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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: WilanPL on May 26, 2020, 11:41:15 AM

Title: records "rotate" between campaigns
Post by: WilanPL on May 26, 2020, 11:41:15 AM

hello.

This is topic: we have 3 campaigns.
The first two campaigns have calling lists only with attempts = 0
the last one has calling lists containing attempts > 0 from the two first campaigns (the same table acces diffrent filters)

For example: Calling_list_03, table_acces_03 have attempts=0, Calling_list_04, table_acces_03 have attempts>0

we have a problem with the records on the third campaign. they are not beeing retrived. It looks as if they were blocked by the campaign_id of one of the first two campaigns. we used callback-observe-campaign and callback-observe-group parameters and set them on false, however it doesn't work.

Any advise?
Sorry for my english it is google tranlator :)

Title: Re: records "rotate" between campaigns
Post by: cavagnaro on May 26, 2020, 01:58:04 PM

As a master rule, agent can't belong to more than one campaign at the same time.
You can't.
You can have a campaign with several calling lists.


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Title: Re: records "rotate" between campaigns
Post by: WilanPL on May 27, 2020, 06:02:00 AM

at the same time of course that :)

We use agent-reassignment-if-waiting-records and agent-assignment-priority with different prio for each campaigns.

Title: Re: records "rotate" between campaigns
Post by: cavagnaro on May 27, 2020, 04:01:20 PM

Well...that is associated to very specific campaign events, Wait Records and Wait ports...have you checked documentation on them? If your campaign doesn't show those events, then such properties won't be applied

Title: Re: records "rotate" between campaigns
Post by: WilanPL on May 28, 2020, 06:00:19 AM

ok so this is confiugrations of our "backup" campaign: (the first "core" campaigns have agent-assignment-priority = 3 and second =4)

agent-assignment = true
agent-assignment-max-num = 0
agent-assignment-min-num = 0
agent-assignment-priority = 2
agent-reassignment-if-waiting-records = true
agent-reassignment-if-waiting-records-timeout = 30
am-beep-detection = true
asm_channel_num = 30
call_answer_type_recognition = accurate_am_detection
callback-observe-campaign = false
callback-observe-group = false
cpd-if-established = true
cpd-on-connect = true
cpd-recording = false
divert_to_unknown_dn = true
dynamic-port-allocation = yes
force-unload-wait-db = true
inbound-agent-assignment-min-num = 0
inbound-agent-assignment-priority = 0
progressive_blending_reserved_status = 0
small_group_size = 10
time-to-ready-tolerance =2
agent-assignment = true
agent-assignment-max-num = 0
agent-assignment-min-num = 0
agent-assignment-priority = 2
agent-reassignment-if-waiting-records = true
agent-reassignment-if-waiting-records-timeout = 30
am-beep-detection = true
asm_channel_num = 30
call_answer_type_recognition = accurate_am_detection
callback-observe-campaign = false
callback-observe-group = false
cpd-if-established = true
cpd-on-connect = true
cpd-recording = false
divert_to_unknown_dn = true
dynamic-port-allocation = yes
force-unload-wait-db = true
inbound-agent-assignment-min-num = 0
inbound-agent-assignment-priority = 0
progressive_blending_reserved_status = 0
small_group_size = 10
time-to-ready-tolerance =2

Title: Re: records "rotate" between campaigns
Post by: WilanPL on May 30, 2020, 12:38:41 PM

does this mean that my topic is unsolvable??

Title: Re: records "rotate" between campaigns
Post by: cavagnaro on May 30, 2020, 04:12:38 PM

I think you need you read again the options and what the Campaign status that trigger these options you mention.
Wait Record and Wait Port only happen at very specific situations. You need to understand the Campaign Calling Lists life cycle


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