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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: bounty on June 18, 2009, 01:58:59 PM

Title: T-server Cisco : progressive dialing problem
Post by: bounty on June 18, 2009, 01:58:59 PM

hello,

I am running Genesys 7.6 T-Server with Cisco CallManager. I'am trying to get progressive dialing work, but I have the following problem :
when an agent try to update the call in Outbound ContactServer the following error appears if the call was already hangs up.

[code]'GSW_AGENT_REQ_TYPE' 'UpdateCallCompletionStats'
'GSW_RECORD_HANDLE' 136
'GSW_ERROR_NUMBER' 112
'GSW_ERROR' 'No call found for the record handle'
'GSW_APPLICATION_ID' 130  '
GSW_CAMPAIGN_NAME' 'CA_CCM'[/code]

Outbound Contact Server (OCS) uses a direct interface to T-Server via the T-Library TMakePredictiveCall request.

In some cases (when the onhook arrives after the update) this is working well.

As anyone an idea ?
Thanks

Title: Re: T-server Cisco : progressive dialing problem
Post by: cavagnaro on June 18, 2009, 08:02:45 PM

Is there any wrapup configured after the release of the call? If not when the agent goes ready this will tell OCS to close the record and that would be why you receive that message.

Title: Re: T-server Cisco : progressive dialing problem
Post by: René on June 18, 2009, 08:08:02 PM

Hi,

Please check following:

- OCS option "record_processed" - if it is set to "false" then OCS marks a record as processed once call is released.
- Check your agent application isn't sending automatically the request "RecordProcessed" once call is released

Once the record is marked as "processed" either by OCS or using the request any request related to that record send to OCS afterwards will fail (error).

R.

Title: Re: T-server Cisco : progressive dialing problem
Post by: bounty on June 19, 2009, 10:06:26 AM

Thanks for the tips !

I have the option record_precessed=true.
but I think I did not have any WrapupTime configured on the agent as I was doing my test. So, it's possible that the agentReady was triggered directly on the release event.

I will test again and give the results here.

Title: Re: T-server Cisco : progressive dialing problem
Post by: bounty on June 22, 2009, 05:12:39 PM

Thanks it's working ! It was only the configuration of the WrapupTime on the Agent.

Title: Re: T-server Cisco : progressive dialing problem
Post by: cavagnaro on June 22, 2009, 06:07:52 PM

Nice :)

Title: Re: T-server Cisco : progressive dialing problem
Post by: rajkishor09 on April 01, 2014, 12:41:03 PM

I am having the same issue. can anyone tell me how to configure WrapupTime on agent?

Title: Re: T-server Cisco : progressive dialing problem
Post by: cavagnaro on April 01, 2014, 03:25:18 PM

Ask Cisco guys.
On Genesys look at the agent on CME but don't know if will work