Genesys CTI User Forum
Genesys CTI User Forum => Genesys-related Development => Topic started by: dmans1 on October 03, 2008, 11:47:24 AM
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Hi
I am using the 7.2 ActiveX SDK to embed telephony functionality on our inhouse CRM programm.
The company has been using the 5.1 CTI version and we upgraded to 7.6 to implement the predictive dialing mode.
So far the preview mode was custom made through the CRM database using only the basic telephony events and commands(Tdial and so on).
We have managed to implement preview dialing and all the needed functionality through the api (addrecord recuests, predictive callbacks and so on) , but it seems that we are hiting the wall when trying to issue PreviewRecordRequest .
Sniffing trough the OCS logs that request is never actually registered and we receive only a eventACK from the Tserver.
Below is the sub implementing the request
[code]Public Sub PreviewRecordRequest(CampaignName As String)
Dim MyUserData As TEventInfo
Dim mypair As CTKVPair
Dim myData As CTKVList
Set MyUserData = New TEventInfo
Set myData = New CTKVList
myData.Clear
Set mypair = New CTKVPair
mypair.Key = "GSW_AGENT_REQ_TYPE"
mypair.Type = CKVTypeString
mypair.StringValue = "PreviewRecordRequest"
myData.AddHead mypair
Set mypair = New CTKVPair
mypair.Key = "GSW_APPLICATION_ID"
mypair.Type = CKVTypeNum
mypair.NumValue = GSW_APPLICATION_ID
myData.Insert myData.GetCount + 1, mypair
Set mypair = New CTKVPair
mypair.Key = "GSW_CAMPAIGN_NAME"
mypair.Type = CKVTypeString
mypair.StringValue = "Pilot_20080702"
myData.AddTail mypair
GenesysControls.my_Extension.TSendUserEvent MyUserData
End Sub[/code]
The above coding logic is used in every other request we make and works like a charm.
Any idea what might be wrong in this case? (FYI : Preview requests through the GAD web interface are working)
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Can you post the logs?
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:-\ I hope this will help you... I have strange issues also with requests (including PreviewRecordRequest), throwing even an unnamed error coded 201. The only thing I did after too many try outs was to send only StringValues, even for those supposed to be NumericValues.
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logs?
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ok... Event sequence as follows...
Dn registration, then agent logs in, gets events about the campaigns he's in and then he sents a preview record request and logs out.... That preview request is nowhere to be seen in the logs.
Tserver logs
[code]message RequestRegisterAddress
AttributeThisDN '10304'
AttributeRegisterMode 0
AttributeControlMode 0
AttributeAddressType 1 (DN)
AttributeReferenceID 2
@09:42:56.7830 [0] 7.6.006.05 send_to_client: message EventRegistered
AttributeEventSequenceNumber 000000000038149c
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 783000
AttributeTimeinSecs 1223275376 (09:42:56)
AttributeReason [2] 00 00..
AttributeExtensions [66] 00 03 01 00..
'AgentStatus' 0
'AgentStatusTimestamp' 0
'status' 0
AttributeAddressType 1 (DN)
AttributeThisDN '10304'
AttributeReferenceID 2
message RequestAgentLogin
AttributeThisDN '10304'
AttributeAgentID '1891'
AttributeAgentWorkMode 0 (Unknown)
AttributeReferenceID 3
@09:42:56.8290 [0] 7.6.006.05 distribute_response: message EventAgentLogin
AttributeExtensions [53] 00 01 00 00..
'AgentSessionID' 'CLBFBMDHKL7KP15TMLVV23O82C00J3GN'
AttributeEventSequenceNumber 000000000038149d
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 829000
AttributeTimeinSecs 1223275376 (09:42:56)
AttributeThisDN '10304'
AttributeAgentID '1891'
AttributeReferenceID 3
@09:42:56.8290 [0] 7.6.006.05 distribute_event: message EventAgentNotReady
AttributeExtensions [53] 00 01 00 00..
