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1
Genesys CTI Technical Discussion / Re: How to call SCXML from IRD
« Last post by Kubig on Today at 05:31:58 PM »
Try to use this function in IRD "KVListFromJSON"
2
Genesys-related Development / Re: Sending KeepAlive message to TServer
« Last post by Kubig on Today at 04:54:19 PM »
For what purposes do you need the "keep-alive"? There is built-in mechanism which can be used for this purpose (ADDP)
3
Genesys CTI Technical Discussion / Re: How to call SCXML from IRD
« Last post by AK on Today at 04:54:04 PM »
Thanks Kubig for the response. I used the Web Service block in IRD. I can hit SCXML but the JSON response which i am getting is not getting handled properly. in IRD i used all the data types to handle this response. But may be its JSON Object it doesnt save in any variable and the value is blank in logs.

I will try to post some logs
4
Genesys CTI Technical Discussion / Re: Display all Emails in IWS
« Last post by Kubig on Today at 04:50:57 PM »
There are two levels for searching for interactions:

  • Interaction search as Cav mentioned
  • Interaction Queue management - there you can see interactions which are not currently routed to the agent and are in general on routing level
5
Genesys CTI Technical Discussion / Re: How to call SCXML from IRD
« Last post by Kubig on Today at 04:48:12 PM »
You can easily call ORS strategies via HTTP interface of ORS component - for more information follow the ORS documentation. Of course, you can "transfer" the interaction to the routing point or IQ where the ORS executed the logic.
6
Genesys CTI Technical Discussion / [OUTBOUND] Agent get error message (Cannot mark processed the outbound record:..
« Last post by hieutx on Today at 03:54:09 PM »
Hi everybody,
Pls give me some advise for this Error.

Scenario:
1. We started the campaign (progressive).
2. OCS makes outbound calls, Customer take the call, and require that donotcall again then End Call
3. Agent tick Donotcall and Mark Done
4. Then got this Error msg: Cannot mark processed the outbound record: Record has already been processed

