Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: gen_den on March 08, 2018, 12:59:07 PM

Title: Who creates the Interaction ID
Post by: gen_den on March 08, 2018, 12:59:07 PM

hi Experts,

I have very basic question:

When Email or chat interaction arrives in Genesys which component is responsible for creating Interaction ID.
My understanding is it's UCS which creates the interaction and returns to Email or Chat server which in turn submit it to Interaction Server for further processing.

Is this Correct  guys?

Title: Re: Who creates the Interaction ID
Post by: cavagnaro on March 08, 2018, 01:31:07 PM

No, it is IXN who creates the interaction ID when the Chat or Email sends it to it. UCS later acknowledges this and works as storage.

Title: Re: Who creates the Interaction ID
Post by: gen_den on March 08, 2018, 01:38:37 PM

But in logs of Interaction server , we cannot see any message exchange between IXN & Chat for creating Interaction ID.?
But between Chat & UCS there is a exchange of message to create Interaction ID.

Title: Re: Who creates the Interaction ID
Post by: cavagnaro on March 08, 2018, 01:52:26 PM

You are totally right! UCS does generate the IXN_ID and sends it later to client and then this client sends it to IXN...
My bad

Title: Re: Who creates the Interaction ID
Post by: gen_den on March 08, 2018, 02:03:29 PM

Thanks Cav for the quick response. In that case Chat and Email cannot work without UCS RIght?
I assume this is correct for all the multimedia interaction  whether its Chat, Email, SMS or Social Messaging Interaction.

Title: Re: Who creates the Interaction ID
Post by: cavagnaro on March 08, 2018, 02:44:23 PM

Oh yes, if you try to start them without UCS they will fail and show that in logs, that UCS connection is missing

Title: Re: Who creates the Interaction ID
Post by: gen_den on March 08, 2018, 03:02:47 PM

Thanks Cav for clarification :)

Title: Re: Who creates the Interaction ID
Post by: victor on March 09, 2018, 03:17:42 AM

[quote author=AK link=topic=10896.msg49469#msg49469 date=1520516317]
But in logs of Interaction server , we cannot see any message exchange between IXN & Chat for creating Interaction ID.?
But between Chat & UCS there is a exchange of message to create Interaction ID.
[/quote]

You will see it in your UCS logs. Plain and simple.

Title: Re: Who creates the Interaction ID
Post by: gen_den on March 09, 2018, 10:51:34 AM

Guys,

But it seems not true for Social Media Interaction.
When you send Tweet or FB interaction , you can see a message going to Interaction server for Inserting Interaction in IXN DB.
And after that i can see Interaction ID Generated in Social Messaging Logs.

No traces of this Interaction in UCS DB. UCS DB only gets the request to Identify the Contact depending on First Name and Last name and Email Address.

Strange I thought in this too UCS creates the interaction ID. Has Anyone noticed the same?  Please correct me if I am wrong.
Also i think same stands for SMS interaction also.

Title: Re: Who creates the Interaction ID
Post by: gen_den on March 09, 2018, 11:06:20 AM

but if you look at the Chat and Email server logs, it doesn't look like that.

Email/Chat server submit the Interaction to Queue once they have Interaction ID generated by UCS.

I will try to paste some logs supporting above statement.