GSW_ERROR -> Record not found

eferreyra · September 26, 2007, 7:59pm

Hi, im sending RecordReschedule UserEvent to OCS and in some cases i get this error:

GSW_ERROR: Record not found
GSW_ERROR_NUMBER: 4

I attach an image of the events, and this is basically the C# Activex code:



            CTKVList userData = new CTKVListClass();

            userData.AddTail(CTKVUtil.BuildPair("GSW_AGENT_REQ_TYPE", "RecordReschedule"));
            userData.AddTail(contactoUserData.GetPair("GSW_APPLICATION_ID"));
            userData.AddTail(contactoUserData.GetPair("GSW_CAMPAIGN_NAME"));
            userData.AddTail(contactoUserData.GetPair("GSW_RECORD_HANDLE"));
            userData.AddTail(CTKVUtil.BuildPair("GSW_CALLBACK_TYPE", callback));
            userData.AddTail(CTKVUtil.BuildPair("GSW_DATE_TIME", fechaHora));

            TEventInfo eventInfo = new TEventInfoClass();

            eventInfo.UserData = userData;

            TStatus estado = axTExtension.TSendUserEvent(eventInfo);

            if (estado != TStatus.T_SUCCESS)
                throw new ApplicationException("Falló axTExtension.TSendUserEvent(eventInfo)");

Why can this be happen ? values of the UserEvent are ok as far i can see..

Thanks for any help..

Pachu

[attachmini=#]

bublepaw · September 26, 2007, 8:52pm

Hi,

There is a timeout in OCS after which record becomes “stale” ( it was to long on agent desktop). If this happens all requests send with this record hadle will receive GSW_ERROR_NUMBER=4. Please try to change stale_clean_timeout - default value is 30 minutes.

Regards

Paul

cavagnaro · September 26, 2007, 11:25pm

Is record_processed on OCS set to yes? If not the Record_Handle is deleted once the call is hanged up or the agent is already on Ready. Refer to the OCS reference guide.

eferreyra · September 27, 2007, 12:05pm

Paul:

Where i see and change the value of stale_clean_timeout ? anyway im not sending the reschedule 30 minutes from the contact…

As cav know we dont have much documentation and Alcatel people in Argentina avoids give us information about parameters, we never get Genesys or OCS deployment guides, still we are asking for this…

Cav:
I have Outbound Contact 7.2 Reference Manual, is this the reference guide you mean, im reading it but the problem is i dont know how OCS parameters are (because Alcatel people… you know), normally for an agent the call is finished before he register the results (reschedule for example) but not always, also if there is nothing to reschedule, i dont send anything to OCS, after this the record is marked:

record_status = Updated

Is in this Outbound Contact 7.2 Reference Manual explained how i must interact with records of the OCS ? or is in other doc. ?

cavagnaro · September 27, 2007, 1:57pm

Those parameters are configured directly on the OCServer application on CME.

How this works:
With record_processed = false/no

The record is processed once the customer hangs up the call, this means no further updates possible.

With record_processed = true/yes

The record waits for a RecordProcessed request from the agent, until this is not received you can update the userfields, and of course launch a reschedule once the call was hanged up. Another reason for the record to be closed is if the Agent went to Ready (WaitForNextCall) status. This sends an implicit RecordProcessed request.

Check the Updating Genesys Mandatory Fields and Custom Fields.

Hope this helps you

eferreyra · September 27, 2007, 2:48pm

OK i understand, now i have more info, i think this is weird but maybe you understan:

When the Outbound call is made via GSM gateway (valija para celulares), when the client hangs up, the line starts a busy tone, and i get EventDestinationBusy (with all OCS field, including record_handle), the when i hang up i receive WITH the SAME Timestamp:

EventAgentNotReady “automatic wrap-up”
EventReleased
EventOnHook
EventAgentReady Why !!!

All in the same timestamp! so as you say, when i get Ready the record was removed from my desktop and then when i send RecordProcessed fails with error 4 !!

Have some clue ???

cavagnaro · September 27, 2007, 6:46pm

That is weird, I’d check how the trunk group on the OXE is configured (busy detection) and see OXE traces, now unfortunatelly you doesn’t have access to it. I believe you need to request an OXE engineer to sit next to you and do tests together.
Of course the RecordProcess fails as the agent was already in Ready.

eferreyra · September 28, 2007, 11:45am

Yes, only happens with calls to cell phones via GSM gateway and Analog extension.

Calls to cell phones via GSM gateway and Softphone extension is ok

Calls no made with the GSM gateway are ok.

Very weird…

system · November 6, 2007, 9:16pm

Hi all, any peaople can explain me how or where I can change record_processed and change this to true? thanks.

system · November 16, 2007, 8:38pm

Hi, I’m the same case, when I send:

UpdateCallCompletionStats with record_handle and more mandatory information and the callresult=47, the OCS in this case retrieve to softphone the message “Record Not Found”.

