Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: cavagnaro on February 18, 2014, 12:46:58 AM

Title: Cancel a Cancel Call
Post by: cavagnaro on February 18, 2014, 12:46:58 AM

Hi guys,
On a customer he wants to be able to cancel a call by business requirements...ok we can do that easily. RequestCancelCall. But only for a day, next day customer should be able to be called...what is happening is that OCS is still somehow blocking that number after, even on new lists...seems more like a DoNotCall rather than just cancelling a record...
I actually never paid much attention to it...is this how is supposed to work?
Funny thing is that I don't have created any DoNotCall table...

Title: Re: Cancel a Cancel Call
Post by: Dionysis on February 18, 2014, 09:27:59 AM

Definitely sounds like DNC to me cav, is the Cancel event setting "Do Not Call"?  If so OCS will add the record to whatever do not call list is configured and the record can never be dialled again until it is removed.

But if there's no do not call table you might just have a ghost in the machine.  ;)

Title: Re: Cancel a Cancel Call
Post by: Fra on February 18, 2014, 10:08:42 AM

Cav,
I assume you are implying that the request comes from the agent desktop? If so, are you sure that it sends a RequestRecordCancel rather than a RequestDoNotCall?
Mind that in both requests you should be able to instruct OCS to cancel/donotcall a specify record, linked to a campaign, vs the all chain.

Fra

Title: Re: Cancel a Cancel Call
Post by: cavagnaro on February 19, 2014, 02:50:22 PM

Yes, coming from IWS.
Will have a detailed look at the Request made.
Thanks guys, will update