When i change 2 options in OCS Application as below, Agent will switch not Not Ready whenever Mark call Done:
Code: [Select]
engaged_release_action = hard_not_ready
outbound_release_action = hard_not_ready
IWD logs:
Code: [Select]
17-10-20 13:09:08.373 [            33] INFO  ound.OutboundCommand - SetCallResultOutboundRecordCommand
17-10-20 13:09:08.373 [            33] DEBUG ound.OutboundCommand - SetCallResultOutboundRecordCommand : IsOutboundRecordReadOnly(found in command parameters) = false... go on
17-10-20 13:09:08.373 [            33] DEBUG boundRecordViewModel - [.Outbound.] SetCallResult... CanSetCallResult is granted and selected value ( = ANSWER) is not the same as record value ( = UNKNOWN) so use it as call result.
17-10-20 13:09:08.373 [            33] DEBUG boundRecordViewModel - [.Outbound.] SetCallResult... CallResult to set is NOT Unknown, set it to  : ANSWER
17-10-20 13:09:08.373 [            33] DEBUG boundRecordViewModel - [.Outbound.] SetCallResult... OutboundRecord.CallResult = ANSWER
17-10-20 13:09:08.374 [            33] DEBUG cture.ChainOfCommand - Execute of Chain of Command InteractionVoiceBeforeClose -> Name:RescheduleOutboundRecord Type:Genesyslab.Desktop.Modules.Outbound.Model.Interactions.RescheduleOutboundRecordCommand
17-10-20 13:09:08.374 [            33] INFO  ound.OutboundCommand - RescheduleOutboundRecordCommand
17-10-20 13:09:08.374 [            33] DEBUG ound.OutboundCommand - RescheduleOutboundRecordCommand : DoNotCall = true... Do not reschedule!
17-10-20 13:09:08.374 [            33] DEBUG cture.ChainOfCommand - Execute of Chain of Command InteractionVoiceBeforeClose -> Name:UpdateRecordCommand Type:Genesyslab.Desktop.Modules.Outbound.Model.Interactions.UpdateOutboundRecordCommand
17-10-20 13:09:08.374 [            33] INFO  ound.OutboundCommand - UpdateOutboundRecordCommand.Execute
17-10-20 13:09:08.374 [            33] DEBUG ound.OutboundCommand - UpdateOutboundRecordCommand : IsOutboundRecordReadOnly(found in command parameters) = false... go on
17-10-20 13:09:08.374 [            33] DEBUG boundRecordViewModel - UpdateRecord
17-10-20 13:09:08.374 [            33] DEBUG boundRecordViewModel - UpdateRecord... Do Not Call is true, so apply update on current record.
17-10-20 13:09:08.417 [.PCT.Invoker#6] DEBUG IWGMECallbackService - [.GMECallback.] EventHandlerTServerReceived... Ignoring event [EventACK]
17-10-20 13:09:08.417 [.PCT.Invoker#6] DEBUG .VoiceMail.VoiceMail - Event Received EventACK on Channel hc_sip01_pr
17-10-20 13:09:08.526 [            33] DEBUG boundRecordViewModel - OutboundService.UpdateRecord ERROR: No call found for the record handle
17-10-20 13:09:08.526 [.PCT.Invoker#6] DEBUG ound.CampaignManager - [HandleCampaignEvent ERROR (RefId: 0)] Name = 247_outbound_test, Code = 112, Message = No call found for the record handle
17-10-20 13:09:08.526 [.PCT.Invoker#6] DEBUG IWGMECallbackService - [.GMECallback.] EventHandlerTServerReceived... Ignoring non-relevant UserEvent (doesn't have the necessary AttributeExtensions / AttributeUserData)
17-10-20 13:09:08.526 [.PCT.Invoker#6] DEBUG .VoiceMail.VoiceMail - Event Received EventUserEvent on Channel hc_sip01_pr
17-10-20 13:09:08.526 [.PCT.Invoker#6] DEBUG .VoiceMail.VoiceMail - Event EventUserEvent Received  on Channel hc_sip01_pr
17-10-20 13:09:08.526 [.PCT.Invoker#6] DEBUG .VoiceMail.VoiceMail - End Event EventUserEvent Processing ...
17-10-20 13:09:08.526 [            34] DEBUG nd.IWOutboundService - OutboundEventHandler
17-10-20 13:09:08.527 [            34] DEBUG nd.IWOutboundService - OutboundEventHandler - Error
17-10-20 13:09:08.527 [            34] ERROR nd.IWOutboundService - Error message received by OCS: No call found for the record handle
17-10-20 13:09:08.527 [            33] DEBUG boundRecordViewModel - UpdateRecord...  Do Not Call is true, Now call Do Not Call on current record.
17-10-20 13:09:08.527 [             1] DEBUG ore.BroadcastManager - CreateMessage(BroadcastMessage)
17-10-20 13:09:08.527 [             1] DEBUG ore.BroadcastManager - CreateMessage from Alert (Type:BroadcastMessage)
MessageId      :MessageId00042
Alert.Severity :Warning
Alert.Id       :Outbound.OutboundRecord.UpdateRecordFail
Alert.Message  :Cannot update the outbound record: Record has already been processed..