'AgentSessionID' 'CLBFBMDHKL7KP15TMLVV23O82C00J3GN'
AttributeEventSequenceNumber 000000000038149e
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 829000
AttributeTimeinSecs 1223275376 (09:42:56)
AttributeThisDN '10304'
AttributeAgentWorkMode 4 (AuxWork)
AttributeAgentID '1891'
@09:42:56.8290 [0] 7.6.006.05 send_to_client: message EventACK
AttributeEventSequenceNumber 000000000038149f
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 829000
AttributeTimeinSecs 1223275376 (09:42:56)
AttributeThisDN '10304'
AttributeUserEvent RequestDistributeUserEvent
@09:42:56.8290 [0] 7.6.006.05 distribute_user_event: message EventUserEvent
AttributeEventSequenceNumber 00000000003814a0
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 829000
AttributeTimeinSecs 1223275376 (09:42:56)
AttributeUserEvent EventUserEvent
AttributeUserData [252] 00 07 00 00..
'GSW_CAMPAIGN_DESCRIPTION' ''
'GSW_CAMPAIGN_GROUP_DESCRIPTION' ''
'GSW_CAMPAIGN_GROUP_NAME' 'Pilot_20080702@PDS_Test_Outbound'
'GSW_CAMPAIGN_MODE' 'Preview'
'GSW_CAMPAIGN_NAME' 'Pilot_20080702'
'GSW_APPLICATION_ID' 129
'GSW_USER_EVENT' 'CampaignStarted'
AttributeThisDN '10304'
@09:42:56.9230 [0] 7.6.006.05 send_to_client: message EventACK
AttributeEventSequenceNumber 00000000003814a1
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 923000
AttributeTimeinSecs 1223275376 (09:42:56)
AttributeThisDN '10304'
AttributeUserEvent RequestDistributeUserEvent
@09:42:56.9230 [0] 7.6.006.05 distribute_user_event: message EventUserEvent
AttributeEventSequenceNumber 00000000003814a2
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 923000
AttributeTimeinSecs 1223275376 (09:42:56)
AttributeUserEvent EventUserEvent
AttributeUserData [197] 00 06 00 00..
'GSW_CAMPAIGN_DESCRIPTION' ''
'GSW_CAMPAIGN_GROUP_DESCRIPTION' ''
'GSW_CAMPAIGN_GROUP_NAME' 'Inbound'
'GSW_CAMPAIGN_NAME' 'Inbound'
'GSW_APPLICATION_ID' 129
'GSW_USER_EVENT' 'CampaignGroupAssigned'
AttributeThisDN '10304'
@09:43:00.3920 [0] 7.6.006.05 send_to_client: message EventACK
AttributeEventSequenceNumber 00000000003814a8
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 392000
AttributeTimeinSecs 1223275380 (09:43:00)
AttributeThisDN '10304'
AttributeUserEvent RequestDistributeUserEvent
@09:43:00.3920 [0] 7.6.006.05 distribute_user_event: message EventUserEvent
AttributeEventSequenceNumber 00000000003814a9
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 392000
AttributeTimeinSecs 1223275380 (09:43:00)
AttributeUserEvent EventUserEvent
AttributeThisDN '10304'
message RequestAgentNotReady
AttributeThisDN '10304'
AttributeAgentWorkMode 0 (Unknown)
AttributeReferenceID 4
message RequestAgentLogout
AttributeThisDN '10304'
AttributeReferenceID 5
message RequestUnregisterAddress
AttributeThisDN '10304'
AttributeControlMode 0
AttributeReferenceID 6
@09:43:15.8610 [0] 7.6.006.05 send_to_client: message EventUnregistered
AttributeEventSequenceNumber 00000000003814c2
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 861000
AttributeTimeinSecs 1223275395 (09:43:15)
AttributeThisDN '10304'
AttributeReferenceID 6
@09:43:15.8610 [0] 7.6.006.05 distribute_response: message EventAgentNotReady
AttributeExtensions [53] 00 01 00 00..
'AgentSessionID' 'CLBFBMDHKL7KP15TMLVV23O82C00J3GN'
AttributeEventSequenceNumber 00000000003814c3
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 861000
AttributeTimeinSecs 1223275395 (09:43:15)
AttributeThisDN '10304'
AttributeAgentWorkMode 4 (AuxWork)
AttributeAgentID '1891'
AttributeReferenceID 4
@09:43:15.9080 [0] 7.6.006.05 distribute_response: message EventAgentLogout
AttributeExtensions [53] 00 01 00 00..
