Outbound7.1 preview to predictive

Architect & Flows
1

Hello guys,

I’ stuck with some problems here…I can’t seem to figure them out. Can you please point me out in the right direction?

  1. My first problem is with AgentGroup configuration, I have an agent_A in 2 groups and each group points to 2 campaigns: Campaign_1 (which runs only in preview) and Campaign_2 (in predictive) -each with his own calling list.
    When the agent_A logs in into Campaign_1 (preview mode) and gets Ready imediatelly a call is placed to him from the predictive campaign. Why is that?

  2. I don’t seem to get GSW_USER_EVENTS from the predictive campaign.
    When the call is answered is placed on a strategy (VoiceTransferDestionation RoutingPoint) and I route the call clasically with a TargetObject. How can I get GSW_RECORD_HANDLE from OCS in this case.

In the logs I sea something like this:


14:09:54.807> CM_DBCallList(107-112-847): OpenConnection:oracle ListName:Collection_Auto TableName:collection_auto szServer:cti_prod szDatabase:
CM_DBCampaign:112 Name:Campaign Auto Status: CMS_ACTIVE GroupDBID:847 Records:0 Chains:0 OnTimer:0 AtWork:0
Print GSW UserData:
        GSW_STAT_EVENT  1
        GSW_CAMPAIGN_DBID       112
        GSW_CALL_LIST_DBID      0
        GSW_GROUP_DBID  847
        GSW_AGENT_DBID  0
        GSW_CALL_RESULT 0
        GSW_CAMPAIGN_COMPLETE   0
        GSW_LIST_COMPLETE       0
        GSW_PORTS       0
        GSW_DIAL_MODE   0
        GSW_APLICATION_ID       143
        GSW_CALLBACK_TYPE       0
        GSW_SCHED_REC_NUM       0
request to 65200(buc_tserver_p_760/buc_tserver_b_760) message RequestDistributeUserEvent
        AttributeUserData       [322] 00 0D 01 00..
        AttributeCommunicationDN        'commdn'
..sent to blum.crm.orange.intra:3200(fd=11)

....
DBList.CreateRecord(DBEvent 1376135)
        RecordHandle = 191894  ChainID = 1 ChainNum = 2
        Phone = #31#60744440932
        PhoneType = 4
        ListName = Collection_Auto  TableName = collection_auto
        CampaignName = Campaign Auto
        Attempt = 0
        RecordType = 2
        TZDBID = 107  TZOffset = 14400
        DailyFrom = 28800 (08:00:00)  DailyTill = 79200 (22:00:00)
14:09:55.329> CM_DBCallList(107-112-847): DBServer 'ocs_dbserver_p' MSG_RETRIEVED(DBM_SUCCESS) [ReqID=1376135]

Regards

2

Hi Mielu,

1. My first problem is with AgentGroup configuration, I have an agent_A in 2 groups and each group points to 2 campaigns: Campaign_1 (which runs only in preview) and Campaign_2 (in predictive) -each with his own calling list. When the agent_A logs in into Campaign_1 (preview mode) and gets Ready imediatelly a call is placed to him from the predictive campaign. Why is that?
First note - your configuration isn't officially supported by OCS. One agent could be assigned to one running predictive/progressive campaign at the same time. If you assign one agent to multiple running predictive/progressive campaign then it won't work properly. Agent can be assigned to multiple running preview campaigns at the same time.

Back to your issue - agent is assigned to predictive campaign automatically so once he/she becomes Ready OCS will route call to him/her.

2. I don't seem to get GSW_USER_EVENTS from the predictive campaign. When the call is answered is placed on a strategy (VoiceTransferDestionation RoutingPoint) and I route the call clasically with a TargetObject. How can I get GSW_RECORD_HANDLE from OCS in this case.
That could be related to issue of agent being assigned to two running predictive campaigns. Probably, OCS is confused and doesn't know what campaign call agent has received.

R.

1 Like
3

Thank you very much for the answers.

For the 2nd problem I have a trick, I’ve seen that the GSW% values are attached to the call, like this:

received from 65959(buc_tserver_p_760)blum.crm.orange.intra:3200(fd=) message EventRouteUsed
        AttributeReferenceID    21476
        AttributeReason [14] 00 01 01 00..
                'RTR'   337
        AttributeCallState      0
        AttributeThisQueue      '4104'
        AttributeCallType       3
        AttributeCallID 18105518
        AttributeConnID 015201b0e18365e6
        AttributeCallUUID       '00F75TJHM4D199VTLG832CTAES1QEHRD'
        AttributeUserData       [1289] 00 30 00 00..
                'GSW_PHONE'     '#31#XXXXXXXX'
                'GSW_TZ_OFFSET' 14400
                'GSW_CHAIN_ID'  1
                'k_ocs_cli'     'XXXXXXXXX'
                'k_ocs_cust_number'     'YYYYYYYYYY'
                'k_ocs_customer_type'   'BPTN'
                'k_ocs_record_date'     ''
                'k_ocs_balance' '1270.8'
                'k_ocs_cust_promise'    ''
                'k_ocs_cust_name'       'MIELU'
                'k_ocs_fix_phone'       'XXXXXXXXXXX'
                'k_ocs_cust_field_1'    'Dev.Mielu'
                'k_ocs_account_id'      '3294266'
                'k_ocs_contact_id'      '20581491'
                'k_ocs_custolder'       'Old_Customer'
                'k_ocs_inv_date'        '27-APR-2009'
                'GSW_RECORD_HANDLE'     197146
                'GSW_CALLING_LIST'      'Collection_Auto'
                'GSW_CAMPAIGN_NAME'     'Campaign Auto'
                'GSW_APPLICATION_ID'    143
                'GSW_ATTEMPTS'  0
                'GSW_CALL_RESULT'       0
                'Myscript'      '940'
                'ScriptName'    'NRRT_8142_TEST'
                'EAP'   '940'
                'Collection Manual'     'Collection Manual'
                'RTargetAgentGroup'     'Collection_Auto'
                'RVQID' ''
                'RTargetTypeSelected'   '2'
                'RTargetRuleSelected'   ''
                'RTargetObjectSelected' 'Collection_Auto'
                'RTargetObjSelDBID'     '847'
                'RTargetAgentSelected'  'it_softphone1'
                'RTargetPlaceSelected'  'Place_4112_buc'
                'RTenant'       'Resources'
                'RStrategyName' 'Test_VTO'
                'RStrategyDBID' '609'
                'CBR-actual_volume'     ''
                'CBR-Interaction_cost'  ''
                'CBR-contract_DBIDs'    ''
                'CBR-IT-path_DBIDs'     ''
                'RRequestedSkillCombination'    ''
                'RRequestedSkills'(list)
                'RTargetRequested'      'Collection_Auto'
                'CustomerSegment'       'default'
                'ServiceType'   'default'
                'ServiceObjective'      ''
                'PegAGCollection_Auto'  1
        AttributeThisDN '4104'
        AttributeThisDNRole     2
        AttributeOtherTrunk     24544
        AttributeOtherDNRole    2
        AttributeOtherDN        'XXXXXXXXXX'
        AttributeThirdPartyDN   '4112'
        AttributeThirdPartyDNRole       2
        AttributeTimeinSecs     1250079151 (15:12:31)
        AttributeTimeinuSecs    815625
        AttributeEventSequenceNumber    000000001b3e3788

And I can collect data with my ActiveX control triggered when the call si ringing at the agent, and then, with the GSW_RECORD_HANDLE I can send mesages (I hope) to OCS to update the calling list the the campaign :slight_smile:

Thanks again Rene