UpdateCallCompletionStats not updating GSW_FROM and GSW_UNTIL

Hi, im trying to update this fields (GSW_FROM and GSW_UNTIL) of a record in OCS, my sequence is:

RecordReschedule
UpdateCallCompletionStats
RecordProcessed

And after sending each one i receive the correspondings:

RecordRescheduleAcknowledge
UpdateCallCompletionStatsAcknowledge
RecordProcessedAcknowledge

But my UpdateCallCompletionStats doesnt update this fields, they keep as original, this is the code:

        public void ContactoAjustarRangoHorario(CTKVUtil contactoUserData, DateTime fechaHora)
        {

            CTKVList userData = new CTKVListClass();

            userData.AddTail(CTKVUtil.BuildPair("GSW_AGENT_REQ_TYPE", "UpdateCallCompletionStats"));
            userData.AddTail(contactoUserData.GetPair("GSW_APPLICATION_ID"));
            userData.AddTail(contactoUserData.GetPair("GSW_CAMPAIGN_NAME"));
            userData.AddTail(contactoUserData.GetPair("GSW_RECORD_HANDLE"));

            userData.AddTail(CTKVUtil.BuildPair("GSW_FROM", Segundos(fechaHora)));
            userData.AddTail(CTKVUtil.BuildPair("GSW_UNTIL",
                Segundos(fechaHora.AddMinutes(Configuracion.DeltaUntil))));

            TEventInfo eventInfo = new TEventInfoClass();

            eventInfo.UserData = userData;
            eventInfo.Extensions = null;

            TStatus estado = axTExtension.TSendUserEvent(eventInfo);

            eventInfo.UserData = null;
            eventInfo.Extensions = null;

            if (estado != TStatus.T_SUCCESS)
                throw new UserEventException(new CTKVUtil(eventInfo.UserData));

            TramperaEventoUsuario trampera = new TramperaEventoUsuario("UpdateCallCompletionStatsAcknowledge");

            trampera.Atrapar(tramperas);

            if (!trampera.Atrapado)
                throw new UserEventException(new CTKVUtil(eventInfo.UserData), trampera);

            return;

        }

In other cases i use AddRecord User Event and here those field works fine, exactly how i want:

//resume

            userData.AddTail(CTKVUtil.BuildPair("GSW_DATE_TIME", fechaHora));

            userData.AddTail(CTKVUtil.BuildPair("GSW_FROM", Segundos(fechaHora)));
            //GSW_FROM          Omito, toma valor 28800 (28800 es 8 AM)

            userData.AddTail(CTKVUtil.BuildPair("GSW_UNTIL", 
                Segundos(fechaHora.AddMinutes(Configuracion.DeltaUntil))));
            //GSW_UNTIL         Omito, toma el valor 64800 (64800 es 6 PM)

Any idea why UpdateCallCompletionStats is not updating the GSW_FROM and the GSW_UNTIL ? ???

Thanks!

Can you post the OCS and TServer logs for the corresponding event.

For the xxxx time i dont have access to logs

i must open a case in Alcatel support and they see the problem some day…

Now can i still use this forum ? or should never post any problem again, since all is reduced to logs…

Just any idea

lol sorry enrique, but it is a little bit hard to remember the particular scenario of each person.

Ok if you doesn’t have logs what about create your own?

Record each TEvent to a text file with the KVP on it…that would help a lot. As you may already know finding a problem without logs can be hard as find a niddle on the night. Your problem can be many things and without being at your place the only way are logs for us.

And you can still use this forum as you have been doing and receiving help from us as you have being doing also.

Tell me if the attach show something interesting…

Eferreyra (what does it mean? ??? )

The attach you have in JPG does look strange - you are missing some of the data.
Can you please post the log (T/S and OCS) and I will take a look.

It seems like you have your campaign wrong.

Vic, he can’t show logs as he can’t get access to them.
Eferreyra, for what I see is ok.
Unfortunately now we really need OCS logs and TServer logs, also would like to see OCS_DBServer logs. I believe you need you ask your Alcatel guys to help you or make them open a case with Genesys or Alcatel.

Thanks anyway, i open the case early today…

strange that AddRecord works fine, but update fields by UpdateCallCompletionStats or in the RecordProcessed are ignored is like the “in-memory” record doesnt get the update…

I let you know the problem when it solves…

Try this direction before getting reply…

It is quite interesting…
With present information, the only suspected issue could be key/value data type issue. If the method “BuildPair” caters data type in the second parameter and builds corect KV data type, then… no hint

CTKVUtil.BuildPair(“GSW_FROM”, Segundos(fechaHora))
CTKVUtil.BuildPair(“GSW_AGENT_REQ_TYPE”, “UpdateCallCompletionStats”)

’ -----------------------
Dim Item As New DesktopToolkitX.CTKVPair
Dim attachData As New DesktopToolkitX.CTKVList

...
' it must NOT be CKVTypeString; OCServer is touchy to incorrect data type
Item.Type = CKVTypeNum
Item.Key = "GSW_FROM"
Item.NumValue = Segundos(fechaHora)
UserData.AddTail Item

Item.Key = "GSW_FROM"
Item.NumValue = Segundos(fechaHora.Addminutes(Configuration.DeltaUnitl))
UserData.AddTail Item

regards

Hi!

Thanks for the tip, i made the CTKVUtil.BuildPair to forget about this issues this works fine.

First i find in the Genesys support site the follow problem reported:

Solution #: 1-13004431 Summary: No contact update for daily_from and daily_till

With this solution:

Solution: In order for the fields to be updated, the customer should set send_attribute option in their objects in CME.

I dont handle the paremeters of the platform so i pass this as a suggestion to the Alcatel consultor, i dont know if this was part of the solution.

Another thing i do is replace in my code GSW_FROM and GSW_UNTIL for daily_from and daily_till as the consultor recommend me.

Now is working! :

Eferreya,

GSW_FROM and GSW_TO should work… even GSW_POODLES should do the trick if you assign it to the field… Usually it is send_attribute that has to be turned on to get the updates working with RecordProcessed…

I am very curious why CTKVUtil.BuildPair would take care of it though. Judging from your post, it is BuildPair that took care of the problem, right?

Hi Victor

I dont fully understand you, my english is limited, my problem was solved by the consultor doing something (alter parameters, i dont know, they dont tell me) and me replacing the text “GSW_FROM” and “GSW_UNTIL” for “daily_from” and “daily_till” in the same code i post.

About CTKVUtil is a class i made, and the overloaded BuildPar method just builds a CTKVPair based on the type of the second parameter, so im sure that the pair builded is CTKVType.CKVTypeNum and has a NumValue because the parameter was a int, it also handles datetimes and can be extended to more types.

I attach the file of the c# class, please review and tell me if you see something wrong, but this class saves me a lot of code when i send UserEvents to OCS

Enrique, a lo que se refiere Victor es al hecho de que si tu vas a tus userfields en CME y vas a Properties > Anex vas a ver una propiedad llamada default y dentro de ella algo asi: send_attribute = daily_till, este daily_till es el valor que utiliza OCS para saber que referencias al campo daily_till de tu formato, sin embargo pudiste haberlo llamado hora_inicio y hora_final respectivamente, o como Victor dice: GSW_Poodle, o GSW_INICIO, etc.
Lo que hizo la gente de Alcatel fue enviarte ese userfield con ese nombre que bien pudo ser cualquier otra cosa.

Sorry guys for posting in spanish but in order to eferreyra gets a better knowledge was the best.

ok found it!!

but shhh dont say anybody i know what CME is … and i can login there!