OCS ScheduledRecordReschedule problem

Genesys Cloud WFM
1

Hello guys,

I have a problem when I try cu schedule a client at a specified time (with RecordReschedule) it works perfectly, but if I want to reschedule the same client after the RecordReschedule time expires it doesn’t work - even though the record is updated succesfully in the database.

My TZ_OFFSET=7200 (+2h)
tz_dbid=107 which references 14400 (+4h) this I don’t understand because I live in +2 timezone. ???

This I’ve traced from the log:

received from 65200(buc_tserver_p_760)blum.crm.intra:3200(fd=11) message EventUserEvent
        AttributeThisDN '894221'
        AttributeUserData       [256] 00 08 00 00..
        AttributeUserEvent      EventUserEvent
        AttributeTimeinSecs     1245324831 (14:33:51)
        AttributeTimeinuSecs    18278
        attr_#148       0000000009125eb7
Print GSW UserData:
        GSW_AGENT_REQ_TYPE      'RecordReschedule'
        GSW_APPLICATION_ID      143
        GSW_TREATMENT   'RecordTreatPersonal'
        GSW_CAMPAIGN_NAME       'Collection Manual'
        GSW_RECORD_HANDLE       16402
        GSW_DATE_TIME   '6/18/09 14:34'
        GSW_TZ_OFFSET   '0'
        GSW_CALLBACK_TYPE       'Personal'
14:33:51.023 Trc 50002 TEvent: EventUserEvent
UpdateRecord Handle:16402 ChainID:25767 ChainNum:0
14:33:51.024> CM_DBCallRecord(105-107-828): DBServer 'ocs_dbserver_p' SQL:  update collection_2 set call_result=0,agent_id='7022',call_time=1245324796,dial_sched_time=1245324840,record_type=5  where chain_id=25767 and chain_n=0 [ReqID=176162]
14:33:51.024 Trc 50071 Send UserEvent
Print GSW UserData:
        GSW_TREATMENT   'RecordTreatPersonal'
        GSW_RECORD_HANDLE       16402
        GSW_DATE_TIME   '6/18/09 14:34'
        GSW_TZ_OFFSET   '0'
        GSW_CALLBACK_TYPE       'Personal'
        GSW_CAMPAIGN_NAME       'Collection Manual'
        GSW_CALLING_LIST        'Collection_list_manual'
        GSW_USER_EVENT  'RecordRescheduleAcknowledge'
        GSW_APPLICATION_ID      143
request to 65200(buc_tserver_p_760/buc_tserver_b_760) message RequestDistributeUserEvent
        AttributeUserData       [304] 00 09 00 00..
        AttributeCommunicationDN        '894221'
..sent to blum.crm.intra:3200(fd=11)


received from 65200(buc_tserver_p_760)blum.crm.intra:3200(fd=11) message EventUserEvent
        AttributeThisDN '894221'
        AttributeUserData       [206] 00 06 00 00..
        AttributeUserEvent      EventUserEvent
        AttributeTimeinSecs     1245324835 (14:33:55)
        AttributeTimeinuSecs    192156
        attr_#148       0000000009125f5d
Print GSW UserData:
        GSW_AGENT_REQ_TYPE      'RecordProcessed'
        GSW_APPLICATION_ID      143
        GSW_CALLING_LIST        'Collection_list'
        GSW_CAMPAIGN_NAME       'Collection Manual'
        GSW_RECORD_HANDLE       16402
        GSW_TREATMENT   'DoNotRecordTreat'
14:33:55.194 Trc 50002 TEvent: EventUserEvent
SetRecordStatus(): status Ready set for record ChainID=25767, ChainN=0, RecordHandle=16402
SetRecordStatus(): status Ready set for record ChainID=25767, ChainN=1, RecordHandle=16403
UpdateRecord Handle:16402 ChainID:25767 ChainNum:0


14:33:55.209 Trc 50071 Send UserEvent
Print GSW UserData:
        GSW_CALLING_LIST        'Collection_list'
        GSW_CAMPAIGN_NAME       'Collection Manual'
        GSW_RECORD_HANDLE       16402
        GSW_TREATMENT   'DoNotRecordTreat'
        GSW_USER_EVENT  'RecordProcessedAcknowledge'
        GSW_APPLICATION_ID      143
request to 65200(buc_tserver_p_760/buc_tserver_b_760) message RequestDistributeUserEvent
        AttributeUserData       [212] 00 06 00 00..
        AttributeCommunicationDN        '894221'
..sent to blum.crm.intra:3200(fd=11)
14:33:55.209 Trc 31002 Call destroyed: ID 16402, Type 2, Agent ID 7022, Switch DBID 101, Dialer DBID 196


14:34:00.124 Trc 50071 Send UserEvent
Print GSW UserData:
        GSW_PHONE       '#31#60740112773'
        GSW_TZ_OFFSET   10800
        GSW_CHAIN_ID    25767
        GSW_RECORD_HANDLE       17109
        GSW_CALLING_LIST        'Collection_list_manual'
        GSW_CAMPAIGN_NAME       'Collection Manual'
        GSW_CALLBACK_TYPE       'Personal'
        GSW_ATTEMPTS    0
        GSW_CALL_RESULT 0
        GSW_USER_EVENT  'ScheduledCall'
        GSW_APPLICATION_ID      143
request to 65200(buc_tserver_p_760/buc_tserver_b_760) message RequestDistributeUserEvent
        AttributeUserData       [706] 00 18 00 00..
        AttributeCommunicationDN        '894221'
..sent to blum.crm.intra:3200(fd=11)
received from 65200(buc_tserver_p_760)blum.crm.intra:3200(fd=11) message EventACK
        AttributeUserEvent      RequestDistributeUserEvent
        AttributeThisDN '894221'
        AttributeTimeinSecs     1245324840 (14:34:00)
        AttributeTimeinuSecs    125194
        attr_#148       0000000009126009
14:34:00.127 Trc 50002 TEvent: Unknown TEvent

