Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: JTL on January 13, 2010, 04:20:26 PM
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I have completed the deployment and successfully managed to get GAD working to answer outbound calls. I have it populating all of the "Custom Fields" so the agent can see the customer information etc., so everything is looking good.
I have configured it to display the Disposition Codes tab, which is using the Busines Attributes "Disposition Codes" I have setup with 4 different test disposition codes.
The agent can disconnect the call, select a disposition code, and mark the record done.
However, I can see nothing in URS logs or anywhere else to show that the dispositon code is set!
The behaviour I'm looking to achieve - to update a custom field within the calling list, and to update the call_result correctly. At the moment, nothing in the calling list (except the record_status) is updating. call_result stas at "unknown call result" and that's it!
There must be something I haven't quite configured properly, but the Genesys docs aren't very clear!
Help!
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No matter how your calls are delivered to the agents - either via ACD or URS strategies - you won't see anything in the URS logs: as soon as the call is distributed to a DN, the URS has completed his job and is out of the play.
About your issue: there are lots of threads in the forum about a similar issue, please look for them. Also read carefully the OCS Reference guide, Communication protocol section, especially the "Updating call result and custom field" paragraph. If you still experience the same issue, please upload OCS config and log files.
Fra
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[quote author=Fra link=topic=5068.msg22482#msg22482 date=1263433497]
No matter how your calls are delivered to the agents - either via ACD or URS strategies - you won't see anything in the URS logs: as soon as the call is distributed to a DN, the URS has completed his job and is out of the play.
About your issue: there are lots of threads in the forum about a similar issue, please look for them. Also read carefully the OCS Reference guide, Communication protocol section, especially the "Updating call result and custom field" paragraph. If you still experience the same issue, please upload OCS config and log files.
Fra
[/quote]
Good point about the URS logs... ::) Although I was looking through OCS logs too and didn't see the data either.
I did search on the forum but didn't see any threads with this issue - but I will look more carefully.
I was under the impression that the custom disposition codes would simply "work", but obviously not...!
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[quote author=JTL link=topic=5068.msg22483#msg22483 date=1263461705]
I did search on the forum but didn't see any threads with this issue - but I will look more carefully.
I was under the impression that the custom disposition codes would simply "work", but obviously not...!
[/quote]
The threads are about updating generic record fields, which imho is your issue :)
Fra
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[quote author=Fra link=topic=5068.msg22484#msg22484 date=1263474921]
[quote author=JTL link=topic=5068.msg22483#msg22483 date=1263461705]
I did search on the forum but didn't see any threads with this issue - but I will look more carefully.
I was under the impression that the custom disposition codes would simply "work", but obviously not...!
[/quote]
The threads are about updating generic record fields, which imho is your issue :)
Fra
[/quote]
Maybe (just maybe) the outbound_release_action is set incorrectly. It could be that the record is being ended before it can be updated, but I don't have the configuration details right in front of me! Remote access has stopped working today :(