Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Mikael Jansson on April 21, 2009, 02:30:27 PM

Title: Voice interactions in the UCS database
Post by: Mikael Jansson on April 21, 2009, 02:30:27 PM

Hi !

How does the voice interactions get to UCS database.
I can see voice interactions in the database, but in external routing phone numbers are missing.
It works as long at the calls stay at site 1, but if the call is routed to site 2 "AttributeANI" is lost.
And the phone number no longer exists in UCS database.

- How can I get around this?
- And how does the inteaction end up in the database?

Regards
Mikael

Title: Re: Voice interactions in the UCS database
Post by: René on April 21, 2009, 03:24:29 PM

Hi Mikael,

Information about voice interaction (call) are saved to UCS database once the call is answered by an agent using "UCS-enabled" desktop. There is no connection between URS and UCS so details of calls not processed by agents won't be stored in UCS.

Loosing ANI in case of multi-site transfer could be caused by several reasons. Does an agent see correct ANI number in his/her application or not?

R.

Title: Re: Voice interactions in the UCS database
Post by: Mikael Jansson on April 22, 2009, 10:43:22 AM

Hi !
Thanks, AttributeANI is lost on multisite routing, Agent se ANI due to tha we have assigned it to a AttachData. So what we need to do is to modify the Desktop (Using AIL) to store that Key instead of AttributeANI?
/ Micke

Title: Re: Voice interactions in the UCS database
Post by: YevgeniyP on April 23, 2009, 03:38:03 AM

You can save voice call in UCS from the strategy using one of Multi-Media IRD objects. "CreateInteraction" if I remember correctly.

Title: Re: Voice interactions in the UCS database
Post by: René on April 24, 2009, 08:56:04 AM

[quote author=Mikael Jansson link=topic=4114.msg18242#msg18242 date=1240397002]
Thanks, AttributeANI is lost on multisite routing, Agent se ANI due to tha we have assigned it to a AttachData. So what we need to do is to modify the Desktop (Using AIL) to store that Key instead of AttributeANI?[/quote]

I'm not sure it's possible to customize GDesktop in that way as AIL won't allow you to overwrite ANI once interaction has been created...

You can try to create interaction in the strategy using IRD object "Create Interaction" (as suggested by Yevgeniy) as see if GDesktop picks up that one or creates a new one. Theoretically, it should pick the existing one.

R.