PreviewRecordRequest error

dmans1 · October 3, 2008, 11:47am

Hi

I am using the 7.2 ActiveX SDK to embed telephony functionality on our inhouse CRM programm.
The company has been using the 5.1 CTI version and we upgraded to 7.6 to implement the predictive dialing mode.

So far the preview mode was custom made through the CRM database using only the basic telephony events and commands(Tdial and so on).

We have managed to implement preview dialing and all the needed functionality through the api (addrecord recuests, predictive callbacks and so on) , but it seems that we are hiting the wall when trying to issue PreviewRecordRequest .
Sniffing trough the OCS logs that request is never actually registered and we receive only a eventACK from the Tserver.

Below is the sub implementing the request

Public Sub PreviewRecordRequest(CampaignName As String)
    Dim MyUserData As TEventInfo
    Dim mypair As CTKVPair
    Dim myData As CTKVList
    
    Set MyUserData = New TEventInfo
    Set myData = New CTKVList
    
    myData.Clear
    Set mypair = New CTKVPair
    
    mypair.Key = "GSW_AGENT_REQ_TYPE"
    mypair.Type = CKVTypeString
    mypair.StringValue = "PreviewRecordRequest"
    myData.AddHead mypair
    
    Set mypair = New CTKVPair
    
    mypair.Key = "GSW_APPLICATION_ID"
    mypair.Type = CKVTypeNum
    mypair.NumValue = GSW_APPLICATION_ID
    myData.Insert myData.GetCount + 1, mypair
    
    Set mypair = New CTKVPair
    mypair.Key = "GSW_CAMPAIGN_NAME"
    mypair.Type = CKVTypeString
    mypair.StringValue = "Pilot_20080702"
    myData.AddTail mypair
    
    GenesysControls.my_Extension.TSendUserEvent MyUserData
    
End Sub

The above coding logic is used in every other request we make and works like a charm.

Any idea what might be wrong in this case? (FYI : Preview requests through the GAD web interface are working)

cavagnaro · October 3, 2008, 8:23pm

Can you post the logs?

jjavierv · October 3, 2008, 8:28pm

:-\ I hope this will help you… I have strange issues also with requests (including PreviewRecordRequest), throwing even an unnamed error coded 201. The only thing I did after too many try outs was to send only StringValues, even for those supposed to be NumericValues.

cavagnaro · October 3, 2008, 8:57pm

logs?

dmans1 · October 6, 2008, 7:30am

ok… Event sequence as follows…
Dn registration, then agent logs in, gets events about the campaigns he’s in and then he sents a preview record request and logs out… That preview request is nowhere to be seen in the logs.

