GSW_ERROR -> Record not found

[eferreyra]

Hi, im sending RecordReschedule UserEvent to OCS and in some cases i get this error:

GSW_ERROR:  Record not found
GSW_ERROR_NUMBER:  4

I attach an image of the events, and this is basically the C# Activex code:

[code]

            CTKVList userData = new CTKVListClass();

            userData.AddTail(CTKVUtil.BuildPair("GSW_AGENT_REQ_TYPE", "RecordReschedule"));
            userData.AddTail(contactoUserData.GetPair("GSW_APPLICATION_ID"));
            userData.AddTail(contactoUserData.GetPair("GSW_CAMPAIGN_NAME"));
            userData.AddTail(contactoUserData.GetPair("GSW_RECORD_HANDLE"));
            userData.AddTail(CTKVUtil.BuildPair("GSW_CALLBACK_TYPE", callback));
            userData.AddTail(CTKVUtil.BuildPair("GSW_DATE_TIME", fechaHora));

            TEventInfo eventInfo = new TEventInfoClass();

            eventInfo.UserData = userData;

            TStatus estado = axTExtension.TSendUserEvent(eventInfo);

            if (estado != TStatus.T_SUCCESS)
                throw new ApplicationException("Falló axTExtension.TSendUserEvent(eventInfo)");
[/code]

Why can this be happen ? values of the UserEvent are ok as far i can see..

Thanks for any help..

Pachu

[attachmini=#]

[bublepaw]

Hi,

There is a timeout in OCS after which record becomes "stale" ( it was to long on agent desktop). If this happens all requests send with this record hadle will receive GSW_ERROR_NUMBER=4. Please try to change stale_clean_timeout - default value is 30 minutes.

Regards

Paul

[cavagnaro]

Is record_processed on OCS set to yes? If not the Record_Handle is deleted once the call is hanged up or the agent is already on Ready. Refer to the OCS reference guide.

[eferreyra]

Paul:

Where i see and change the value of stale_clean_timeout ? anyway im not sending the reschedule 30 minutes from the contact...

As cav know we dont have much documentation and Alcatel people in Argentina avoids give us information about parameters, we never get Genesys or OCS deployment guides, still we are asking for this...

Cav:
I have Outbound Contact 7.2 Reference Manual, is this the reference guide you mean, im reading it but the problem is i dont know how OCS parameters are (because Alcatel people... you know), normally for an agent the call is finished before he register the results (reschedule for example) but not always, also if there is nothing to reschedule, i dont send anything to OCS, after this the record is marked:

record_status = Updated

Is in this Outbound Contact 7.2 Reference Manual explained how i must interact with records of the OCS ? or is in other doc. ?

[cavagnaro]

Those parameters are configured directly on the OCServer application on CME.

How this works:
With record_processed = false/no

The record is processed once the customer hangs up the call, this means no further updates possible.

With record_processed = true/yes

The record waits for a RecordProcessed request from the agent, until this is not received you can update the userfields, and of course launch a reschedule once the call was hanged up. Another reason for the record to be closed is if the Agent went to Ready (WaitForNextCall) status. This sends an implicit RecordProcessed request.

Check the Updating Genesys Mandatory Fields and Custom Fields.

Hope this helps you

[eferreyra]

OK i understand, now i have more info, i think this is weird but maybe you understan:

When the Outbound call is made via GSM gateway (valija para celulares), when the client hangs up, the line starts a busy tone, and i get [b]EventDestinationBusy[/b] (with all OCS field, including record_handle), the when i hang up i receive WITH the SAME Timestamp:

EventAgentNotReady   "automatic wrap-up"
EventReleased
EventOnHook
[color=red][b]EventAgentReady[/b][/color]  Why !!!!!

All in the same timestamp! so as you say, when i get Ready the record was removed from my desktop and then when i send RecordProcessed fails with error 4 !!


Have some clue ?

[cavagnaro]

That is weird, I'd check how the trunk group on the OXE is configured (busy detection) and see OXE traces, now unfortunatelly you doesn't have access to it. I believe you need to request an OXE engineer to sit next to you and do tests together.
Of course the RecordProcess fails as the agent was already in Ready.

[eferreyra]

Yes, only happens with calls to cell phones via GSM gateway and Analog extension.

Calls to cell phones via GSM gateway and Softphone extension is ok

Calls no made with the GSM gateway are ok.

Very weird...

[Franklin garzón]

Hi all, any peaople can explain me how or where I can change record_processed and change this to true? thanks.

