Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Tambo on July 27, 2017, 02:51:40 PM
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Hi All,
i require a way to apply a treatment (or similar) to a call that has a 'call_result' of 'Answer' but agent has had to 'dispose' it as 'AMD' (call it a false positive type of call)
I need this call to be treated the same as an automated 'AMD' which is normally based on the 'call_result' not the 'Disp_Code'
I am sure that i have missed the clear and easy answer because i'm trying to make it difficult for myself.
any help is appreciated.
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For treatments to be applied when the agent supplies the call result, you need to send the key value pair GSW_TREATMENT (RecordTreatPersonal|RecordTreatCampaign) in RecordProcessed.
That much is documented in the Outbound Reference Manual.
How you do that will depend upon the desktop that you are using. If you are using WDE then all you need to do is set the option outbound.treatment-mode to either personal or campaign depending upon whether you want the records rescheduled by a treatment to be handled by the same agent who dealt with it or by any agent. For any other desktop you would have to talk to your desktop developer.
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it is currently set at 'Campaign' and has always been.
this sets the call_result based on the automated outcome, the agents disposition code has no bearing on this as it stands.
is there something i'm missing ??
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Are you updating the call result in WDE like this ?
[img]https://s2.postimg.org/thsbmq4sp/disp.png[/img]
or doing something else?
And do you get any errors when the agent marks the record as done ?
It would help if you could include a log snippet, at least from RecordProcessed to RecordProcessedAcknowledged
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Hi,
yes we apply it this way, but that is for call result which we have treatments for. Log below........
as you can see call_result = 33 (answered) is applied to the call but disposition_code = 'THIRD PARTY' isn't seen as a call_reult
received from 65200(SIP_SERVER_1_DC1_P)gen_sip_srv1_ipcc_prod_dc1:7017(fd=10) message EventUserEvent
AttributeReferenceID 215
AttributeUserEvent EventUserEvent
AttributeThisDN '60290'
AttributeUserData [944] 00 22 01 00..
'GSW_APPLICATION_ID' 123
'GSW_CAMPAIGN_NAME' 'COLLECTIONS_CMP_DC1'
'GSW_CALLING_LIST' 'COLLECTIONS_CL_1_DC1'
'GSW_RECORD_HANDLE' 6307195
'GSW_CALL_RESULT' 33
'GSW_PHONE' ''
'GSW_PHONE_TYPE' 0
'Date of Birth' ''
'Days in Contract' ''
'Amount Collected' '0'
'Billing Account' ''
'TITLE' ''
'Forename' ''
'Middle Name' '0'
'Surname' ''
'Current Balance' ''
'Call Stage' ''
'Postcode' ''
'Security Que 1' 'Mem Name'
'Security Que 2' 'Mem Place'
'Memorable Name' 'to be collected'
'Memorable Place' 'to be collected'
'Goneaway Flag' '0'
'Customer Type' 'Consumer - Customer'
'Auth Contact First Name' '0'
'Auth Contact Surname' '0'
'Auth Contact Mem Name' '0'
'Auth Contact Mem Place' '0'
'Disposition Code' 'THIRD PARTY'
'IXN_CONNID' '0089029A9B739C38'
'campaign_id' 277
'MSISDN' ''
'GSW_TREATMENT' 'RecordTreatCampaign'
'GSW_AGENT_REQ_TYPE' 'RecordProcessed'
AttributeTimeinSecs 1494492618 (09:50:18)
AttributeTimeinuSecs 434007
AttributeEventSequenceNumber 000000000d8a73cb
09:50:18.435 Trc 50002 TEvent: EventUserEvent
09:50:18.435 OCSEvent[114979741]::EventUserEvent(RecordProcessed)
TrTServer[137`SIP_SERVER_1_DC1_P]
DN[33419`60290]Extension
Agent[27497`80290]
{
CallDesktop[6307195:ES05CG3H]::EventUserEvent {
CallParty[27497]::EventUserEvent {
CallProgressor[6307195:ES05CG3H]::EventUserEvent {
CallProgressor[6307195:ES05CG3H]::EventUserEvent{
09:50:18.435 PAEventInfo (ContactInfo):
OwnerSessionDBID: 298; OriginSessionDBID: 298;
CallType: PA_CallOutbound; StatType: PA_StatRealCallResult;
RecHandle: 6307195; CallID: 0;
PlaceDBID: 27497; CallResult: 33;
09:50:18.435 PA Outbound Call Info:
OwnerDBID: 298; OriginDBID: 298; RecHandle: 6307195;
CurrentStatType: AgentBusy; State: OutCallSuccess; CPDCompletedFlag: 1; CompletedFlag: 0; CallResult: 0;
StatType Durations:
CallDialed 72.32
AgentBusy 56.43
::CampaignGroup[298`COLLECTIONS_CMP_DC1@COLLECTIONS_VAG].record_save_intermediate_results = true
UpdateRecord Handle:6307195 ChainID:115053917 ChainNum:
FTCcall[137:32091]::EventUserEvent
CampaignDBID:277 GroupDBID:599 DialLog() Handle:6307195 ActionCode:14
Call[6307195:ES05CG3H]::Processed with treatment: RecordTreatCampaign
Call[6307195:ES05CG3H]::Applying treatment
09:50:18.436 Trc 50071 Send UserEvent
request to 65200(SIP_SERVER_1_DC1_P/SIP_SERVER_2_DC1_B) message RequestDistributeUserEvent
AttributeUserData [279] 00 0b 01 00..
