RecordProcessed not updating database

system · October 16, 2008, 2:51pm

Hi,
I tried to call the ‘RecordProcessed’ after updating userdata to be sure to save info within the database…but nothing is updated. The OCS log give me that. “EventAttachedDataChanged is ignored. Reason: agent is not in BusySeized or BusyRinging status”. I don’t understand what is wrong. What is supposed to be the state of the agent to update info?

Thanks for your help
Pierre

10:16:33.240 Trc 50002 TEvent: EventAttachedDataChanged
EventAttachedDataChanged is ignored. Reason: agent is not in BusySeized or BusyRinging status
Agent Info - Status: AGENT_BUSY_OUTBOUND, Background Status: AGENT_READY, BusyType: 3, BusyType Duration: 3, PersonDBID: 110
Place - 2200_7506, PlaceDBID: 225
Position DNs: Number: 2200, SwitchDBID: 101, State: OffHook, Service: In
Extension DNs: None
Logins: AgentID: 5556, Queue: 3000, DN: 2200, SwitchDBID: 101
Groups: Campagne_02, GroupDBID: 130
Calls: ConnID: 0066019ee3775077, Type: 3, RecID: 81
CallRecords: RecID: 81, Type: 1, Campaign: Campagne_02, CallList: Telephonie_SDD, ChainID: 4, ChainN: 0
received from 65200(–)LNAP29PD:3000(fd=424) message EventAttachedDataChanged
AttributeCallType 3
AttributeCallID 26869796
AttributeConnID 0066019ee3775077
AttributeCallUUID ‘BRDB0KD4NP4ST57ICNB0RCRHNO0000E3’
AttributeUserData [677] 00 18 01 00..
AttributeCustomerID ‘Resources’
AttributeThisDN ‘2200’
AttributeThisDNRole 2
AttributeThirdPartyDN ‘2200’
AttributeTimeinSecs 1224166593 (10:16:33)
AttributeTimeinuSecs 303000
AttributeEventSequenceNumber 0000000000000b59
Print GSW UserData:
GSW_TZ_OFFSET -14400
GSW_CHAIN_ID 4
GSW_CALLING_LIST ‘Telephonie_SDD’
GSW_ATTEMPTS 10
GSW_CALL_RESULT 0
GSW_CALL_ATTEMPT_GUID ‘C6B7C710-4A61-4DD9-B2C9-C7385331D3CF’
GSW_PHONE ‘94181111111’
GSW_CALLBACK_TYPE ‘Campaign’
GSW_DATE_TIME ‘10/15/2008 17:00’
GSW_AGENT_REQ_TYPE ‘RecordProcessed’
GSW_APPLICATION_ID 110
GSW_CALLING_LIST2 ‘Telephonie_SDD’
GSW_CAMPAIGN_NAME ‘Campagne_02’
GSW_RECORD_HANDLE 81
GSW_TREATMENT ‘RecordTreatCampaign’
10:16:33.303 Trc 50002 TEvent: EventAttachedDataChanged
EventAttachedDataChanged is ignored. Reason: agent is not in BusySeized or BusyRinging status
Agent Info - Status: AGENT_BUSY_OUTBOUND, Background Status: AGENT_READY, BusyType: 3, BusyType Duration: 3, PersonDBID: 110
Place - 2200_7506, PlaceDBID: 225
Position DNs: Number: 2200, SwitchDBID: 101, State: OffHook, Service: In
Extension DNs: None
Logins: AgentID: 5556, Queue: 3000, DN: 2200, SwitchDBID: 101
Groups: Campagne_02, GroupDBID: 130
Calls: ConnID: 0066019ee3775077, Type: 3, RecID: 81
CallRecords: RecID: 81, Type: 1, Campaign: Campagne_02, CallList: Telephonie_SDD, ChainID: 4, ChainN: 0
received from 65200(–)LNAP29PD:3000(fd=424) message EventReleased
AttributeAgentID ‘5556’
AttributeCallState 0
AttributeThisQueue ‘3000’
AttributeCallType 3
AttributeCallID 26869796
AttributeConnID 0066019ee3775077
AttributeCallUUID ‘BRDB0KD4NP4ST57ICNB0RCRHNO0000E3’
AttributeUserData [677] 00 18 01 00..
AttributeCustomerID ‘Resources’
AttributeExtensions [41] 00 02 00 00..
‘OrigAddress’ ‘2008’
‘OrigAddrType’ bin: 00 08
AttributeThisDN ‘2200’
AttributeThisDNRole 2
AttributeThisTrunk 3275
AttributeOtherTrunk 5524
AttributeOtherDNRole 2
AttributeOtherDN ‘94189339765’
AttributeTimeinSecs 1224166599 (10:16:39)
AttributeTimeinuSecs 334000
AttributeEventSequenceNumber 0000000000000b5a
Print GSW UserData:
GSW_TZ_OFFSET -14400
GSW_CHAIN_ID 4
GSW_CALLING_LIST ‘Telephonie_SDD’
GSW_ATTEMPTS 10
GSW_CALL_RESULT 0
GSW_CALL_ATTEMPT_GUID ‘C6B7C710-4A61-4DD9-B2C9-C7385331D3CF’
GSW_PHONE ‘94181111111’
GSW_CALLBACK_TYPE ‘Campaign’
GSW_DATE_TIME ‘10/15/2008 17:00’
GSW_AGENT_REQ_TYPE ‘RecordProcessed’
GSW_APPLICATION_ID 110
GSW_CALLING_LIST2 ‘Telephonie_SDD’
GSW_CAMPAIGN_NAME ‘Campagne_02’
GSW_RECORD_HANDLE 81
GSW_TREATMENT ‘RecordTreatCampaign’

