Search contact with dash returns 'No items' in WDE

Genesys Cloud Routing
1

Hi,
Anyone faced the issue that searching some words with dash between them return no item in WDE Contact Directory?
example: I have a lot of contacts from a company called seas-nve but when I search for this nothing is returned.

From UCS logs I see:


17:15:59.434 Trc 21124 [SvcSrvW-10] <90> Request (queued for 0 ms): 
  Id=90
  Type=Request
  AppName=Workspace_Desktop_1_Email_email_agent_5
  AppType=CfgInteractionWorkspace
  Service=Index
  Method=Search
  Parameters=
    [
      IndexName="contact"
      MaxResults=100
      Query="TenantId:102 AND (AccountNumber:seas\-nve* OR FirstName:seas\-nve* OR LastName:seas\-nve* OR Adresse:seas\-nve* OR Postnr:seas\-nve* OR City:seas\-nve* OR InstallationAdresse:seas\-nve* OR InstallationsPostNr:seas\-nve* OR EmailAddress:seas\-nve* OR PhoneNumber:seas\-nve* )"
      tkv.multibytes="false"
    ]
  UserData=
    [
    ].

and the response is:


17:16:00.199 Trc 21125 [SvcSrvW-10] <90> Response: 
  Id=90
  Type=Response
  AppName=es_ucs_p
  AppType=CONTACT_SERVER
  Service=Index
  Method=Search
  Parameters=
    [
      Documents=
      [
      ]
      FoundDocuments=0
      ReturnedDocuments=0
    ]
  UserData=
    [
    ].

If I search for seas nve without the dash I get all the contacts listed.

My UCS version is 8.1.400.15

Regards,
Mihai

2

I have just noticed that the Query having the back slash (seas-nve*) comes for WDE. I don’t know if that back slash should be there or not.

3

Don’t think so…hyphen is not a scape character.
Not on pc right now but check releases notes for newer versions of UCS and see if they mention something about it.
If not still good idea to go to last version available.
If still doesn’t work you may have found a bug and need to open an eSR with Genesys

4

Hi,

Which version of UCS?
From 8.1 UCS used StandardAnalyzer instead of LowerCaseAnalyzer (as earlier)
In order to be able to search for symbols like “%'” - percent sign, for example - you must re-configure UCS and the Lucene indexes to use LowerCaseAnalyzer instead.
Please look in users guide/admin guide for details.

5

catarinex has something here.
In the Lucene standard the - is a prohibit caracter and \ is an escape character. This means that the search should be OK. Still I don’t get any responses.
I have created the options in UCS

[contact-field-analyzer]
StrAttribute2=LowerCaseAnalyzer
StrAttribute3=LowerCaseAnalyzer

[contactattribute-field-analyzer]
EmailAddress=LowerCaseAnalyzer

Unfortunatelly still no success. I think I will open a ticket for this

Thanks!

6

I just a reply back from Genesys:

[i]I talked to Engineering about and it’s related to Lucense index limitation (3rd party app) where it removes the character. Nothing can be done on genesys side.

n order to find, need to do for example for ‘[email removed]’, search using ‘bburton abc co com’[/i]

So I guess case is closed :slight_smile:

Thanks!

7

Sucks lol
There is nothing on release notes as known issues

8

So I did a lot of work with WDE 8.5 and Interaction Search rather than Contact Search. One of the things that turned out to be a big issue when searching on anything was the default expression-url option under the interaction workspace section.

When doing a search this gets attached to all data used to search and because it is so lengthy and so long it can cause issues with the Lucerne indexes.

This is the default - brace yourself:


(?#Protocol)(?:(?:ht|f)tp(?:s?)\:\/\/|~/|/)?(?#Username:Password)(?:\w+:\w+@)?(?#Subdomains)(?:(?:[-\w]+\.)+(?#TopLevel Domains)(?:com|org|net|gov|mil|biz|info|mobi|name|aero|jobs|museum|travel|[a-z]{2}))(?#Port)(?::[\d]{1,5})?(?#Directories)(?:(?:(?:/(?:[-\w~!$+|.,=]|%[a-f\d]{2})+)+|/)+|\?|#)?(?#Query)(?:(?:\?(?:[-\w~!$+|.,*:]|%[a-f\d{2}])+=(?:[-\w~!$+|.,*:=]|%[a-f\d]{2})*)(?:&(?:[-\w~!$+|.,*:]|%[a-f\d{2}])+=(?:[-\w~!$+|.,*:=]|%[a-f\d]{2})*)*)*(?#Anchor)(?:#(?:[-\w~!$+|.,*:=]|%[a-f\d]{2})*)?

By simply changing this to:
http(s)?://

I got a massive improvement in my search results.

In later WDE versions Genesys have changed the default

Hope this helps.