SMS autoresponse and Contact History

[pablocaamano]

Hi everyone!
It is me again... in this case I came to forum to ask about something I consider it have to be working out of the box, but it is not.

I am working in a solution with Genesys SMS.
One of the functionalities I am using is the possibility to make Auto-Responses based on the message sent by client.
I have configured an strategy that automatically sends responses to the client. This is working fine, the problem is that this auto-responses are not being related with the contact history. If I check in WDE, this auto-responses are not displayed as interactions with customer.
(All interactions processed with all agents are correctly saved and can be found in the contact history)
Any idea what I have to do to link this responses to customer history?

Regards.

[Kubig]

Map the outbound interaction (outbound SMS) to any contact (new or existing) through the block within IRD.

[pablocaamano]

Hi Kubig,

I am trying usign "update contact" and "identify contact", but no luck...
I assign the outbound SMS to an interaction queue, and then applies a stretegy, in this strategy I am using these blocks.

Which IRD block you suggest to use?

Regards

[pablocaamano]

Hi!

I still trying to achive this...
I added a "searchable attribute" to the interaction (PhoneNumber), now I get no error trying to identify the contact, but it still no generating this relationship between this interaction and the contact.

Anybody have idea which data I have to include in the interaction in order it will be releated with the contact?
(I searched in eService Deployment Guide and in all other documents I consider are related.)

Regards.

[cavagnaro]

Check UCS logs and see why it is not working.
Post logs

[pablocaamano]

I checked UCS logs. I also verified that Create Contact, Return Unique and Update Contact are checked.
The only strange things I could find is a response from UCS, saying that was not possible to find Unique contact.

Is possible that if not find an unique contact (even if return unique contact is checked) the interaction will not be related with any contact?

Here are the logs:

10:48:56.286 Trc 21000 [SvcSrvW-9] <5575 tcp://MULTIMEDIA:64569> Service 'OMInteraction' method 'Create' started.
10:48:56.286 Trc 21283 [SvcSrvW-9] <5575 tcp://MULTIMEDIA:64569> Request:
  Type=Request
  Service=OMInteraction
  Method=Create
  Parameters=
    [
      DoNotThread="true"
      DisableContactCreation="false"
      IdentifyCreateContact="true"
      CanBeParent="true"
      TextKey="_smsText"
    ]
  UserData=
    [
      _smsSrcAddrTon="0"
      MediaType="sms"
      RRequestedSkillCombination=""
      InteractionId="01YHKE2PE3EY81D4"
      ServiceType="default"
      IsHeld=0
      IsOnline=0
      SubmitSeq="108115335"
      RTenant="Resources"
      ToAddr="XXX"
      RVQID=""
      SubmittedBy="smsserver851"
      _smsText="consulta..."
      Queue="SmsInboundTest_q"
      InteractionType="Inbound"
      MovedToQueueAt="2015-12-18T13:48:52Z"
      PlacedInQueueAt="2015-12-18T13:48:52Z"
      _smsDestAddrNpi="1"
      IsLocked=0
      CustomerSegment="default"
      RTargetRuleSelected=""
      RTenantDBID="101"
      RTargetPlaceSelected=""
      RTargetObjSelDBID="745"
      ReceivedAt="2015-12-18T13:48:48Z"
      PhoneNumber="XXXXXXXXXX"
      RTargetAgentSelected=""
      _umsMsgPlainText="consulta..."
      RTargetPlSelDBID=""
      _umsFromAddr="XXXXXXXXXX"
      CBR-contract_DBIDs=""
      InteractionSubtype="InboundNew"
      _smsSrcAddrNpi="1"
      CBR-IT-path_DBIDs=""
      _smsInbDataEnc="0"
      _umsChannel="channel_for_sms"
      _smsSeqNumber="1144"
      CBR-actual_volume=""
      _umsChatPossible="true"
      FromAddr="XXXXXXXXXXXX"
      RRequestedSkills=
        [
        ]
      _smsDestAddrTon="2"
      RTargetObjectSelected="SmsInboundTest_q"
      _umsToAddr="767"
      _umsMediaType="sms"
      _umsInboundIxnSubmittedBy="smsserver851"
      TenantId=101
      _umsMsgType="regular"
      RStrategyName="SMS17042013a"
      RVQDBID=""
      RTargetTypeSelected="14"
      SubmittedAt="2015-12-18T13:48:48Z"
      Subject="consulta..."
      _smsSrcNumber="XXXXXXXX"
      ServiceObjective=0
      RTargetAgSelDBID=""
      CBR-Interaction_cost=""
      _umsMsgContext="smpp_from-XXXXXXXXXX_to-XXX"
      PlaceInQueueSeq="108115354"
      _umsMediaTypeChat="smssession"
      _smsDestNumber="XXX"
      RStrategyDBID="454"
      InteractionState=1
    ].
10:48:56.286 Dbg 29999 [SvcSrvW-9] <5575 Open-Media> Identification using contact attribute configuration
10:48:56.286 Dbg 29999 [SvcSrvW-9] <5575 Open-Media> Create Contact flag set to 'true'
10:48:56.286 Dbg 29999 [SvcSrvW-9] <5575 Open-Media> Minimum Contact Attribute set for creation :
10:48:56.286 Dbg 29999 [SvcSrvW-9] <5575 Open-Media> [Main DS] Acquiring new connection from pool (queue size: 1 )
10:48:56.286 Dbg 29999 [SvcSrvW-9] <5575 Open-Media> [Main DS] Acquired new connection from pool in 0 ms
10:48:56.286 Dbg 29999 [SvcSrvW-9] <5575 Open-Media> Beginning Transaction txn-44204 for DataSource Main with Connection : txn-44204
10:48:56.286 Dbg 21131 [SvcSrvW-9] <5575 Open-Media txn-44204 txn-44204> Loading persistent object from class 'com.genesyslab.icc.api.contactserver.persistent.ContactAttributeMetaData'.
10:48:56.286 Dbg 29999 [SvcSrvW-9] <5575 Open-Media txn-44204 txn-44204> Executing request : select ContactAttributeMetaData.Format, ContactAttributeMetaData.IsSortable, ContactAttributeMetaData.MappingColumnName, ContactAttributeMetaData.DisplayName, ContactAttributeMetaData.IsCaseSensitive, ContactAttributeMetaData.Active, ContactAttributeMetaData.ModifiedDate, ContactAttributeMetaData.TenantId, ContactAttributeMetaData.TheType, ContactAttributeMetaData.Cardinality, ContactAttributeMetaData.IsSearchable, ContactAttributeMetaData.TheName, ContactAttributeMetaData.SearchLevel, ContactAttributeMetaData.Id from ContactAttributeMetaData WITH (NOLOCK)  where ((ContactAttributeMetaData.TheName = ?) or (ContactAttributeMetaData.TheName = ?) or (ContactAttributeMetaData.TheName = ?)) and (ContactAttributeMetaData.TenantId = ?) and (ContactAttributeMetaData.Active = ?) order by ContactAttributeMetaData.SearchLevel asc  in transaction : txn-44204 with timeout=0
