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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Tambo on May 10, 2013, 09:56:23 AM

Title: Change of queue priority while call queuing
Post by: Tambo on May 10, 2013, 09:56:23 AM

i'm really struggling with this one..........i've placed a DB dip before target selection where the call queues in IRD and also put in a print statement. In the logs i see the print statement and the DB dip however the PrioityOverride for the call does not show as having changed (once changed in oracle LRT).
Am i on a wild goose chase with this?
surely you can update the call priority 'live'

any help would be appreciated

T

Title: Re: Change of queue priority while call queuing
Post by: René on May 10, 2013, 10:40:08 AM

Hi Tambo,

Could you post here a snippet of URS log?

R.

Title: Re: Change of queue priority while call queuing
Post by: Tambo on May 10, 2013, 11:08:01 AM

Hi Rene,

is this enough? it's the DB dip results (however the priority as you can see has not changed to 20)

sent to SW-LONTHC-GRT01:3000(fd=372)
2013-05-10T11:34:00.917_T_I_012e0226e70df551 [14:02] sending event 85 for vq VQ_Test-NW1
        _I_I_012e0226e70df551 [09:04] ASSIGN: v_CurrentSkillLevel(LOCAL) <- STRING: "60"
2013-05-10T11:34:00.917_I_I_012e0226e70df551 [07:38] HERE IS XDATA
    _D_I_ [07:38] request 1025368 to dbserver P_DB_RTG_LON sent: SELECT LineRoutingTable.PriorityOverride,LineRoutingTable.BARNO,LineRoutingTable.Business,LineRoutingTable.Department,LineRoutingTable.Description,LineRoutingTable.DissuasionCIQ,LineRoutingTable.DissuasionThreshold,LineRoutingTable.DNIS,LineRoutingTable.EmerMultisiteFlag,LineRoutingTable.EmerSiteToCheck,LineRoutingTable.GVPApplication,LineRoutingTable.GVPCall,LineRoutingTable.GVPSelection,LineRoutingTable.RPNAME,LineRoutingTable.SiteCode,LineRoutingTable.Skill,LineRoutingTable.SourceCode,LineRoutingTable.SubDepartment FROM LineRoutingTable WHERE LineRoutingTable.DNIS=''  AND LineRoutingTable.GVPSelection=''  AND LineRoutingTable.PriorityOverride='15'
2013-05-10T11:34:00.917_M_I_012e0226e70df551 [17:11] VQ 000000000b04e8c0 first available call: none, reason=strategy
2013-05-10T11:34:00.917_I_I_012e0226e70df551 [09:04] <<<<<<<<<<<<suspend interp(XDATA_EX), func:GetDataBaseInfo timers:00010
DEvent: nMsgID=MSG_RETRIEVED; nServer=3; nStatus=-98; nRequestID=1025368; nProfileTime 0 szSQLCmd=''; pRecord=0x0
2013-05-10T11:34:00.917_D_I_012e0226e70df551 [05:02] MSG_RETRIEVED(status nomore or empty) is received from dbserver P_DB_RTG_LON
2013-05-10T11:34:00.917_M_I_012e0226e70df551 [17:11] VQ 000000000b04e8c0 first available call: 012e0226e70df551, reason=strategy
2013-05-10T11:34:00.917_I_I_012e0226e70df551 [09:05] >>>>>>>>>>>>resume interp(0), func:GetDataBaseInfo
    _I_I_012e0226e70df551 [09:04] ASSIGN: __DBReturn(SCRIPT) <- STRING: ""
    _I_I_012e0226e70df551 [09:04] ASSIGN: v_DNIS(LOCAL) <- STRING: ""
    _I_I_012e0226e70df551 [09:04] ASSIGN: v_GVPSelection(LOCAL) <- STRING: ""
    _I_I_012e0226e70df551 [09:04] ASSIGN: v_Priority(LOCAL) <- STRING: ""
    _I_I_012e0226e70df551 [09:04] ASSIGN: v_Priority(LOCAL) <- STRING: "15"
    _I_I_012e0226e70df551 [09:04] ASSIGN: v_GVPSelection(LOCAL) <- STRING: ""
    _I_I_012e0226e70df551 [09:04] ASSIGN: v_Department(LOCAL) <- STRING: "Test"
    _I_I_012e0226e70df551 [09:04] ASSIGN: v_Q1Ann(LOCAL) <- STRING: "2016"
    _I_I_012e0226e70df551 [09:04] ASSIGN: v_Q2Ann(LOCAL) <- STRING: "2002"
    _I_I_012e0226e70df551 [09:04] ASSIGN: v_Q3Ann(LOCAL) <- STRING: "2003"
    _I_I_012e0226e70df551 [09:04] ASSIGN: v_BriefingAnn(LOCAL) <- STRING: "2006"
    _I_I_012e0226e70df551 [09:04] ASSIGN: v_EmerAnn(LOCAL) <- STRING: "2007"
    _I_I_012e0226e70df551 [09:04] ASSIGN: v_CLI(LOCAL) <- STRING: "3565636"
    _I_I_012e0226e70df551 [09:04] ASSIGN: v_MaxAvailThreshold(LOCAL) <- INTEGER: 20
    _I_I_012e0226e70df551 [09:04] ASSIGN: v_MinAvailThreshold(LOCAL) <- INTEGER: 5
    _I_I_012e0226e70df551 [09:04] ASSIGN: v_ISYS_Tier(LOCAL) <- STRING: ""
    _I_I_012e0226e70df551 [09:04] ASSIGN: v_ReceptionFlag(LOCAL) <- STRING: "N"
    _I_I_012e0226e70df551 [09:04] ASSIGN: v_Business(LOCAL) <- STRING: "Test"
    _I_I_012e0226e70df551 [09:04] ASSIGN: v_SubDepartment(LOCAL) <- STRING: "Test"
    _I_I_012e0226e70df551 [09:04] ASSIGN: v_SitesToInclude(LOCAL) <- STRING: "ACC:Y|SRA:Y|BRA:Y|FAL:Y|PTD:Y|PTS:Y|ROC:Y|BIR:Y|DUB:Y|SHA:Y|RHD:Y|HR:Y|AOPB:Y| ASPB:Y|ASERP:Y|CLBPB:Y|CRUAC:Y|CRUHW:Y|CURFK:Y|FLXPB:Y|FLXHW:Y|HRPB:Y|HRFK:Y|RHDPB:Y|TCDFK:Y|TCDPB:Y|TCDHW:Y|SCHPB:Y|SCHHW:Y|TCEPB :Y|TCDUB:Y|TSPWB:Y|TSPAL:Y|TRWPB:Y|WHSHA:Y|TOGPB:Y|YLDPB:Y|RELPB:Y|JVALT:Y|"
    _I_I_012e0226e70df551 [09:04] ASSIGN: v_DissuasionCIQ(LOCAL) <- INTEGER: 99
    _I_I_012e0226e70df551 [09:04] ASSIGN: v_DissuasionThreshold(LOCAL) <- STRING: "1"

