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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: bogdan on September 30, 2009, 03:27:42 PM

Title: OCS timezone and reschedule treatment
Post by: bogdan on September 30, 2009, 03:27:42 PM

Hello,

Another stupid thing is troubling me, when I reschedule a call (treatment Busy/NoAnswer by OCS) with an interval of +2 minutes the call is dialed after 1h + 2min.

I'm in +2 timezone, so the tz_dbid I found by:
[code]select distinct offset, offset/ (60*60) hours from TIMEZONES order by offset desc
select distinct dbid from timezones where offset=7200[/code]
And I tried using tz_offset from ranges between -7200 and +7200, and in test the same thing happes the call is dialed after 1h.
Can anyone explain me what may be wrong here?

Best Regards,
Bogdan

Title: Re: OCS timezone and reschedule treatment
Post by: cavagnaro on September 30, 2009, 03:33:10 PM

When OCS dials it rules according to the TZ defined in the record, when you reschedule make sure you use same TZ or don't touch it.
Post some logs of the dial, reschedule and new dial event.

Title: Re: OCS timezone and reschedule treatment
Post by: bogdan on October 01, 2009, 08:52:13 AM

The treatment is applied by OCS (predictive dialing), so this means I'm not touching it :)
I'll be back later with some logs, right now it's pretty busy around here to snipp some log.

And by TZ, you mean tz_dbid or tz_offset? tz_dbid right?

Title: Re: OCS timezone and reschedule treatment
Post by: bogdan on October 01, 2009, 04:53:17 PM

I've attached the logs

Title: Re: OCS timezone and reschedule treatment
Post by: cavagnaro on October 01, 2009, 05:05:12 PM

Ermm...and the ConnID?

Title: Re: OCS timezone and reschedule treatment
Post by: bogdan on October 02, 2009, 06:00:47 AM

I've replaced my MSISDN with something like 'XXXXXX'  ::)

Title: Re: OCS timezone and reschedule treatment
Post by: cavagnaro on October 02, 2009, 06:05:36 AM

Can you at least describe the agent number, number dialed, hour of the test, something? Help us help you...

Title: Re: OCS timezone and reschedule treatment
Post by: bogdan on October 02, 2009, 07:24:11 AM

[quote]19:07:25.324> CM_DBCallList(107-112-847): DBServer 'ocs_dbserver_p' MSG_RETRIEVED(DBM_SUCCESS) [ReqID=220464]
DBList.CreateRecord(DBEvent 220464)
        RecordHandle = 31636  ChainID = 10 ChainNum = 1
        Phone = 60XXXXXXX
        PhoneType = 4
        ListName = Collection_Auto  TableName = collection_auto
        CampaignName = Campaign Auto
        Attempt = 0
        RecordType = 2
        TZDBID = 103  TZOffset = 10800
        DailyFrom = 28800 (08:00:00)  DailyTill = 82800 (23:00:00)
19:07:25.325> CM_DBCallList(107-112-847): DBServer 'ocs_dbserver_p' MSG_RETRIEVED(DBM_NOMORE) [ReqID=220464][/quote]

[code]19:07:26.031 Trc 31005 Making a call: ID 31636
SeizeChannel - Number of Free Channels: 6. Total number of Channels: 12.
CPDServerMessage: Req_MakePredictiveCall
            IATRCFG_REQUESTID  296
                BAttr_UserData
                'GSW_PHONE'    '60XXXXXXX'
                'GSW_TZ_OFFSET' 10800
                'GSW_CHAIN_ID'  10
                'GSW_RECORD_HANDLE'    31636
                'GSW_CALLING_LIST'      'Collection_Auto'
                'GSW_CAMPAIGN_NAME'    'Campaign Auto'
                'GSW_APPLICATION_ID'    143
                'GSW_ATTEMPTS'  0
                'GSW_CALL_RESULT'      0
              BAttr_Extensions
                'call_wait_connected_timeout'  60
                'call_wait_original_establish_timeout'  120
                'call_wait_in_queue_timeout'    30
                'call_wait_agent_connected_timeout'    6
                'call_timeguard_timeout'        0
                'call_answer_type_recognition'  3
                'call_transfer_type'    0
                'call_data'    (list)
          LAttr_AMTransferDBID  4354
      LAttr_VoiceTransferDBID  4354
                  SAttr_DialTo  60XXXXXXX
              LAttr_SwitchDBID  101

Predictive Event DIALED: CallID= 31636. Dialed Calls in Buffer= 1. GroupDBID= 847[/code]

...and the rescheduled call:
[quote]CampaignDBID:112 GroupDBID:847 DialLog() Handle:31636 ActionCode:1
19:28:49.063 Trc 31005 Making a call: ID 31636
Value for option "public_network_access_code" is requested for //CfgSwitch/buc_pbx(101)
        Option: "public_network_access_code" is not configured, using default value
Value for option "CPNDigits" is requested for //CfgCampaign/Campaign Auto(112)
        Option: "CPNDigits" is not configured, using default value
SeizeChannel - Number of Free Channels: 11. Total number of Channels: 12.
CPDServerMessage: Req_MakePredictiveCall
            IATRCFG_REQUESTID  297
                BAttr_UserData
                'GSW_PHONE'    '60XXXXXXX'
                'GSW_TZ_OFFSET' 10800
                'GSW_CHAIN_ID'  10
                'GSW_RECORD_HANDLE'    31636
                'GSW_CALLING_LIST'      'Collection_Auto'
                'GSW_CAMPAIGN_NAME'    'Campaign Auto'
                'GSW_APPLICATION_ID'    143
                'GSW_ATTEMPTS'  1
                'GSW_CALL_RESULT'      7
              BAttr_Extensions
                'call_wait_connected_timeout'  60
                'call_wait_original_establish_timeout'  120
                'call_wait_in_queue_timeout'    30
                'call_wait_agent_connected_timeout'    6
                'call_timeguard_timeout'        0
                'call_answer_type_recognition'  3
                'call_transfer_type'    0
                'call_data'    (list)
          LAttr_AMTransferDBID  4354
      LAttr_VoiceTransferDBID  4354
                  SAttr_DialTo  60XXXXXXX
              LAttr_SwitchDBID  101

Predictive Event DIALED: CallID= 31636. Dialed Calls in Buffer= 1. GroupDBID= 847[/quote]

Title: Re: OCS timezone and reschedule treatment
Post by: cavagnaro on October 02, 2009, 02:59:28 PM

Are these logs configured for debug mode? I need to see the dialing event, the ringing, the treatment, all the call flow.