[Franklin Garzón]

Hi, I'm the same case, when I send:

UpdateCallCompletionStats with record_handle and more mandatory information and the callresult=47, the OCS in this case retrieve to softphone the message "Record Not Found".

The first event that softphone receive is the event 138 and the second is 96 with the message "Record Not Found"

My OCS Server is "record_processed= true" and the agent is allways ready.

Any people can helpme? if my ocs need other configuration, or the campaign, or the callinlist or any thing?

Note: I test with the agenmode= aftercallwork and unknowmode in the softphone.

Thanks.

[jbobinsk]

Hi all,

First of all we have to know about what mode of campaign you have started (Preview or Progressive/Predictive) in both such cases there may be different reasons for Record not found status.
In all cases the best way is to increase OCS log and look in it inside.
There can be one of the following reasons:
1. OCS desided that somebode was serving record too long so it send it to database with CallStatus - Stale, and since that moment handle to record which exist on desktop application is not valid.
2. OCS has determined apropriate agent status which told it to store record in database with callstatus-Updated. Depending on parameter 'record_processed' event which can involve selftreatment of OCS is different (true/yes - for EventAgentLogout/EventAgentReady; false/no - for EventReleased).
If you have problems with determinging problems I can help you, with interprating log informations (TServer and OCS).

Regards

Jacek Bobinski

[Franklin Garzaón]

Thanks, I'd like know how I can interpreter the log.

Yes the agent is allways on ready and the campaign mode is progressive and the record_process is true.

Thanks.

[jbobinsk]

To go further it is good to see such case in log file - so If you want help send me appropriate logs from such case.

Regards

Jacek Bobinski

[eferreyra]

by the way, my reply #5 where i show an EventAgentReady at the same timestamp of EventAgentNotReady  "automatic wrap-up" was reported as a bug by our Alcatel consultant.

Greetings

[Franklin Garzón]

We think that the following log from OCS have information around the problem “Record Not Found” that we have, any configuration or consideration  that we need to put in our OCS or in softphone (agent desk top).

A realy thanks for your help.



14:40:02.939>  ACDGroup Message. OCS version: 7.1.000.05;  WorkTime: 1303;

    acdGroupDBID: 118; acdGroupName: OB Test; Queues: 278@VoiceSwitchProduction(Q); 306@VoiceSwitchProduction(RP);

Group Configuration - Type: AgentGroup; AgentsByConfig: 3; AgentsLoggedIn: 2;

GroupCampaign List:

  Campaign - DBID: 115; Name: Campaign_Renewals; WorkTime: 1303; Mode: Progressive; Status: GSW_CM_GCS_Running;

        Optimization Parameter: Busy Factor; Optimization Goal: 80; ProgressiveFlag: 1;

        VoiceDest: 306; SentCalls: 1; DialedCalls: 0; SentEngageCalls: 0; NoRecords: 3174;

  Configuration - Dialer: TServer (SwitchDBID: 101; SwitchType: 23;)

        CPD Ports: 10; Number of Free Ports: 10; Total channels: Unlimited; Free channels: Unlimited;

Predictive data

    Calls predicted: 0;

    Expected values:  Busy Factor= 1.000; Abandon Rate= 0.000; Wait Time= 0.000;

    Real values:      Busy Factor= 0.543; Abandon Rate= 0.286; Wait Time= 152.940;

    Current Statistics

    Agents/Places - Total:    2; Ready:  0; Engaged:  0; BusyOut:  1; BusyInB:  0;

                    BusyPaper: 0; BusyInt: 0; BusyRing: 0; BusyDial: 0; NotReady: 1; NotAvail: 0;

    Calls Outbound - Dialed: 0; Queued: 0; Established: 1; Chained: 0;

    Calls Callback -            PersonalClbk: 0; CampaignClbk: 0;

    Calls Inbound  -            Queued:  0;  Established: 0;

    Chains - Created: 20; Deleted: 18;    Records - Created: 46; Deleted: 40;

    History - Hit Ratio: 1.000;

        Durations - Out:  0.00; In:  0.00; Total:  0.00; Dial:  0.00; Dial NoContact:  0.00;

        Traffic  - Out: 0.000; In: 0.000; Other: 0.000;  Last Forecast: 0; Really Dialed: 0;

        Inbound Calls  - Completed: 1; Abandoned: 0;

        Outbound Calls - Total: 24; Established: 6; Completed: 5; Counted: 5;

                        NoContact: 16; NoContactCounted: 16; Abandoned: 2; AbandonedCounted: 2;

                        Error: 0; Stale: 0;

received from 65200(VoiceTServerProduction)genesys:3000(fd=480) message EventReleased

            AttributeOtherDN        '9033152921603'

            AttributeOtherDNRole 2

            AttributeAgentID          '226'

            AttributeThisDNRole    1

            AttributeThisTrunk        328

            AttributeCallState        11

            AttributeCallType        0

            AttributeCallID 30774

            AttributeConnID          00710182ccc87899

            AttributeDNIS  '9033152921603'

            AttributeCustomerID    'Resources'

            AttributeExtensions      [52] 00 02 00 00..

