I've built an agentless dialer campaign that will route through outbound attendant and either transfer to a workgroup or peform an external transfer. If either of those two scenarios occur, the call event log will contain all logging steps it traveled through in attendant, letting us see what occurred on the call.

If the call is not either transferred to an agent or externally transferred, the call event log remains blank! Even after transferring through Attendant nodes that have logging enabled, the call event log simply remains blank, showing nothing. 

Has anyone ever experienced this?
#Outbound

------------------------------
Lewis Brown
WellCare Health Plans
------------------------------

Lewis,

What version of CIC are you running? Is the record written to interactionsummary table but the call event log is blank or is the record not in the interactionsummary table? They changed reporting a while back so that these interactions still write to the interactionsummary table but you have to add a server parameter "Track Abandoned Dialer Interactions in InteractionSummary" and set the value to "True". You need to update the tracker configuration after making this change.

Thanks,



------------------------------
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: 08-05-2019 15:51
From: Lewis Brown
Subject: Call Event Log only writing out sometimes

I've built an agentless dialer campaign that will route through outbound attendant and either transfer to a workgroup or peform an external transfer. If either of those two scenarios occur, the call event log will contain all logging steps it traveled through in attendant, letting us see what occurred on the call.

If the call is not either transferred to an agent or externally transferred, the call event log remains blank! Even after transferring through Attendant nodes that have logging enabled, the call event log simply remains blank, showing nothing.

Has anyone ever experienced this?
#Outbound

------------------------------
Lewis Brown
WellCare Health Plans
------------------------------

Hi Mark,

2019R2. Yes, the record is written out to the Interaction Summary table. We can see dispositions, call length and all other details, except Call Event Log is blank. I will give that server parameter a try and report back. What tracker configuration change needs to be made?

Thanks,

Lewis

------------------------------
Lewis Brown
WellCare Health Plans
------------------------------

Original Message:
Sent: 08-06-2019 09:35
From: Mark Tatera
Subject: Call Event Log only writing out sometimes

Lewis,

What version of CIC are you running? Is the record written to interactionsummary table but the call event log is blank or is the record not in the interactionsummary table? They changed reporting a while back so that these interactions still write to the interactionsummary table but you have to add a server parameter "Track Abandoned Dialer Interactions in InteractionSummary" and set the value to "True". You need to update the tracker configuration after making this change.

Thanks,



------------------------------
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: 08-05-2019 15:51
From: Lewis Brown
Subject: Call Event Log only writing out sometimes

I've built an agentless dialer campaign that will route through outbound attendant and either transfer to a workgroup or peform an external transfer. If either of those two scenarios occur, the call event log will contain all logging steps it traveled through in attendant, letting us see what occurred on the call.

If the call is not either transferred to an agent or externally transferred, the call event log remains blank! Even after transferring through Attendant nodes that have logging enabled, the call event log simply remains blank, showing nothing.

Has anyone ever experienced this?
#Outbound

------------------------------
Lewis Brown
WellCare Health Plans
------------------------------

Lewis,

This was in the notes from Genesys for the SCR: To update it, Interaction Administrator -> Interacion Tracker -> Items Tracked -> uncheck some check box that is checked, apply, redial it and apply again.

Note that that server parameter is supposed to fix the issue where after CIC 2016 R1 the entire interaction summary record would not be written if dialer hit a phone number that did not connect. The results would be written to the callhistory table but not the interactionsummary table. Your issue seems to be different so I don't think this server parameter will fix your issue. What you are running into seems like a bug and you may need to open an incident with Genesys.

Thanks,



------------------------------
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: 08-07-2019 08:14
From: Lewis Brown
Subject: Call Event Log only writing out sometimes

Hi Mark,

2019R2. Yes, the record is written out to the Interaction Summary table. We can see dispositions, call length and all other details, except Call Event Log is blank. I will give that server parameter a try and report back. What tracker configuration change needs to be made?

Thanks,

Lewis

------------------------------
Lewis Brown
WellCare Health Plans

Original Message:
Sent: 08-06-2019 09:35
From: Mark Tatera
Subject: Call Event Log only writing out sometimes

Lewis,

What version of CIC are you running? Is the record written to interactionsummary table but the call event log is blank or is the record not in the interactionsummary table? They changed reporting a while back so that these interactions still write to the interactionsummary table but you have to add a server parameter "Track Abandoned Dialer Interactions in InteractionSummary" and set the value to "True". You need to update the tracker configuration after making this change.

Thanks,



------------------------------
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: 08-05-2019 15:51
From: Lewis Brown
Subject: Call Event Log only writing out sometimes

I've built an agentless dialer campaign that will route through outbound attendant and either transfer to a workgroup or peform an external transfer. If either of those two scenarios occur, the call event log will contain all logging steps it traveled through in attendant, letting us see what occurred on the call.

If the call is not either transferred to an agent or externally transferred, the call event log remains blank! Even after transferring through Attendant nodes that have logging enabled, the call event log simply remains blank, showing nothing.

Has anyone ever experienced this?
#Outbound

------------------------------
Lewis Brown
WellCare Health Plans
------------------------------