Fra · October 16, 2008, 3:14pm

Hello Pierre,

as it was said in other threads, you haven’t used any RecordProcessed, at least from the excerpt you posted: issueing a request to update attached data is NOT and has nothing to do with processing a record. In order to update user fields and have OCS store the record in the db you must use UpdateCallCompletionStats and RecordProcessed requests.

Fra

system · October 16, 2008, 5:24pm

Here is a larger view of the log…as you can see, I’ve sent in order a ‘UpdateCallCompletionStats’, then a ‘ScheduledRecordReschedule’ and finally a ‘RecordProcessed’. For all of them, I always received the same error in OCS log as
“EventAttachedDataChanged is ignored. Reason: agent is not in BusySeized or BusyRinging status”.

Any idea?

10:16:32.990 Trc 31003 Call info: ID 81, GCTI state 33, CM state 9, Time 0, Dialer ID 108, Switch ID 101, DN ID 548, Agent ID ; Record process flag 1
Set CallResult: 33 to CallData with RecID: 81
CPDServerMessage: Rsp_ChannelsReleased
IAttr_CallStatus No status
IAttr_ErrorCode No error
IATRCFG_REQUESTID 161
BAttr_Extensions
‘GSW_DialingChannels’ 1

ReleaseChannel - Number of Free Channels: 12. Total number of Channels: 12.
received from 65200(–)LNAP29PD:3000(fd=424) message EventAttachedDataChanged
AttributeCallType 3
AttributeCallID 26869796
AttributeConnID 0066019ee3775077
AttributeCallUUID ‘BRDB0KD4NP4ST57ICNB0RCRHNO0000E3’
AttributeUserData [550] 00 14 01 00..
AttributeCustomerID ‘Resources’
AttributeThisDN ‘2200’
AttributeThisDNRole 2
AttributeThirdPartyDN ‘2200’
AttributeTimeinSecs 1224166593 (10:16:33)
AttributeTimeinuSecs 162000
AttributeEventSequenceNumber 0000000000000b57
Print GSW UserData:
GSW_TZ_OFFSET -14400
GSW_CHAIN_ID 4
GSW_CALLING_LIST ‘Telephonie_SDD’
GSW_ATTEMPTS 10
GSW_CALL_RESULT 0
GSW_CALL_ATTEMPT_GUID ‘C6B7C710-4A61-4DD9-B2C9-C7385331D3CF’
GSW_AGENT_REQ_TYPE ‘UpdateCallCompletionStats’
GSW_APPLICATION_ID 110
GSW_CAMPAIGN_NAME ‘Campagne_02’
GSW_RECORD_HANDLE 81
GSW_PHONE ‘94181111111’
10:16:33.162 Trc 50002 TEvent: EventAttachedDataChanged
EventAttachedDataChanged is ignored. Reason: agent is not in BusySeized or BusyRinging status
Agent Info - Status: AGENT_BUSY_OUTBOUND, Background Status: AGENT_READY, BusyType: 3, BusyType Duration: 3, PersonDBID: 110
Place - 2200_7506, PlaceDBID: 225
Position DNs: Number: 2200, SwitchDBID: 101, State: OffHook, Service: In
Extension DNs: None
Logins: AgentID: 5556, Queue: 3000, DN: 2200, SwitchDBID: 101
Groups: Campagne_02, GroupDBID: 130
Calls: ConnID: 0066019ee3775077, Type: 3, RecID: 81
CallRecords: RecID: 81, Type: 1, Campaign: Campagne_02, CallList: Telephonie_SDD, ChainID: 4, ChainN: 0
received from 65200(–)LNAP29PD:3000(fd=424) message EventAttachedDataChanged
AttributeCallType 3
AttributeCallID 26869796
AttributeConnID 0066019ee3775077
AttributeCallUUID ‘BRDB0KD4NP4ST57ICNB0RCRHNO0000E3’
AttributeUserData [614] 00 16 01 00..
AttributeCustomerID ‘Resources’
AttributeThisDN ‘2200’
AttributeThisDNRole 2
AttributeThirdPartyDN ‘2200’
AttributeTimeinSecs 1224166593 (10:16:33)
AttributeTimeinuSecs 240000
AttributeEventSequenceNumber 0000000000000b58
Print GSW UserData:
GSW_TZ_OFFSET -14400
GSW_CHAIN_ID 4
GSW_CALLING_LIST ‘Telephonie_SDD’
GSW_ATTEMPTS 10
GSW_CALL_RESULT 0
GSW_CALL_ATTEMPT_GUID ‘C6B7C710-4A61-4DD9-B2C9-C7385331D3CF’
GSW_PHONE ‘94181111111’
GSW_AGENT_REQ_TYPE ‘ScheduledRecordReschedule’
GSW_APPLICATION_ID 110
GSW_CALLBACK_TYPE ‘Campaign’
