Well the strategy does a EXECUTION_MODE KVP update to VCB value…and then? Goes to an AG…Don’t understand at all ???
That is enough for very basic call back.
URS can apply different execution modes to the calls.
They are defined by attached data with this key (so exectuion mode for the call can be changed
outside from strategy if needed).
In VCB execution mode if call is abandoned/released then strategy execution for such call is not interrupted, but call just becomes virtual one (not having for the time being real call on tserver).
received from 65200(tserver)host:3010(fd=) message EventAbandoned
AttributeReliability 0
AttributeCallState 0
AttributeThisQueue '2203'
AttributeCallType 2
AttributePropagatedCallType 2
AttributeCallID 42
AttributeConnID 006b022688987020
AttributeCallUUID 'VNO8D3KDA97SF8A39VND560SN4000067'
AttributeUserData [111] 00 04 00 00..
'EXECUTION_MODE' 'VCB'
'VCB_CONTACT' '11111111111111'
'VCB_TIME' '0'
'RPVQID' '4599BPBO4L7F50IBAV7JSJN3LG000003'
AttributeDNIS '2203'
...
12:48:35.007_T_W_006b022688987020 [14.32] EventAbandoned is received for ts tserver[switch] (this dn=2203), callback call
Such virtual call will be deleted when strategy come to its logical end.
If it happen to be routed tnen URS will try to create real call connecting caller with original RP before routing request. Fragment of URS log below.
...
_M_I_006b022688987020 [10.21] try to route to ag "Agent" (pl "Place", 2 ready DNs, 1 trgs): TRG 05908b14 VQ 059089e0(1 calls)
...
_I_I_006b022688987020 [0E.10] HERE IS ROUTE_CALL: VQ=rrr, target=?:French > 1
_I_I_006b022688987020 [01.10] binding with TRG 05908b14 (VQ 059089e0)
12:48:44.655_T_I_006b022688987020 [14.1b] send to ts TServer[Switch] RequestMake(Predicitive)Call to dn 11111111111111
request to 65200(TServer) message RequestMakePredictiveCall
AttributeReferenceID 41
AttributeTimeout 30
AttributeOtherDN '11111111111111'
AttributeThisDN '2203'
12:48:44.696_M_I_006b022688987020 [17.11] VQ 059089e0 first available call: none, reason=(0)delivery
_A_I_006b022688987020 [0E.0a] ----------->ARRIVAL
...
12:48:44.820_T_I_0000000000000000 [14.0c] EventDialing is received for ts Tserver[Switch] (this dn=2203)
_T_I_006b022688987021 [01.11] connid 006b022688987021 is bound to the call 4-0590aae4
_T_I_006b022688987021 [01.1b] calluuid VNO8D3KDA97SF8A39VND560SN400006C is bound to the call 4-0590aae4 as 0590afb4
12:48:44.857_I_I_006b022688987021 [01.01] call (4-0590aae4) for Cust created (del 112)
...
received from 65200(Tserver)host:3010(fd=) message EventNetworkReached
...
received from 65200(vit_ts2)host:3010(fd=) message EventQueued
AttributeCallState 0
AttributeThisQueue '2203'
AttributeNetworkCallID 119550208
AttributeCallType 3
AttributePropagatedCallType 3
AttributeCallID 44
AttributeConnID 006b022688987021
AttributeCallUUID 'VNO8D3KDA97SF8A39VND560SN400006C'
AttributeDNIS '11111111111111'
AttributeCustomerID 'Cust'
AttributeThisDN '2203'
AttributeThisDNRole 1
AttributeOtherDNRole 2
AttributeOtherDN '11111111111111'
AttributeExtensions [19] 00 01 02 00..
'UCID' bin: 00 31 20 07.. (len=8)
AttributeTimeinSecs 1367956129 (12:48:49)
AttributeTimeinuSecs 650000
AttributeEventSequenceNumber 0000000000000e17
12:48:49.821_T_I_006b022688987021 [14.0c] EventQueued is received for ts tserver[host] (this dn=2203)
_I_W_006b022688987020 [01.11] call collision (4-0590aae4-006b022688987021)
_T_I_006b022688987020 [01.11] connid 006b022688987021 is bound to the call 3-059090b4
_T_I_006b022688987020 [01.1c] change current calluuid 00000000 -> 0590afb4
_T_I_006b022688987020 [01.1d] calluuid VNO8D3KDA97SF8A39VND560SN400006C is bound to the call 3-059090b4 as 0590afb4
_T_I_006b022688987020 [01.04] change connid to 006b022688987021
...
request to 65200(vit_ts2) message RequestRouteCall
AttributeReferenceID 47
AttributeReason [14] 00 01 01 00..
'RTR' 694
AttributeRouteType 0 (RouteTypeUnknown)
AttributeExtensions [167] 00 09 00 00..
