How to attach user data POST call and send to InfoMart using ICON?

[szs5tim]

Hi,

I am sending in a TLib RequestDistributeEvent from a Composer workflow to SIP Server after a call is released.
In the event I include the connection id of the call that was released and the user data.

This is received in SIP Server and he distributes this event to ICON which picks it up with the user data.
The problem is, in ICON's  G_CUSTOM_DATA_S table this KEYNAME and it's VALUE is stored without a CALLID or PARTYID and because of that it is never reaching InfoMart.

Any idea what can I do more besides adding the connection id to the RequestDistributeEvent in order for ICON to add the user data from this event to the call that was released ?

Thanks!

[Kubig]

Did you configure the certain KVP to be stored in "party" mode? By default the KVP is stored once call is released, so all subsequent updates of any fields have no effect at all.

[szs5tim]

[quote author=Kubig link=topic=12109.msg54274#msg54274 date=1630337765]
Did you configure the certain KVP to be stored in "party" mode? By default the KVP is stored once call is released, so all subsequent updates of any fields have no effect at all.
[/quote]

I configured an XML file that contains the mapping of User Data for use in Genesys Info Mart and the key history for all user data keys is set to ALL to save every change in value to the IDB, if that's what you mean with "party" mode.

But I think this doesn't even matter because this is is not attached before.

Here is a snippet of the TLIB part in SIPS log:

[code]17:39:24.876 Int 04543 Interaction message "RequestDistributeUserEvent" received from 7956 ("ORS_MM_1_DC_MB2")
-- Absent ThisDN, ####### was used
@17:39:24.8760 [0] 8.1.104.24 send_to_client: message EventACK
AttributeEventSequenceNumber 0000000000f9a312
AttributeTimeinuSecs 876000
AttributeTimeinSecs 1630078764 (17:39:24)
AttributeReferenceID 6234
AttributeThisDN '#######'
AttributeUserEvent RequestDistributeUserEvent
17:39:24.876 Trc 04542 EventACK sent to [7956] (00001791 ORS_MM_1_DC_MB2 ######:47275)
@17:39:24.8760 [0] 8.1.104.24 distribute_user_event: message EventUserEvent
AttributeEventSequenceNumber 0000000000f9a313
AttributeTimeinuSecs 876000
AttributeTimeinSecs 1630078764 (17:39:24)
AttributeUserEvent EventUserEvent
AttributeReferenceID 6234
AttributeDNSyncInfo 96
AttributeConnID [b]0150032158b88de4[/b]
AttributeUserData [24] 00 01 00 00..
[b]'CUSTOM_DATA_4' 'test'[/b]
AttributeThisQueue '#######'
AttributeThisDN '##########'[/code]


And this is in ICON logs:

[code]17:39:24.876 DssMonitor: set current dsLink = Tserver, session= 297715137, ref[336-104-0]
17:39:24.876 Int 04543 Interaction message "EventUserEvent" received from 65200 ("SIPServer_P_MB2@#######")
: message EventUserEvent
AttributeEventSequenceNumber 0000000000f9a313
AttributeTimeinuSecs 876000
AttributeTimeinSecs 1630078764 (17:39:24)
AttributeUserEvent EventUserEvent
AttributeReferenceID 6234
AttributeDNSyncInfo 96
AttributeConnID [b]0150032158b88de4[/b]
AttributeUserData [24] 00 01 00 00..
AttributeThisQueue '#######'
AttributeThisDN '#########'
17:39:24.876 [CSTATE] No CDATA key configured
17:39:24.876 [CSTATE] DN[########]S[0]ID[0][b][CUSTOM_DATA_4]='test'[/b][/code]

[gen_rtfm]

Hi,

Check table CTL_UD_TO_UDE_MAPPING in infomart. for each user data you have a propagation rule that controls this behavior.

