Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: bogdan on June 18, 2009, 01:11:07 PM
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Hello guys,
I have a problem when I try cu schedule a client at a specified time (with RecordReschedule) it works perfectly, but if I want to [b]re[/b]schedule the same client after the RecordReschedule time expires it doesn't work - even though the record is updated succesfully in the database.
My TZ_OFFSET=7200 (+2h)
tz_dbid=107 which references 14400 (+4h) this I don't understand because I live in +2 timezone. ???
This I've traced from the log:
[code]received from 65200(buc_tserver_p_760)blum.crm.intra:3200(fd=11) message EventUserEvent
AttributeThisDN '894221'
AttributeUserData [256] 00 08 00 00..
AttributeUserEvent EventUserEvent
AttributeTimeinSecs 1245324831 (14:33:51)
AttributeTimeinuSecs 18278
attr_#148 0000000009125eb7
Print GSW UserData:
GSW_AGENT_REQ_TYPE 'RecordReschedule'
GSW_APPLICATION_ID 143
GSW_TREATMENT 'RecordTreatPersonal'
GSW_CAMPAIGN_NAME 'Collection Manual'
GSW_RECORD_HANDLE 16402
GSW_DATE_TIME '6/18/09 14:34'
GSW_TZ_OFFSET '0'
GSW_CALLBACK_TYPE 'Personal'
14:33:51.023 Trc 50002 TEvent: EventUserEvent
UpdateRecord Handle:16402 ChainID:25767 ChainNum:0
14:33:51.024> CM_DBCallRecord(105-107-828): DBServer 'ocs_dbserver_p' SQL: update collection_2 set call_result=0,agent_id='7022',call_time=1245324796,dial_sched_time=1245324840,record_type=5 where chain_id=25767 and chain_n=0 [ReqID=176162]
14:33:51.024 Trc 50071 Send UserEvent
Print GSW UserData:
GSW_TREATMENT 'RecordTreatPersonal'
GSW_RECORD_HANDLE 16402
GSW_DATE_TIME '6/18/09 14:34'
GSW_TZ_OFFSET '0'
GSW_CALLBACK_TYPE 'Personal'
GSW_CAMPAIGN_NAME 'Collection Manual'
GSW_CALLING_LIST 'Collection_list_manual'
GSW_USER_EVENT 'RecordRescheduleAcknowledge'
GSW_APPLICATION_ID 143
request to 65200(buc_tserver_p_760/buc_tserver_b_760) message RequestDistributeUserEvent
AttributeUserData [304] 00 09 00 00..
AttributeCommunicationDN '894221'
..sent to blum.crm.intra:3200(fd=11)
received from 65200(buc_tserver_p_760)blum.crm.intra:3200(fd=11) message EventUserEvent
AttributeThisDN '894221'
AttributeUserData [206] 00 06 00 00..
AttributeUserEvent EventUserEvent
AttributeTimeinSecs 1245324835 (14:33:55)
AttributeTimeinuSecs 192156
attr_#148 0000000009125f5d
Print GSW UserData:
GSW_AGENT_REQ_TYPE 'RecordProcessed'
GSW_APPLICATION_ID 143
GSW_CALLING_LIST 'Collection_list'
GSW_CAMPAIGN_NAME 'Collection Manual'
GSW_RECORD_HANDLE 16402
GSW_TREATMENT 'DoNotRecordTreat'
14:33:55.194 Trc 50002 TEvent: EventUserEvent
SetRecordStatus(): status Ready set for record ChainID=25767, ChainN=0, RecordHandle=16402
SetRecordStatus(): status Ready set for record ChainID=25767, ChainN=1, RecordHandle=16403
UpdateRecord Handle:16402 ChainID:25767 ChainNum:0
14:33:55.209 Trc 50071 Send UserEvent
Print GSW UserData:
GSW_CALLING_LIST 'Collection_list'
GSW_CAMPAIGN_NAME 'Collection Manual'
GSW_RECORD_HANDLE 16402
GSW_TREATMENT 'DoNotRecordTreat'
GSW_USER_EVENT 'RecordProcessedAcknowledge'
GSW_APPLICATION_ID 143
request to 65200(buc_tserver_p_760/buc_tserver_b_760) message RequestDistributeUserEvent
AttributeUserData [212] 00 06 00 00..
AttributeCommunicationDN '894221'
..sent to blum.crm.intra:3200(fd=11)
14:33:55.209 Trc 31002 Call destroyed: ID 16402, Type 2, Agent ID 7022, Switch DBID 101, Dialer DBID 196
14:34:00.124 Trc 50071 Send UserEvent
Print GSW UserData:
GSW_PHONE '#31#60740112773'
GSW_TZ_OFFSET 10800
GSW_CHAIN_ID 25767
GSW_RECORD_HANDLE 17109
GSW_CALLING_LIST 'Collection_list_manual'
GSW_CAMPAIGN_NAME 'Collection Manual'
GSW_CALLBACK_TYPE 'Personal'
GSW_ATTEMPTS 0
GSW_CALL_RESULT 0
GSW_USER_EVENT 'ScheduledCall'
GSW_APPLICATION_ID 143
request to 65200(buc_tserver_p_760/buc_tserver_b_760) message RequestDistributeUserEvent
AttributeUserData [706] 00 18 00 00..