Tserver logs

message RequestRegisterAddress
	AttributeThisDN	'10304'
	AttributeRegisterMode	0
	AttributeControlMode	0
	AttributeAddressType	1 (DN)
	AttributeReferenceID	2
@09:42:56.7830 [0] 7.6.006.05 send_to_client: message EventRegistered
	AttributeEventSequenceNumber	000000000038149c
	AttributeCustomerID	'Resources'
	AttributeTimeinuSecs	783000
	AttributeTimeinSecs	1223275376 (09:42:56)
	AttributeReason	[2] 00 00..
	AttributeExtensions	[66] 00 03 01 00..
		'AgentStatus'	0
		'AgentStatusTimestamp'	0
		'status'	0
	AttributeAddressType	1 (DN)
	AttributeThisDN	'10304'
	AttributeReferenceID	2
message RequestAgentLogin
	AttributeThisDN	'10304'
	AttributeAgentID	'1891'
	AttributeAgentWorkMode	0 (Unknown)
	AttributeReferenceID	3
@09:42:56.8290 [0] 7.6.006.05 distribute_response: message EventAgentLogin
	AttributeExtensions	[53] 00 01 00 00..
		'AgentSessionID'	'CLBFBMDHKL7KP15TMLVV23O82C00J3GN'
	AttributeEventSequenceNumber	000000000038149d
	AttributeCustomerID	'Resources'
	AttributeTimeinuSecs	829000
	AttributeTimeinSecs	1223275376 (09:42:56)
	AttributeThisDN	'10304'
	AttributeAgentID	'1891'
	AttributeReferenceID	3
@09:42:56.8290 [0] 7.6.006.05 distribute_event: message EventAgentNotReady
	AttributeExtensions	[53] 00 01 00 00..
		'AgentSessionID'	'CLBFBMDHKL7KP15TMLVV23O82C00J3GN'
	AttributeEventSequenceNumber	000000000038149e
	AttributeCustomerID	'Resources'
	AttributeTimeinuSecs	829000
	AttributeTimeinSecs	1223275376 (09:42:56)
	AttributeThisDN	'10304'
	AttributeAgentWorkMode	4 (AuxWork)
	AttributeAgentID	'1891'
@09:42:56.8290 [0] 7.6.006.05 send_to_client: message EventACK
	AttributeEventSequenceNumber	000000000038149f
	AttributeCustomerID	'Resources'
	AttributeTimeinuSecs	829000
	AttributeTimeinSecs	1223275376 (09:42:56)
	AttributeThisDN	'10304'
	AttributeUserEvent	RequestDistributeUserEvent
@09:42:56.8290 [0] 7.6.006.05 distribute_user_event: message EventUserEvent
	AttributeEventSequenceNumber	00000000003814a0
	AttributeCustomerID	'Resources'
	AttributeTimeinuSecs	829000
	AttributeTimeinSecs	1223275376 (09:42:56)
	AttributeUserEvent	EventUserEvent
	AttributeUserData	[252] 00 07 00 00..
		'GSW_CAMPAIGN_DESCRIPTION'	''
		'GSW_CAMPAIGN_GROUP_DESCRIPTION'	''
		'GSW_CAMPAIGN_GROUP_NAME'	'Pilot_20080702@PDS_Test_Outbound'
		'GSW_CAMPAIGN_MODE'	'Preview'
		'GSW_CAMPAIGN_NAME'	'Pilot_20080702'
		'GSW_APPLICATION_ID'	129
		'GSW_USER_EVENT'	'CampaignStarted'
	AttributeThisDN	'10304'
@09:42:56.9230 [0] 7.6.006.05 send_to_client: message EventACK
	AttributeEventSequenceNumber	00000000003814a1
	AttributeCustomerID	'Resources'
	AttributeTimeinuSecs	923000
	AttributeTimeinSecs	1223275376 (09:42:56)
	AttributeThisDN	'10304'
	AttributeUserEvent	RequestDistributeUserEvent
@09:42:56.9230 [0] 7.6.006.05 distribute_user_event: message EventUserEvent
	AttributeEventSequenceNumber	00000000003814a2
	AttributeCustomerID	'Resources'
	AttributeTimeinuSecs	923000
	AttributeTimeinSecs	1223275376 (09:42:56)
	AttributeUserEvent	EventUserEvent
	AttributeUserData	[197] 00 06 00 00..
		'GSW_CAMPAIGN_DESCRIPTION'	''
		'GSW_CAMPAIGN_GROUP_DESCRIPTION'	''
		'GSW_CAMPAIGN_GROUP_NAME'	'Inbound'
		'GSW_CAMPAIGN_NAME'	'Inbound'
		'GSW_APPLICATION_ID'	129
		'GSW_USER_EVENT'	'CampaignGroupAssigned'
	AttributeThisDN	'10304'
@09:43:00.3920 [0] 7.6.006.05 send_to_client: message EventACK
	AttributeEventSequenceNumber	00000000003814a8
	AttributeCustomerID	'Resources'
	AttributeTimeinuSecs	392000
	AttributeTimeinSecs	1223275380 (09:43:00)
	AttributeThisDN	'10304'
	AttributeUserEvent	RequestDistributeUserEvent
@09:43:00.3920 [0] 7.6.006.05 distribute_user_event: message EventUserEvent
	AttributeEventSequenceNumber	00000000003814a9
	AttributeCustomerID	'Resources'
	AttributeTimeinuSecs	392000
	AttributeTimeinSecs	1223275380 (09:43:00)
	AttributeUserEvent	EventUserEvent
	AttributeThisDN	'10304'
message RequestAgentNotReady
	AttributeThisDN	'10304'
	AttributeAgentWorkMode	0 (Unknown)
	AttributeReferenceID	4
message RequestAgentLogout
	AttributeThisDN	'10304'
	AttributeReferenceID	5
message RequestUnregisterAddress
	AttributeThisDN	'10304'
	AttributeControlMode	0
	AttributeReferenceID	6
@09:43:15.8610 [0] 7.6.006.05 send_to_client: message EventUnregistered
	AttributeEventSequenceNumber	00000000003814c2
	AttributeCustomerID	'Resources'
	AttributeTimeinuSecs	861000
	AttributeTimeinSecs	1223275395 (09:43:15)
	AttributeThisDN	'10304'
	AttributeReferenceID	6
@09:43:15.8610 [0] 7.6.006.05 distribute_response: message EventAgentNotReady
	AttributeExtensions	[53] 00 01 00 00..
		'AgentSessionID'	'CLBFBMDHKL7KP15TMLVV23O82C00J3GN'
	AttributeEventSequenceNumber	00000000003814c3
	AttributeCustomerID	'Resources'
	AttributeTimeinuSecs	861000
	AttributeTimeinSecs	1223275395 (09:43:15)
	AttributeThisDN	'10304'
	AttributeAgentWorkMode	4 (AuxWork)
	AttributeAgentID	'1891'
	AttributeReferenceID	4
@09:43:15.9080 [0] 7.6.006.05 distribute_response: message EventAgentLogout
	AttributeExtensions	[53] 00 01 00 00..
		'AgentSessionID'	'CLBFBMDHKL7KP15TMLVV23O82C00J3GN'
	AttributeEventSequenceNumber	00000000003814c4
	AttributeCustomerID	'Resources'
	AttributeTimeinuSecs	908000
	AttributeTimeinSecs	1223275395 (09:43:15)
	AttributeThisDN	'10304'
	AttributeAgentID	'1891'
	AttributeReferenceID	5