The first event that softphone receive is the event 138 and the second is 96 with the message “Record Not Found”

My OCS Server is “record_processed= true” and the agent is allways ready.

Any people can helpme? if my ocs need other configuration, or the campaign, or the callinlist or any thing?

Note: I test with the agenmode= aftercallwork and unknowmode in the softphone.

Thanks.

jbobinsk · November 16, 2007, 9:12pm

Hi all,

First of all we have to know about what mode of campaign you have started (Preview or Progressive/Predictive) in both such cases there may be different reasons for Record not found status.
In all cases the best way is to increase OCS log and look in it inside.
There can be one of the following reasons:

OCS desided that somebode was serving record too long so it send it to database with CallStatus - Stale, and since that moment handle to record which exist on desktop application is not valid.
OCS has determined apropriate agent status which told it to store record in database with callstatus-Updated. Depending on parameter ‘record_processed’ event which can involve selftreatment of OCS is different (true/yes - for EventAgentLogout/EventAgentReady; false/no - for EventReleased).
If you have problems with determinging problems I can help you, with interprating log informations (TServer and OCS).

Regards

Jacek Bobinski

system · November 19, 2007, 1:48pm

Thanks, I’d like know how I can interpreter the log.

Yes the agent is allways on ready and the campaign mode is progressive and the record_process is true.

Thanks.

jbobinsk · November 19, 2007, 2:57pm

To go further it is good to see such case in log file - so If you want help send me appropriate logs from such case.

Regards

Jacek Bobinski

eferreyra · November 20, 2007, 11:10am

by the way, my reply #5 where i show an EventAgentReady at the same timestamp of EventAgentNotReady “automatic wrap-up” was reported as a bug by our Alcatel consultant.

Greetings

system · November 20, 2007, 10:22pm

We think that the following log from OCS have information around the problem “Record Not Found” that we have, any configuration or consideration that we need to put in our OCS or in softphone (agent desk top).

A realy thanks for your help.

14:40:02.939> ACDGroup Message. OCS version: 7.1.000.05; WorkTime: 1303;

acdGroupDBID: 118; acdGroupName: OB Test; Queues: 278@VoiceSwitchProduction(Q); 306@VoiceSwitchProduction(RP);

Group Configuration - Type: AgentGroup; AgentsByConfig: 3; AgentsLoggedIn: 2;

GroupCampaign List:

Campaign - DBID: 115; Name: Campaign_Renewals; WorkTime: 1303; Mode: Progressive; Status: GSW_CM_GCS_Running;

     Optimization Parameter: Busy Factor; Optimization Goal: 80; ProgressiveFlag: 1;

     VoiceDest: 306; SentCalls: 1; DialedCalls: 0; SentEngageCalls: 0; NoRecords: 3174;

Configuration - Dialer: TServer (SwitchDBID: 101; SwitchType: 23;)

     CPD Ports: 10; Number of Free Ports: 10; Total channels: Unlimited; Free channels: Unlimited;

Predictive data

Calls predicted: 0;

Expected values:  Busy Factor= 1.000; Abandon Rate= 0.000; Wait Time= 0.000;

Real values:      Busy Factor= 0.543; Abandon Rate= 0.286; Wait Time= 152.940;

Current Statistics

Agents/Places - Total:     2; Ready:   0; Engaged:  0; BusyOut:  1; BusyInB:  0;

                BusyPaper: 0; BusyInt: 0; BusyRing: 0; BusyDial: 0; NotReady: 1; NotAvail: 0;

Calls Outbound - Dialed: 0; Queued: 0; Established: 1; Chained: 0;

Calls Callback -            PersonalClbk: 0; CampaignClbk: 0;

Calls Inbound  -            Queued:  0;  Established: 0;

Chains - Created: 20; Deleted: 18;     Records - Created: 46; Deleted: 40;

History - Hit Ratio: 1.000;

    Durations - Out:  0.00; In:  0.00; Total:  0.00; Dial:  0.00; Dial NoContact:  0.00;

    Traffic   - Out: 0.000; In: 0.000; Other: 0.000;  Last Forecast: 0; Really Dialed: 0;

    Inbound Calls  - Completed: 1; Abandoned: 0;

    Outbound Calls - Total: 24; Established: 6; Completed: 5; Counted: 5;

                     NoContact: 16; NoContactCounted: 16; Abandoned: 2; AbandonedCounted: 2;

                     Error: 0; Stale: 0;

received from 65200(VoiceTServerProduction)genesys:3000(fd=480) message EventReleased

        AttributeOtherDN        '9033152921603'

        AttributeOtherDNRole 2

        AttributeAgentID          '226'

        AttributeThisDNRole    1

        AttributeThisTrunk        328

        AttributeCallState         11

        AttributeCallType         0

        AttributeCallID 30774

        AttributeConnID           00710182ccc87899

        AttributeDNIS  '9033152921603'

        AttributeCustomerID    'Resources'

        AttributeExtensions       [52] 00 02 00 00..