2013-05-10T11:34:00.917  Interaction  SW-LONTHC-GRT01  P_URS_LON  GCTI-15-22000  ### DB DIP FOR NEW PRIORITY ########
IID:012e0226e70df551
2013-05-10T11:34:00.917_M_I_012e0226e70df551 [07:0c] default priority 15
    _I_I_012e0226e70df551 [09:04] ASSIGN: v_StatServer(LOCAL) <- STRING: "P_SS_RTG_LON"
    _I_I_012e0226e70df551 [09:04] ASSIGN: v_DispositionCodeSection(LOCAL) <- STRING: "DispCode_Test"

Title: Re: Change of queue priority while call queuing
Post by: Tambo on May 10, 2013, 11:10:31 AM

Hi Rene,

I have obviously made sure that priority routing is definately working

T

Title: Re: Change of queue priority while call queuing
Post by: cavagnaro on May 10, 2013, 11:55:24 AM

2 questions:
A. You are using later a function to update the priority after the DB query, correct?
B. Why it returns two times the variable?   

[code]
_I_I_012e0226e70df551 [09:04] ASSIGN: v_Priority(LOCAL) <- STRING: ""
_I_I_012e0226e70df551 [09:04] ASSIGN: v_Priority(LOCAL) <- STRING: "15"
[/code]

Title: Re: Change of queue priority while call queuing
Post by: Grand_Master on May 10, 2013, 12:25:31 PM

It looks like you're assigning the value for the priority instead of updating it.

Title: Re: Change of queue priority while call queuing
Post by: Grand_Master on May 10, 2013, 01:15:43 PM

[quote author=cavagnaro link=topic=7809.msg33941#msg33941 date=1368186924]
2 questions:
A. You are using later a function to update the priority after the DB query, correct?
B. Why it returns two times the variable?   