                        'GCTI_SUB_THIS_DN'          '226'

                        'GCTI_GLOB_CID'    bin: 17 4E 3B 47.. (len=8)

            AttributeThisDN          '206'

            AttributeTimeinSecs      1195069203 (14:40:03)

            AttributeTimeinuSecs    830000

14:40:03.830 Trc 50002 TEvent: EventReleased

Deleting AgentCall. ConnID: 00710182ccc87899, Type: 0, RecID: 30774, DN: 206

Setting BusyType 0 to Agent (DBID: 106)

Agent Info - Status: AGENT_READY, Background Status: AGENT_READY, BusyType: 0, BusyType Duration: 20, PersonDBID: 106

            Place - Place_206, PlaceDBID: 107

            Position DNs: None

            Extension DNs:            Number: 206, SwitchDBID: 101, State: OnHook, Service: In

            Logins:            AgentID: 226, Queue: 278, DN: 206, SwitchDBID: 101

            Groups: None

            Calls: None

            CallRecords: None

received from 65200(VoiceTServerProduction)genesys:3000(fd=480) message EventOnHook

            AttributeThisDN          '206'

            AttributeAgentID          '226'

            AttributeTimeinSecs      1195069203 (14:40:03)

            AttributeTimeinuSecs    830000

            AttributeCustomerID    'Resources'

14:40:03.830 Trc 50002 TEvent: EventOnHook

14:40:05.392>  Processing stale calls: 0 were found

14:40:11.954>  ACDGroup Message. OCS version: 7.1.000.05;  WorkTime: 1312;

    acdGroupDBID: 118; acdGroupName: OB Test; Queues: 278@VoiceSwitchProduction(Q); 306@VoiceSwitchProduction(RP);

Group Configuration - Type: AgentGroup; AgentsByConfig: 3; AgentsLoggedIn: 2;

GroupCampaign List:

  Campaign - DBID: 115; Name: Campaign_Renewals; WorkTime: 1312; Mode: Progressive; Status: GSW_CM_GCS_Running;

        Optimization Parameter: Busy Factor; Optimization Goal: 80; ProgressiveFlag: 1;

        VoiceDest: 306; SentCalls: 1; DialedCalls: 0; SentEngageCalls: 0; NoRecords: 3174;

  Configuration - Dialer: TServer (SwitchDBID: 101; SwitchType: 23;)

        CPD Ports: 10; Number of Free Ports: 10; Total channels: Unlimited; Free channels: Unlimited;

Predictive data

    Calls predicted: 0;

    Expected values:  Busy Factor= 1.000; Abandon Rate= 0.000; Wait Time= 0.000;

    Real values:      Busy Factor= 0.546; Abandon Rate= 0.286; Wait Time= 152.940;

    Current Statistics

    Agents/Places - Total:    2; Ready:  0; Engaged:  0; BusyOut:  1; BusyInB:  0;

                    BusyPaper: 0; BusyInt: 0; BusyRing: 0; BusyDial: 0; NotReady: 1; NotAvail: 0;

    Calls Outbound - Dialed: 0; Queued: 0; Established: 1; Chained: 0;

    Calls Callback -            PersonalClbk: 0; CampaignClbk: 0;

    Calls Inbound  -            Queued:  0;  Established: 0;

    Chains - Created: 20; Deleted: 18;    Records - Created: 46; Deleted: 40;

    History - Hit Ratio: 1.000;

        Durations - Out:  0.00; In:  0.00; Total:  0.00; Dial:  0.00; Dial NoContact:  0.00;

        Traffic  - Out: 0.000; In: 0.000; Other: 0.000;  Last Forecast: 0; Really Dialed: 0;

        Inbound Calls  - Completed: 1; Abandoned: 0;

        Outbound Calls - Total: 24; Established: 6; Completed: 5; Counted: 5;

                        NoContact: 16; NoContactCounted: 16; Abandoned: 2; AbandonedCounted: 2;

                        Error: 0; Stale: 0;

received from 65200(VoiceTServerProduction)genesys:3000(fd=480) message EventUserEvent

            AttributeUserData        [168] 00 05 00 00..