                    'GCTI_SUB_THIS_DN'          '226'

                    'GCTI_GLOB_CID'    bin: 17 4E 3B 47.. (len=8)

        AttributeThisDN           '206'

        AttributeTimeinSecs      1195069203 (14:40:03)

        AttributeTimeinuSecs    830000

14:40:03.830 Trc 50002 TEvent: EventReleased

Deleting AgentCall. ConnID: 00710182ccc87899, Type: 0, RecID: 30774, DN: 206

Setting BusyType 0 to Agent (DBID: 106)

Agent Info - Status: AGENT_READY, Background Status: AGENT_READY, BusyType: 0, BusyType Duration: 20, PersonDBID: 106

        Place - Place_206, PlaceDBID: 107

        Position DNs: None

        Extension DNs:             Number: 206, SwitchDBID: 101, State: OnHook, Service: In

        Logins:             AgentID: 226, Queue: 278, DN: 206, SwitchDBID: 101

        Groups: None

        Calls: None

        CallRecords: None

received from 65200(VoiceTServerProduction)genesys:3000(fd=480) message EventOnHook

        AttributeThisDN           '206'

        AttributeAgentID          '226'

        AttributeTimeinSecs      1195069203 (14:40:03)

        AttributeTimeinuSecs    830000

        AttributeCustomerID    'Resources'

14:40:03.830 Trc 50002 TEvent: EventOnHook

14:40:05.392> Processing stale calls: 0 were found

14:40:11.954> ACDGroup Message. OCS version: 7.1.000.05; WorkTime: 1312;

acdGroupDBID: 118; acdGroupName: OB Test; Queues: 278@VoiceSwitchProduction(Q); 306@VoiceSwitchProduction(RP);

Group Configuration - Type: AgentGroup; AgentsByConfig: 3; AgentsLoggedIn: 2;

GroupCampaign List:

Campaign - DBID: 115; Name: Campaign_Renewals; WorkTime: 1312; Mode: Progressive; Status: GSW_CM_GCS_Running;

     Optimization Parameter: Busy Factor; Optimization Goal: 80; ProgressiveFlag: 1;

     VoiceDest: 306; SentCalls: 1; DialedCalls: 0; SentEngageCalls: 0; NoRecords: 3174;

Configuration - Dialer: TServer (SwitchDBID: 101; SwitchType: 23;)

     CPD Ports: 10; Number of Free Ports: 10; Total channels: Unlimited; Free channels: Unlimited;

Predictive data

Calls predicted: 0;

Expected values:  Busy Factor= 1.000; Abandon Rate= 0.000; Wait Time= 0.000;

Real values:      Busy Factor= 0.546; Abandon Rate= 0.286; Wait Time= 152.940;

Current Statistics

Agents/Places - Total:     2; Ready:   0; Engaged:  0; BusyOut:  1; BusyInB:  0;

                BusyPaper: 0; BusyInt: 0; BusyRing: 0; BusyDial: 0; NotReady: 1; NotAvail: 0;

Calls Outbound - Dialed: 0; Queued: 0; Established: 1; Chained: 0;

Calls Callback -            PersonalClbk: 0; CampaignClbk: 0;

Calls Inbound  -            Queued:  0;  Established: 0;

Chains - Created: 20; Deleted: 18;     Records - Created: 46; Deleted: 40;

History - Hit Ratio: 1.000;

    Durations - Out:  0.00; In:  0.00; Total:  0.00; Dial:  0.00; Dial NoContact:  0.00;

    Traffic   - Out: 0.000; In: 0.000; Other: 0.000;  Last Forecast: 0; Really Dialed: 0;

    Inbound Calls  - Completed: 1; Abandoned: 0;

    Outbound Calls - Total: 24; Established: 6; Completed: 5; Counted: 5;

                     NoContact: 16; NoContactCounted: 16; Abandoned: 2; AbandonedCounted: 2;

                     Error: 0; Stale: 0;

received from 65200(VoiceTServerProduction)genesys:3000(fd=480) message EventUserEvent

        AttributeUserData        [168] 00 05 00 00..

        AttributeThisDN           '135'

        AttributeTimeinSecs      1195069220 (14:40:20)

        AttributeTimeinuSecs    687000

        AttributeCustomerID    'Resources'

Print GSW UserData:

        GSW_AGENT_REQ_TYPE   'UpdateCallCompletionStats'

        GSW_APPLICATION_ID      136

        GSW_CAMPAIGN_NAME   'Campaign_Renewals'

        GSW_CALL_RESULT           7

        GSW_RECORD_HANDLE    7

14:40:20.687 Trc 50002 TEvent: EventUserEvent

Call was not found. Desktop request is rejected.