'DEFAULT#' '1001'
'CUSTOMER_ID' 'Cust'
'VQ' 'rrr'
'AGENT' 'Agent'
'DN' '104'
'ACCESS' '104'
'SWITCH' 'vit_sw2'
'NVQ' 1
'TARGET' '?:French > [email removed]'
AttributeOtherDN '104'
AttributeConnID 006b022688987021
AttributeThisDN '2203'
Definitively have to test this!
Thanks
By the way this can also be done with ORS by design without any special tricks 
because ORS is design to run session until explicitly told to terminate it
Well, i had made the test. It’s like the “street magic” but it’s work. However i see the great disadvantage for such method:
- I can’t see the way for controlling the outbound call. Maximum number for dial attempts for example? Behavior for busy or fax answer? Etc. Though is another undocumented feature.
- It’s no possible to change the strategy for outbound call? For example to play the second IVR/voice announcement before connect to the agent.
- Need to change the current reporting system. VCB call is counted like inbound in Queue statistics, but for Agent - it’s outbound call. Of course we can filter out such calls from standard outbound, but it’s not so simple. At least because of the volume of work is very huge.
So…for my point of view - it’s a realy interesting trick but not for standard production system. Perhaps as emergency way?
WBR
Well about reporting when I deploy Genesys templates they always got the filter ~VCB and always wondered what the heck was that…I knew the meaning of the letters but never how to trigger them, as you say, docs never mention it or maybe they do but in a font of size 1…
I agree on how to control the no-answer behaviors and such, but seems pretty cool 
Yes it is very-very basic solution (as it eas stated) not applicable as is for standard production (mostly due to reporting concerns), though it is a bit nore flexible than seems.
It just way to left call in all waiting queues it happen to be when abandonning happen, and trigger
some logic when agent will be finally selected for such virtual call.
This logic can be default one (which make routing as was described) or explcitely defined in form of strategy/subroutine. Up to strategy writer what to put into such subroutine - playing treatments, dialing,
invoking extrnal web services/components (for example Orchestration server).
Cav,
for me VCB has always stood for VoiceCallBack solution, the Genesys suite that then disappeared..
I have never heard about this ‘execution mode’ and wonder where it is documented - can anyone please point me to the right direction?
cheers,
Fra
Fra,
it’s totaly undocumented. i was already ask the Genesys support about it - and their don’t know much more =))) I think it’s a old “feature” which has been made for VoiceCallBack support. But now, then “official” VCB is EOL and disapear from support list - everyone in G just forget about it =)))
WBR Tim
Yup, always understood the meaning of the letters but not the product as couldn’t find a single piece of documentation except for some docs that said the name over and over but no technical description or implementation.
I guess we all can ask for is keep digging
Meanwhile I had an answer from Genesys Tier:
"
Such functionality is not supported.
For callback functionality the customer needs to implement Voice Call Back (VCB) solution or Virtual Hold Technology (VHT). The customer might need to contact their Genesys Account team for more details on that.
We can not/Will Not give details of this to you and If you implement this in your environment you will not be able to log any SR’s for TServer or URS as you will be using unsupported functionality.
"
Have a nice day =))))))) ROFL
But isn’t it VCB? Or what in the heck is VCB then?
obviously vcb was prohibited because of one well-known patent troll, but apparently wasn’t disabled in urs
It looks interesting, but i would prefer to use documented and supported features like ORS.
Patent? can you illuminate us?
ORS? ?? How is that…ORS is nothing else than a VXML engine for URS…so…what it can do for VCB?
cavagnaro, the main difficult of vcb solution is in patent named “Method for returning inbound calls”, you can google it using number: WO 1997001917 A1. this patent was issued at 1996(!).
how do you think why other companies (like genesys and avaya) killed their own solutions and started to offer 3rd party system with ugly integration?
more over, to tell the truth,vht solution doesn’t keep call in queue. it just get EWT time, drop the call and when time is finish make callback, assign maximum call priority and put new call at the top of queue. that’s all and without any street magic 
and a few words about ORS. just check callflows for mobile engagement solution, probably you’ll find interesting scenario. For example - “Advanced Outbound Requests”.
Or use SSG as the easiest way to initiate call.
interesting information! Thanks! I guess I’m not that old on the CTI world to know this
I will never understand how a so generic idea can be “patented”…I mean, we can even patent almost every clever solution we design? Bah
Anyway, about VHT yeah, I analyzed it too in a demo they did to a customer a long time ago and was a joke…couldn’t see the benefit of the PRICE they asked for.
Would like to but still no luck to have that on my hands…I bet Wyn will be very fascinated haha
I think it’s another patent, see here http://www.virtualhold.com/pressReleases/2004/04April04/042004_GenesysLitigation.html, but it doesn’t make any difference, as you correctly pointed out, Genesys had to terminate their callback platform.
Fra
Fra, it seems you’re right. this link looks more relevant.