            AttributeThisDN          '135'

            AttributeTimeinSecs      1195069220 (14:40:20)

            AttributeTimeinuSecs    687000

            AttributeCustomerID    'Resources'

Print GSW UserData:

            GSW_AGENT_REQ_TYPE  'UpdateCallCompletionStats'

            GSW_APPLICATION_ID      136

            GSW_CAMPAIGN_NAME  'Campaign_Renewals'

            GSW_CALL_RESULT          7

            GSW_RECORD_HANDLE    7

14:40:20.687 Trc 50002 TEvent: EventUserEvent

Call was not found. Desktop request is rejected.

14:40:20.687 Trc 50071 Send UserEvent

Print GSW UserData:

            GSW_CAMPAIGN_NAME  'Campaign_Renewals'

            GSW_CALL_RESULT          7

            GSW_RECORD_HANDLE    7

            GSW_ERROR 'Record not found'

            GSW_ERROR_NUMBER      4

            GSW_APPLICATION_ID      136

request to 65200(VoiceTServerProduction) message RequestDistributeUserEvent

            AttributeUserData        [174] 00 06 00 00..

            AttributeCommunicationDN      '135'

..sent to genesys:3000(fd=480)

received from 65200(VoiceTServerProduction)genesys:3000(fd=480) message EventACK

            AttributeUserEvent      RequestDistributeUserEvent

            AttributeThisDN          '135'

            AttributeTimeinSecs      1195069220 (14:40:20)

            AttributeTimeinuSecs    687000

            AttributeCustomerID    'Resources'

14:40:20.687 Trc 50002 TEvent: Unknown TEvent

14:40:20.984>  ACDGroup Message. OCS version: 7.1.000.05;  WorkTime: 1321;

    acdGroupDBID: 118; acdGroupName: OB Test; Queues: 278@VoiceSwitchProduction(Q); 306@VoiceSwitchProduction(RP);

Group Configuration - Type: AgentGroup; AgentsByConfig: 3; AgentsLoggedIn: 2;

GroupCampaign List:

  Campaign - DBID: 115; Name: Campaign_Renewals; WorkTime: 1321; Mode: Progressive; Status: GSW_CM_GCS_Running;

        Optimization Parameter: Busy Factor; Optimization Goal: 80; ProgressiveFlag: 1;

        VoiceDest: 306; SentCalls: 1; DialedCalls: 0; SentEngageCalls: 0; NoRecords: 3174;

  Configuration - Dialer: TServer (SwitchDBID: 101; SwitchType: 23;)

        CPD Ports: 10; Number of Free Ports: 10; Total channels: Unlimited; Free channels: Unlimited;

Predictive data

    Calls predicted: 0;

    Expected values:  Busy Factor= 1.000; Abandon Rate= 0.000; Wait Time= 0.000;

    Real values:      Busy Factor= 0.550; Abandon Rate= 0.286; Wait Time= 152.940;

    Current Statistics

    Agents/Places - Total:    2; Ready:  0; Engaged:  0; BusyOut:  1; BusyInB:  0;

                    BusyPaper: 0; BusyInt: 0; BusyRing: 0; BusyDial: 0; NotReady: 1; NotAvail: 0;

    Calls Outbound - Dialed: 0; Queued: 0; Established: 1; Chained: 0;

    Calls Callback -            PersonalClbk: 0; CampaignClbk: 0;

    Calls Inbound  -            Queued:  0;  Established: 0;

    Chains - Created: 20; Deleted: 18;    Records - Created: 46; Deleted: 40;

    History - Hit Ratio: 1.000;

        Durations - Out:  0.00; In:  0.00; Total:  0.00; Dial:  0.00; Dial NoContact:  0.00;

        Traffic  - Out: 0.000; In: 0.000; Other: 0.000;  Last Forecast: 0; Really Dialed: 0;

        Inbound Calls  - Completed: 1; Abandoned: 0;

        Outbound Calls - Total: 24; Established: 6; Completed: 5; Counted: 5;

                        NoContact: 16; NoContactCounted: 16; Abandoned: 2; AbandonedCounted: 2;

                        Error: 0; Stale: 0;

received from 65200(VoiceTServerProduction)genesys:3000(fd=480) message