[code]
_I_I_012e0226e70df551 [09:04] ASSIGN: v_Priority(LOCAL) <- STRING: ""
_I_I_012e0226e70df551 [09:04] ASSIGN: v_Priority(LOCAL) <- STRING: "15"
[/code]
[/quote]

A. He's not updating v_Priority, he's assigning the variable and new value again. 
B. Which is why there's two of the same variables.

Title: Re: Change of queue priority while call queuing
Post by: Tambo on May 10, 2013, 02:18:10 PM

Hi,

thanks for this

yes i was assigning rather than updating---ma bad  :(

i have been updating it now after the DB dip but still pulls through the original value ?!?

Title: Re: Change of queue priority while call queuing
Post by: Grand_Master on May 10, 2013, 03:08:39 PM

How are you using v_Priority?  Are you using it as a variable for Priority for your VQ in the SetVQPriority function?

Title: Re: Change of queue priority while call queuing
Post by: cavagnaro on May 10, 2013, 03:21:52 PM

Logs again

Title: Re: Change of queue priority while call queuing
Post by: Tambo on May 15, 2013, 08:30:05 AM

Hi Guys,

i can't use v_Priority in SetVQPriority as it asks for an Integer which i don't want to set here, i really need the DB dip to look up the LRT and assign the new value since the initial DB dip at the start of the strategy.
I will be doing more testing today on this so should have logs later

cheers
T

Title: Re: Change of queue priority while call queuing
Post by: Grand_Master on May 16, 2013, 01:16:04 AM

You can use either an integer or variable for the priority in SetVQPriority.

Title: Re: Change of queue priority while call queuing
Post by: cavagnaro on May 16, 2013, 03:28:57 AM

Verify the variable is of integer type

Title: Re: Change of queue priority while call queuing
Post by: Tambo on May 16, 2013, 07:57:12 AM

Hi Guys,

thanks for these i'll do this next to see if any better.

got logs for DB dip and looks like this is my problem, they are coming up with no values.

Cav, this is what you spotted on last logs (2 entries) 1 with values the other blank. hence the reason the original priority is always being referenced.

Will need to do some research for new DB dip as strategy has never needed a second one yet.

request to 65224(P_SIP_LON/B_SIP_LON) message RequestUpdateUserData
AttributeReferenceID 60990594
AttributeUserData [345] 00 03 00 00..
'EmerOrBriefing' 'N'
'ReceptionFlag' 'N'
'SitesToInclude' 'ACC:Y|SRA:Y|BRA:Y|FAL:Y|PTD:Y|PTS:Y|ROC:Y|BIR:Y|DUB:Y|SHA:Y|RHD:Y|HR:Y|AOPB:Y| ASPB:Y|ASERP:Y|CLBPB:Y|CRUAC:Y|CRUHW:Y|CURFK:Y|FLXPB:Y|FLXHW:Y|HRPB:Y|HRFK:Y|RHDPB:Y|TCDFK:Y|TCDPB:Y|TCDHW:Y|SCHPB:Y|SCHHW:Y|TCEPB :Y|TCDUB:Y|TSPWB:Y|TSPAL:Y|TRWPB:Y|WHSHA:Y|TOGPB:Y|YLDPB:Y|RELPB:Y|JVALT:Y|'
AttributeConnID 012e0226e70f54ee
AttributeThisDN '1271'
..sent to SW-LONTHC-GRT01:3000(fd=372)
2013-05-16T08:39:34.743_T_I_012e0226e70f54ee [14:02] sending event 85 for vq VQ_Test-NW1
    _I_I_012e0226e70f54ee [09:04] ASSIGN: v_WaitTime(LOCAL) <- STRING: "20"