10:48:56.301 Dbg 29999 [SvcSrvW-9] <5575 Open-Media txn-44204 txn-44204> Getting ResultSetMetaData
10:48:56.301 Dbg 29999 [SvcSrvW-9] <5575 Open-Media txn-44204 txn-44204> Instantiated 2 persistent from class com.genesyslab.icc.api.contactserver.persistent.ContactAttributeMetaData
10:48:56.301 Dbg 29999 [SvcSrvW-9] <5575 Open-Media txn-44204> Lookup level 1 with attributes : PhoneNumber
10:48:56.301 Dbg 21131 [SvcSrvW-9] <5575 Open-Media txn-44204 txn-44204> Loading persistent object from class 'com.genesyslab.icc.api.contactserver.persistent.Contact'.
10:48:56.301 Dbg 29999 [SvcSrvW-9] <5575 Open-Media txn-44204 txn-44204> Executing request : select distinct top 100 Contact.Id from ContactAttribute attr_0, Contact WITH (NOLOCK)  where ((attr_0.AttributeId = ?) and (attr_0.StrValueLowerCase = ?)) and (Contact.Id = attr_0.ContactId) in transaction : txn-44204 with timeout=0
10:48:56.301 Dbg 29999 [SvcSrvW-9] <5575 Open-Media txn-44204 txn-44204> Getting ResultSetMetaData
10:48:56.301 Dbg 29999 [SvcSrvW-9] <5575 Open-Media txn-44204 txn-44204> Instantiated 16 persistent from class com.genesyslab.icc.api.contactserver.persistent.Contact
10:48:56.301 Dbg 29999 [SvcSrvW-9] <5575 Open-Media txn-44204> 16 matches
10:48:56.301 Dbg 29999 [SvcSrvW-9] <5575 Open-Media txn-44204 txn-44204> Commit Transaction txn-44204 for Connection : txn-44204
10:48:56.301 Dbg 29999 [SvcSrvW-9] <5575 Open-Media txn-44204 txn-44204> Transaction duration: 15 ms (44204)
10:48:56.301 Dbg 29999 [SvcSrvW-9] <5575 Open-Media> Could not find a unique Contact
10:48:56.301 Dbg 29999 [SvcSrvW-9] <5575 Open-Media> [Main DS] Acquiring new connection from pool (queue size: 1 )
10:48:56.301 Dbg 29999 [SvcSrvW-9] <5575 Open-Media> [Main DS] Acquired new connection from pool in 0 ms
10:48:56.301 Dbg 29999 [SvcSrvW-9] <5575 Open-Media> Beginning Transaction txn-44205 for DataSource Main with Connection : txn-44205
10:48:56.301 Trc 21132 [SvcSrvW-9] <5575 Open-Media txn-44205 txn-44205> Inserting persistent object '01YHKE2PE3EY81D4' from class 'com.genesyslab.icc.api.contactserver.persistent.Interaction'.
10:48:56.301 Dbg 29999 [SvcSrvW-9] <5575 Open-Media txn-44205 txn-44205> Executing request : insert into Interaction WITH (ROWLOCK)  (Interaction.Lang, Interaction.ThreadHash, Interaction.StructuredText, Interaction.Subject, Interaction.ThreadId, Interaction.ExternalId, Interaction.EntityTypeId, Interaction.StrAttribute1, Interaction.CanBeParent, Interaction.Timeshift, Interaction.AllAttributes, Interaction.Text, Interaction.Status, Interaction.TenantId, Interaction.CategoryId, Interaction.StartDate, Interaction.TypeId, Interaction.StructTextMimeType, Interaction.SubtypeId, Interaction.Id, Interaction.ContactId, Interaction.CreatorAppId, Interaction.MediaTypeId) values (null, ?, null, ?, ?, null, ?, ?, ?, ?, ?, ?, ?, ?, null, ?, ?, null, ?, ?, null, ?, ?) in transaction : txn-44205 with timeout=0
10:48:56.301 Dbg 29999 [SvcSrvW-9] <5575 Open-Media txn-44205 txn-44205> Commit Transaction txn-44205 for Connection : txn-44205
10:48:56.332 Dbg 29999 [SvcSrvW-9] <5575 Open-Media txn-44205 txn-44205> Transaction duration: 31 ms (44205)
10:48:56.332 Trc 21001 [SvcSrvW-9] <5575> Service 'OMInteraction' method 'Create' ended, processing time (ms): 46.
10:48:56.332 Trc 21283 [SvcSrvW-9] <5575> Response:
  Type=Response
  Service=OMInteraction
  Method=Create
  Parameters=
    [
    ]
  UserData=
    [
    ].
