Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: qtalal on January 23, 2020, 05:19:21 AM

Title: Deleting IS DB Records & Updating UCS DB Records
Post by: qtalal on January 23, 2020, 05:19:21 AM

hi,

In a certain scenario that I can't reproduce as of now, IWS doesn't send the "RequestStopProcessing" to Interaction Server (IS) and so IS doesn't delete the record from IS DB, furthermore the UCS record status is 0 (email interaction is showed as "In progress" in IWS "My History" tab).

is there a clean way of delete IS DB Records and updating UCS DB Record to status 3 (without using SQL)?

this occurs when an inbound email is answered by an agent using IWS and is replied back to the customer (IWS should automatically send the above notification to mark the inbound interaction as done).

Title: Re: Deleting IS DB Records & Updating UCS DB Records
Post by: Janis on January 23, 2020, 07:38:09 PM

Did you try to find the email in My Interaction Queues? Maybe it is still in InProgress workbin?