Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: cavagnaro on April 29, 2013, 08:05:29 PM
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Hi guys,
I'm finishing an implementation for IXN and Outbound.
The main idea:
Customer calls, is on queue and abandons, addrecord to dial him back
Customer calls, out of working hours, addrecord to dial him back
Questions:
PushPreview is the only way to call back the customer? No way to use Progressive for example? I do understand the idea that would be to be kinda delicate with this customer and wanna avoid redials or something like that.
Is BP always mandatory for this to work? Just was testing without a BP and doesn't work. I see the IXN order from OCS but OCS answers "No Campaign Group found" even when the AG is on PushPreview dialing mode...
Thanks!
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You mean OpenMedia campaign (email, sms, etc.) or "standard" voice campaign. If voice, the IXN is not required, I guess. Look at VHT technology ;-)
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Yes, only voice.
For multimedia of course IXN is mandatory, but in Voice without IXN does the call to OCS using ESP port. Standard TServer can't do this and invoque OCS Web methods.
But would like to change the dialing mode and complexity
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Cav,
It should be possible to use Progressive/Predictive as well. However, you can't use built-in IRD objects to add new record to a campaign as these objects support Push Preview only.
If you're on OCS and URS 8.1 then it's possible to use OCS HTTP interface and IRD Web Service object that supports HTTP GET/POST requests to add new record to a campaign.
R.
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Oh nice René!
That answers it :D
Thanks a lot as usual
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Yes, René is right. OCS now support HTTP protocol for instruct record datas and more.
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Me again ;)
Replying to my first post, for this to work the campaigns must be at least on LOADED mode :P
Now I have another functionality issue:
Lets say I call at 15:05 and abandon
Strategy detects it and adds a new record to the calling list
Later I call at 15:10 and abandon again
So at 15:30 probably 2 different agents will have 2 records of mine to be called...I thought of using Contact Identification but still unsure on how to detect that this customer already has a pending record to be dialed.
I know that under contact history it will show the fact that I called twice but not exactly will show that I have already a record on the DB to be dialed...
Any idea on how could I make this work?
Thanks as usual
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I can think of 2 possible solutions:
1) Define an unique record identifier in your calling list table, e.g. phone number + date + status. If you try to insert a duplicate record the RDBMS will throw an exception. You should handle this exception somewhere else in your strategy.
2) Define a 'before insert' trigger in your calling list table and manually avoid inserting duplicate phone numbers, i.e. the trigger will look for the phone number you're trying to insert and will revert the changes if the phone is already in the database for the same day and was not already dialed or retrieved.
HTH!
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;D I was working on the trigger idea too but the first idea is nice too
Thanks f!
Will see how I can deploy them and evaluate
Thanks!