17-10-20 13:09:08.527 [             1] DEBUG ws.ToasterController - broadcastManager_NewBroacastMessage(MessageId00042 BroadcastMessage)
17-10-20 13:09:08.527 [             1] DEBUG ws.ToasterController - RemoveMessageToaster()
17-10-20 13:09:08.527 [             1] DEBUG tructure.ViewManager - RemoveWindow(MessageId00041)
17-10-20 13:09:08.527 [            33] DEBUG cture.ChainOfCommand - Execute of Chain of Command InteractionVoiceBeforeClose -> Name:MarkProcessedOutboundChainCommand Type:Genesyslab.Desktop.Modules.Outbound.Model.Interactions.MarkProcessedOutboundChainCommand
17-10-20 13:09:08.527 [            33] INFO  ound.OutboundCommand - MarkProcessedOutboundChainCommand.Execute
17-10-20 13:09:08.527 [            33] DEBUG ound.OutboundCommand - MarkProcessedOutboundChainCommand : DoNotCall = true... Do not call MarkProcessed
17-10-20 13:09:08.527 [            33] DEBUG cture.ChainOfCommand - Execute of Chain of Command InteractionVoiceBeforeClose -> Name:RescheduleGMECallback Type:Genesyslab.Desktop.Modules.GMECallback.RescheduleGMECallbackInteractionCommand
17-10-20 13:09:08.527 [            33] INFO  k.GMECallbackCommand - RescheduleGMECallbackInteractionCommand
17-10-20 13:09:08.527 [            33] DEBUG ice.InteractionVoice - [.GMECallback.] [InteractionVoice: Id023/007602AE2FE1D095] IsCallFromGMECallback... GMECallbackSessionId =
17-10-20 13:09:08.527 [            33] DEBUG k.GMECallbackCommand - [.GMECallback.] RescheduleGMECallbackInteractionCommand... returns because interaction is not seen as GME Callback
17-10-20 13:09:08.527 [            33] DEBUG cture.ChainOfCommand - Execute of Chain of Command InteractionVoiceBeforeClose -> Name:SetGMECallbackDisposition Type:Genesyslab.Desktop.Modules.GMECallback.SetGMECallbackDispositionCommand
17-10-20 13:09:08.528 [            33] INFO  k.GMECallbackCommand - SetGMECallbackDispositionCommand
17-10-20 13:09:08.529 [             1] DEBUG tructure.ViewManager - RemoveAllViewsInRegion(..., ToasterMessageContentRegion)
17-10-20 13:09:08.531 [             1] INFO  ws.ToasterController - Add the message (MessageId00042 BroadcastMessage)
17-10-20 13:09:08.531 [             1] DEBUG tructure.ViewManager - InstantiateWindow(ToasterMessageWindow, MessageId00042)
17-10-20 13:09:08.531 [             1] DEBUG tructure.ViewManager - InstantiateDynamicViewInRegion(..., region: RootToasterRegion, view: ToasterMessageWindow, instantiateView: MessageId00042)
17-10-20 13:09:08.531 [             1] DEBUG sterMessageViewModel - ToasterMessageViewModel()
17-10-20 13:09:08.534 [             1] DEBUG tructure.ViewManager - InstantiateDynamicViewInRegion(..., region: ToasterMessageContentRegion, view: ToasterBroadcastMessageContentView, instantiateView: MessageId00042)
17-10-20 13:09:08.534 [             1] DEBUG sageContentViewModel - ToasterBoadcastMessageContentViewModel()
17-10-20 13:09:08.534 [             1] DEBUG cture.CommandManager - GetChainOfCommandByName(ToasterShowBroadcastMessage)
17-10-20 13:09:08.541 [             1] DEBUG ws.ToasterController - AddMessageToaster(MessageId00042)
17-10-20 13:09:08.541 [             1] DEBUG cture.CommandManager - GetChainOfCommandByName(ShowMessageToasterWindow)
17-10-20 13:09:08.541 [             1] DEBUG cture.ChainOfCommand - Start Execution of Chain of Command ShowMessageToasterWindow BroadcastMessage
CommandParameter
OCS log:
Code: [Select]
received from 65200(hc_sip01_pr)dc247sipv01:3000(fd=656) message EventReleased
AttributeCallState 0
AttributeCallType 3
AttributePropagatedCallType 3
AttributeCallID 16778365
AttributeConnID 007602ae2fe1d095
AttributeCallUUID 'C4RTB9F82T2TP88PFCM8JGN54000004L'
AttributeUserData [1687] 00 35 01 00..
'GSW_TZ_OFFSET' 25200
'GSW_PHONE' '0904716790'
'GSW_CALLING_LIST' '247_outbound_test'
'GSW_CAMPAIGN_NAME' '247_outbound_test'