'AgentSessionID' 'CLBFBMDHKL7KP15TMLVV23O82C00J3GN'
AttributeEventSequenceNumber 00000000003814c4
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 908000
AttributeTimeinSecs 1223275395 (09:43:15)
AttributeThisDN '10304'
AttributeAgentID '1891'
AttributeReferenceID 5[/code]
OCS logs
[code]message RequestRegisterAddress
AttributeThisDN '10304'
AttributeRegisterMode 0
AttributeControlMode 0
AttributeAddressType 1 (DN)
AttributeReferenceID 2
@09:42:56.7830 [0] 7.6.006.05 send_to_client: message EventRegistered
AttributeEventSequenceNumber 000000000038149c
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 783000
AttributeTimeinSecs 1223275376 (09:42:56)
AttributeReason [2] 00 00..
AttributeExtensions [66] 00 03 01 00..
'AgentStatus' 0
'AgentStatusTimestamp' 0
'status' 0
AttributeAddressType 1 (DN)
AttributeThisDN '10304'
AttributeReferenceID 2
message RequestAgentLogin
AttributeThisDN '10304'
AttributeAgentID '1891'
AttributeAgentWorkMode 0 (Unknown)
AttributeReferenceID 3
@09:42:56.8290 [0] 7.6.006.05 distribute_response: message EventAgentLogin
AttributeExtensions [53] 00 01 00 00..
'AgentSessionID' 'CLBFBMDHKL7KP15TMLVV23O82C00J3GN'
AttributeEventSequenceNumber 000000000038149d
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 829000
AttributeTimeinSecs 1223275376 (09:42:56)
AttributeThisDN '10304'
AttributeAgentID '1891'
AttributeReferenceID 3
@09:42:56.8290 [0] 7.6.006.05 distribute_event: message EventAgentNotReady
AttributeExtensions [53] 00 01 00 00..
'AgentSessionID' 'CLBFBMDHKL7KP15TMLVV23O82C00J3GN'
AttributeEventSequenceNumber 000000000038149e
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 829000
AttributeTimeinSecs 1223275376 (09:42:56)
AttributeThisDN '10304'
AttributeAgentWorkMode 4 (AuxWork)
AttributeAgentID '1891'
@09:42:56.8290 [0] 7.6.006.05 send_to_client: message EventACK
AttributeEventSequenceNumber 000000000038149f
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 829000
AttributeTimeinSecs 1223275376 (09:42:56)
AttributeThisDN '10304'
AttributeUserEvent RequestDistributeUserEvent
@09:42:56.8290 [0] 7.6.006.05 distribute_user_event: message EventUserEvent
AttributeEventSequenceNumber 00000000003814a0
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 829000
AttributeTimeinSecs 1223275376 (09:42:56)
AttributeUserEvent EventUserEvent
AttributeUserData [252] 00 07 00 00..
'GSW_CAMPAIGN_DESCRIPTION' ''
'GSW_CAMPAIGN_GROUP_DESCRIPTION' ''
'GSW_CAMPAIGN_GROUP_NAME' 'Pilot_20080702@PDS_Test_Outbound'
'GSW_CAMPAIGN_MODE' 'Preview'
'GSW_CAMPAIGN_NAME' 'Pilot_20080702'
'GSW_APPLICATION_ID' 129
'GSW_USER_EVENT' 'CampaignStarted'
AttributeThisDN '10304'
@09:42:56.9230 [0] 7.6.006.05 send_to_client: message EventACK
AttributeEventSequenceNumber 00000000003814a1
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 923000
AttributeTimeinSecs 1223275376 (09:42:56)
AttributeThisDN '10304'
AttributeUserEvent RequestDistributeUserEvent
@09:42:56.9230 [0] 7.6.006.05 distribute_user_event: message EventUserEvent
AttributeEventSequenceNumber 00000000003814a2
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 923000
AttributeTimeinSecs 1223275376 (09:42:56)
AttributeUserEvent EventUserEvent
AttributeUserData [197] 00 06 00 00..