2013-05-16T08:39:34.743  Interaction  SW-LONTHC-GRT01  P_URS_LON  GCTI-15-22000  #### START OF NEW DB DIP ####
IID:012e0226e70f54ee
2013-05-16T08:39:34.743_I_I_012e0226e70f54ee [07:38] HERE IS XDATA
    _D_I_ [07:38] request 1343781 to dbserver P_DB_RTG_LON sent: SELECT LineRoutingTable.PriorityOverride,LineRoutingTable.BARNO,LineRoutingTable.Business,LineRoutingTable.Department,LineRoutingTable.Description,LineRoutingTable.DissuasionCIQ,LineRoutingTable.DissuasionThreshold,LineRoutingTable.DNIS,LineRoutingTable.EmerMultisiteFlag,LineRoutingTable.EmerSiteToCheck,LineRoutingTable.GVPApplication,LineRoutingTable.GVPCall,LineRoutingTable.GVPSelection,LineRoutingTable.RPNAME,LineRoutingTable.SiteCode,LineRoutingTable.Skill,LineRoutingTable.SourceCode,LineRoutingTable.SubDepartment FROM LineRoutingTable WHERE LineRoutingTable.DNIS=''  AND LineRoutingTable.GVPSelection=''  AND LineRoutingTable.SiteCode=''
2013-05-16T08:39:34.743_M_I_012e0226e70f54ee [17:11] VQ 000000000947cd80 first available call: none, reason=strategy
2013-05-16T08:39:34.743_M_I_012e0226e70f54ee [17:11] VQ 000000000947e1b0 first available call: none, reason=strategy
2013-05-16T08:39:34.743_I_I_012e0226e70f54ee [09:04] <<<<<<<<<<<<suspend interp(XDATA_EX), func:GetDataBaseInfo timers:00010
DEvent: nMsgID=MSG_RETRIEVED; nServer=3; nStatus=-98; nRequestID=1343781; nProfileTime 0 szSQLCmd=''; pRecord=0x0
2013-05-16T08:39:34.743_D_I_012e0226e70f54ee [05:02] MSG_RETRIEVED(status nomore or empty) is received from dbserver P_DB_RTG_LON
2013-05-16T08:39:34.743_M_I_012e0226e70f54ee [17:11] VQ 000000000947cd80 first available call: 012e0226e70f54ee, reason=strategy
2013-05-16T08:39:34.743_M_I_012e0226e70f54ee [17:11] VQ 000000000947e1b0 first available call: 012e0226e70f54ee, reason=strategy
2013-05-16T08:39:34.743_I_I_012e0226e70f54ee [09:05] >>>>>>>>>>>>resume interp(0), func:GetDataBaseInfo
    _I_I_012e0226e70f54ee [09:04] ASSIGN: __DBReturn(SCRIPT) <- STRING: ""
    _I_I_012e0226e70f54ee [09:04] ASSIGN: v_BarNo(LOCAL) <- STRING: ""
    _I_I_012e0226e70f54ee [09:04] ASSIGN: v_Business(LOCAL) <- STRING: ""
    _I_I_012e0226e70f54ee [09:04] ASSIGN: v_Department(LOCAL) <- STRING: ""
    _I_I_012e0226e70f54ee [09:04] ASSIGN: v_Description(LOCAL) <- STRING: ""
    _I_I_012e0226e70f54ee [09:04] ASSIGN: v_DissuasionCIQ(LOCAL) <- INTEGER: 0
    _I_I_012e0226e70f54ee [09:04] ASSIGN: v_DissuasionThreshold(LOCAL) <- STRING: ""
    _I_I_012e0226e70f54ee [09:04] ASSIGN: v_DNIS(LOCAL) <- STRING: ""
    _I_I_012e0226e70f54ee [09:04] ASSIGN: v_EmerMultisiteFlag(LOCAL) <- STRING: ""
    _I_I_012e0226e70f54ee [09:04] ASSIGN: v_EmerSiteToCheck(LOCAL) <- STRING: ""
    _I_I_012e0226e70f54ee [09:04] ASSIGN: v_GVPApplication(LOCAL) <- STRING: ""
    _I_I_012e0226e70f54ee [09:04] ASSIGN: v_GVPCall(LOCAL) <- STRING: ""
    _I_I_012e0226e70f54ee [09:04] ASSIGN: v_GVPSelection(LOCAL) <- STRING: ""
    _I_I_012e0226e70f54ee [09:04] ASSIGN: v_Priority(LOCAL) <- STRING: ""
    _I_I_012e0226e70f54ee [09:04] ASSIGN: v_RPName(LOCAL) <- STRING: ""
    _I_I_012e0226e70f54ee [09:04] ASSIGN: v_SiteCode(LOCAL) <- STRING: ""
    _I_I_012e0226e70f54ee [09:04] ASSIGN: v_Skill(LOCAL) <- STRING: ""
    _I_I_012e0226e70f54ee [09:04] ASSIGN: v_SourceCode(LOCAL) <- STRING: ""
    _I_I_012e0226e70f54ee [09:04] ASSIGN: v_SubDepartment(LOCAL) <- STRING: ""

Title: Re: Change of queue priority while call queuing
Post by: Tambo on May 17, 2013, 08:41:12 AM

Hi Guys,

Could not make the DB dip work !!! Would not pull back any data, don't know reason for this.

Anyway went down route of list objects for it and this works  ;D needs a tweak to make it more user friendly like LRT as have to use DNIS and GVPSelection

So we can now change the priority of a call queueing in live environment instead of new calls being answered first.

Thanks for your input as always

T