'InteractionType' 'Outbound'
'InteractionSubtype' 'OutboundNew'
'GSW_RECORD_HANDLE' 7
'GSW_APPLICATION_ID' 168
'GSW_CAMPAIGN_GROUP_DBID' 105
'GSW_CALLING_LIST_DBID' 102
'GSW_SWITCH_DBID' 101
'GSW_CAMPAIGN_GROUP_NAME' '247_outbound_test@DC247_OUBOUND_TESTGRP'
'GSW_CAMPAIGN_GROUP_DESCRIPTION' ''
'GSW_CHAIN_ID' 12
'GSW_ATTEMPTS' 0
'GSW_AGENT_ID' ''
'GSW_CALL_RESULT' 28
'GSW_TZ_NAME' 'VST'
'GSW_CALL_ATTEMPT_GUID' '81LRT42T1P3DL7UJEF3540INTO000004'
'GSW_CONTACT_MEDIA_TYPE' 'voice'
'CallInfo' 'routed'
'GVP-Session-ID' 'D5D72684-4D22-42E7-C29C-E47FCB9CF9CF;gvp.rm.datanodes=2|1;gvp.rm.tenant-id=1_ACB_IVR_default'
'CallUUID' 'C4RTB9F82T2TP88PFCM8JGN54000004L'
'RVQID' ''
'RVQDBID' ''
'RTargetTypeSelected' '2'
'RTargetRuleSelected' ''
'RTargetObjectSelected' 'DC247_OUBOUND_TESTGRP'
'RTargetObjSelDBID' '106'
'RTargetAgentSelected' 'dungnk'
'RTargetAgSelDBID' '108'
'RTargetPlaceSelected' 'Place_1004'
'RTargetPlSelDBID' '108'
'RTenant' 'Environment'
'RTenantDBID' '1'
'CBR-actual_volume' ''
'CBR-Interaction_cost' ''
'CBR-contract_DBIDs' ''
'CBR-IT-path_DBIDs' ''
'RRequestedSkillCombination' ''
'RRequestedSkills'(list)
'RTargetRequested' 'DC247_OUBOUND_TESTGRP'
'CustomerSegment' 'default'
'ServiceType' 'default'
'ServiceObjective' ''
'RStrategyName' '3001_hc_outbound.default.defaultWorkflow'
'RStrategyDBID' '112'
'PegAGDC247_OUBOUND_TESTGRP' 1
'ContactId' '0000AaCWR9VH0097'
'GSIP_REC_FN' 'C4RTB9F82T2TP88PFCM8JGN54000004L_2017-10-20_06-08-51'
'GSIP_RECORD' 'ON'
'IW_BundleUid' 'd9e1da5f-b1b5-4abb-84b7-09895049257b'
'IW_CaseUid' '2f8152ec-80e2-41ae-bf49-5a3f22ab6897'
AttributeDNIS '0904716790'
AttributeThisDN '1004'
AttributeAgentID 'dungnk'
AttributeThisDNRole 1
AttributeThisQueue '3001'
AttributePartyUUID '4UAC6AO0P540R9C05E6S5BN1UC00016E'
AttributeOtherDN '0904716790'
AttributeOtherDNRole 2
AttributeExtensions [56] 00 02 00 00..
'OtherTrunkName' 'Trunk_to_HC_GW'
'BusinessCall' 1
AttributeTimeinSecs 1508479742 (13:09:02)
AttributeTimeinuSecs 852000
AttributeEventSequenceNumber 000000000000364a
13:09:02.836 Trc 50002 TEvent: EventReleased
13:09:02.836 OCSEvent[382]::EventReleased(Answer,CallTypeOutbound)
TrTServer[118`hc_sip01_pr]
DN[163`1004]Extension
Agent[108`Place_1004]
{
Agent[108`Place_1004]::EventReleased {
AgentOutbound[7:7602ae2fe1d095]::EventReleased {
CallDesktop[7:TO000004]::EventReleased {
CallParty[108]::EventReleased {
}
CallProgressor[7:TO000004]::EventReleased {
CallProgressor[7:TO000004]::EventReleased{
FTCcall[118:19]::EventReleased
[GOMessageType] EventGOSnapshotData
Attr GOLibAttrProtocolID [int]: 72AB62E3
Attr GOLibAttrReportData [TKVList]
0 ("Type"=13,"Val"=13946,"CAGUID"="81LRT42T1P3DL7UJEF3540INTO000004","ChGUID"="48AT927DJP6UTFOKLMQ972G6TK000007","CSGUID"="AR23GO6RHP6T1BS9U092IIV1N8000003")
TotMet 1
SwID 101
ProvID 168
Attr GOLibAttrEventNum [long]: 38
Attr GOLibAttrTimestamp [long]: 1508479742836
[GOMessageType] EventGOSnapshotData
Attr GOLibAttrProtocolID [int]: 72AB62E3
Attr GOLibAttrReportData [TKVList]
0 ("Type"=13,"Val"=13946,"CAGUID"="81LRT42T1P3DL7UJEF3540INTO000004","ChGUID"="48AT927DJP6UTFOKLMQ972G6TK000007","CSGUID"="AR23GO6RHP6T1BS9U092IIV1N8000003")
TotMet 1
SwID 101
ProvID 168
Attr GOLibAttrEventNum [long]: 38
Attr GOLibAttrTimestamp [long]: 1508479742836
option::log_call_stats = false {Application[168`hc_ocs01_pr]}
option::dial_log_destination = '' {CallingList[102`247_outbound_test] -> Application[168`hc_ocs01_pr]}
option::ivr_record_processed = false {CampaignGroup[105`247_outbound_test@DC247_OUBOUND_TESTGRP] -> Application[168`hc_ocs01_pr]}; <default>: not configured
option::record_processed = true {CampaignGroup[105`247_outbound_test@DC247_OUBOUND_TESTGRP] -> Application[168`hc_ocs01_pr]}
}
}
}
option::outbound_release_action = soft_previous {Switch[101`DC247_SWITCH_01] -> Application[168`hc_ocs01_pr]}
}
}
}

