about OCS record update issue

Genesys Cloud WFM
1

Hi everyone,
I have a problem with updating OCS record. For example, When Agent making an Outbound call, customer says that I am not available call me 1 hour later. At this time, I am executing and SQL Update script for following columns:
record_type => 3 (Campaign Rescheduled) ,
record_status = > 1 (Ready)
Call_result => 0 (OK)
dial_sched_time => Unix timestamp value for 1 hour later

update script runs with no errors but when I check that OCS record, record_type is not set to 3(Campaing Rescheduled) therefore 1 hour later record is not calling the customer again.

First of all, I know I shouldnt use update script on OCS DB directly, I need to use Genesys’s SDK for updating OCS record but there is a production bug and I need to fix this quickly. Using SDK will take time to integrate to my application.

I think, update is running perfectly and record_type is set to 3 but somehow genesys is reverting back this value to the first state.

any suggestions?
thank you

2

What is the front-end you use for the agents? WDE? IWS? GAD? Other custom?

The thing is, when the record is finished by the agent, the Genesys Front-ends send a notification with the result of the call to OCS, which then updates the database. So, it doesn’m matter that you update the database, since OCS will update it again.

If you are using any of the Genesys front-ends I listed above, all of them have a Reschedule feature, so you don’t really need to go through the SDK.

3

Adding to what hsujdik already said, you need to use OCS Reschedule to make this work. You can also use OCS HTTP interface sending a REST request. But OCS HTTP listener must be UP
https://docs.genesys.com/Documentation/OU/8.1.5/Ref/OCSSupportHTTP