Infomart /ICON and post-call UserEvent

[fnunezsa]

If you look at your TServer logs you should see ConnID in you EventCallDataChanged message. If you don't see then the issue is related to the Common part bug I mentioned before.

[Adam_W]

eugene, you're right - once they finish a call, the agent selects a disposition code ("Request For Info", "Wrong Number") etc in the GAD.  When they mark the interaction done, the user event is sent.

I had some trouble initially because the desktop tried to send the user event on behalf of the agent, which isn't monitored by T Server.  I managed to get it to send on behalf of the DN that received the interaction so that the event would actually be distributed to ICON.

fnunezsa, there is no EventCallDataChanged message, just an EventUserEvent which is sent to clients of T Server including ICON.  See below log extract:

[code]
@12:30:28.2780 [0] 7.6.003.05 distribute_user_event: message EventUserEvent
AttributeEventSequenceNumber 0000000000696887
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 278000
AttributeTimeinSecs 1300365028 (12:30:28)
AttributeUserEvent EventUserEvent
AttributeUserData [46] 00 01 00 00..
'CallCategory' 'Test'
AttributeReferenceID 91701
AttributeThisDN '34854'
12:30:28.278 Trc 04542 EventUserEvent sent to [492] (00000025 OCS_StatServer_Primary)
12:30:28.278 Trc 04542 EventUserEvent sent to [600] (00000012 Voice_ICON_Primary)
12:30:28.278 Trc 04542 EventUserEvent sent to [588] (00000011 WFM_StatServer_Primary)
12:30:28.278 Trc 04542 EventUserEvent sent to [572] (00000010 DataMart_StatServer_Primary)
12:30:28.278 Trc 04542 EventUserEvent sent to [548] (0000000e RoutingStatServer_Primary)
12:30:28.278 Trc 04542 EventUserEvent sent to [416] (00000003 Voice_ICON_Backup)
12:30:28.278 Trc 04542 EventUserEvent sent to [536] (0000000d LDS_StatServer_TProxy)
12:30:28.278 Trc 04542 EventUserEvent sent to [396] (00000002 DataMart_StatServer_BackUp)
12:30:28.278 Trc 04542 EventUserEvent sent to [436] (00000006 RoutingStatServer_BackUp)
12:30:28.278 Trc 04542 EventUserEvent sent to [464] (00000007 WFM_StatServer_Backup )
[/code]

The callID etc doesn't even seem to be sent.  I can make it include the connID but it just appears as a KVP in the UserData, rather than as AttributeConnID.

Maybe it's not supposed to be associated with any particular call?  I guess you could run a report that shows how many of each type of code had been selected over a certain time period.  Seems a bit pointless though!

[fnunezsa]

Please refer to 'sendUservEvent' on the Dn discussed in the Agent Interaction SDK Java API Reference. You definately MUST include AttributeConnId in the UserEvent in order for this to work as expected.

Also maybe you may look at enabling call delete timer in TServer by setting call-delete-delay-msec option to something greater than zero. With this option calls will remain in TServer's memory for the time specified in call-delete-delay-msec so agents can attach data to the calls once they are released. This should be tested carefully in development before going into production.

[Adam_W]

I'm using the GAD (Genesys Agent Desktop) - standard out of the box desktop.  I don't have any control over whether or not it sends the AttributeConnId unfortunately - it's not a custom development.

[fnunezsa]

Ummm...  That being the case would you please confirm you GD version? If lower than 7.6.301.07 then you must upgrade to 7.6.301.07 or later in order to get the functionality provided by use-conn-id option which instructs GD to include AttributeConnID in you disposition code User Event.

Please refer to Genesys Desktop 7.6.301.07 release note.

[Adam_W]

The GAD version is 7.6.2xx.xx and I can confirm that the use-conn-id option does absolutely nothing in this release.

Looks like a GAD upgrade is needed to get this working properly!