10:48:56.332 Trc 21125 [SvcSrvW-9] <5575> Response: Id=5575|Type=Response|Service=OMInteraction|Method=Create.
10:48:56.332 Trc 21126 [SvcSrvW-9] <5575> 'OMInteraction.Create' (request id 5575) handling duration : 46 ms.
10:48:56.332 Dbg 29999 [Notifier-2] persistentInserted Interaction Lang=null|ThreadHash=(Integer)201781010|StructuredText=null|Subject=(String)"quiero saber como tengo que cambiar los movis que tengo por un celular"|ThreadId=(String)"0000NaB71RPU063R"|ExternalId=null|EntityTypeId=(Byte)7|CanBeParent=(Boolean)true|Timeshift=(Short)0|AllAttributes=([B)[B@c2c405|Text=(String)"quiero saber como tengo que cambiar los movis que tengo por un celular"|Status=(Byte)2|TenantId=(Integer)101|CategoryId=null|TypeId=(String)"Inbound"|StartDate=(Date)Fri Dec 18 10:48:48 GMT-03:00 2015|StructTextMimeType=null|ContactId=null|Id=(String)"01YHKE2PE3EY81D4"|SubtypeId=(String)"InboundNew"|CreatorAppId=(Integer)182|MediaTypeId=(String)"sms"
10:48:56.332 Dbg 29999 [Notifier-2] End Notification 3982
10:49:02.338 Dbg 21291 [SvcSrvW-6] Thread 'SvcSrvW-6' registers to shutdown notification.
10:49:02.338 Trc 21124 [SvcSrvW-6] <5577> Request (queued for 0 ms): Id=5577|Type=Request|Service=Contact|Method=Identify.
10:49:02.338 Trc 21000 [SvcSrvW-6] <5577 tcp://MULTIMEDIA:64569> Service 'Contact' method 'Identify' started.
10:49:02.338 Trc 21283 [SvcSrvW-6] <5577 tcp://MULTIMEDIA:64569> Request:
  Type=Request
  Service=Contact
  Method=Identify
  Parameters=
    [
      CreateContact="true"
      UpdateUserData="true"
      ReturnUnique="true"
    ]
  UserData=
    [
      PlacedInQueueAt="2015-12-18T13:48:58Z"
      IsLocked=0
      MediaType="sms"
      SubmittedAt="2015-12-18T13:48:58Z"
      InteractionId="01YHKE2PE3EY81D5"
      ReceivedAt="2015-12-18T13:48:58Z"
      PhoneNumber="XXXXXXXXX"
      _smsSrcNumber="XXX"
      IsHeld=0
      IsOnline=0
      SubmitSeq="108115386"
      _umsInboundIxnSubmittedBy="smsserver851"
      TenantId=101
      InteractionSubtype="OutboundAutoResponse"
      PlaceInQueueSeq="108115386"
      _smsText="respuesta..."
      _smsDeliveryType="noreports"
      SubmittedBy="smsserver851"
      _smsDestNumber="XXXXXXXXXX"
      Queue="ColaAutorespuestaSMS"
      InteractionType="Outbound"
      _umsChannel="channel_for_sms"
      InteractionState=1
      MovedToQueueAt="2015-12-18T13:48:58Z"
    ].
10:49:02.338 Dbg 29999 [SvcSrvW-6] <5577> Identification using contact attribute configuration
10:49:02.338 Dbg 29999 [SvcSrvW-6] <5577> Create Contact flag set to 'true'
10:49:02.338 Dbg 29999 [SvcSrvW-6] <5577> Minimum Contact Attribute set for creation :
10:49:02.338 Dbg 29999 [SvcSrvW-6] <5577> [Main DS] Acquiring new connection from pool (queue size: 1 )
10:49:02.338 Dbg 29999 [SvcSrvW-6] <5577> [Main DS] Acquired new connection from pool in 0 ms
10:49:02.338 Dbg 29999 [SvcSrvW-6] <5577> Beginning Transaction txn-44206 for DataSource Main with Connection : txn-44206
10:49:02.338 Dbg 21131 [SvcSrvW-6] <5577 txn-44206 txn-44206> Loading persistent object from class 'com.genesyslab.icc.api.contactserver.persistent.ContactAttributeMetaData'.
10:49:02.338 Dbg 29999 [SvcSrvW-6] <5577 txn-44206 txn-44206> Executing request : select ContactAttributeMetaData.Format, ContactAttributeMetaData.IsSortable, ContactAttributeMetaData.MappingColumnName, ContactAttributeMetaData.DisplayName, ContactAttributeMetaData.IsCaseSensitive, ContactAttributeMetaData.Active, ContactAttributeMetaData.ModifiedDate, ContactAttributeMetaData.TenantId, ContactAttributeMetaData.TheType, ContactAttributeMetaData.Cardinality, ContactAttributeMetaData.IsSearchable, ContactAttributeMetaData.TheName, ContactAttributeMetaData.SearchLevel, ContactAttributeMetaData.Id from ContactAttributeMetaData WITH (NOLOCK)  where ((ContactAttributeMetaData.TheName = ?) or (ContactAttributeMetaData.TheName = ?) or (ContactAttributeMetaData.TheName = ?) or (ContactAttributeMetaData.TheName = ?) or (ContactAttributeMetaData.TheName = ?) or (ContactAttributeMetaData.TheName = ?) or (ContactAttributeMetaData.TheName = ?) or (ContactAttributeMetaData.TheName = ?) or (ContactAttributeMetaData.TheName = ?) or (ContactAttributeMetaData.TheName = ?) or (ContactAttributeMetaData.TheName = ?) or (ContactAttributeMetaData.TheName = ?) or (ContactAttributeMetaData.TheName = ?) or (ContactAttributeMetaData.TheName = ?) or (ContactAttributeMetaData.TheName = ?) or (ContactAttributeMetaData.TheName = ?) or (ContactAttributeMetaData.TheName = ?) or (ContactAttributeMetaData.TheName = ?) or (ContactAttributeMetaData.TheName = ?)) and (ContactAttributeMetaData.TenantId = ?) and (ContactAttributeMetaData.Active = ?) order by ContactAttributeMetaData.SearchLevel asc  in transaction : txn-44206 with timeout=0
10:49:02.354 Dbg 29999 [SvcSrvW-6] <5577 txn-44206 txn-44206> Getting ResultSetMetaData
10:49:02.354 Dbg 29999 [SvcSrvW-6] <5577 txn-44206 txn-44206> Instantiated 1 persistent from class com.genesyslab.icc.api.contactserver.persistent.ContactAttributeMetaData
10:49:02.354 Dbg 29999 [SvcSrvW-6] <5577 txn-44206> Lookup level 1 with attributes : PhoneNumber
10:49:02.354 Dbg 21131 [SvcSrvW-6] <5577 txn-44206 txn-44206> Loading persistent object from class 'com.genesyslab.icc.api.contactserver.persistent.Contact'.
10:49:02.354 Dbg 29999 [SvcSrvW-6] <5577 txn-44206 txn-44206> Executing request : select distinct top 100 Contact.Id from ContactAttribute attr_0, Contact WITH (NOLOCK)  where ((attr_0.AttributeId = ?) and (attr_0.StrValueLowerCase = ?)) and (Contact.Id = attr_0.ContactId) in transaction : txn-44206 with timeout=0
10:49:02.354 Dbg 29999 [SvcSrvW-6] <5577 txn-44206 txn-44206> Getting ResultSetMetaData
10:49:02.354 Dbg 29999 [SvcSrvW-6] <5577 txn-44206 txn-44206> Instantiated 16 persistent from class com.genesyslab.icc.api.contactserver.persistent.Contact
10:49:02.354 Dbg 29999 [SvcSrvW-6] <5577 txn-44206> 16 matches
10:49:02.354 Dbg 29999 [SvcSrvW-6] <5577 txn-44206 txn-44206> Commit Transaction txn-44206 for Connection : txn-44206
10:49:02.354 Dbg 29999 [SvcSrvW-6] <5577 txn-44206 txn-44206> Transaction duration: 16 ms (44206)
10:49:02.354 Trc 21001 [SvcSrvW-6] <5577> Service 'Contact' method 'Identify' ended, processing time (ms): 16.
10:49:02.354 Trc 21283 [SvcSrvW-6] <5577> Response:
  Type=Response
  Service=Contact
  Method=Identify
  Parameters=
    [
      ContactCreated="false"
      ContactIdList={}
      NumberOfContactsFound=16
    ]
  UserData=
    [
    ].
10:49:02.354 Trc 21125 [SvcSrvW-6] <5577> Response: Id=5577|Type=Response|Service=Contact|Method=Identify.
10:49:02.354 Trc 21126 [SvcSrvW-6] <5577> 'Contact.Identify' (request id 5577) handling duration : 16 ms.



Thanks

[pablocaamano]

Hi guys,

I still looking for a solution... I tried everything, I checked that with "identity contact" block the contact is getting from ucs, and an unique contact is getting, but it still not relating this outbound interaction with this contact.
Just for the record, if I send an outbound sms from WDE the interactions is correctly related with the contact...

Thanks and happy new christmas and new year!

[Kubig]

Try to use "Update UCS record properties" function to update the ContactID for specific interaction (based on InteractionID). I am using this approach for several media types and all work as expected

[pablocaamano]

Hi Kubig,

Thanks for your response, I will try with your suggestion, it seems to be a good approach.

Regards.

[pablocaamano]

Hi Kubig,

Just to let you know that with your suggestion I could relate the Autoresponse with the Contact.

Thanks you very much, and everyone that helped me.

Regards.