GSW_CAMPAIGN_NAME ‘Campagne_02’
GSW_RECORD_HANDLE 81
GSW_DATE_TIME ‘10/15/2008 17:00’
10:16:33.240 Trc 50002 TEvent: EventAttachedDataChanged
EventAttachedDataChanged is ignored. Reason: agent is not in BusySeized or BusyRinging status
Agent Info - Status: AGENT_BUSY_OUTBOUND, Background Status: AGENT_READY, BusyType: 3, BusyType Duration: 3, PersonDBID: 110
Place - 2200_7506, PlaceDBID: 225
Position DNs: Number: 2200, SwitchDBID: 101, State: OffHook, Service: In
Extension DNs: None
Logins: AgentID: 5556, Queue: 3000, DN: 2200, SwitchDBID: 101
Groups: Campagne_02, GroupDBID: 130
Calls: ConnID: 0066019ee3775077, Type: 3, RecID: 81
CallRecords: RecID: 81, Type: 1, Campaign: Campagne_02, CallList: Telephonie_SDD, ChainID: 4, ChainN: 0
received from 65200(–)LNAP29PD:3000(fd=424) message EventAttachedDataChanged
AttributeCallType 3
AttributeCallID 26869796
AttributeConnID 0066019ee3775077
AttributeCallUUID ‘BRDB0KD4NP4ST57ICNB0RCRHNO0000E3’
AttributeUserData [677] 00 18 01 00..
AttributeCustomerID ‘Resources’
AttributeThisDN ‘2200’
AttributeThisDNRole 2
AttributeThirdPartyDN ‘2200’
AttributeTimeinSecs 1224166593 (10:16:33)
AttributeTimeinuSecs 303000
AttributeEventSequenceNumber 0000000000000b59
Print GSW UserData:
GSW_TZ_OFFSET -14400
GSW_CHAIN_ID 4
GSW_CALLING_LIST ‘Telephonie_SDD’
GSW_ATTEMPTS 10
GSW_CALL_RESULT 0
GSW_CALL_ATTEMPT_GUID ‘C6B7C710-4A61-4DD9-B2C9-C7385331D3CF’
GSW_PHONE ‘94181111111’
GSW_CALLBACK_TYPE ‘Campaign’
GSW_DATE_TIME ‘10/15/2008 17:00’
GSW_AGENT_REQ_TYPE ‘RecordProcessed’
GSW_APPLICATION_ID 110
GSW_CALLING_LIST2 ‘Telephonie_SDD’
GSW_CAMPAIGN_NAME ‘Campagne_02’
GSW_RECORD_HANDLE 81
GSW_TREATMENT ‘RecordTreatCampaign’
10:16:33.303 Trc 50002 TEvent: EventAttachedDataChanged
EventAttachedDataChanged is ignored. Reason: agent is not in BusySeized or BusyRinging status
Agent Info - Status: AGENT_BUSY_OUTBOUND, Background Status: AGENT_READY, BusyType: 3, BusyType Duration: 3, PersonDBID: 110
Place - 2200_7506, PlaceDBID: 225
Position DNs: Number: 2200, SwitchDBID: 101, State: OffHook, Service: In
Extension DNs: None
Logins: AgentID: 5556, Queue: 3000, DN: 2200, SwitchDBID: 101
Groups: Campagne_02, GroupDBID: 130
Calls: ConnID: 0066019ee3775077, Type: 3, RecID: 81
CallRecords: RecID: 81, Type: 1, Campaign: Campagne_02, CallList: Telephonie_SDD, ChainID: 4, ChainN: 0
received from 65200(–)LNAP29PD:3000(fd=424) message EventReleased
AttributeAgentID ‘5556’
AttributeCallState 0
AttributeThisQueue ‘3000’
AttributeCallType 3
AttributeCallID 26869796
AttributeConnID 0066019ee3775077
AttributeCallUUID ‘BRDB0KD4NP4ST57ICNB0RCRHNO0000E3’
AttributeUserData [677] 00 18 01 00..
AttributeCustomerID ‘Resources’
AttributeExtensions [41] 00 02 00 00..
‘OrigAddress’ ‘2008’
‘OrigAddrType’ bin: 00 08
AttributeThisDN ‘2200’
AttributeThisDNRole 2
AttributeThisTrunk 3275
AttributeOtherTrunk 5524
AttributeOtherDNRole 2
AttributeOtherDN ‘94189339765’
AttributeTimeinSecs 1224166599 (10:16:39)
AttributeTimeinuSecs 334000
AttributeEventSequenceNumber 0000000000000b5a
Print GSW UserData:
GSW_TZ_OFFSET -14400
GSW_CHAIN_ID 4
GSW_CALLING_LIST ‘Telephonie_SDD’
GSW_ATTEMPTS 10
GSW_CALL_RESULT 0
GSW_CALL_ATTEMPT_GUID ‘C6B7C710-4A61-4DD9-B2C9-C7385331D3CF’
GSW_PHONE ‘94181111111’
GSW_CALLBACK_TYPE ‘Campaign’
GSW_DATE_TIME ‘10/15/2008 17:00’
GSW_AGENT_REQ_TYPE ‘RecordProcessed’
GSW_APPLICATION_ID 110
GSW_CALLING_LIST2 ‘Telephonie_SDD’
GSW_CAMPAIGN_NAME ‘Campagne_02’
GSW_RECORD_HANDLE 81
GSW_TREATMENT ‘RecordTreatCampaign’

