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I've identified that the customer's information is not displaying in the Genesys WDE case details. This data, known as "attached data," is also not appearing on the SIP server.

  • 1.  I've identified that the customer's information is not displaying in the Genesys WDE case details. This data, known as "attached data," is also not appearing on the SIP server.

    Posted 10-30-2024 05:01


    here the attachment that we can refer where the data is missing at this WDE which such as Name, IdNo, mobile number and product type. Client had key in information, but in the WDE did not stored the information. The agent unable to view the information. IVR customer journey for AHIBB is not available in Infomart.

    Upon reviewing the logs for this issue, I observed that the SIP server did not receive the attached data, as shown below:

    09:11:07.457: SipDialog: event CONNECTED_SEND_RESOK, t=122824, s=7, r=8, m=0000000002bdf6c8 port=5080
    09:11:07.457: CID:CUUID>50A7144A-6CE7-457E-A9DA-16AD2689662B-18664@mycjsafnb161.abb.affinbank.com.my:PHM49KCOUH21PAVD6RQO6NIMD400005T:
    09:11:07.457 SIPCONN(MSML): HandleSipDialogEvent(CONNECTED_SEND_RESOK) - filtered
    09:11:07.457 SIPMS(MSML): TRTMSVC: << DTMF SIGNAL(1)
    09:11:07.457 SIPMS(MSML): TRTMSVC:TIMER(950009926) CLEARED(DIGIT_TIMEOUT)
    09:11:07.457 SIPMS(MSML): TRTMSVC: digits_timeout timer set {id=56623188,timeout=5000}
    09:11:07.457: SIPS:LOGBLOCK:END:SIPMSG:]
    09:11:07.457: $-NET:SIP::0:270
     
    09:11:07.702 Trc 04541 RequestUpdateUserData received from [852] (00000005 URSA 172.21.115.33:31545)
    message RequestUpdateUserData
    AttributeThisDN '8070000'
    AttributeConnID 015f037ff67d80ba
    AttributeUserData [217] 00 11 00 00..
    'AccountType' ''
    'Address' ''
    'Birthdate' ''
    'BranchCode' ''
    'CdsNo' ''
    'ClientCode' ''
    'DealerCode' ''
    'Email' ''
    'Gender' ''
    'IdNo' ''
    'Message' ''
    'MobileNumber' ''
    'Name' ''
    'ProductType' ''
    'Race' ''
    'StatusCode' ''
    'Title' ''
    AttributeReferenceID 2150496
    09:11:07.702 Int 04543 Interaction message "RequestUpdateUserData" received from 852 ("URSA")
    @09:11:07.7020 Call [015f037ff67d80ba]: urid 000c015f
    @09:11:07.7020 [0] 8.1.103.40 distribute_response: message EventAttachedDataChanged





    #SIP/VolP

    ------------------------------
    Syazwan Amer
    Solution Sepcialist
    ------------------------------


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