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OCS: Record is set to Stale by OCS when agent transfers a predictive outbound call to a route point

  • 1.  OCS: Record is set to Stale by OCS when agent transfers a predictive outbound call to a route point

    Posted 02-16-2022 05:32
    Hi all,

    we have following requirement:
    • an agent must be able to transfer an outbound call from a predictive campaign to a specific number
    We implemented this the way that the agent makes a SingleStepTransfer to a route point where a strategy is loaded.
    The strategy is running some checks where to place the call and sends the call to a different SIP-Server per Invite (no ISCC involved)
    The call arrives as a new inbound call at the other side.

    After the call transfer is executed, the agent has in WDE still the outbound interaction window open and is in status ACW.
    When the agent tries to Mark Done, we get an error in WDE on the Requests UpdateCallCompletionStats and RecordProcessed following error:
    'GSW_ERROR_NUMBER' [int] = 112

    'GSW_ERROR' [str] = "No call found for the record handle"

    In OCS logs I see that the record was set to stale, which explains the error we see on WDE.

    We tried to add the route point where the WDE places the call for transferring to the Origination DN list of the Agent Group associated with the campaign.
    This did also not help, we now get a different error, here the one for the RecordProcessed request (same for the UpdateCallCompletionStats request)
    'GSW_AGENT_REQ_TYPE' [str] = "RecordProcessed"

    'GSW_ERROR_NUMBER' [int] = 101

    'GSW_ERROR' [str] = "Wrong call state"

    The question is how we can handle this scenario? What would we need to do, to be able that:
    • we can transfer the outbound call successfully
    • the transferring agent can successfully update the record in the Calling List and finalize the processing without an error
    Unfortunately I did not find any helpful input in the docs or other discussions.

    Thank you for your support.

    Best regards,
    Uzay
    #Unsure/Other

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    BR,
    Uzay
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