'GSW_CAMPAIGN_DESCRIPTION' ''
'GSW_CAMPAIGN_GROUP_DESCRIPTION' ''
'GSW_CAMPAIGN_GROUP_NAME' 'Inbound'
'GSW_CAMPAIGN_NAME' 'Inbound'
'GSW_APPLICATION_ID' 129
'GSW_USER_EVENT' 'CampaignGroupAssigned'
AttributeThisDN '10304'
@09:43:00.3920 [0] 7.6.006.05 send_to_client: message EventACK
AttributeEventSequenceNumber 00000000003814a8
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 392000
AttributeTimeinSecs 1223275380 (09:43:00)
AttributeThisDN '10304'
AttributeUserEvent RequestDistributeUserEvent
@09:43:00.3920 [0] 7.6.006.05 distribute_user_event: message EventUserEvent
AttributeEventSequenceNumber 00000000003814a9
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 392000
AttributeTimeinSecs 1223275380 (09:43:00)
AttributeUserEvent EventUserEvent
AttributeThisDN '10304'
message RequestAgentNotReady
AttributeThisDN '10304'
AttributeAgentWorkMode 0 (Unknown)
AttributeReferenceID 4
message RequestAgentLogout
AttributeThisDN '10304'
AttributeReferenceID 5
message RequestUnregisterAddress
AttributeThisDN '10304'
AttributeControlMode 0
AttributeReferenceID 6
@09:43:15.8610 [0] 7.6.006.05 send_to_client: message EventUnregistered
AttributeEventSequenceNumber 00000000003814c2
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 861000
AttributeTimeinSecs 1223275395 (09:43:15)
AttributeThisDN '10304'
AttributeReferenceID 6
@09:43:15.8610 [0] 7.6.006.05 distribute_response: message EventAgentNotReady
AttributeExtensions [53] 00 01 00 00..
'AgentSessionID' 'CLBFBMDHKL7KP15TMLVV23O82C00J3GN'
AttributeEventSequenceNumber 00000000003814c3
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 861000
AttributeTimeinSecs 1223275395 (09:43:15)
AttributeThisDN '10304'
AttributeAgentWorkMode 4 (AuxWork)
AttributeAgentID '1891'
AttributeReferenceID 4
@09:43:15.9080 [0] 7.6.006.05 distribute_response: message EventAgentLogout
AttributeExtensions [53] 00 01 00 00..
'AgentSessionID' 'CLBFBMDHKL7KP15TMLVV23O82C00J3GN'
AttributeEventSequenceNumber 00000000003814c4
AttributeCustomerID 'Resources'
AttributeTimeinuSecs 908000
AttributeTimeinSecs 1223275395 (09:43:15)
AttributeThisDN '10304'
AttributeAgentID '1891'
AttributeReferenceID 5
'GSW_AGENT_ID' ''
'GSW_CALL_RESULT' 7
'GSW_TZ_NAME' 'EET'
'GSW_CONTACT_MEDIA_TYPE' 'voice'
'GSW_CALL_ATTEMPT_GUID' '84OBK6QF0P1HT7IFQ47B1AOIBO000CHR'
'RVQID' 'I5CK0IV8TT0EV3ENIKHUI1AF3O0027JT'
'RTargetTypeSelected' '2'[/code]
I have also sniffed the packets that are sent and arrived during the request
1st photo is the data sent on the request and the second is from the eventACK received data.
There's also a 3rd packet sent after that but that's the IP ack packet.
So.... any ideas? My guess till now is that the request is never sent from the pc
Edit: tried jjavierv's idea.. no luck
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Hi,
if your OCS agent_preview_mode_start is set to yes\true, you must issue a PreviewDialingModeStart Request before any PrevieeRecordRequest.
Fra
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I have done that also.
EventACK on previewdialingmodestart request and also on the previewdialingmodeove request
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Alright, I just didn't see it in the logs you posted.
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One question, is your agent requesting Preview on NotReady mode??? Is this possible? For what I know agent must be on Ready status.
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Standard procedure... we log on the agent in not ready mode :)
Anyway, eventACK received even when the request is made while the agent is ready
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Now you say that with GAD this works, right? If so I will go and compare what is the difference between GAD KVP and yours...
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Its a duuuuhhhhhhhhhhhh case......
somewhere i te copy-paste proccess from a sub above in the code the
Set MyUserData.UserData = myData
part before sending the request was somewhere lost, so i always kept sending an empty request...
(stupidity errors are always the most difficult to detect. :) )