OCS timezone and reschedule treatment

Genesys Cloud WFM
1

Hello,

Another stupid thing is troubling me, when I reschedule a call (treatment Busy/NoAnswer by OCS) with an interval of +2 minutes the call is dialed after 1h + 2min.

I’m in +2 timezone, so the tz_dbid I found by:

select distinct offset, offset/ (60*60) hours from TIMEZONES order by offset desc
select distinct dbid from timezones where offset=7200

And I tried using tz_offset from ranges between -7200 and +7200, and in test the same thing happes the call is dialed after 1h.
Can anyone explain me what may be wrong here?

Best Regards,
Bogdan

2

When OCS dials it rules according to the TZ defined in the record, when you reschedule make sure you use same TZ or don’t touch it.
Post some logs of the dial, reschedule and new dial event.

1 Like
3

The treatment is applied by OCS (predictive dialing), so this means I’m not touching it :slight_smile:
I’ll be back later with some logs, right now it’s pretty busy around here to snipp some log.

And by TZ, you mean tz_dbid or tz_offset? tz_dbid right?

1 Like
4

I’ve attached the logs

5

Ermm…and the ConnID?

2 Likes
6

I’ve replaced my MSISDN with something like ‘XXXXXX’ ::slight_smile:

1 Like
7

Can you at least describe the agent number, number dialed, hour of the test, something? Help us help you…

8
19:07:25.324> CM_DBCallList(107-112-847): DBServer 'ocs_dbserver_p' MSG_RETRIEVED(DBM_SUCCESS) [ReqID=220464] DBList.CreateRecord(DBEvent 220464) RecordHandle = 31636 ChainID = 10 ChainNum = 1 Phone = 60XXXXXXX PhoneType = 4 ListName = Collection_Auto TableName = collection_auto CampaignName = Campaign Auto Attempt = 0 RecordType = 2 TZDBID = 103 TZOffset = 10800 DailyFrom = 28800 (08:00:00) DailyTill = 82800 (23:00:00) 19:07:25.325> CM_DBCallList(107-112-847): DBServer 'ocs_dbserver_p' MSG_RETRIEVED(DBM_NOMORE) [ReqID=220464]
19:07:26.031 Trc 31005 Making a call: ID 31636
SeizeChannel - Number of Free Channels: 6. Total number of Channels: 12.
CPDServerMessage: Req_MakePredictiveCall
             IATRCFG_REQUESTID  296
                BAttr_UserData
                'GSW_PHONE'     '60XXXXXXX'
                'GSW_TZ_OFFSET' 10800
                'GSW_CHAIN_ID'  10
                'GSW_RECORD_HANDLE'     31636
                'GSW_CALLING_LIST'      'Collection_Auto'
                'GSW_CAMPAIGN_NAME'     'Campaign Auto'
                'GSW_APPLICATION_ID'    143
                'GSW_ATTEMPTS'  0
                'GSW_CALL_RESULT'       0
              BAttr_Extensions
                'call_wait_connected_timeout'   60
                'call_wait_original_establish_timeout'  120
                'call_wait_in_queue_timeout'    30
                'call_wait_agent_connected_timeout'     6
                'call_timeguard_timeout'        0
                'call_answer_type_recognition'  3
                'call_transfer_type'    0
                'call_data'     (list)
          LAttr_AMTransferDBID  4354
       LAttr_VoiceTransferDBID  4354
                  SAttr_DialTo  60XXXXXXX
              LAttr_SwitchDBID  101

Predictive Event DIALED: CallID= 31636. Dialed Calls in Buffer= 1. GroupDBID= 847

…and the rescheduled call:

CampaignDBID:112 GroupDBID:847 DialLog() Handle:31636 ActionCode:1 19:28:49.063 Trc 31005 Making a call: ID 31636 Value for option "public_network_access_code" is requested for //CfgSwitch/buc_pbx(101) Option: "public_network_access_code" is not configured, using default value Value for option "CPNDigits" is requested for //CfgCampaign/Campaign Auto(112) Option: "CPNDigits" is not configured, using default value SeizeChannel - Number of Free Channels: 11. Total number of Channels: 12. CPDServerMessage: Req_MakePredictiveCall IATRCFG_REQUESTID 297 BAttr_UserData 'GSW_PHONE' '60XXXXXXX' 'GSW_TZ_OFFSET' 10800 'GSW_CHAIN_ID' 10 'GSW_RECORD_HANDLE' 31636 'GSW_CALLING_LIST' 'Collection_Auto' 'GSW_CAMPAIGN_NAME' 'Campaign Auto' 'GSW_APPLICATION_ID' 143 'GSW_ATTEMPTS' 1 'GSW_CALL_RESULT' 7 BAttr_Extensions 'call_wait_connected_timeout' 60 'call_wait_original_establish_timeout' 120 'call_wait_in_queue_timeout' 30 'call_wait_agent_connected_timeout' 6 'call_timeguard_timeout' 0 'call_answer_type_recognition' 3 'call_transfer_type' 0 'call_data' (list) LAttr_AMTransferDBID 4354 LAttr_VoiceTransferDBID 4354 SAttr_DialTo 60XXXXXXX LAttr_SwitchDBID 101

Predictive Event DIALED: CallID= 31636. Dialed Calls in Buffer= 1. GroupDBID= 847

9

Are these logs configured for debug mode? I need to see the dialing event, the ringing, the treatment, all the call flow.