AttributeCommunicationDN '894221'
..sent to blum.crm.intra:3200(fd=11)
received from 65200(buc_tserver_p_760)blum.crm.intra:3200(fd=11) message EventACK
AttributeUserEvent RequestDistributeUserEvent
AttributeThisDN '894221'
AttributeTimeinSecs 1245324840 (14:34:00)
AttributeTimeinuSecs 125194
attr_#148 0000000009126009
14:34:00.127 Trc 50002 TEvent: Unknown TEvent[/code]
Everything is ok until here.
------------------------
[code]
received from 65200(buc_tserver_p_760)blum.crm.intra:3200(fd=11) message EventUserEvent
AttributeThisDN '894221'
AttributeUserData [155] 00 04 00 00..
AttributeUserEvent EventUserEvent
AttributeTimeinSecs 1245324860 (14:34:20)
AttributeTimeinuSecs 103884
attr_#148 0000000009126601
Print GSW UserData:
GSW_AGENT_REQ_TYPE 'ScheduledRecordRescheduleAcknowledge'
GSW_RECORD_HANDLE 17109
GSW_APPLICATION_ID 143
GSW_CAMPAIGN_NAME 'Collection Manual'
14:34:20.106 Trc 50002 TEvent: EventUserEvent
14:34:20.106 Trc 50071 Send UserEvent
Print GSW UserData:
GSW_RECORD_HANDLE 17109
GSW_CAMPAIGN_NAME 'Collection Manual'
GSW_ERROR 'Invalid Request'
GSW_ERROR_NUMBER 6
GSW_APPLICATION_ID 143
request to 65200(buc_tserver_p_760/buc_tserver_b_760) message RequestDistributeUserEvent
AttributeUserData [149] 00 05 01 00..
AttributeCommunicationDN '894221'
..sent to blum.crm.intra:3200(fd=11)
received from 65200(buc_tserver_p_760)blum.crm.intra:3200(fd=11) message EventUserEvent
AttributeThisDN '894221'
AttributeUserData [265] 00 08 00 00..
AttributeUserEvent EventUserEvent
AttributeTimeinSecs 1245324865 (14:34:25)
AttributeTimeinuSecs 84965
attr_#148 0000000009126821
Print GSW UserData:
GSW_AGENT_REQ_TYPE 'ScheduledRecordReschedule'
GSW_APPLICATION_ID 143
GSW_TREATMENT 'RecordTreatPersonal'
GSW_CAMPAIGN_NAME 'Collection Manual'
GSW_RECORD_HANDLE 17109
GSW_DATE_TIME '6/18/09 14:36'
GSW_TZ_OFFSET '0'
GSW_CALLBACK_TYPE 'Personal'
14:34:25.087 Trc 50002 TEvent: EventUserEvent
UpdateRecord Handle:17109 ChainID:25767 ChainNum:0
14:34:25.087> CM_DBCallRecord(105-107-828): DBServer 'ocs_dbserver_p' SQL: update collection_2 set agent_id='7022',call_time=1245324840,dial_sched_time=1245324960,record_type=5 where chain_id=25767 and chain_n=0 [ReqID=176210]
14:34:25.087 Trc 50071 Send UserEvent
Print GSW UserData:
GSW_TREATMENT 'RecordTreatPersonal'
GSW_RECORD_HANDLE 17109
GSW_DATE_TIME '6/18/09 14:36'
GSW_TZ_OFFSET '0'
GSW_CALLBACK_TYPE 'Personal'
GSW_CAMPAIGN_NAME 'Collection Manual'
GSW_CALLING_LIST 'Collection_list_manual'
GSW_USER_EVENT 'ScheduledRecordRescheduleAcknowledge'
GSW_APPLICATION_ID 143
request to 65200(buc_tserver_p_760/buc_tserver_b_760) message RequestDistributeUserEvent
AttributeUserData [313] 00 09 00 00..
AttributeCommunicationDN '894221'
..sent to blum.crm.intra:3200(fd=11)
[/code]
After this nothing happens.. So I think...
Can someone tell me what is the problem?
Thx
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The personal reschedule will not be dialed automatically, an user event will arrive to the agent desktop and it is his choice to dial again.
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Yes I know this, I'm also using PreviewDialign, that is the problem, no User_Event came for the parcular records that i reschedule - so I think.
Or how can I catch this particular event, I think maybe there is another type of USER_EVENT that I have not implemented yet... If yes, what should be exactly that event? 'ScheduledCall'?.
Even if i [tt][i]grep -in schedule ocs_file.log[/i][/tt] i can see that no %Schedule% event was triggered:
[code]28747: GSW_AGENT_REQ_TYPE 'RecordReschedule'
28767: GSW_USER_EVENT 'RecordRescheduleAcknowledge'
32084: GSW_USER_EVENT 'ScheduledCall'
45166: GSW_AGENT_REQ_TYPE 'ScheduledRecordRescheduleAcknowledge'
50100: GSW_AGENT_REQ_TYPE 'ScheduledRecordReschedule'
50120: GSW_USER_EVENT 'ScheduledRecordRescheduleAcknowledge'[/code]
Regards