OCS logs

message RequestRegisterAddress
	AttributeThisDN	'10304'
	AttributeRegisterMode	0
	AttributeControlMode	0
	AttributeAddressType	1 (DN)
	AttributeReferenceID	2
@09:42:56.7830 [0] 7.6.006.05 send_to_client: message EventRegistered
	AttributeEventSequenceNumber	000000000038149c
	AttributeCustomerID	'Resources'
	AttributeTimeinuSecs	783000
	AttributeTimeinSecs	1223275376 (09:42:56)
	AttributeReason	[2] 00 00..
	AttributeExtensions	[66] 00 03 01 00..
		'AgentStatus'	0
		'AgentStatusTimestamp'	0
		'status'	0
	AttributeAddressType	1 (DN)
	AttributeThisDN	'10304'
	AttributeReferenceID	2
message RequestAgentLogin
	AttributeThisDN	'10304'
	AttributeAgentID	'1891'
	AttributeAgentWorkMode	0 (Unknown)
	AttributeReferenceID	3
@09:42:56.8290 [0] 7.6.006.05 distribute_response: message EventAgentLogin
	AttributeExtensions	[53] 00 01 00 00..
		'AgentSessionID'	'CLBFBMDHKL7KP15TMLVV23O82C00J3GN'
	AttributeEventSequenceNumber	000000000038149d
	AttributeCustomerID	'Resources'
	AttributeTimeinuSecs	829000
	AttributeTimeinSecs	1223275376 (09:42:56)
	AttributeThisDN	'10304'
	AttributeAgentID	'1891'
	AttributeReferenceID	3
@09:42:56.8290 [0] 7.6.006.05 distribute_event: message EventAgentNotReady
	AttributeExtensions	[53] 00 01 00 00..
		'AgentSessionID'	'CLBFBMDHKL7KP15TMLVV23O82C00J3GN'
	AttributeEventSequenceNumber	000000000038149e
	AttributeCustomerID	'Resources'
	AttributeTimeinuSecs	829000
	AttributeTimeinSecs	1223275376 (09:42:56)
	AttributeThisDN	'10304'
	AttributeAgentWorkMode	4 (AuxWork)
	AttributeAgentID	'1891'
@09:42:56.8290 [0] 7.6.006.05 send_to_client: message EventACK
	AttributeEventSequenceNumber	000000000038149f
	AttributeCustomerID	'Resources'
	AttributeTimeinuSecs	829000
	AttributeTimeinSecs	1223275376 (09:42:56)
	AttributeThisDN	'10304'
	AttributeUserEvent	RequestDistributeUserEvent
@09:42:56.8290 [0] 7.6.006.05 distribute_user_event: message EventUserEvent
	AttributeEventSequenceNumber	00000000003814a0
	AttributeCustomerID	'Resources'
	AttributeTimeinuSecs	829000
	AttributeTimeinSecs	1223275376 (09:42:56)
	AttributeUserEvent	EventUserEvent
	AttributeUserData	[252] 00 07 00 00..
		'GSW_CAMPAIGN_DESCRIPTION'	''
		'GSW_CAMPAIGN_GROUP_DESCRIPTION'	''
		'GSW_CAMPAIGN_GROUP_NAME'	'Pilot_20080702@PDS_Test_Outbound'
		'GSW_CAMPAIGN_MODE'	'Preview'
		'GSW_CAMPAIGN_NAME'	'Pilot_20080702'
		'GSW_APPLICATION_ID'	129
		'GSW_USER_EVENT'	'CampaignStarted'
	AttributeThisDN	'10304'
@09:42:56.9230 [0] 7.6.006.05 send_to_client: message EventACK
	AttributeEventSequenceNumber	00000000003814a1
	AttributeCustomerID	'Resources'
	AttributeTimeinuSecs	923000
	AttributeTimeinSecs	1223275376 (09:42:56)
	AttributeThisDN	'10304'
	AttributeUserEvent	RequestDistributeUserEvent
