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RCo

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7.2 Preview Records getting queued but not in today'a campaign
« on: May 19, 2009, 03:07:42 PM »
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Here's a weird one: Just got a report from our call center that a record was retrieved in Preview mode that should not have been in today's campaign; I opened OCM and checked the calling list and that record does not appear - the dialing filter I use suppresses this record.  So how can a record be retreived by an agent if I can't see it in the calling list?

Our agents sometimes 'reject' or cancel records - does OCM hold these over and put them back in the queue the next day even if they are not in today's campaign?

We leave our preview campaigns turned on.

OCM 7.2
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Offline Fra

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Re: 7.2 Preview Records getting queued but not in today'a campaign
« Reply #1 on: May 20, 2009, 08:51:42 AM »
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    • OCM does not do automatically anything, it's just a GUI. Maybe you wanted to say 'OCS', the dialling engine. Questions:
    [list]
    [li]are you sure that nobody manually updates the records via OCM? [/li]
    [li]is there any treatment configured on that calling list?[/li]
    [li]you said "checked the calling list and that record does not appear - the dialing filter I use suppresses this record" - does it not appear in the calling list cause of a viewing filter or is not dialled cause of a dialling filter?[/li]
    [li]are you using different calling list against the same table access with different dialling filters?[/li]
    [/list]
    Fra
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    Offline victor

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    Re: 7.2 Preview Records getting queued but not in today'a campaign
    « Reply #2 on: May 22, 2009, 06:13:22 AM »
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    • First of all, have you checked T-Server log for that DN? It would tell you whether or not the record actually was sent or not. It will also will tell you which list and campaign it came from.

    From my experience so far, things like this usually happen because someone accidentally would re-import a calling list.
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    Offline Dale

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    Re: 7.2 Preview Records getting queued but not in today'a campaign
    « Reply #3 on: May 27, 2009, 09:47:51 AM »
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    • [quote author=Fra link=topic=4220.msg18784#msg18784 date=1242809502]
    OCM does not do automatically anything, it's just a GUI. Maybe you wanted to say 'OCS', the dialling engine. Questions:
    [list]
    [li]are you sure that nobody manually updates the records via OCM? [/li]
    [li]is there any treatment configured on that calling list?[/li]
    [li]you said "checked the calling list and that record does not appear - the dialing filter I use suppresses this record" - does it not appear in the calling list cause of a viewing filter or is not dialled cause of a dialling filter?[/li]
    [li]are you using different calling list against the same table access with different dialling filters?[/li]
    [/list]
    Fra
    [/quote]

    Just a point on this one, as it interests me.
    As the list is on OCS, then OCM is the GUI for OCS, in that respect? Where else can you look?
    Also, we have very complex dialling filters applied to our campaigns, and they remian on in OCM for most of the time, and if i saw a record come through that i couldnt see while the dialling filter was on in that campaign in OCM, then i would not expect it to have been pulled in preview...
    Is this wrong?
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