Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Manas on November 26, 2007, 08:42:53 PM

Title: RRequestedSkillCombination in CCON
Post by: Manas on November 26, 2007, 08:42:53 PM

I see RRequestedSkillCombination KVP column in EVREFEX table of call concentrator.I know this is a KVP that gets attached by URS.Can anybody tell me more about the value that gets populated in to this column by router.In  CCON DB  i see only null values being populated in to this column.I would also like to know about the other such  KVPS that URS populates in user data section  i.e -

RTenant,RRequestedSkillCombination,RStrategyName,RTargetRuleSelected,RTargetObjectSelected,RTargetTypeSelected,RTargetAgentSelected,RTargetPlaceSelected

Is there any good document on Genesys site that i can refer .I did not find anything in URS reference manual though.


Thanks

Title: Re: RRequestedSkillCombination in CCON
Post by: René on November 27, 2007, 10:00:19 AM

Hi Manas,

The keys populated by URS are described in "Universal Routing 7.5 Reference Manual" - see description related to configuration option "report_targets".

BTW That URS options has to be set to "true" otherwise the keys aren't attached to a call. That could be a reason why you see nulls in ICON database...

René

Title: Re: RRequestedSkillCombination in CCON
Post by: manas on November 27, 2007, 08:03:50 PM

Hi ,

The option  "report_targets" is set to  "True" in our environment and i see values in CCON  for all other KVPs that i have mentioned above. I just don't see values for  RRequestedSkillCombination . I checked the URS 7.2 reference manual and could not find  RRequestedSkillCombination  in  the description of "report_targets " option. Does this mean that its not a valid KVP to configure in CCON ?


Manas

Title: Re: RRequestedSkillCombination in CCON
Post by: René on November 27, 2007, 09:06:48 PM

Hi,

I found a solved ticket (Genesys Solution Search, solution#1-159879786) saying that the key "RRequestedSkillCombination" isn't attached even "report_targets" options is set to "true". It's necessary to use IRD function "FindServiceObjective" or attach that key manually using "Attach" function.

Hope it helps you

René

Title: Re: RRequestedSkillCombination in CCON
Post by: manas on November 28, 2007, 08:26:09 AM

Hi ,

We are not attaching this particular KVP using attach/update function in our strategies  .  But i am not sure how one can use "FindServiceObjective" function to attach the same. We do use it in our strategies and my understanding is we can use it to attach following 4 KVPs in user data section of the interaction only  -  Customer Segment,Service Type,Media Type and Service Objective  if  report_targets  option is set to "true" .


Manas

Title: Re: RRequestedSkillCombination in CCON
Post by: René on November 28, 2007, 08:51:12 PM

Manas,

The keys RRequestedSkillCombination, CustomerSegment, ServiceType and ServiceObjective aren't automatically attached to a call even with the option "report_targets" set to true. You have to use the function "FindServiceObjective" and/or the object "MultiAttach" to attach the keys.

You can find the same information in Genesys Info Mart 7.5 Deployment Guide.

René

Title: Re: RRequestedSkillCombination in CCON
Post by: manas on November 29, 2007, 01:27:01 AM

Hi Rene ,

What i had stated earlier is that we do use "FindServiceObjective"  to attach following KVP - CustomerSegment, ServiceType and ServiceObjective .But i am not sure if we can attach RRequestedSkillCombination KVP using this function. The only way now i see this KVP being populated in CCON is by using attach/update function and explicitly attaching this and to expose this data set report_target to true.

Thanks
Manas