cavagnaro · October 16, 2008, 5:28pm

What is the status of the agent while doing these requests? Agent MUST be on conversation or in Wrapup, right?

system · October 16, 2008, 5:51pm

Agent status is not ready and is still on conversation. In fact I’ve test both and I received the same message. In TServer log, everything looks right. No error logged for TServer and the client received no error…but the update is not done in database.

Fra · October 17, 2008, 9:29am

I can’t see any “EventUserEvent” of type UpdatecallCompletionStats, RecordReschedule and RecordProcessed, just “EventAttachedDataChanged” that is the ack to “RequestUpdateUserData”.

system · October 17, 2008, 1:10pm

How can I send the “EventUserEvent”?
I can’t find any exemple of sending an “RecordProcesses” to the server other than this:

KeyValueCollection keyValueCollection3 = new KeyValueCollection();
keyValueCollection3.Add(“GSW_AGENT_REQ_TYPE”, “RecordProcessed”);
keyValueCollection3.Add(“GSW_APPLICATION_ID”, appId);
keyValueCollection3.Add(“GSW_CALLING_LIST2”, “Telephonie_SDD”);
keyValueCollection3.Add(“GSW_CAMPAIGN_NAME”, campName);
keyValueCollection3.Add(“GSW_RECORD_HANDLE”, handle);
keyValueCollection3.Add(“GSW_TREATMENT”, “RecordTreatCampaign”);

requestUpdateUserData3 = Genesyslab.Platform.Voice.Protocols.TServer.Requests.Userdata.RequestUpdateUserData.Create(thisDn, connId, keyValueCollection3);

response = tServerProtocol.Request(requestUpdateUserData3);

