Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: genesysnoob on March 26, 2015, 05:47:42 PM
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Hey Folks Need help
I have a question, Do outbound calls have two Connid's in the t-server log?. I mean to say when a record is dialed - for that particular record do t-server generates two conn id's one for dialing and one for received call?
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[quote author=genesysnoob link=topic=8773.msg38991#msg38991 date=1427392062]
Hey Folks Need help
I have a question, Do outbound calls have two Connid's in the t-server log?. I mean to say when a record is dialed - for that particular record do t-server generates two conn id's one for dialing and one for received call?
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What do you mean with 'received call'?
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i mean to say, when the customer answers the phone. the call comes back to the ACD correct ( this would be a received call)
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And....have you by any chance followed OCS and TServer logs to see what happens?
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Yes Sir
i did followed the log file
What confuses me is, there are couple of instances( conn id's) of the same call(phone number) in the t-server log.
I used textpad ++ to see where the phone number shows up in the call, it shows up multiple times with diff connid's. this is for preview campaign
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I think, that for preview campaigns there is just one ConnectionID per call (of course with except of multi-site calls, etc.)
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And associated with which events? Can be redials...
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[quote author=Kubig link=topic=8773.msg39070#msg39070 date=1427893411]
I think, that for preview campaigns there is just one ConnectionID per call (of course with except of multi-site calls, etc.)
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There is no Multi site transfer. but still i am seeing multiple conn id's don't know why
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[quote author=cavagnaro link=topic=8773.msg39072#msg39072 date=1427905011]
And associated with which events? Can be redials...
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I am seeing
First time when the phone number appeard, I am seeing the following events
Eventuserevent
EventACK
Eventuserevent
EventACK
There is a gap of 9 seconds
Later - the below events appear
request make call
EventOffhook
EventDialing
Eventnetworkreached
Eventreleased
EventonHook
Request Agentnotready
Eventagentnotready
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UserEvents of what type?
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[quote author=genesysnoob link=topic=8773.msg39069#msg39069 date=1427891119]
Yes Sir
i did followed the log file
What confuses me is, there are couple of instances( conn id's) of the same call(phone number) in the t-server log.
I used textpad ++ to see where the phone number shows up in the call, it shows up multiple times with diff connid's. this is for preview campaign
[/quote]
It doesn't seem likely that there would be multiple connids for a single call, particularly in preview mode. In preview mode the agent dials the call manually so there should only be one outbound call and one connid. Are you sure that you don't have multiple records using the same phone number? Check GSW_RECORD_HANDLE and GSW_CHAIN_ID in the user data to confirm.
Perhaps you could post some snippets of some of these events frmo the logs.
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One case where you would see multiple connids for the same contact in a preview campaign is where the record had been rescheduled by a treatment or as a callback by the agent. In that case the rescheduled/callback call would be a new call with a separate connid. Could that be what you are seeing?