Also, documentation describing the options:
https://docs.genesys.com/Documentation/GIM/latest/Dep/GIMPropagationRules

Br

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[szs5tim]

[quote author=gen_rtfm link=topic=12109.msg54279#msg54279 date=1630390532]
Hi,

Check table CTL_UD_TO_UDE_MAPPING in infomart. for each user data you have a propagation rule that controls this behavior.

Also, documentation describing the options:
https://docs.genesys.com/Documentation/GIM/latest/Dep/GIMPropagationRules

Br

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[/quote]

Hi,

Yeah, the user data key is set to PARTY, not CALL but still nothing. 

[gen_rtfm]

Do you have other userevents being saved to icon with relation to callids?

I'd take a look at those events if that's the case and see if you are configuring your events correctly.

I assume the icon instance has 'GUD' role?

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[szs5tim]

[quote author=gen_rtfm link=topic=12109.msg54281#msg54281 date=1630410378]
Do you have other userevents being saved to icon with relation to callids?

I'd take a look at those events if that's the case and see if you are configuring your events correctly.

I assume the icon instance has 'GUD' role?

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[/quote]

Yeah, of course.
Everything is working fine and I can query userdata in Info Mart based on call id when this was attached during an active call or in case of disposition codes it works as well when they are attached after the call is released and WDE is ACW.

So in essence I do not understand what is different between WDE attaching data for a call in ACW or me sending in the event via TLIB from ORS?
In both instances the call is released from SIP Server perspective...

[cavagnaro]

Are you sending this event after ACW? Or during? You can only attach data as long as ConnID is alive at SIP Server

[szs5tim]

[quote author=cavagnaro link=topic=12109.msg54283#msg54283 date=1630418402]
Are you sending this event after ACW? Or during? You can only attach data as long as ConnID is alive at SIP Server
[/quote]

These calls never connect with an agent.
The scenario is like this:

In a workflow I use parallel execution to play a call flow and hit an scxml state block that basically is a waiting event handler that is waiting for a custom event. In the call flow I handle the connection.disconnect.hangup event where I send a POST request to ORS that publishes the custom event I wait for in the workflow which contains the user data I want to attach to the call that was released. When this POST is received in ORS the wait event handlers transitions and a TLIB request is constructed containing the user data and connection id and sent to SIPS. SIPS receives this event and distributes this to ICON as well. And all this is working but there is never a callid or partyid associated to this user data key in ICON. In my understanding all this should be possible. Am I wrong?

[szs5tim]

My main issue that I build a string that acts as a customer journey in an IVR and attach this as user data to the call and it works fine as long as the routing disconnects the call.
When the user suddenly hangs up this is not working because the "bridge" between routing and GVP is SIP since all user data is added to SIP INFO headers and this is not possible when the call was released.
There is no SIP messaging from MCP to RM to SIPS when the call was ended and I can never get this user data from the VXML...

Any ideas to get this information besides the option I am trying to implement?

Thanks! 

[René]

I would say it should be possible to implement it in the way you've described.

Please check ICON's 'max-party-info' configuration option as default value may be low depending on traffic on your platform.

R.

[gen_rtfm]

Have you tried reaching out to customer care, see if they can make some sense of it?

Br

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[vanero]

Try this https://docs.genesys.com/Documentation/Options/latest/ICON/ICON-custom-states
it works for me, data persists even after acw finishes

[szs5tim]

I tried all proposed solutions, even opened a Genesys case and they pointed towards using GVP Reporting Server since the GVP solution is not Genesys native and the reporting was never fully implemented since it comes with it's own reporting solution.
Other alternatives were to constantly update the user data through ORS's external interface on every few blocks of the call flow or save the information in a external database.

As soon as ICON receives the eventCallDeleted event, updating the user data is not possible.

[gen_rtfm]

A late suggestion: does the ors parallell that waits for a custom event receive interaction.deleted?

If it were in an IRD strategy you could use OnCallAbandoned to capture the interaction in this case...

You probably already looked it up but I thought I'd ask.

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