Everything is ok until here.


received from 65200(buc_tserver_p_760)blum.crm.intra:3200(fd=11) message EventUserEvent
        AttributeThisDN '894221'
        AttributeUserData       [155] 00 04 00 00..
        AttributeUserEvent      EventUserEvent
        AttributeTimeinSecs     1245324860 (14:34:20)
        AttributeTimeinuSecs    103884
        attr_#148       0000000009126601
Print GSW UserData:
        GSW_AGENT_REQ_TYPE      'ScheduledRecordRescheduleAcknowledge'
        GSW_RECORD_HANDLE       17109
        GSW_APPLICATION_ID      143
        GSW_CAMPAIGN_NAME       'Collection Manual'
14:34:20.106 Trc 50002 TEvent: EventUserEvent
14:34:20.106 Trc 50071 Send UserEvent
Print GSW UserData:
        GSW_RECORD_HANDLE       17109
        GSW_CAMPAIGN_NAME       'Collection Manual'
        GSW_ERROR       'Invalid Request'
        GSW_ERROR_NUMBER        6
        GSW_APPLICATION_ID      143
request to 65200(buc_tserver_p_760/buc_tserver_b_760) message RequestDistributeUserEvent
        AttributeUserData       [149] 00 05 01 00..
        AttributeCommunicationDN        '894221'
..sent to blum.crm.intra:3200(fd=11)


received from 65200(buc_tserver_p_760)blum.crm.intra:3200(fd=11) message EventUserEvent
        AttributeThisDN '894221'
        AttributeUserData       [265] 00 08 00 00..
        AttributeUserEvent      EventUserEvent
        AttributeTimeinSecs     1245324865 (14:34:25)
        AttributeTimeinuSecs    84965
        attr_#148       0000000009126821
Print GSW UserData:
        GSW_AGENT_REQ_TYPE      'ScheduledRecordReschedule'
        GSW_APPLICATION_ID      143
        GSW_TREATMENT   'RecordTreatPersonal'
        GSW_CAMPAIGN_NAME       'Collection Manual'
        GSW_RECORD_HANDLE       17109
        GSW_DATE_TIME   '6/18/09 14:36'
        GSW_TZ_OFFSET   '0'
        GSW_CALLBACK_TYPE       'Personal'
14:34:25.087 Trc 50002 TEvent: EventUserEvent
UpdateRecord Handle:17109 ChainID:25767 ChainNum:0
14:34:25.087> CM_DBCallRecord(105-107-828): DBServer 'ocs_dbserver_p' SQL:  update collection_2 set agent_id='7022',call_time=1245324840,dial_sched_time=1245324960,record_type=5  where chain_id=25767 and chain_n=0 [ReqID=176210]
14:34:25.087 Trc 50071 Send UserEvent
Print GSW UserData:
        GSW_TREATMENT   'RecordTreatPersonal'
        GSW_RECORD_HANDLE       17109
        GSW_DATE_TIME   '6/18/09 14:36'
        GSW_TZ_OFFSET   '0'
        GSW_CALLBACK_TYPE       'Personal'
        GSW_CAMPAIGN_NAME       'Collection Manual'
        GSW_CALLING_LIST        'Collection_list_manual'
        GSW_USER_EVENT  'ScheduledRecordRescheduleAcknowledge'
        GSW_APPLICATION_ID      143
request to 65200(buc_tserver_p_760/buc_tserver_b_760) message RequestDistributeUserEvent
        AttributeUserData       [313] 00 09 00 00..
        AttributeCommunicationDN        '894221'
..sent to blum.crm.intra:3200(fd=11)

After this nothing happens.. So I think…

Can someone tell me what is the problem?

Thx

2

The personal reschedule will not be dialed automatically, an user event will arrive to the agent desktop and it is his choice to dial again.

3

Yes I know this, I’m also using PreviewDialign, that is the problem, no User_Event came for the parcular records that i reschedule - so I think.

Or how can I catch this particular event, I think maybe there is another type of USER_EVENT that I have not implemented yet… If yes, what should be exactly that event? ‘ScheduledCall’?.

Even if i [i]grep -in schedule ocs_file.log[/i] i can see that no %Schedule% event was triggered:

28747:  GSW_AGENT_REQ_TYPE      'RecordReschedule'
28767:  GSW_USER_EVENT  'RecordRescheduleAcknowledge'
32084:  GSW_USER_EVENT  'ScheduledCall'
45166:  GSW_AGENT_REQ_TYPE      'ScheduledRecordRescheduleAcknowledge'
50100:  GSW_AGENT_REQ_TYPE      'ScheduledRecordReschedule'
50120:  GSW_USER_EVENT  'ScheduledRecordRescheduleAcknowledge'

Regards

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