Question on Outbound contact - Calling list records

[genesysnoob]

Need help in Understanding this

I would like to know what happens to the records after the dial.

We load records into the calling lists and run the campaign. After the record is dialed
1) Assume the Customer answered the call - Will the record removed from the calling list next day?.
2) Assume the Customer Didn't answer the phone, the agent will reschedule the call tomorrow - What will happen to the record?

Does any one know which table the calling lists are loaded into the DB, only one table or there many tables into the DB

[Kubig]

1) The record will not be removed from calling list - just stay with updated status
2) The record will be updated (sched.time, etc.)
3) Each CL is stored in one table (name of the table is equal the name of the calling list, I think)
4) Read the documentation!

[Fra]

[quote author=genesysnoob link=topic=8761.msg38918#msg38918 date=1426766626]
Does any one know which table the calling lists are loaded into the DB, only one table or there many tables into the DB
[/quote]

It depends.
The relationship is determined by how many table access objects you have defined: they link a calling list to both its format and the underlying database table.
You could have dozens of CLs pointing to one table access only or a number of CLs each uniquely linked to a dedicated table access.

[caractacus]

Hi,

"1) Assume the Customer answered the call - Will the record removed from the calling list next day?"

It will be removed from OCS memory and updated in the database table with record_status=3 (updated) ,  in your calling list view it will appear as updated.  It will not get removed from the list or the database table unless someone decides that they want to remove it and takes some manual action to do so.

"2) Assume the Customer Didn't answer the phone, the agent will reschedule the call tomorrow - What will happen to the record?"

This will depend upon the value of the option treatment_sched_threshold.  If this is set to 0 or a value in minutes that is greater than the interval until the record is due to be re-dialed,  then the record will remain in OCS memory until the scheduled dial time arrives and it will remain as 'retrieved' in your calling list.

If the value of treatment_sched_threshold is non-0  and less than the interval until the record is due to be re-dialed , then the record will be removed from OCS memory,  updated in the database as 'ready'  and it will then be retrieved again shortly before the scheduled dial time.


You can see which database table any calling list uses by looking at the database section of the calling list object in Genesys Administrator.