13:09:02.844 STAT_EVENT SEventCurrentTargetState_TargetUpdated was received for Campaign Sessions: 105
    nAgentDBID: 108    , pszAgentID: dungnk,
    nPlaceDBID: 108    , pszPlaceID: Place_1004,
            DN: 1004, RealDN: 1004, Extension, CallOutbound, nActions 0:
    pExtension: AGENT_VOICE_MEDIA_STATUS - CallOutbound
    pExtension:       VOICE_MEDIA_STATUS - CallOutbound
pMediaCapacity:  2 medias:
MediaType: chat, nCurrentInteractions: 0, nMaxInteractions: 3, nCurrentMargin: 0
MediaType: voice, nCurrentInteractions: 1, nMaxInteractions: 1, nCurrentMargin: 0

AgentManager::targetUpdated: Update received: Person 'dungnk'[108] was updated for Session '247_outbound_test@DC247_OUBOUND_TESTGRP'[105].
Agent[108`Place_1004]::processing TargetStateInfo: CallOutbound {
Agent[108`Place_1004]::StatDispatch EventEstablished {
AgentSession[105`247_outbound_test@DC247_OUBOUND_TESTGRP]::EventEstablished {

13:09:02.844 PAEventInfo (ContactInfo):
OwnerSessionDBID: 105; OriginSessionDBID: 105;
CallType:  PA_CallUnknown; StatType: PA_StatAgentBusy;
RecHandle: 0; CallID: 0;
PlaceDBID: 108; CallResult: 0;
}
}
}

13:09:02.844 STAT_EVENT SEventCurrentTargetState_TargetUpdated was received for Campaign Sessions: 105
    nAgentDBID: 108    , pszAgentID: dungnk,
    nPlaceDBID: 108    , pszPlaceID: Place_1004,
            DN: 1004, RealDN: 1004, Extension, AfterCallWork, nActions 0:
    pExtension: AGENT_VOICE_MEDIA_STATUS - AfterCallWork
    pExtension:       VOICE_MEDIA_STATUS - AfterCallWork
pMediaCapacity:  2 medias:
MediaType: chat, nCurrentInteractions: 0, nMaxInteractions: 3, nCurrentMargin: 0
MediaType: voice, nCurrentInteractions: 0, nMaxInteractions: 1, nCurrentMargin: 0

AgentManager::targetUpdated: Update received: Person 'dungnk'[108] was updated for Session '247_outbound_test@DC247_OUBOUND_TESTGRP'[105].
Agent[108`Place_1004]::processing TargetStateInfo: AfterCallWork {
Agent[108`Place_1004]::StatDispatch EventAgentAfterCallWork {
AgentSession[105`247_outbound_test@DC247_OUBOUND_TESTGRP]::EventAgentAfterCallWork {

