Outbound push preview problem

[Boy]

Hi,
does anybody has experience with Outbound push preview? I have interesting problem.
When campaign is started, OCS server submits portion of calling list records to Interaction server. After 2 minutes second portion, and so on until all records are in interaction server (table ‘Interactions’), in Outbound server manager record status ‘Retrieved’. After some time records become ‘Stail’.
What can be my problem?
Thanxs

[René]

Hi,

There are two parameters you should check.

The first one is "Max Queue Size" on Advance tab of Campaign Group object. By default that parameter is set 0 what mean that all available records will be sent to Interaction Server. You should set some meaningful limit like number of agent in campaign + some extra etc.

The second one is the option "stale_clean_timeout" of Outbound Contact Server. Using that param you can specify time (in minutes) after the record is marked as "Stale".

Hope it helps you.
R.

[Boy]

I set Max Queue size to 2 and that is the size of portion.

Problem is that interactions are not routed to agent, they still are in queue and after 'stale_clean_timeout' is marked as stail.

boy

[René]

Ok. Check you added new media type to Genesys configuration as described in OCS Deployment Guide and that media has been added to capacity rule assigned to outbound agents.

Have you any experience with Multimedia (MCR) platform?

R.

[Boy]

after express installation I have in OCS options/OCServer/interaction-media-type set to 'outboundpreview'.
Capacity rule is set for 'outboundpreview'.

Yes I have some experience with MCR

[René]

[quote]Problem is that interactions are not routed to agent, they still are in queue and after 'stale_clean_timeout' is marked as stail.[/quote]

Could you post here URS log?

And back to your first post

[quote]OCS server submits portion of calling list records to Interaction server. After 2 minutes second portion, and so on until all records are in interaction server (table ‘Interactions’), in Outbound server manager record status ‘Retrieved’. [/quote]

That's really strange as OCS shouldn't send more then 2 records to Interaction Queue (IxnServer). I'm not 100 % sure if it's required but you can tried to add Interaction Queue into Origination DN on agent/place group. It should help OCS to monitor status of that queue.

R.

[Boy]

first part:
I was not clear. Interaction is routed to Agent, but all another interactions in queue after 'Stale_clean_timout' are set to Stale.

second :
I have put this queue to Origination DN, but nothing chgange.

[René]

Sorry but I'm confused from your posts. You wrote in 2nd post the problem is interactions are not routed to the agents. In you last post you wrote that interaction was routed to agent. So what is the problem?

R.

[Boy]

sorry for that post I was not clear (English is not my native language) . Interaction are routed to agent, but if agent is busy with one interaction for some time, number of interactions waiting in queue is growing every 2 min by value of 'Max_queue_size'. So after some time there is a lot of interactions in queue.

[René]

Now I do understand . It seems to me OCS isn't able to monitor number of interactions waiting in Interaction Queue so trying to fill the limit sending new interactions to the queue. Please check that StatServer used by OCS has connection to Interaction Server and is configured properly to support Java statistic. If you can post here OCS log (debug). Maybe I'll be able to find out what's wrong from the log.

R.

[Boy]

OCS Stat server options\java-extensions\OCCStatExtension.jar is set yes.
Stat server has connection to Ixn server.
I will try to prepare OCS log.

[René]

You need MCR extensions as well as OCS needs to monitor Interaction Queue and that stat is provided by Interaction Server.

Please check that the option "enable-java" in the section "statserver" of StatServer application is set to "true" as well. And correct path to Java JVM is set in the section "java-config".

R.

[Boy]

Java is enabled, and patch is ok. I have attached log. there is some strange messages in log.

[amarceau]

I'm just wondering if the poster of this issue ever found a resolution for this.

I just recently deployed Genesys - and had the exact same issue.  I have since found a solution to this issue.  The resolution is not listed in any documentation and took about 5 Genesys Techs to tell me how to get this done.    I would be happy to post resolution if anyone is interected.

[Boy]

Amarceau,
Please post the solution of problem. I still have not solved this.
Boy.