Submit New Intearction vs Create Interaction IRD blocks

[cavagnaro]

Hi guys
I have a curiosity on these 2 blocks, what are their aim and differences? How to use them? Can't find any documentation on them aside basic and generic descriptions.
Any idea where can I find samples on how to call them with full UserData needed?

[img width=539 height=480]http://i.imgur.com/tazg22S.png[/img]
[img]http://i.imgur.com/aQDMTpV.png[/img]

[terry]

To some (small) extent it is described in IRD help.
Main difference (up to my understanding) - one of them is request to Contact server (UCS) - it is just create record about interaction in UCS database.
Another one is request to Ixn Server - it will result "real" interaction that could be processed with some strategy (after Ixn server submit it to URS), etc.

Probably some eServices docs has more detailed information about it.

[cavagnaro]

Yeah, I have searched but no luck. Not even Genesys is able to answer correctly after a week...

[n3vek7]

Terry is correct. I've used the Create Interaction to create the current ixn in UCS DB (You'll see in the logs, as soon as you use this "create" step, it sends an ESP request to UCS). It needs to be done before updating or searching for contact in UCS.
The "New Interaction", I've never used it but I was told (by Genesys), it is to create the ixn in ixn server. I guess it's useful when using openmedia or some media not having a box in IRD.

[cavagnaro]

Yeah, I will do lab to see how it works but sometimes just getting tired to do reverse engineering to see how stuff works and not having all already documented as should be. Sometimes like now just don't have the time to play and need to do straight it straight away...
I am asking Genesys how to do it and after a week so far they sent me instructions on how to identify a contact via UCS... Not related at all but... We are moving forward right?


Enviado de meu E6633 usando Tapatalk

[hsujdik]

[quote author=cavagnaro link=topic=9727.msg44094#msg44094 date=1468852957]
I am asking Genesys how to do it and after a week so far they sent me instructions on how to identify a contact via UCS... Not related at all but... We are moving forward right?
[/quote]

I find it funny how Genesys always posts things like Customer Experience journey, Customer first, First Call Resolution, Gartner Leader and blablabla.... and when you need to call their contact center for help, things like that happen (not always, but I'd say most of the time for sure)

[cavagnaro]

Agree...sometimes is just frustrating...
They know nothing about their own products sometimes...


Enviado de meu E6633 usando Tapatalk

[n3vek7]

Can't disagree on that. Sadly, their marketing is taking over the technical engineer... GAX, Pulse, etc... better good looking than functional.. well, in my opinion

[cavagnaro]

I think I can resume my question as follows, on the Create Interaction, the User Data value, what KVPs does it need to have??
n3vek7 by any chance you have a working sample log??
Thanks!

[n3vek7]

[quote author=cavagnaro link=topic=9727.msg44100#msg44100 date=1468869172]
I think I can resume my question as follows, on the Create Interaction, the User Data value, what KVPs does it need to have??
n3vek7 by any chance you have a working sample log??
Thanks!
[/quote]

I don't have the logs because I did this where I used to work. I'm trying to get that strat with the step working.. I think it was some key starting by [b]_ [/b]that UCS needs (it may be contact attribute or something like that).. have you looked at UCS logs for ESP request from URS failing?

EDIT :
Do you have the sample from Genesys ? There's a strategy called "Identify Contact and create interaction".
It identifies the contact before creating the ixn in ucs. Have you try that? (I would try it but I don't have access to a multimedia environment at the moment)
I think this will help as UCS won't create ixn in his DB until it has a contact to associate the ixn to it.

[n3vek7]

@cavagnaro, were you able to use the create ixn in ucs step?

Here's what I did for the SMS Inbound strategy to insert the ixn in ucs;
[url=https://n3vek7.tinytake.com/sf/ODY5ODQ4XzM3NDkyMDk]https://n3vek7.tinytake.com/sf/ODY5ODQ4XzM3NDkyMDk[/url]
p.s. Result tab has "Attach outbound value"

[cavagnaro]

Hi n3vek7
Had to leave it for a while as got busy by another issues...
What is the content of that _smsText UData key?

[n3vek7]

[quote author=cavagnaro link=topic=9727.msg44230#msg44230 date=1469792798]
Hi n3vek7
Had to leave it for a while as got busy by another issues...
What is the content of that _smsText UData key?
[/quote]

_smsTest is only the text received form Genesys SMS Server