Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: RN on April 01, 2009, 09:28:40 AM

Title: Reorder Chained Records
Post by: RN on April 01, 2009, 09:28:40 AM

Hey Guys...

I have got a interesting requirement from one of my clients ...they want to change the order of chained records dynamically .

So for start of the day the records would be sequenced in an order business,personal,home phone number but in the later part of the day they want it in an order personal,home,business.And this has to be done dynamically without needing to reimport the list in the said order.

The only solution that I can think of is,writing an sql script that would change the order of chain_n based on the new sequence that the business wants.Can any one suggest a better idea of doing this ???

Thanks

Title: Re: Reorder Chained Records
Post by: Dionysis on April 01, 2009, 10:01:08 AM

SQL script is the only definite way to do this, there's no way to re-order chains within genesys that I'm aware of.

You could try using an order by filter, but I'm doubtful it would acheive the result you're after.

Title: Re: Reorder Chained Records
Post by: cavagnaro on April 01, 2009, 01:08:27 PM

Err....a filter would do the job and they will only have to change it on CME.

The filter will be something like:

For
· Mobiles (4)
· Home (1)
· Work (2)
· Others (?)
 
order by
(select case contact_info_type when 4 then 1 when 1 then 2 when 2 then 3 Else 4 end)


For

Work (2)
Mobiles (4)
Home (1)
Others

order by
(select case contact_info_type  when 2 then 1  when 4  when 2  when 1 then 3  Else 4 end)

For

Home (1)
Work (2)
Mobile (4)
Others

order by
(select case contact_info_type  when 1 then 1  when 2 then 2  when 4 then 3  Else 4 end)


And so on...

I have these filters for all my campaigns and campaigns are very flexible with this.

Title: Re: Reorder Chained Records
Post by: RN on April 01, 2009, 02:41:52 PM

But dont you need to change the order of chain_n aswell ???

so

order by
(select case contact_info_type when 4 then 1 when 1 then 2 when 2 then 3 Else 4 end)

Would arrange the records in the order mobile,home,work but the chain_n id would remain same as it was previously.Wont the OCS use the order of chain_n to pickup the chained records or would it go by the order in which the records are arranged ???

Thanks...

Title: Re: Reorder Chained Records
Post by: cavagnaro on April 01, 2009, 04:03:05 PM

Will dial in the order that you selected, chain_n is only used when no filter is selected