ReleasingParty

Voice & Telephony
1

Hi All,

I’ve a question regarding AttributeExtension for SIP Server releasing-party-report option.

I’m having the releasing party information in logs but I need to pass this value in AttributeUserData in order to show on Genesys Quality Management.

I tried to achieve this 2 years ago via doing something in FUNCTION block in routing strategy and it was working, so it is possible BUT I forget how I did this.

I need advice that how I can attach AttributeExtension key in AttributeUserData ? Would also like if you have better suggestions to provide disconnect party information to Call Center Team Leaders.

2

Do not reinvent the wheel. Just check the documentation :

Extension Data Extension data is stored with GEN_EXT_ prefix. This data is taken from the Extensions section of Genesys voice events. None of this data is stored by default. The required data can be configured in driver configuration manually in the xml in the equal group extensionDataKeys with values extDataKey and coupleExtDataKey, which define the event Extension attribute name and key which should be used for external data in Call Recording. The following listing shows configuration of storing BusinessID. ... BusinessID BusinessID ... For Passive GIM integration the SpecifiedConfiguration name is "genesys". The rest of the listing is the same as the example above.
3

Kubig, which documentation it is ?

4

ZQM/GQM

5

Thanks Kubig :slight_smile:

I follow the documentation, and successfully configured to showing AttributeExtension in GQM WebUI for releasing party info 8)

6

Guys, don’t want to add new topic as this one already exists. Question, if I want to add value of ReleasingParty to variable in IRD. Should it be ExtensionData[‘ReleasingParty’] ? This command after EventRelease returns empty.

7

The ReleasingParty is generated on EventRelease and in this stage, there is no routing strategy involved (in almost scenario). So, that’s why it is not working as you expect. You have to add some postrouting there to catch it in strategy (to be honest, do not see any reason for that).

8

Thanks for the reply. After successful routing block there is suspend for Eventrelease and after successful suspend there assign function. Returns empty for now. What exactly do you mean by post routing, should I add something else ? We have custom reporting in our Environment, where I need to add releasing party, that is the purpose of this action :slight_smile:

9

???
The strategy ended its part already after the Distribution. The Release is happening at Agent DN level, not RP level. You would need to do something at agent softphone code level to catch that event, not on the Strategy level.

10

In config manager all agent places have URS->event_arrive->treatmentrequired
We do some post routing after call is released. In logs I see that event released contains ReleasingParty section. But ExtensionData[‘ReleasingParty’] returns empty. Can’t figure out why.

11

Dude are you reading what Cav and Kubig have written???

also what has "URS->event_arrive- " got to do with releasing?

once the call goes to the agent the strategy is no longer getting used.

in the logs where id the release coming from? URS or SIP server, check the ip address

12

I do read what they’ve said. Topic starter wrote that he achieved it in IRD in fucntion block. In our scenario strategy suspends for event release and after that triggers DB procedure, so it’s not so simple as → call distributed = strategy ended. EventRelease is received from SIP Server:


received from 65200(SIP_p)cc-vm-psip-pr:3000(fd=) message EventAgentNotReady
	AttributeThisDN	'9949'
	AttributeAgentID	'2081'
	AttributeAgentWorkMode	3 (AfterCallWork)
	AttributeTimeinSecs	1490948643 (12:24:03)
	AttributeTimeinuSecs	28824
	AttributeEventSequenceNumber	000000000bdf525d
	AttributeExtensions	[72] 00 02 01 00..
		'WrapUpTime'	2
		'AgentSessionID'	'00E1RU02A4C7R2750KSTO2LAES1C6LUC'
received from 65200(SIP_p)cc-vm-psip-pr:3000(fd=) message EventReleased
	AttributeCallState	0
	AttributeCallType	2
	AttributePropagatedCallType	2
	AttributeCallID	3228268
	AttributeConnID	008202976a464e16
	AttributeCallUUID	'002C8P029SC7R2750KSTO2LAES032GJC'
	AttributeUserData	[1533] 00 37 00 00..
		'DNIS'	'6930'
		'FIRST_NAME'	''
		'LAST_NAME'	''
		'MSISDN'	'994555902585'
		'ERRSTATUS'	''
		'SUBSID'	''
		'WB_INDICATOR'	'NULL'
		'SECCODE'	''
		'URSCONNID'	'008202976a464e16'
		'ORIG_ANI'	'994555902585'
		'ORIG_DNIS'	'6930'
		'POID'	'770249383'
		'APP_ID'	'6930'
		'BALANCE'	'POSITIVE'
		'BALANCE'	'POSITIVE'
		'RRequestedSkills'(list) 
		'CustomerSegment'	'default'
		'ServiceType'	'default'
		'ServiceObjective'	''
		'CUSTOMER_TYPE'	'PPP'
		'CUSTOMER_VALUE'	'A'
		'LANGUAGE'	'RU'
		'SERVICE_TYPE'	'TEC'
		'COLLECTEDINPUT'	'start+5+1'
		'IVRTENTER'	'1490948824494.000000'
		'IVRTLEAVE'	'1490948834425.000000'
		'IVRTSUBMENUENTER'	'0'
		'IVR_BACK'	'back_to_ivr'
		'MENU_ID'	''
		'SERVED_ANI'	'994555902585'
		'SERVICE_ID'	'PPP'
		'SUBTREE_ID'	''
		'TIMESTAMP_START'	'1490948640'
		'INTERACTION_SEQ'	'1'
		'RPVQID'	'009FN74C2KCBDC8M04STO2LAES01IP47'
		'RVQID'	'009FN74C2KCBDC8M04STO2LAES01IP47'
		'RVQDBID'	'1107'
		'RTargetTypeSelected'	'2'
		'RTargetRuleSelected'	''
		'RTargetObjectSelected'	'?:skillPPP >= 1 & skillTechnical >=1 & skillTechnical <=2 & skillRussian >=1 & skillRussian <=2'
		'RTargetObjSelDBID'	''
		'RTargetAgentSelected'	'2081'
		'RTargetPlaceSelected'	'Place_9949'
		'RTenant'	'Resources'
		'RStrategyName'	'FM_CSR_Distribution_New'
		'RStrategyDBID'	'221'
		'CBR-actual_volume'	''
		'CBR-Interaction_cost'	''
		'CBR-contract_DBIDs'	''
		'CBR-IT-path_DBIDs'	''
		'RRequestedSkillCombination'	''
		'RTargetRequested'	'?:skillPPP >= 1 & skillTechnical >=1 & skillTechnical <=2 & skillRussian >=1 & skillRussian <=2'
		'PegAG?:skillPPP >= 1 & skillTechnical >=1 & skillTechnical <=2 & skillRussian >=1 & skillRussian <=2'	1
		'AutoMarkDone'	'Yes'
		'AMD_timeout'	'1'
	AttributeDNIS	'6930'
	AttributeANI	'994555902585'
	AttributeThisDN	'9949'
	AttributeAgentID	'2081'
	AttributeThisDNRole	2
	AttributeThisQueue	'5002'
	AttributeOtherQueue	'6930'
	AttributeOtherDN	'994555902585'
	AttributeOtherDNRole	1
	AttributeExtensions	[84] 00 03 00 00..
		'OtherTrunkName'	'Trunk_MSSBHQH01'
		'BusinessCall'	1
		'ReleasingParty'	'2 Remote'
	AttributeTimeinSecs	1490948643 (12:24:03)
	AttributeTimeinuSecs	29178
	AttributeEventSequenceNumber	000000000bdf525e
12:24:03.864_T_I_008202976a464e16 [14:0c] EventReleased is received for ts SIP_p[SIP_Switch] (this dn=9949)
    _T_I_008202976a464e16 [14:0a] del DN (SIP_p[SIP_Switch] 9949 225da00) controlled=0 calluuid=1 cleanup=0(ref.id=0)
    _T_W_008202976a464e16 [14:0a] there is no DNs for call, selfdestruction(15)
12:24:03.864_I_I_008202976a464e16 [09:05] >>>>>>>>>>>>resume interp(0), func:SuspendForEvent
    _I_I_008202976a464e16 [09:04] ASSIGN: lintINTERACTION_SEQ(LOCAL) <- INTEGER: 3
    _I_I_008202976a464e16 [09:04] ASSIGN: lstrSTATUS(LOCAL) <- STRING: "Call ended"
    _I_I_008202976a464e16 [09:04] ASSIGN: lstrWDC(LOCAL) <- STRING: ""

This one: _I_I_008202976a464e16 [09:04] ASSIGN: lstrWDC(LOCAL) ← STRING: “”
Is ExtensionData[‘ReleasingParty’] command which returns empty.

13

have you set “releasing-party-report” in SIP server? this picks up who released the call and shows it in the logs

14

releasing-party-report is set to true

15

Original poster uses GQM which monitors all DNs and there is from where it gets the info, not from URS but from TServer

16

Thanks for your replies guys. Just a quick enlightenment for me. Which scenarios exists to obtain information about who dropped the call ? Is there any way to get that info out of the box ? Or some additional services (like GQM) must be installed ? In our scenario we use only datamart reporting (it won’t show me who dropped the call) and some custom reporting services (not part of genesys).

17

Infomart?

18

Infomart is a little confusing, due to lack of knowledge. As I understand ICON servers are part of infomart, correct ? Tried to look into it’s DB but it’s too complicated. If I’m correct it needs some proprietary front end to collect reporting data from DB and display it (Interactive Insights ?) ?

19

? Propetary? No
Complex data won’t come easy…
You have all the information in there, from interactive insights you can get sample queries and deploy them into your favorite BI solution, but you can build them also if you read the documentation about its tables and relations. Many people have done that already

Enviado de meu E6633 usando Tapatalk

20

Thanks for the reply, as I understand best way to start with is: 81gim_dep.pdf this document ?