13:09:02.844 PAEventInfo (ContactInfo):
OwnerSessionDBID: 105; OriginSessionDBID: 105;
CallType:  PA_CallUnknown; StatType: PA_StatAgentBusyACW;
RecHandle: 0; CallID: 0;
PlaceDBID: 108; CallResult: 0;
13:09:02.844 PA Agent Info:
OwnerDBID: 105; OriginDBID: 0; RecHandle: 7; ConnID: ; PlaceDBID: 108; AgentDBID: 108; Agent/Place: dungnk
CurrentStatType: AgentBusyACW; CallType: Outbound; NotAvailableFlag: 0; 
StatType Durations:
       AgentBusy   11.62
       AgentBusyACW    0.00
       AgentReady   51.70
       AgentRingOrDial   25.43
}
}
}

13:09:03.003 PA Session Info:
OwnerDBID: 105; Campaign DBID: 102; Group DBID: 106; Name: 247_outbound_test@DC247_OUBOUND_TESTGRP;
Mode: Progressive; Status: Running; WorkTime: 51;
Optimization: Busy Factor; Goal: 80; ProgressiveFlag: 1;
CPD Ports: 5; Free Ports: 5;
Static Port Allocation; Options - Number of CPD Ports: 5; ASM Channel Num: 0;
Estimated Ports: Dial=    0.0;
Safe Dialing: OK
Blending - Agents: 0; Status: All Inbound;
Timeout - Dial: 120; Handle: 1800; Consider: 1800;
Max Overdial:  0.00;
Calls predicted: 0; Engage calls predicted: 0; Algorithm:  Classical
Expected: Busy Factor= 1.000; Abandon Rate= 0.000; Wait Time=   0.00;
Real:                  0.500;               0.000;             40.08;
Current for  20 min:   0.500;               0.000;             40.08; (unreliable)
Agents/Places - Total: 1; Ready: 0; Engaged: 0; BusyOut: 0; BusyInB: 0;
BusyPaper: 1; BusyUnk: 0; BusyRingOrDial: 0; NotAvail: 0;
CheckedOut: 0;
Calls Engaging - Dialed: 0;
Calls Outbound - Dialed: 0; Queued: 0; Established: 1;
Calls Inbound  - Queued: 0; Established: 0;
Hit Ratio: 1.0000; Option Min:  5.00%; CallsNumber: 1;
Durations - Out:  0.00; In:  0.00; Total:  0.00; Dial: 30.23; Contact: 16.29; NoContact:  0.00; Engage:  0.00; ACW:  0.00; Delay:  0.00;
Traffic   - Out: 0.085; In: 0.000;
Outbound Calls - TotalDialed: 1; Established: 1; Completed: 0;
NoContact: 0; NoContactAM: 0; Abandoned: 0; Cleaned: 0; Removed: 0; Removed_AM: 0;

13:09:03.3 LCA perf counters {
SysInfo
vmsize: 20123648
pctcpu: 0.000000
}

13:09:05.861 STAT_EVENT SEventCurrentTargetState_TargetUpdated was received for Campaign Sessions: 105
    nAgentDBID: 108    , pszAgentID: dungnk,
    nPlaceDBID: 108    , pszPlaceID: Place_1004,
            DN: 1004, RealDN: 1004, Extension, WaitForNextCall, nActions 0:
    pExtension: AGENT_VOICE_MEDIA_STATUS - WaitForNextCall
    pExtension:       VOICE_MEDIA_STATUS - WaitForNextCall
pMediaCapacity:  2 medias:
MediaType: chat, nCurrentInteractions: 0, nMaxInteractions: 3, nCurrentMargin: 3
MediaType: voice, nCurrentInteractions: 0, nMaxInteractions: 1, nCurrentMargin: 1

