Genesys CTI User Forum
Genesys CTI User Forum => Genesys-related Development => Topic started by: abudwill on August 13, 2013, 05:59:36 AM
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Hello,
I am using the Outbound 8.1 HTTP exposed web service to try and cancel calls that are in the retrieved status in calling lists. I have studied the Outbound Reference guide closely and believe I am consuming the service correctly.
I call the following URI: http://MyOutboundServer:8080/phones/5555555555?req=RequestRecordCancel
I am passing the following HTTP Headers:
Host: MyOutboundHost:8080
User agent: MyUserAgentName
Content-type: application/json
Content-length: (length of body)
I pass the body in JSON format:
{"GSW_TENANT_DBID":"101","GSW_CHAIN_ATTR":"AllChain","GSW_CAMPAIGN_NAME":"MyCampaignName"}
I receive an HTTP200/OK back from OCS. I am also able to observe that the call gets cancelled by refreshing the calling list in GA. However the call is still delivered to my agent. It almost seems as if the call is being cancelled in OCS but OCS is not telling Interaction Server that the interaction is cancelled.
This doesn't seem like appropriate/desired behavior, but the Outbound Reference guide does not elaborate on if this is normal. Is this normal? If not, does anyone have advice on what I should check next? If this is normal behavior, can anyone suggest how I can cancel the interaction in Interaction Server?
Regards,
Andrew
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If it is still in routing or on ixn srvr, I think that you cannot terminate it via OCS. Try to termine via GAD or database.
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Hi Kubig,
Thank you for the reply. I should have mentioned that I am using Outbound in a push/preview fashion in this instance.
When you note to terminate it via database - can you elaborate? I was under the impression this was not safe.
Regards,
Andrew
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Yes, it is a last point where you can terminate interaction, but be aware cause database record has multiple links to other dbtables and record. Of course it is not suggested procedure how to solve it. Try to look into OCS logs,if sends any request to the IXN when you terminate it via OCS HTTP API.
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Hi Kubig,
Thanks again. I have determined a method to obtain the Interaction ID and I am using the PSDK to cancel the Interaction rather than through direct database calls.
On another note relating to the OCS HTTP service, it seems to be cancelling calls for the provided phone number for all campaigns rather than the campaign I specify. Do you have any direct experience with the OCS HTTP service?
Regards,
Andrew
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Yes, I forgot to PSDK process. So, you are right. Try to check OCS logs, if some requests from OCS is send to IXN, when you change CL via HTTP API.