Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Dave on January 01, 1970, 12:00:00 AM
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I set a call to be rescheduled at a later time, OCS is nicely updated but the record status goes to "Updated" which is never processed. How can I get the call to trigger at the right time? Do I need to set it to "Ready". How? Is the record status the problem or do I need to do something else?
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You are using treatments? If not, then this is the reason for your problem.
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If its the same as under version 5 outbound then it does need to be READY not UPDATED. If you were using treatments then the type will go to CAMP_RESCHED. If you are calling a reschedule from a softphone then it should go to SCHEDULED_CLBK. All of these should happen automatically (I think you need to have predictive_callback = yes in Campaign Manager (or equivalent))
If you are writing direct to the call list record then more tricky as you need to get Genesys to reread the record.
Hope this helps
Rory
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Could you expand on that? As far as I am aware this problem has nothing to do with treatments as he is try to set a record to be set to sheduled callback and ready for next call using the activex api. How would you apply a treatment to affect this? I can understand that the original poster could set the call result to say (example) "no success" and a treatment could be set up based on this result to reschedule a call.. but this would be done against the reschedule time on the treatment and not what the softphone user is trying to set.
I did see this done sans treatments a while ago but sadly never actually investigated how the developers had done it it was not directly done against the calling list nor via treatments so there must be a provision in the API for this.
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This is now sorted. When sending "RecordProcessed", don't send "Treatment" if you want the OCS to reschedule it.