Call Transfer to Route Points and ICON

[upk_singhm]

Hello All,
Genesys Ver 8.1.X
ICON Ver 8.1.X
GIM Ver 8.1.X

Can you please help me understand what options (at T-Server/SIP Server and at ICON/GIM level) do I need to configure so a blind transfer to the Route Point gets reported properly reported in the GIM reports.

Currently I face a problem wherein if an agent does a blind transfer to a Route Point then the disposition code reports shows the both(for 1st leg and 2nd leg of the call) disposition codes being tagged with the 2nd leg of the call and not separately to 1st and 2nd leg. e.g. if Agent A disposed the call as Disp1> SubDisp1 and second agent as Disp2> SubDisp2 then the system will show the 2nd leg of the call having both the dispositions and 1st leg of the call comes up as empty.

Appreciate your help in this regard.

Regards,
Upkar S

[hsujdik]

How is your adata_spec.xml file on icon and how are the tables ctl_ud_* filled on gim?

[upk_singhm]

Well It's configured to capture the custom disposition code data and events are captured using the Options in gim-etl-populate for these custom disposition codes.

How is that anyhow related to transfer of calls, as I have clearly mentioned that it captures it but only associates both disposition codes to the second leg of the call?

Can you please tell?

[Kubig]

As was mentioned, it depends on how is configure the adata_spec.xml file located under ICON install folder by default

[hsujdik]

On the CTL_UD_TO_UDE_MAPPING table you have a field called propagation rule which controls how the attach data (including disposition codes) are stored for each Resource Fact:

Column PROPAGATION_RULE
This field defines how data that uses the same key name is propagated. Possible values are:
o CALL--Store the latest KVP value that is associated with the call.
o PARTY--Store the latest KVP value that is changed (added/updated/deleted) by a party of the call.
o IRF--Store the latest KVP value that is associated with the call during the fact duration.
o IRF_FIRST_UPDATE--Store the first update to the KVP value that is performed during the fact duration. In a scenario with call redirection, the duration also includes all previous IRFs having the technical result of Redirected/RoutedOnNoAnswer and/or Redirected/Unspecified.

On the adata_spec.xml file, there is a property on each key called "history" in which you mark whether ICON will store only the first, last or all values for the given Attach Data.

[upk_singhm]

Okay I got it, well unfortunately it's setup like this

<key name="Booking" source="userdata" history="all"/>

So in essence it should store all values and in fact it is storing all values but it's tagging the first disp-code selected by Agent A to the second leg of the call as disposed by Agent B, in fact both the disposition codes are getting tagged to the second leg of the call. Hence the problem.

Any help is much appreciated.

Thanks,

[hsujdik]

Great!

And what do you get from the following query on GIM database (assuming oracle):

SELECT propagation_rule FROM ctl_ud_to_ude_mapping WHERE upper(UD_KEY_NAME) = 'BOOKING';

If you get 'CALL' as the result, it is very likely that you want to update it to 'IRF' instead (if I understood correctly what you want).

Hope this helps

[upk_singhm]

Well my setup is returning 'PARTY'.

I'm unable to differentiate between the different options as well..

Thanks for the help.

[hsujdik]

If you have a test environment, I would suggest changing to IRF and give it a try. 'PARTY' stores the updates on the attach data for the IRF Fact, whereas IRF stores the latest value for the IRF Fact.

[upk_singhm]

And reiterating here with an example so you know what I want.

[table]
[tr]
[td]"Agent A >"[/td]
[td]"New IB Call1 >"[/td]
[td]"Blind Transfer to Route Point >"[/td]
[td]"Call Transfered >"[/td]
[td]"Disp Booking/New"[/td]
[/tr]
[tr]
[td]"Agent B >"[/td]
[td]"Transferred Call Received >"[/td]
[td]"Call Closed successfully >"[/td]
[td]"Disp Booking/Cancel."[/td]
[/tr]
[/table]

Now when I fetch the reports I get both the dispositions "Booking/New" and "Booking/Cancel" associated with the call that Agent B closed. Whereas the call of Agent A shows no disposition.

Hope this clarifies well what I want.

Thanks for all your help.

[hsujdik]

and does your ICON has the [custom-states] section configured?

For example,
[custom-states]
EventData = char,Booking
store-event-data = conf

This is needed for Info Mart to process "late data" that comes from EventUserEvent.