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Olivia

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VTO and attached data
« on: January 01, 1970, 12:00:00 AM »
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I have used Genesys VTO to attach data many times and have not had problems. Suddenly with a new call center I am setting up I find that the attached data gets saved very sporadically. Has anyone else experienced that problem? I am trying to track all menu options pressed in the VTO so I have attached data at nearly every menu option. In the log files I can see that the attched data is used. It all gets listed in the Tserver log and the call concentrator log. But only some of that attached data actually gets saved to the EVDATA table. Some of it does not get saved. It seems very strange because as I said, you can see all the attached data in the log files.

If anyone has experienced anything similar, please let me know.
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Vic

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VTO and attached data
« Reply #1 on: January 01, 1970, 12:00:00 AM »
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    • We have encountered a similar problem with EVREFEX table.
    I think CCon records attach data once per a single leg of a call. So, if your parameters change their value more than once in a single leg, chances are you will only get the last value attached to that parameters recorded in your EVDATA...

    What prompted you to use EVDATA? What are the benefits of using EVDATA as opposed to EVREFEX?
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    Rick

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    VTO and attached data
    « Reply #2 on: January 01, 1970, 12:00:00 AM »
    You are correct, Vic, in that Call Concentrator only writes to the DB once per User Data field per call leg. If the value of the User Data field is updated more than once during the call leg, the value that will be written to the database is the last one.

    EVDATA differs from EVREFEX in that each User Data field has it's own EVDATA record, so there are ususally many EVDATA records in the database per connid. EVREFEX consolodates all User Data attached to a connid into one database record. EVREFEX also allows you to define custom User Data fields that will be stored in the database.
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    Olivia

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    VTO and attached data
    « Reply #3 on: January 01, 1970, 12:00:00 AM »
    Thanks Rick and Vic. I think you are right that we would be better off using EVREFX. Unfortunately when we started we didn't know what would be better and Genesys PS set us up that way. Now we have so many reports depending on EVDATA that we are stuck.

    thanks
    olivia
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    Jeff

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    VTO and attached data
    « Reply #4 on: January 01, 1970, 12:00:00 AM »
    Olivia,

    why don't you change to EVREFEX? You do not need Genesys PS for that. Just check with your Genesys VAR first if they will support it. I don't think there is a single reason to use EVDATA. Genesys added EVREFEX as an after hought, after realizing that EVDATA, EVREF simply is way too troublesome.
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