AgentManager::targetUpdated: Update received: Person 'dungnk'[108] was updated for Session '247_outbound_test@DC247_OUBOUND_TESTGRP'[105].
Agent[108`Place_1004]::processing TargetStateInfo: WaitForNextCall {
Agent[108`Place_1004]::StatDispatch EventAgentReady {
AgentOutbound[7:0]::EventAgentReady {
CallDesktop[7:TO000004]::EventAgentReady {
CallParty[108]::EventAgentReady {
Agent[108`Place_1004]::RequestClearCall {
AgentOutbound[7:0]::RequestClearCall {
}
}
}
CallProgressor[7:TO000004]::EventAgentReady {
CallProgressor[7:TO000004]::EventAgentReady{
Call[7:TO000004]::Finalizing, call state: Answer
13:09:05.861 Trc 50071 Send UserEvent
request to 65200(hc_sip01_pr) message RequestDistributeUserEvent
AttributeUserData [279] 00 0b 01 00..
'GSW_STAT_EVENT' 14
'GSW_CAMPAIGN_DBID' 102
'GSW_CALL_LIST_DBID' 102
'GSW_GROUP_DBID' 106
'GSW_AGENT_DBID' 108
'GSW_CALL_RESULT' 33
'GSW_CAMPAIGN_COMPLETE' 2
'GSW_LIST_COMPLETE' 0
'GSW_DIAL_MODE' 2
'GSW_APPLICATION_ID' 168
'GSW_SCHED_REC_NUM' 0
AttributeCommunicationDN 'Communication DN'
..sent to dc247sipv01:3000(fd=656)
13:09:05.861 Trc 50071 Send UserEvent
request to 65200(hc_sip01_pr) message RequestDistributeUserEvent
AttributeUserData [279] 00 0b 01 00..
'GSW_STAT_EVENT' 15
'GSW_CAMPAIGN_DBID' 102
'GSW_CALL_LIST_DBID' 102
'GSW_GROUP_DBID' 106
'GSW_AGENT_DBID' 108
'GSW_CALL_RESULT' 33
'GSW_CAMPAIGN_COMPLETE' 2
'GSW_LIST_COMPLETE' 0
'GSW_DIAL_MODE' 2
'GSW_APPLICATION_ID' 168
'GSW_SCHED_REC_NUM' 0
AttributeCommunicationDN 'Communication DN'
..sent to dc247sipv01:3000(fd=656)
option::dial_log_destination = '' {CallingList[102`247_outbound_test] -> Application[168`hc_ocs01_pr]}
option::dial_log_destination = '' {CallingList[102`247_outbound_test] -> Application[168`hc_ocs01_pr]}
Call[7:TO000004]::Deleting chained calls {
Call[7:TO000004]::Deleting call{
CallDesktop[7:TO000004]::RequestClearCall {
}
}
}
[GOMessageType] EventGOReportingData
Attr GOLibAttrProtocolID [int]: 72AB62E3
Attr GOLibAttrReportData [TKVList]
EvtCode EventOCSChainProcessed
ProvID 168
SwID 101
GrpID 106
CmpID 102
LstID 102
ChID 12
CSGUID AR23GO6RHP6T1BS9U092IIV1N8000003
ChGUID 48AT927DJP6UTFOKLMQ972G6TK000007
Cause GOCauseChainProcessingDone
AgID 108
DNID 163
Attr GOLibAttrEventNum [long]: 39
Attr GOLibAttrTimestamp [long]: 1508479745861
[GOMessageType] EventGOReportingData
Attr GOLibAttrProtocolID [int]: 72AB62E3
Attr GOLibAttrReportData [TKVList]
EvtCode EventOCSChainProcessed
ProvID 168
SwID 101
GrpID 106
CmpID 102
LstID 102
ChID 12
CSGUID AR23GO6RHP6T1BS9U092IIV1N8000003
ChGUID 48AT927DJP6UTFOKLMQ972G6TK000007
Cause GOCauseChainProcessingDone
AgID 108
DNID 163
Attr GOLibAttrEventNum [long]: 39
Attr GOLibAttrTimestamp [long]: 1508479745861
[GOMessageType] EventGOReportingData
Attr GOLibAttrProtocolID [int]: 72AB62E3
Attr GOLibAttrReportData [TKVList]
EvtCode EventOCSChainFinalized
ProvID 168
SwID 101
GrpID 106
CmpID 102
LstID 102
ChID 12
CSGUID AR23GO6RHP6T1BS9U092IIV1N8000003
ChGUID 48AT927DJP6UTFOKLMQ972G6TK000007
Cause GOCauseChainGoalReached
Attr GOLibAttrEventNum [long]: 40
Attr GOLibAttrTimestamp [long]: 1508479745861
[GOMessageType] EventGOReportingData
Attr GOLibAttrProtocolID [int]: 72AB62E3
Attr GOLibAttrReportData [TKVList]
EvtCode EventOCSChainFinalized
ProvID 168
SwID 101
GrpID 106
CmpID 102
LstID 102
ChID 12
CSGUID AR23GO6RHP6T1BS9U092IIV1N8000003
ChGUID 48AT927DJP6UTFOKLMQ972G6TK000007
Cause GOCauseChainGoalReached
Attr GOLibAttrEventNum [long]: 40
Attr GOLibAttrTimestamp [long]: 1508479745861
UpdateRecord Handle:7 ChainID:12 ChainNum:0
13:09:05.861 CM_DBCallRecord(102-102-106): DBServer 'bd_ocsdb_bk for 247_outbound_test (552)' SQL:  update outbound set call_result=33,agent_id='dungnk',call_time=1508479700,record_type=2,record_status=3,attempt=1,switch_id=101  where chain_id=12 and chain_n=0 [ReqID=280]
option::update_all_records = false {CallingList[102`247_outbound_test] -> Application[168`hc_ocs01_pr]}
13:09:05.861 CM_DBCallRecordChain(102-102-106): DBServer 'bd_ocsdb_bk for 247_outbound_test (552)' SQL: update outbound set record_status = 1 where chain_id = 12 and record_status = 2 and chain_n != 0 [ReqID=281]
13:09:05.861 CM_DBCampaign:102 ProcessChain ChainID=12 GroupDBID:106 Records:3 Chains:2 OnTimer:0 AtWork:0
7
Genesys-related Development / Re: IWS-Related Development: How to invoke the Interaction Window
« Last post by Ali on Today at 02:40:57 PM »
You're absolutely right. However, this is what the "customer" wants. The Interaction Window will invoke the banking application's user interface, which requires additional license per session.