Fra · October 17, 2008, 1:35pm

I’m not a developer, but I’m sure that our brazilian ;D Cavagnaro or Vic can easily help you out ;D

cavagnaro · October 17, 2008, 3:08pm

: oich this dogs are less smart on this days lol

Set myEventInfo = CreateObject(“DesktopToolkitX.TEventInfo”)
Set myListReagendaR = CreateObject(“TCommObj.CTKVList”)
Set myPairReagendaR = CreateObject(“TCommObj.CTKVPair”)

myPairReagendaR.Key = "GSW_AGENT_REQ_TYPE"
myPairReagendaR.Type = CKVTypeString
myPairReagendaR.StringValue = "RecordReschedule"
myListReagendaR.AddHead myPairReagendaR

myPairReagendaR.Key = "GSW_CAMPAIGN_NAME"
myPairReagendaR.Type = CKVTypeString
myPairReagendaR.StringValue = Campaign_Name
myListReagendaR.AddHead myPairReagendaR

myPairReagendaR.Key = "GSW_APPLICATION_ID"
myPairReagendaR.Type = CKVTypeNum
myPairReagendaR.NumValue = AppId
myListReagendaR.AddHead myPairReagendaR

myPairReagendaR.Key = "GSW_RECORD_HANDLE"
myPairReagendaR.Type = CKVTypeNum
myPairReagendaR.NumValue = Record_Handle
myListReagendaR.AddHead myPairReagendaR

myPairReagendaR.Key = "GSW_DATE_TIME"
myPairReagendaR.Type = CKVTypeString
myPairReagendaR.StringValue = Date_Time_Us
myListReagendaR.AddHead myPairReagendaR

myPairReagendaR.Key = "GSW_CALLBACK_TYPE"
myPairReagendaR.Type = CKVTypeString

'0=Personal, 1=Campaign
Select Case iCallBackType
    Case 0:
    CallBackTypE = "Campaign"
    Case 1:
    CallBackTypE = "Personal"
    Case Else:
    CallBackTypE = "Campaign"
End Select

myPairReagendaR.StringValue = CallBackTypE
myListReagendaR.AddHead myPairReagendaR

myPairReagendaR.Key = "ProcesoRescheduleCTI"
myPairReagendaR.Type = CKVTypeString
myPairReagendaR.StringValue = "Lanzado Exito"
myListReagendaR.AddHead myPairReagendaR

Set myEventInfo.UserData = myListReagendaR

myEventInfo.ThisDN = frmSender.TExtension1.TDN
frmSender.TExtension1.TSendUserEvent myEventInfo

Set myEventInfo = Nothing
Set myListReagendaR = Nothing
Set myPairReagendaR = Nothing

system · October 17, 2008, 3:18pm

your exemple is base on the VB6 OCX. I use the .Net SDK 7.6 and I don’t have the DesktopToolkitX object. I need exemple with the new .Net DSK. Am I correct when I said the DesktopToolkitX is the OCX version?

Thanks
Pierre

cavagnaro · October 17, 2008, 3:35pm

Er…I’m just playing with .Net SDK…sorry

system · October 17, 2008, 5:20pm

You said that you don’t use the .Net SDK or you said that you only use the .Net SDK?

Cause if you use the .Net SDK, you may have the answer of my questions!

cavagnaro · October 17, 2008, 5:32pm

Oh sorry for not being concrete. What I ment was that as you, Im starting with .Net SDK, I’m a user of VB ActiveX, however still a little bit lost on C#…

system · October 17, 2008, 6:21pm

OK thanks. I think I’am close to the solution but I cannot find good exemples.
I hope someone else will find.

Luk · October 20, 2008, 1:53pm

hi,

From what I read, you are building your own softphone in .NET.
What are you trying to achieve? Do you have some custom fields and do you want to change (or set) the value of these fields in the calling list? Or do you want to change values of mandatory fields?
I’ve done this with Genesys Agent Desktop 7.6 using Java. What I learned is that there is more required than just updating the attached data!! In Java you need to use OutboundService, OutboundChain and OutboundRecord interfaces. I would suggest you look for similar interfaces in the .NET API.
In Java there are 2 methods that can change the record in the database of which one does an update as well. Keep in mind to do update as well.

Hope it helps :-s
Luk.

system · October 22, 2008, 8:20pm

Hi,

I effectivelly want to update, custom fields and default fields in the database.
I understand now that I need to pass the commands using the Outbound Platform SDK to be able to update info in database. I understand also that I can use class called RecordProcessed, RecordReschedule, etc that exists within this API. But what I don’t know is how to pass the class to the Outbound server. I’ve found in documentation how to create a connection to the server and how to disconnect the server, but I cannot find any exemple of how to send command to server. The only exemple I found is based on the Voice platform SDK.

I will look at the java documentation to find any tips.

Pierre J Blanchet