Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: aizham on September 22, 2008, 05:44:06 AM
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Hi Guys,
Appreciate your assistant in answering my questions. In preview mode, when a record is being reject where it will be place again in the memory? Let say i have 10 records in a calling list. Record 1 to 3 i have updated. Record no 4 i reject and will it appear again by end of the calling list (after record no 10)? or will it be randomly appear back? In the Genesys Outbound Reference Guide it stated that the rejected record will be retrieved again with the next set of records from the database, for distribution by OCS." What does it mean?
Base on my understanding, records in a calling list is upload to the memory in group before OCS allow the retrieval of the record to agent desktop. It does not upload the whole caling list but it goes by portion. If it goes by portion how many records will it upload to the memory on a portion?
Regards
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Hi aizham,
You are correct by saying it does not load the whole calling list, but only a number of records. This amount is specified in CME while adding Calling Lists to a Campaign object. For every Calling List you have to specify a list weight and this is the number of records that are retrieved from the calling list database table (assuming there are sufficient records available). So, if you would have 3 calling lists on a campaign, you can specify that OCS should take 20 records from the first list, 5 from the second and 5 from the third. This way the first calling list has more records (a higher weight) in the set of retrieved records.
Keep in mind that OCS automatically creates 2 stored procedures and 1 table (ReadyRecord) to perform these tasks.
To find out when a record is loaded into memory (=ReadyRecord table) you can either have a look in this table, or just have a look in OCM for records with record_status "Retrieved"
Best regards,
Luk.