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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: n2201 on July 20, 2009, 10:38:34 PM

Title: GAD does not save modified record after call ends
Post by: n2201 on July 20, 2009, 10:38:34 PM

I am using Genesys Agent Desktop ( GAD ) for outbound call.
When I edit the record when on call the record gets edited.

but after I hang up the call and try to modify the record it does not work.

Any suggestion what I should check?

Thank you !

Title: Re: GAD does not save modified record after call ends
Post by: cavagnaro on July 20, 2009, 11:03:20 PM

Maybe your agent is setting himself in Ready and not saving while on AfterCallWork. Also check that OCS is configured to wait for the RecordProcessed Event, check on OCS Deployment guide.

Title: Re: GAD does not save modified record after call ends
Post by: n2201 on July 21, 2009, 02:40:43 PM

Here are values that I checked, Any others that I need to? Please advise!

All are default values.

RecordProcessed=True
RecordProcessed=soft_previous
outbound_release_action=soft_previous (also tried soft_call_work, hard_not_ready)

Earlier I mentioned that I am able to modify the record before hangup, that is not correct, I am not able to modify the record from GAD at any time before or after hangup.

Here is what I see in the GAD log file:

[code]
21 07 07:22:17:371 [ttp-8080-Processor24] WARN              GD.Core  UpdateOutboundRecordAction aborted : OutboundServiceException [place Place_8478, person nshah_avaya, realtimeSession /getEvents/1/]
21 07 07:22:39:340 [ttp-8080-Processor24] WARN              GD.Core  MarkProcessed on OutboundChain failed : idInteraction Phonecall-8478-009201b5f6642002 [place Place_8478, person nshah_avaya, realtimeSession /getEvents/1/]
21 07 07:29:55:811 [ttp-8080-Processor24] WARN              GD.Core  UpdateOutboundRecordAction aborted : OutboundServiceException [place Place_8478, person nshah_avaya, realtimeSession /getEvents/1/]
21 07 07:30:01:124 [ttp-8080-Processor25] WARN              GD.Core  MarkProcessed on OutboundChain failed : idInteraction Phonecall-8478-009201b5f6642003 [place Place_8478, person nshah_avaya, realtimeSession /getEvents/1/]
21 07 07:32:13:078 [ttp-8080-Processor24] WARN              GD.Core  MarkProcessed on OutboundChain failed : idInteraction Phonecall-8478-009201b5f6642004 [place Place_8478, person nshah_avaya, realtimeSession /getEvents/1/]
[/code]

Title: Re: GAD does not save modified record after call ends
Post by: cavagnaro on July 21, 2009, 03:18:57 PM

Post corresponding OCS and TServer logs for that ConnID too.

Title: Re: GAD does not save modified record after call ends
Post by: n2201 on July 21, 2009, 07:18:41 PM

Thank you cavagnaro, really appreciate your help :)

Here is what I did to generate these logs:

started OCS campaign
got call in GAD
when connected, I edited the column called "Last4SSN"
Hit Update record button.
Hung up
Change the call_results drop down to "Wrong Party"
Hit the MarkDone button on GAD

Title: Re: GAD does not save modified record after call ends
Post by: n2201 on July 21, 2009, 07:20:40 PM

There is time difference in log files because OCS in in PST and TServer is in EST

Title: Re: GAD does not save modified record after call ends
Post by: cavagnaro on July 21, 2009, 08:50:39 PM

Hum...
The KVP name is "SSN Last 4", so you started with 1234 and then you updated to 12345.
Then you hang up but there is no RecordHandle that can be managed by GAD, the call is already gone.

[quote]
15:03:34.777 Trc 04541 RequestDistributeUserEvent received from [496] (00000011 ocs_ocsvr_irv_p 10.1.192.89:2504)
message RequestDistributeUserEvent
AttributeCommunicationDN '8478'
AttributeUserData [215] 00 06 00 00..
'GSW_AGENT_REQ_TYPE' 'RecordProcessed'
'GSW_RECORD_HANDLE' 17
'GSW_ERROR_NUMBER' 112
'GSW_ERROR' 'No call found for the record handle'
'GSW_APPLICATION_ID' 193
'GSW_CAMPAIGN_NAME' 'LTBaseBusinessCampaign_clt'
[/quote]

Are you sure that OCS RecordProcessed option is true?

Title: Re: GAD does not save modified record after call ends
Post by: n2201 on July 21, 2009, 09:40:27 PM

double checked, ocs --> options --> record_processed="true"

[attach=#]

Title: Re: GAD does not save modified record after call ends
Post by: cavagnaro on July 21, 2009, 11:48:01 PM

Does your agent has AfterCallwork?

Title: Re: GAD does not save modified record after call ends
Post by: n2201 on July 22, 2009, 12:53:13 PM

Yes we want the agents to go in after call work

So the setting we have is:
outbound_release_action=soft_previous (also tried soft_call_work, hard_not_ready)

Title: Re: GAD does not save modified record after call ends
Post by: cavagnaro on July 23, 2009, 06:26:43 PM

So right now your agent doesn't have ACW after the call from customer finishes? If I remember (can't access to logs...) you had an Avaya switch, if so, then it is the Avaya the one who should send the ACW status.

Title: Re: GAD does not save modified record after call ends
Post by: n2201 on July 23, 2009, 06:44:08 PM

After the call completes The Agent (GAD) DOES go in ACW. not a problem

( Am I understanding you right?)

Title: Re: GAD does not save modified record after call ends
Post by: cavagnaro on July 23, 2009, 07:04:41 PM

Yes, that is ok. Strange really. If the agent saves the record while on ACW and never put himself in Ready the record should be saved, but something is closing the record.
I can't have access to the logs, can you please send them to:
cavagnaro.jc at gmail.com indicating:
ConnID
Phonenumber dialed
AgentID
And flow of your call?

Title: Re: GAD does not save modified record after call ends
Post by: n2201 on July 23, 2009, 07:14:12 PM

I will send them now.

Title: Re: GAD does not save modified record after call ends
Post by: PKutowski on June 22, 2010, 05:26:47 PM

Any solution for this? I have same problem. ACW set by Avayaa and record processed after hang up.
Did you find why?