I've figured out a way and today I will go ahead and test it. If it will be successful, I will inform all of you regarding what I did.

Cheers!
8
Genesys CTI Technical Discussion / How to call SCXML from IRD
« Last post by AK on Today at 12:48:56 PM »
Hi Experts,

can you please let me know how I can call the SCXML flows from IRD?
My requirement is that from my IRD strategy  I need to execute SCXML flows, which will return some values. The value returned will be a JSON object.

How can i handle that ? Any suggestions ?

Thanks
9
Genesys CTI Technical Discussion / Re: DN Registration
« Last post by hsujdik on Today at 04:30:20 AM »
Unfortunately, there is no such report. You can use CCPulse or a custom application connecting to Stat Server through PSDK to see for how long a DN is in state "Monitored" or "Logged Out". But this timer is reset every time you restart Stat Server.

If you have Genesys Info Mart, you can query on GIDB_GX_SESSION_ENDPOINT_V table. It will contain one record every time an agent logs in at one DN. But this table will only contain data as old as days-to-keep-gidb-facts option on gim-etl section of your GIM application. So you can see exactly the opposite: which "Extension"/"ACD Position" DNs are being used. Same thing can be obtained on ICON Database on table GX_SESSION_ENDPOINT.

You can also run the following query on GIM database which will give you a clue on Extensions that have had the oldest State changes. It will give you data as old as days-to-keep-gim-facts option in gim-etl section:

select r.resource_name, r.switch_name, max(dt.label_yyyy_mm_dd_hh24_30mi) from sm_res_state_fact srsf
inner join resource_ r on r.resource_key = srsf.primary_media_resource_key
inner join date_time dt on dt.date_time_key = srsf.start_date_time_key
where r.resource_type_code != 'NONE'
and srsf.active_flag = 0
group by r.resource_name, r.switch_name
order by 3 asc
10
Genesys CTI Technical Discussion / Re: Display all Emails in IWS
« Last post by vjicecool on Today at 04:13:12 AM »
Quote from: cavagnaro on Today at 03:18:39 AM
Yes, enable the interaction search on WDE in your role.


Enviado de meu E6633 usando Tapatalk

for eservices we have two roles one for agent and one for supervisor
i see an option for interactionworkspace.contact.cansearchallinteraction
value = 1

but i don't see an option for display or an action to display
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