How to mantain SelectDN target in IRD 7.5 strategies.

[Gef Buneri]

Hello all again,
I'm facing again a scenario I already worked in the past, without a solution; I would like to play a message wit the agent number information, after the SelectDN function in a strategy.

I've got this IVR IRD (7.5) application (URS 7.5) in wich I use a function like:

  SelectDN[VQ_NAME,GetPriority[],'',StatSelectAny,AGENT_GROUP,'','','','','','','','','']

That generates a string like:

  15:51:01.747_M_I_009c024525e47957 [10:1b] blocking: agent 8825, place 042SX029, switch Switch001 dn 45129 is blocked for 10 sec by 753755, will expire 1400766671
  result of SelectDN: STRING: return:ok|n:514953|vq:VQ_130_DISATTIVAZIONE_IN|dn:45129|rdn:45129|switch:Switch001|agent:8825|place:042SX029|target_location:StatServer75URS|target_name:Tiscali_Indagine_Q|target_type:GA|stat_value:0


Ok, at this point I would like to play the agent information, but the only method I've got in my architecture, is to invoke a PlayGVP application (201: Play&Exit) that plays a .vox file placed on IPCS and exits from GVP, allowing the distribution of the call.

Till here all fine... it worsks, but... I lose the target validity; If I try to force that target the SelectDN wrote, the router says "target not valid or not current". Game over, I have to do a new SelectDN and nothing guarantees that agent will be available.


Tips ? Offenses accepted too


Regards,

Gef.

[MarkComplete]

I've never tried what you are doing, but have you looked to see if you are exceeding the time you have configured for agent reservation while playing the agent info?

[terry]

As fas as I know despite this message about not current target call is still routed to the target.

Also in case of using second SelectDN (better apply it just to previously selected agent not to entire agent gtoup) agent can become not available then routing to him will fail anyway so unlikely second SelectDN can make any harm.

And (I may be wrong but) blocking just for 10 seconds might be too small - if treatment will be played longer then selected agent could very easily really becomes unavailable (the same router will send to this agent some other call if playing message will take longer then 10 sec).

[Gef Buneri]

Thanks guys; the idea is to reserve the agent for a longer time, to try to force a new selectdn on the specific agent.

If possible, where do I should set this reservation ? On the SelectDN block itself ?

[terry]

Usually it is either transition_time option or BlockDN function (as input i t uses result of SelectDN)

[Gef Buneri]

Thanks Terry, so I should create a variable containing the whole SelectDN function result string, and use it as SuspendDN function input value ?

[terry]

If you need to explicitely block/unblock some target (agent or place) - then yes.
(I mean that it is easiest way as you anyway have result of SelectDN in some variable).

[Gef Buneri]

To you, Terry, the BlockDN could work in the scenario I described ? And after the BlockDN function, the new SelectDN function on that specific agent will see him as a free resource ?

[terry]

Supposed to work. Meaning that BlockDN function blocks agent for all calls except the one executing BlockDN function.

[Gef Buneri]

Hi all, I'm finally trying to concrtize this scenario, but something isn't going right.

Resuming, I have to play the agent DN with .vox audio files, but the only way I can use is to invoke the ipcs throug a studio app of various kind (play&continue, play&exit, etc.). So the flow is:

1. In strategy, I use a SelectDN function with a VQ and an AG to choose the target (SatSelectAny stat)
2. On agent selection, I would like to use a play&exit (or continue) application to play the agent ID.
3. On audio message end, I will route the call on that specific agent.

A tried some solutions, but with no useable result.

Here some logs:

http://web.tiscali.it/modifiche/case_002.7z

[terry]

in logs while playing agent id (or just after) URS get EventAbandoned for this call and agent is reselected
after that.
Target (re)selection for calls that URS believes are abandoned not possible (selecting function will just return with error message).

If EventAbandoned is normal part of treatment ending then (as URS doesn't know that) probably it will be needed on agent selection in first place atach selection data to the call and later after ababndonong when call appear agin on some DN just route call to stored in attavhed data agent.

[Gef Buneri]

Yes, the play&exit app generates an event abandoned; the treatment strategy defined in "OnCallAbandoned function starts and I try to route the call with a selection block, using as a target the syntax agentid@statserver.A, but at that point the selection fails and it starts an endless loop of "agent id play -> selection fail". Tried with blockdn,xx agentid.A and just before the selection block blockdn,0 agent.A, but nothing changes.

***EDIT***

An extract from logs:

12:09:42.004_M_I_ [10:1d] PULSE (calls: 71(72)=68+5-2, targets=6, time=1406282982, mem=0,464731,5395,926,305,72)
    _M_I_0000000000000000 [10:20] try to route to agent "8507" (place "032DX094", 1 ready DNs reported)
12:09:42.005_M_I_ [10:0a] object 032DX094|Resources| is unblocked
    _M_I_ [10:0b] agent 8507, place 032DX094, switch  dn  isn't blocked absolutely(0)
    _M_I_009c024525f9e86b [10:21] try to route to agent "8507" (place "032DX094", 1 ready DNs reported)
    _T_I_009c024525f9e86b [0E:19] check call routing states: state=7 delivery=5 treatment=3 held=0 reserving=0 ivr=0 - false
    _M_I_009c024525f9e86b [10:21] state of call isn't good for routing
    _M_I_0000000000000000 [10:20] try to route to agent "8634" (place "032DX084", 1 ready DNs reported)
    _M_I_ [10:0b] agent 8634, place 032DX084, switch  dn  isn't blocked absolutely(2747602)

[cavagnaro]

Abandoned is abandoned, nothing to re-route. Check TServer what Event is triggering this on URS.

[Gef Buneri]

Abandoned event is generated by the play&exit application (a studio application invoked by app id using a play block on ird).

[cavagnaro]

You are saying that you can't route to an agent after applying a treatment. If you get an EventAbandon you can't control the call as there is no call anymore, you use that usually to write some UData to a DB or similar only. No Call Handle functions.

Your issue is WHY is that EventAbandon happening, check TServer and get some more details. URS will not tell everything