'GSW_STAT_EVENT' 14
'GSW_CAMPAIGN_DBID' 277
'GSW_CALL_LIST_DBID' 470
'GSW_GROUP_DBID' 599
'GSW_AGENT_DBID' 5457
'GSW_CALL_RESULT' 33
'GSW_CAMPAIGN_COMPLETE' 10928
'GSW_LIST_COMPLETE' 748
'GSW_DIAL_MODE' 4
'GSW_APPLICATION_ID' 123
'GSW_SCHED_REC_NUM' 0
AttributeCommunicationDN 'com_dc1_dn'
..sent to gen_sip_srv1_ipcc_prod_dc1:7017(fd=10)
CampaignDBID:277 GroupDBID:599 DialLog() Handle:6307195 ActionCode:12
[GOMessageType] EventGOReportingData
Attr GOLibAttrProtocolID [int]: 72AB62E3
Attr GOLibAttrReportData [TKVList]
EvtCode EventOCSChainProcessed
ProvID 123
SwID 101
GrpID 599
CmpID 277
LstID 470
ChID 115053917
CSGUID 00H9PD3AT4CCR8ADUO6AHG5AES00009H
ChGUID 00HB5K3AT4CCR8ADUO6AHG5AES05T35D
Cause GOCauseChainEventRecordProcessed
ClRes 33
Recs
AgID 5457
DNID 33419
Attr GOLibAttrEventNum [long]: 29730850
Attr GOLibAttrTimestamp [long]: 1494492618436
[GOMessageType] EventGOReportingData
Attr GOLibAttrProtocolID [int]: 72AB62E3
Attr GOLibAttrReportData [TKVList]
EvtCode EventOCSChainUnloaded
ProvID 123
SwID 101
GrpID 599
CmpID 277
LstID 470
ChID 115053917
CSGUID 00H9PD3AT4CCR8ADUO6AHG5AES00009H
ChGUID 00HB5K3AT4CCR8ADUO6AHG5AES05T35D
Cause GOCauseChainNoMoreTreatments
Recs ("6307195"=("104"="2","105"="3","106"="33","107"="1","121"=""))
Attr GOLibAttrEventNum [long]: 29730851
Attr GOLibAttrTimestamp [long]: 1494492618436
UpdateRecord Handle:6307195 ChainID:115053917 ChainNum:1
09:50:18.436 CM_DBCallRecordChain(470-277-599): DBServer 'OCS_DBSERVER_1_DC1_P for COLLECTIONS_CL_1_DC1 (22)' SQL: update COLLECTIONS_TA_1 set record_status = 1 where chain_id = 115053917 and record_status = 2 and chain_n != 1 [ReqID=23338974]
CM_DBCampaign:277 ProcessChain ChainID=115053917 GroupDBID:599 Records:405 Chains:404 OnTimer:0 AtWork:49
Call[6307195:ES05CG3H]::no treatment for the call result
CampaignDBID:277 GroupDBID:599 DialLog() Handle:6307195 ActionCode:11
09:50:18.437 Trc 50071 Send UserEvent
request to 65200(SIP_SERVER_1_DC1_P/SIP_SERVER_2_DC1_B) message RequestDistributeUserEvent
AttributeUserData [279] 00 0b 01 00..
'GSW_STAT_EVENT' 15
'GSW_CAMPAIGN_DBID' 277
'GSW_CALL_LIST_DBID' 470
'GSW_GROUP_DBID' 599
'GSW_AGENT_DBID' 5457
'GSW_CALL_RESULT' 33
'GSW_CAMPAIGN_COMPLETE' 10928
'GSW_LIST_COMPLETE' 748
'GSW_DIAL_MODE' 4
'GSW_APPLICATION_ID' 123
'GSW_SCHED_REC_NUM' 0
AttributeCommunicationDN 'com_dc1_dn'
..sent to gen_sip_srv1_ipcc_prod_dc1:7017(fd=10)
Call[6307195:ES05CG3H]::Deleting chained calls {
Call[6307195:ES05CG3H]::Deleting call{
CallDesktop[6307195:ES05CG3H]::RequestClearCall {
CallParty[27497]::RequestClearCall {
Agent[27497`80290]::RequestClearCall {
AgentOutbound[6307195:0]::RequestClearCall {
}
}
}
}
}
09:50:18.437 Trc 50071 Send UserEvent
request to 65200(SIP_SERVER_1_DC1_P/SIP_SERVER_2_DC1_B) message RequestDistributeUserEvent
AttributeUserData [222] 00 06 00 00..
'GSW_CALLING_LIST' 'COLLECTIONS_CL_1_DC1'
'GSW_CALL_RESULT' 33
'GSW_CAMPAIGN_NAME' 'COLLECTIONS_CMP_DC1'
'GSW_RECORD_HANDLE' 6307195
'GSW_APPLICATION_ID' 123
'GSW_USER_EVENT' 'RecordProcessedAcknowledge'
AttributeCommunicationDN '60290'
..sent to gen_sip_srv1_ipcc_prod_dc1:7017(fd=10)
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I believe there's a number of things getting mixed up here.
- A treatment is always and only triggered if there's a treatment configured (duh!) on a Genesys call_result; if you need a call back following a Record Processed event with call_result = 33, then you need a treatment for call_result = answered.
- A disposition code, or business outcome / call result, has no meaning whatsoever for OCS, let alone a potential further treatment: OCS will look only at whether there is a treatment configured for a specific call_result.
So if you need to trigger a treatment for false positive AMD handled by an agent, you need to ensure that:
a. your agent desktop sends a call_result = AMD (or whatever else you find appropriate)
b. you have a treatment configured for that call result
c. attach the GSW_TREATMENT flag, alongside a disposition_code if you need it, in the Record Processed event sent to OCS by your agent desktop when the call is wrapped up.
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thanks Fra that's what i thought, but was hoping someone had devised a way of using dispositions :(