@09:42:56.9230 [0] 7.6.006.05 distribute_user_event: message EventUserEvent
	AttributeEventSequenceNumber	00000000003814a2
	AttributeCustomerID	'Resources'
	AttributeTimeinuSecs	923000
	AttributeTimeinSecs	1223275376 (09:42:56)
	AttributeUserEvent	EventUserEvent
	AttributeUserData	[197] 00 06 00 00..
		'GSW_CAMPAIGN_DESCRIPTION'	''
		'GSW_CAMPAIGN_GROUP_DESCRIPTION'	''
		'GSW_CAMPAIGN_GROUP_NAME'	'Inbound'
		'GSW_CAMPAIGN_NAME'	'Inbound'
		'GSW_APPLICATION_ID'	129
		'GSW_USER_EVENT'	'CampaignGroupAssigned'
	AttributeThisDN	'10304'
@09:43:00.3920 [0] 7.6.006.05 send_to_client: message EventACK
	AttributeEventSequenceNumber	00000000003814a8
	AttributeCustomerID	'Resources'
	AttributeTimeinuSecs	392000
	AttributeTimeinSecs	1223275380 (09:43:00)
	AttributeThisDN	'10304'
	AttributeUserEvent	RequestDistributeUserEvent
@09:43:00.3920 [0] 7.6.006.05 distribute_user_event: message EventUserEvent
	AttributeEventSequenceNumber	00000000003814a9
	AttributeCustomerID	'Resources'
	AttributeTimeinuSecs	392000
	AttributeTimeinSecs	1223275380 (09:43:00)
	AttributeUserEvent	EventUserEvent
	AttributeThisDN	'10304'
message RequestAgentNotReady
	AttributeThisDN	'10304'
	AttributeAgentWorkMode	0 (Unknown)
	AttributeReferenceID	4
message RequestAgentLogout
	AttributeThisDN	'10304'
	AttributeReferenceID	5
message RequestUnregisterAddress
	AttributeThisDN	'10304'
	AttributeControlMode	0
	AttributeReferenceID	6
@09:43:15.8610 [0] 7.6.006.05 send_to_client: message EventUnregistered
	AttributeEventSequenceNumber	00000000003814c2
	AttributeCustomerID	'Resources'
	AttributeTimeinuSecs	861000
	AttributeTimeinSecs	1223275395 (09:43:15)
	AttributeThisDN	'10304'
	AttributeReferenceID	6
@09:43:15.8610 [0] 7.6.006.05 distribute_response: message EventAgentNotReady
	AttributeExtensions	[53] 00 01 00 00..
		'AgentSessionID'	'CLBFBMDHKL7KP15TMLVV23O82C00J3GN'
	AttributeEventSequenceNumber	00000000003814c3
	AttributeCustomerID	'Resources'
	AttributeTimeinuSecs	861000
	AttributeTimeinSecs	1223275395 (09:43:15)
	AttributeThisDN	'10304'
	AttributeAgentWorkMode	4 (AuxWork)
	AttributeAgentID	'1891'
	AttributeReferenceID	4
@09:43:15.9080 [0] 7.6.006.05 distribute_response: message EventAgentLogout
	AttributeExtensions	[53] 00 01 00 00..
		'AgentSessionID'	'CLBFBMDHKL7KP15TMLVV23O82C00J3GN'
	AttributeEventSequenceNumber	00000000003814c4
	AttributeCustomerID	'Resources'
	AttributeTimeinuSecs	908000
	AttributeTimeinSecs	1223275395 (09:43:15)
	AttributeThisDN	'10304'
	AttributeAgentID	'1891'
	AttributeReferenceID	5
		'GSW_AGENT_ID'	''
		'GSW_CALL_RESULT'	7
		'GSW_TZ_NAME'	'EET'
		'GSW_CONTACT_MEDIA_TYPE'	'voice'
		'GSW_CALL_ATTEMPT_GUID'	'84OBK6QF0P1HT7IFQ47B1AOIBO000CHR'
		'RVQID'	'I5CK0IV8TT0EV3ENIKHUI1AF3O0027JT'
		'RTargetTypeSelected'	'2'

