Disposition code user event not sent to T Server clients

Voice & Telephony
1

In GAD 7.6, I’ve configured disposition codes to send a UserEvent when a code is selected and Mark Done is pressed (as per the Deployment Guide).

The GAD is sending the UserEvent to T Server but for some reason T Server is deciding not to distribute it to its clients. I need it to send the event to ICON.

Below is an example of some UserData that succesfully gets sent to ICON and other T Server clients:


12:30:28.278 Trc 04541 RequestDistributeUserEvent received from [528] (00000014 GAD2)
message RequestDistributeUserEvent
	AttributeCommunicationDN	'34854'
	AttributeReferenceID	91701
	AttributeUserData	[46] 00 01 00 00..
		'GSW_AGENT_REQ_TYPE'	'CampaignStatusRequest'
12:30:28.278 Int 04543 Interaction message "RequestDistributeUserEvent" received from 528 ("GAD2")
-- Absent ThisDN, 34854 was used
@12:30:28.2780 [0] 7.6.003.05 send_to_client: message EventACK
	AttributeEventSequenceNumber	0000000000696886
	AttributeCustomerID	'Resources'
	AttributeTimeinuSecs	278000
	AttributeTimeinSecs	1300365028 (12:30:28)
	AttributeReferenceID	91701
	AttributeThisDN	'34854'
	AttributeUserEvent	RequestDistributeUserEvent
12:30:28.278 Trc 04542 EventACK sent to [528] (00000014 GAD2)
@12:30:28.2780 [0] 7.6.003.05 distribute_user_event: message EventUserEvent
	AttributeEventSequenceNumber	0000000000696887
	AttributeCustomerID	'Resources'
	AttributeTimeinuSecs	278000
	AttributeTimeinSecs	1300365028 (12:30:28)
	AttributeUserEvent	EventUserEvent
	AttributeUserData	[46] 00 01 00 00..
		'GSW_AGENT_REQ_TYPE'	'CampaignStatusRequest'
	AttributeReferenceID	91701
	AttributeThisDN	'34854'
12:30:28.278 Trc 04542 EventUserEvent sent to [492] (00000025 OCS_StatServer_Primary)
12:30:28.278 Trc 04542 EventUserEvent sent to [600] (00000012 Voice_ICON_Primary)
12:30:28.278 Trc 04542 EventUserEvent sent to [588] (00000011 WFM_StatServer_Primary)
12:30:28.278 Trc 04542 EventUserEvent sent to [572] (00000010 DataMart_StatServer_Primary)
12:30:28.278 Trc 04542 EventUserEvent sent to [548] (0000000e RoutingStatServer_Primary)
12:30:28.278 Trc 04542 EventUserEvent sent to [416] (00000003 Voice_ICON_Backup)
12:30:28.278 Trc 04542 EventUserEvent sent to [536] (0000000d LDS_StatServer_TProxy)
12:30:28.278 Trc 04542 EventUserEvent sent to [396] (00000002 DataMart_StatServer_BackUp)
12:30:28.278 Trc 04542 EventUserEvent sent to [436] (00000006 RoutingStatServer_BackUp)
12:30:28.278 Trc 04542 EventUserEvent sent to [464] (00000007 WFM_StatServer_Backup )

And here is the unsuccessful operation for the disposition code:


13:18:03.059 Trc 04541 RequestDistributeUserEvent received from [528] (00000014 GAD2)
message RequestDistributeUserEvent
	AttributeCommunicationDN	'44582'
	AttributeReferenceID	29028
	AttributeUserData	[23] 00 01 00 00..
		'CallCategory'	'Test'
13:18:03.059 Int 04543 Interaction message "RequestDistributeUserEvent" received from 528 ("GAD2")
-- Absent ThisDN, 44582 was used
@13:18:03.0590 [0] 7.6.003.05 send_to_client: message EventACK
	AttributeEventSequenceNumber	000000000069f836
	AttributeCustomerID	'Resources'
	AttributeTimeinuSecs	59000
	AttributeTimeinSecs	1300367883 (13:18:03)
	AttributeReferenceID	29028
	AttributeThisDN	'44582'
	AttributeUserEvent	RequestDistributeUserEvent
13:18:03.059 Trc 04542 EventACK sent to [528] (00000014 GAD2)
@13:18:03.0590 [0] 7.6.003.05 distribute_user_event: message EventUserEvent
	AttributeEventSequenceNumber	000000000069f837
	AttributeCustomerID	'Resources'
	AttributeTimeinuSecs	59000
	AttributeTimeinSecs	1300367883 (13:18:03)
	AttributeUserEvent	EventUserEvent
	AttributeUserData	[23] 00 02 00 00..
		'CallCategory'	'Test'
	AttributeReferenceID	29028
	AttributeThisDN	'44582'

As you can see, in the second example the event just isn’t passed to the clients of T Server. The only real difference I see between the two examples is that in the first one, ThisDN is a place/extension and in the second, ThisDN is the agent ID.

I don’t know if this could cause a problem because of registration of the DNs on T Server. This should work though; as of v7.6 this is out-of-the-box functionality in GAD, I haven’t had to do any javascript customisation (only GAD application options).

Any ideas anyone?

2

Desperate for help with this one; can’t find any kind of explanation for it!

Any thoughts welcome, no matter how crazy! ;D

1 Like
3

You answered yourself :slight_smile:

The first Request / Event is distributed on a DN (agent’s extension) which was registered by all those clients, therefore TServer notifies them.
The second Request / Event is distributed on a AgentID, which is not a regular DN monitored or registered by any client.
The question is, why does your client send that Request on behalf of the AgentID??

Fra

1 Like
4

Hi Fra

I’m using the Genesys Agent Desktop, i.e. standard out-of-the-box desktop client. What I’m trying to do is documented functionality and controlled by options on the GAD application in CME. There is no opportunity to define which DN the request is sent from.

The agent just selects a disposition code from the list of checkboxes and when they Mark Done, the UserEvent is sent.

I guess the successful Request / Event is being sent by OCS. Any idea how I would make my request use the extension as the communicationDN like OCS does?

5

Unfortunately not, but I’m sure somebody on this forum knows.

Fra

6

I’ve been through the T Server deployment guide and not found any particularly useful-looking options to control which DN a request comes from.

There is an option called “convert-otherdn” which allows you to convert the value provided in a request’s AttributeOtherDN to the reserved DN. Seems like I need a similar option for ThisDN!

2 Likes
7

Success!

There is a GAD option called “a4400-custom-substitute-mode” which, according to the description in the documentation:

Enables the creation of a virtual position DN upon agent login. The virtual DN is substituted for the extension DN

The option is not configured in the GAD by default; it has to be added in. Also, confusingly, the default value is apparently ‘false’ (so you would think if the option was not configured it would automatically be false), however to get this to work I had to add the option and explicitly set it to ‘false’.

1 Like