Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: bogdan on August 11, 2009, 01:56:39 PM
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Hello guys,
I' stuck with some problems here...I can't seem to figure them out. Can you please point me out in the right direction?
1. My first problem is with AgentGroup configuration, I have an agent_A in 2 groups and each group points to 2 campaigns: Campaign_1 (which runs only in preview) and Campaign_2 (in predictive) -each with his own calling list.
When the agent_A logs in into Campaign_1 (preview mode) and gets Ready imediatelly a call is placed to him from the predictive campaign. Why is that?
2. I don't seem to get GSW_USER_EVENTS from the predictive campaign.
When the call is answered is placed on a strategy (VoiceTransferDestionation RoutingPoint) and I route the call clasically with a TargetObject. How can I get GSW_RECORD_HANDLE from OCS in this case.
In the logs I sea something like this:
[code]
14:09:54.807> CM_DBCallList(107-112-847): OpenConnection:oracle ListName:Collection_Auto TableName:collection_auto szServer:cti_prod szDatabase:
CM_DBCampaign:112 Name:Campaign Auto Status: CMS_ACTIVE GroupDBID:847 Records:0 Chains:0 OnTimer:0 AtWork:0
Print GSW UserData:
GSW_STAT_EVENT 1
GSW_CAMPAIGN_DBID 112
GSW_CALL_LIST_DBID 0
GSW_GROUP_DBID 847
GSW_AGENT_DBID 0
GSW_CALL_RESULT 0
GSW_CAMPAIGN_COMPLETE 0
GSW_LIST_COMPLETE 0
GSW_PORTS 0
GSW_DIAL_MODE 0
GSW_APLICATION_ID 143
GSW_CALLBACK_TYPE 0
GSW_SCHED_REC_NUM 0
request to 65200(buc_tserver_p_760/buc_tserver_b_760) message RequestDistributeUserEvent
AttributeUserData [322] 00 0D 01 00..
AttributeCommunicationDN 'commdn'
..sent to blum.crm.orange.intra:3200(fd=11)
....
DBList.CreateRecord(DBEvent 1376135)
RecordHandle = 191894 ChainID = 1 ChainNum = 2
Phone = #31#60744440932
PhoneType = 4
ListName = Collection_Auto TableName = collection_auto
CampaignName = Campaign Auto
Attempt = 0
RecordType = 2
TZDBID = 107 TZOffset = 14400
DailyFrom = 28800 (08:00:00) DailyTill = 79200 (22:00:00)
14:09:55.329> CM_DBCallList(107-112-847): DBServer 'ocs_dbserver_p' MSG_RETRIEVED(DBM_SUCCESS) [ReqID=1376135]
[/code]
Regards
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Hi Mielu,
[quote]1. My first problem is with AgentGroup configuration, I have an agent_A in 2 groups and each group points to 2 campaigns: Campaign_1 (which runs only in preview) and Campaign_2 (in predictive) -each with his own calling list.
When the agent_A logs in into Campaign_1 (preview mode) and gets Ready imediatelly a call is placed to him from the predictive campaign. Why is that?[/quote]
First note - your configuration isn't officially supported by OCS. One agent could be assigned to one running predictive/progressive campaign at the same time. If you assign one agent to multiple running predictive/progressive campaign then it won't work properly. Agent can be assigned to multiple running preview campaigns at the same time.
Back to your issue - agent is assigned to predictive campaign automatically so once he/she becomes Ready OCS will route call to him/her.
[quote]2. I don't seem to get GSW_USER_EVENTS from the predictive campaign.
When the call is answered is placed on a strategy (VoiceTransferDestionation RoutingPoint) and I route the call clasically with a TargetObject. How can I get GSW_RECORD_HANDLE from OCS in this case.[/quote]
That could be related to issue of agent being assigned to two running predictive campaigns. Probably, OCS is confused and doesn't know what campaign call agent has received.
R.
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Thank you very much for the answers.
For the 2nd problem I have a trick, I've seen that the GSW% values are attached to the call, like this:
[code]received from 65959(buc_tserver_p_760)blum.crm.orange.intra:3200(fd=) message EventRouteUsed
AttributeReferenceID 21476
AttributeReason [14] 00 01 01 00..
'RTR' 337
AttributeCallState 0
AttributeThisQueue '4104'
AttributeCallType 3
AttributeCallID 18105518
AttributeConnID 015201b0e18365e6
AttributeCallUUID '00F75TJHM4D199VTLG832CTAES1QEHRD'
AttributeUserData [1289] 00 30 00 00..
'GSW_PHONE' '#31#XXXXXXXX'
'GSW_TZ_OFFSET' 14400
'GSW_CHAIN_ID' 1
'k_ocs_cli' 'XXXXXXXXX'
'k_ocs_cust_number' 'YYYYYYYYYY'
'k_ocs_customer_type' 'BPTN'
'k_ocs_record_date' ''
'k_ocs_balance' '1270.8'
'k_ocs_cust_promise' ''
'k_ocs_cust_name' 'MIELU'
'k_ocs_fix_phone' 'XXXXXXXXXXX'
'k_ocs_cust_field_1' 'Dev.Mielu'
'k_ocs_account_id' '3294266'
'k_ocs_contact_id' '20581491'
'k_ocs_custolder' 'Old_Customer'
'k_ocs_inv_date' '27-APR-2009'
'GSW_RECORD_HANDLE' 197146
'GSW_CALLING_LIST' 'Collection_Auto'
'GSW_CAMPAIGN_NAME' 'Campaign Auto'
'GSW_APPLICATION_ID' 143
'GSW_ATTEMPTS' 0
'GSW_CALL_RESULT' 0
'Myscript' '940'
'ScriptName' 'NRRT_8142_TEST'
'EAP' '940'
'Collection Manual' 'Collection Manual'
'RTargetAgentGroup' 'Collection_Auto'
'RVQID' ''
'RTargetTypeSelected' '2'
'RTargetRuleSelected' ''
'RTargetObjectSelected' 'Collection_Auto'
'RTargetObjSelDBID' '847'
'RTargetAgentSelected' 'it_softphone1'
'RTargetPlaceSelected' 'Place_4112_buc'
'RTenant' 'Resources'
'RStrategyName' 'Test_VTO'
'RStrategyDBID' '609'
'CBR-actual_volume' ''
'CBR-Interaction_cost' ''
'CBR-contract_DBIDs' ''
'CBR-IT-path_DBIDs' ''
'RRequestedSkillCombination' ''
'RRequestedSkills'(list)
'RTargetRequested' 'Collection_Auto'
'CustomerSegment' 'default'
'ServiceType' 'default'
'ServiceObjective' ''
'PegAGCollection_Auto' 1
AttributeThisDN '4104'
AttributeThisDNRole 2
AttributeOtherTrunk 24544
AttributeOtherDNRole 2
AttributeOtherDN 'XXXXXXXXXX'
AttributeThirdPartyDN '4112'
AttributeThirdPartyDNRole 2
AttributeTimeinSecs 1250079151 (15:12:31)
AttributeTimeinuSecs 815625
AttributeEventSequenceNumber 000000001b3e3788[/code]
And I can collect data with my ActiveX control triggered when the call si ringing at the agent, and then, with the GSW_RECORD_HANDLE I can send mesages (I hope) to OCS to update the calling list the the campaign :)
Thanks again Rene