWITCH' 'vit_sw2'
'NVQ' 1
'TARGET' '?:French > 1@statserver.GA'
AttributeOtherDN '104'
AttributeConnID 006b022688987021
AttributeThisDN '2203'
[/code]

[cavagnaro]

Definitively have to test this!
Thanks

[bublepaw]

By the way this can also be done with ORS by design without any special tricks because ORS is design to run session until explicitly told to terminate it

[Timur Karimov]

Well, i had made the test. It's like the "street magic" but it's work. However i see the great disadvantage for such method:
1) I can't see the way for controlling the outbound call. Maximum number for dial attempts for example? Behavior for busy or fax answer? Etc. Though is another undocumented feature.
2) It's no possible to change the strategy for outbound call? For example to play the second IVR/voice announcement before connect to the agent.
3) Need to change the current reporting system. VCB call is counted like inbound in Queue statistics, but for Agent  - it's outbound call. Of course we can filter out such calls from standard outbound, but it's not so simple. At least because of the volume of work is very huge.

So...for my point of view - it's a realy interesting trick but not for standard production system. Perhaps as emergency way?

WBR

[cavagnaro]

Well about reporting when I deploy Genesys templates they always got the filter ~VCB and always wondered what the heck was that...I knew the meaning of the letters but never how to trigger them, as you say, docs never mention it or maybe they do but in a font of size 1....
I agree on how to control the no-answer behaviors and such, but seems pretty cool

[terry]

Yes it is very-very basic solution (as it eas stated) not applicable as is for standard production (mostly due to reporting concerns), though it is a bit nore flexible than seems.

It just way to left call in all waiting queues it happen to be when abandonning happen, and trigger
some logic when agent will be finally selected for such virtual call.
This logic can be default one (which make routing as was described) or explcitely defined in form of strategy/subroutine. Up to strategy writer what to put into such subroutine - playing treatments, dialing,
invoking extrnal web services/components (for example Orchestration server).


 

[Fra]

Cav,

for me VCB has always stood for VoiceCallBack solution, the Genesys suite that then disappeared..
I have never heard about this 'execution mode' and wonder where it is documented - can anyone please point me to the right direction?

cheers,

Fra

[Timur Karimov]

[quote author=Fra link=topic=7860.msg34540#msg34540 date=1373616178]
for me VCB has always stood for VoiceCallBack solution, the Genesys suite that then disappeared..
I have never heard about this 'execution mode' and wonder where it is documented - can anyone please point me to the right direction?
[/quote]
Fra,
it's totaly undocumented. i was already ask the Genesys support about it - and their don't know much more =))) I think it's a old "feature" which has been made for VoiceCallBack support. But now, then "official" VCB is EOL and disapear from support list - everyone in G  just forget about it =)))
WBR Tim

[cavagnaro]

Yup, always understood the meaning of the letters but not the product as couldn't find a single piece of documentation except for some docs that said the name over and over but no technical description or implementation.
I guess we all can ask for is keep digging