14:40:20.687 Trc 50071 Send UserEvent

Print GSW UserData:

        GSW_CAMPAIGN_NAME   'Campaign_Renewals'

        GSW_CALL_RESULT           7

        GSW_RECORD_HANDLE    7

        GSW_ERROR 'Record not found'

        GSW_ERROR_NUMBER      4

        GSW_APPLICATION_ID      136

request to 65200(VoiceTServerProduction) message RequestDistributeUserEvent

        AttributeUserData        [174] 00 06 00 00..

        AttributeCommunicationDN      '135'

..sent to genesys:3000(fd=480)

received from 65200(VoiceTServerProduction)genesys:3000(fd=480) message EventACK

        AttributeUserEvent       RequestDistributeUserEvent

        AttributeThisDN           '135'

        AttributeTimeinSecs      1195069220 (14:40:20)

        AttributeTimeinuSecs    687000

        AttributeCustomerID    'Resources'

14:40:20.687 Trc 50002 TEvent: Unknown TEvent

14:40:20.984> ACDGroup Message. OCS version: 7.1.000.05; WorkTime: 1321;

acdGroupDBID: 118; acdGroupName: OB Test; Queues: 278@VoiceSwitchProduction(Q); 306@VoiceSwitchProduction(RP);

Group Configuration - Type: AgentGroup; AgentsByConfig: 3; AgentsLoggedIn: 2;

GroupCampaign List:

Campaign - DBID: 115; Name: Campaign_Renewals; WorkTime: 1321; Mode: Progressive; Status: GSW_CM_GCS_Running;

     Optimization Parameter: Busy Factor; Optimization Goal: 80; ProgressiveFlag: 1;

     VoiceDest: 306; SentCalls: 1; DialedCalls: 0; SentEngageCalls: 0; NoRecords: 3174;

Configuration - Dialer: TServer (SwitchDBID: 101; SwitchType: 23;)

     CPD Ports: 10; Number of Free Ports: 10; Total channels: Unlimited; Free channels: Unlimited;

Predictive data

Calls predicted: 0;

Expected values:  Busy Factor= 1.000; Abandon Rate= 0.000; Wait Time= 0.000;

Real values:      Busy Factor= 0.550; Abandon Rate= 0.286; Wait Time= 152.940;

Current Statistics

Agents/Places - Total:     2; Ready:   0; Engaged:  0; BusyOut:  1; BusyInB:  0;

                BusyPaper: 0; BusyInt: 0; BusyRing: 0; BusyDial: 0; NotReady: 1; NotAvail: 0;

Calls Outbound - Dialed: 0; Queued: 0; Established: 1; Chained: 0;

Calls Callback -            PersonalClbk: 0; CampaignClbk: 0;

Calls Inbound  -            Queued:  0;  Established: 0;

Chains - Created: 20; Deleted: 18;     Records - Created: 46; Deleted: 40;

History - Hit Ratio: 1.000;

    Durations - Out:  0.00; In:  0.00; Total:  0.00; Dial:  0.00; Dial NoContact:  0.00;

    Traffic   - Out: 0.000; In: 0.000; Other: 0.000;  Last Forecast: 0; Really Dialed: 0;

    Inbound Calls  - Completed: 1; Abandoned: 0;

    Outbound Calls - Total: 24; Established: 6; Completed: 5; Counted: 5;

                     NoContact: 16; NoContactCounted: 16; Abandoned: 2; AbandonedCounted: 2;

                     Error: 0; Stale: 0;

received from 65200(VoiceTServerProduction)genesys:3000(fd=480) message

cavagnaro · November 20, 2007, 11:25pm

GSW_RECORD_HANDLE 7 GSW_ERROR 'Record not found' GSW_ERROR_NUMBER 4

Can you post the log since the EventRinging?

system · November 23, 2007, 11:40pm

Thanks all, my problem was resolved, in the application the code when agent receive the call the software change the status of the agent to notready and this was release the record_handle in OCS.

Today I have other problem.

I send a “UpdateCallCompletionStats” with the callresult chaged to “Not Answere” (OCS save perfect and put the the information correct in the DataBase), in the callinglist I have a treatment for the callresult, the action is “Next in Chain”, but the OCS don’t retrieve the next chain_n, the ocs Retrieve the next Chain_id.

Please you can helpme how I can obtain the next chain_n?

The mode is progressive.

Thanks.

cavagnaro · November 24, 2007, 12:32am

Can you post a screenshot of your treatment?

system · November 26, 2007, 1:31pm

Hi this is the treatment.

Very thanks.

cavagnaro · November 26, 2007, 2:39pm

I see there are two treatments for NoAnswer, can you post the another one too? I believe they might be conflicting with each other.