Thanks for your response
Hi Mark
Contact list table is getting cleared completely, including I3_Identity.
When contacts are getting imported next day, dialer provides unique I3_Identity for those records.
Hi Phil
Yes, i have double checked the same.
Contact flushed @ 23:59
New records inserted @ 7:00
Campaign starts automatically @ 8:00
Agents logs in into the campaign @ 9:00
Is the above process is fine or any modification required in the time ?.
I have concern on Agent logout after end of the shift. Agents are not doing it.
Is it possible to automatically make them logout @ midnight or is it configurable ?
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Mohammed Anees
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Original Message:
Sent: 06-25-2018 09:40
From: Mark Tatera
Subject: Interaction Dialer dials calls which are not in Contact List
When you reload the contact list are you by chance just clearing some of the columns but not all of them? I'm specifically interested in i3_Identity. If you are clearing the custom columns in the contact list but leaving the I3_identity column I could see this is what is causing your problem. I saw a customer keep the i3_identity value the same in the contact list from day to day and they would have issues. The customer ended up clearing the i3_<Campaign Name>_PND table nightly to correct their issues. Note that this was on an old 4.0 system but I suspect if you are reusing the i3_identity value you would still have problems in 2018.
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Mark Tatera
ConvergeOne
Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk.
Original Message:
Sent: 06-25-2018 01:47
From: Mohammed Anees
Subject: Interaction Dialer dials calls which are not in Contact List
Thanks Phill
Records are getting 23:00 (midnight) and inserting record on next day @ 7:00 AM. Campaign runs between 08:00 to 18:00,
I noticed Agents are not signing out from the campaign, while leaving office and i can see Active agent in ICBM.
Is it causing the issue
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Mohammed Anees
Original Message:
Sent: 06-24-2018 15:55
From: Phil Chapman
Subject: Interaction Dialer dials calls which are not in Contact List
Mohammed,
Can you confirm if the stop/start is being done after the new records have been loaded, but before the campaign is set to turn on (e.g. automatically)?
It's possible you're running into a timing issue, where Dialer's cache still contains records from prior to the flush occurring.
Ideally when you're doing something like this, you should make sure that the campaign isn't running (e.g. after hours), flush the call list data, insert new records, then do the stop/start of the campaign, with the campaign finally starting at it's scheduled time.
Phil
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Phil Chapman
Sr. Solution Engineer
Altivon
Original Message:
Sent: 06-24-2018 14:25
From: Mohammed Anees
Subject: Interaction Dialer dials calls which are not in Contact List
Hello
System Version : 2018 R2
Contact list table is getting flushed daily midnight and new records are getting updated next day early to contact list table by DB Team using script.
When Agent logs in into campaign, they are getting old calls (ie. previous day calls or even older calls).
There is a schedule configured to run between 08:00 to 20:00 to stop & start the campaign.
Agents started getting new calls after recycling the campaign.
Please suggest, is this the expected behavior. Customer's requirement is to start/stop the campaign and get new calls without manual intervention.
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Mohammed Anees
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