Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Adam_W on October 13, 2011, 01:53:18 PM

Title: Info Mart 8 CONTACT_ATTEMPT_FACT
Post by: Adam_W on October 13, 2011, 01:53:18 PM

I see that several useful duration-related columns have been removed from the CONTACT_ATTEMPT_FACT table in GIM 8 (talk_duration, hold_duration, etc).

So how do we now find out the durations for those calls?  I thought I would be able to join with the INTERACTION_RESOURCE_FACT table using the CALLID column but this does not appear in IRF...

Title: Re: Info Mart 8 CONTACT_ATTEMPT_FACT
Post by: fnunezsa on October 13, 2011, 05:44:59 PM

In CONTACT_ATTEMPT_FACT you have CALLID, in INTERACTION_FACT you have MEDIA_SERVER_IXN_GUID and INTERACTION_ID, finally in IRF you also have INTERACTION_ID. I believe that's the way you may link those tables.

Title: Re: Info Mart 8 CONTACT_ATTEMPT_FACT
Post by: Adam_W on October 14, 2011, 07:35:40 AM

I think you're right.  I did check that before, but found that I had CALLIDs in CONTACT_ATTEMPT_FACT that didn't appear in INTERACTION_FACT.

Thinking back, this is probably because I switched my ICON_VOICE application on after ICON_OCS.  I was probably searching against old calls when I saw this discrepancy.