I have also sniffed the packets that are sent and arrived during the request
1st photo is the data sent on the request and the second is from the eventACK received data.
There’s also a 3rd packet sent after that but that’s the IP ack packet.

So… any ideas? My guess till now is that the request is never sent from the pc

Edit: tried jjavierv’s idea.. no luck

Fra · October 6, 2008, 10:27am

Hi,
if your OCS agent_preview_mode_start is set to yes\true, you must issue a PreviewDialingModeStart Request before any PrevieeRecordRequest.

Fra

dmans1 · October 6, 2008, 10:40am

I have done that also.
EventACK on previewdialingmodestart request and also on the previewdialingmodeove request

Fra · October 6, 2008, 10:52am

Alright, I just didn’t see it in the logs you posted.

cavagnaro · October 6, 2008, 3:36pm

One question, is your agent requesting Preview on NotReady mode??? Is this possible? For what I know agent must be on Ready status.

dmans1 · October 7, 2008, 6:30am

Standard procedure… we log on the agent in not ready mode
Anyway, eventACK received even when the request is made while the agent is ready

cavagnaro · October 7, 2008, 3:31pm

Now you say that with GAD this works, right? If so I will go and compare what is the difference between GAD KVP and yours…

dmans1 · October 24, 2008, 1:27pm

Its a duuuuhhhhhhhhhhhh case…

somewhere i te copy-paste proccess from a sub above in the code the
Set MyUserData.UserData = myData
part before sending the request was somewhere lost, so i always kept sending an empty request…

(stupidity errors are always the most difficult to detect. )