OCS Call Result – Enumeration Values

Call Result	Enumeration	Description
Abandoned	21
Agent CallBack Error	47
All Trunks Busy	10
Answer	33
Answering Machine Detected	9
Bridged	31
Busy	6
Call Drop Error	42
Cancel Record	52
Cleared	19
Conferenced	2
Consult	24
Converse-On	30
Covered	29
Deafened	49
Dial Error	41
Do Not Call	51
Dropped	26
Dropped on No Answer	27
Fax Detected	17
Forwarded	23
General Error	3
Group Call Back Error	48	Generated by OCS internally when a call record is rescheduled according to a “Campaign Callback” request from the desktop application; however, OCS cannot find an available agent to receive the callback record.
Held	50
No Answer	7	Ring without answer at destination.
No Dial Tone	35
No Established Detected	38
No Port Available	44
No Progress	36
No Ring Back Tone	37
NU Tone	34
Ok	0	Call result is unset; that is, the call record has not been dialed.
Overflowed	20
Pager Detected	39
PickedUp	25
Queue Full	18
Redirected	22
RemoteRelease	5
Silence	32
SIT Detected	8
SIT IC(Intercept)	13
SIT Invalid Num	11
SIT NC (No Circuit)	15
SIT RO (Reorder)	16
SIT Unknown Call State	14
SIT VC (Vacant Code)	12
Stale	46	Call result is marked as Stale in the following scenario: 1. The following timer has expired: stale_clean_timeout 2. OCS marks the call result as Stale if an outbound call was transferred from: • a queue to a DN which is either not registered for OCS or does not have a logged in agent. • an agent in an outbound campaign to a DN which is not registered for OCS.
Switch Error	43
System Error	4
Transfer Error	45
Transferred	1
Unknown Call Result	28	Default. All records should be set to this call result before starting a campaign.
Wrong Number	53	Intended person cannot be reached at this number. This call result is sent by the desktop application and is not detected by the dialer
Wrong Party	40	Call is answered but by a wrong party; this call result is sent by the desktop application and not detected by the dialer.

How to configure IVR Driver for HA solutions?

The Primary/Backup Config Server configuration is absolutely transparent for all client applications. When a client connects to Primary Config Server, it requests information if there is a Backup instance configured. If there is, the client (here IVR Driver) gets all necessary attributes, like Host and Port. When the Primary config server fails the client will be trying to reconnect to Primary, then to Backup, until succeeds.

Actually, the same rule could be applied for Primary/Backup pairs of any Genesys servers – (they are transparent for their clients)

The bottom line is that as long as one config server of the pri/back pair is up and running there will be no problem getting the IVR Driver up and connected. If it cannot connect to either one, then there will be a problem. Otherwise it will be fine. Also, once it starts running you can take both config servers down and have no issues...it is just on start-up where it is key to get the config parameters.

Note: Got this info for Genesys support and really helped me to talk to Nortel IVR Engineers..

Delete Old log files using VB6

VB6 Snippet to delete old log files

Private Sub deleteOldFiles()

Dim sFileName As String
Dim sFileSplit() As String
Dim sFileSpec As String
Dim sDir As String
Dim iCount As Integer
Dim iCtr As Integer
Dim dCompDate As Date
Dim dFileDate As Date

On Error GoTo errHandler

sFileSpec = App.Path & "\logs\*.log"
sFileName = Dir(sFileSpec)

dCompDate = Format(Now, "mm/dd/yyyy")

Do
    If sFileName = "" Then Exit Do
        If InStr(sFileSpec, "\") > 0 Then
            sFileSplit = Split(sFileSpec, "\")
            iCount = UBound(sFileSplit) - 1
                For iCtr = 0 To iCount
                    sDir = sDir & sFileSplit(iCtr) & "\"
                Next
            sFileName = sDir & sFileName
        End If
        dFileDate = Format(FileDateTime(sFileName), "mm/dd/yyyy")
        If DateDiff("d", dFileDate, dCompDate) >= 3 Then
         'Get File Attributes
          If GetAttr(sFileName) = 33 Then
             SetAttr sFileName, 32
          End If
         Kill sFileName
        End If
    sFileName = Dir
    sDir = ""
Loop

Exit Sub

errHandler:

MsgBox Err.Number & ":" & Err.Description

End Sub

Write log using VB6

Function to write log file using Visual Basic 6

Private Sub writeLog(strMessage As String)

Dim hFile As Long
Dim sFolder As String
Dim sFile As String
Dim sDestination As String
Dim sLog As String

On Error GoTo errHandler

hFile = FreeFile()
sFolder = App.Path & "\logs"
sFile = sFolder & "\Softphone.log"

sLog = Format(Now(), "yyyy-mm-dd HH:nn:ss") & "." & Right(Format(Timer(), "0.000"), 3)
sLog = sLog & vbTab & strMessage

If lLineNumber > 60000 Then 'Approx 5 MB
    lLineNumber = 1
    sDestination = sFolder & "\Softphone_" & Format(Now(), "yyyymmdd_HHnnss") & ".log"
    FileCopy sFile, sDestination
    Kill sFile
Else
    lLineNumber = lLineNumber + 1
End If

Open sFile For Append As #hFile
    Print #hFile, sLog
Close hFile

Exit Sub

errHandler:

If Err.Number = 76 Then 'If folder not exists, create it
    MkDir sFolder
    Resume
End If
MsgBox Err.Number & ":" & Err.Description

End Sub

How to load strategies in Extension?

To load strategies in extension, you need to configure strategy details manually for DN. Let URS_01 is our UR Server, 5001 is our DN and we would like to run our strategy 'Sample' on 'ringing' event. Here are the details for the same

• Open DN 5001 and go to 'Annex' Tab
• Create a section named 'URS_01' (same as UR Server name)
• Create options 'event_arrive' with value as 'ringing'
• Create option 'strategy' with value as 'sample' (name of the strategy)
• Create option 'strategy0x65' with value as 'sample' (name of the strategy)

Simple..isn't it :-)

How do we peg a VQ without going through a target?

Select VQ in target block with timeout of 0 and a dummy place selected for routing.

Will get a peg on the VQ and the call will go out of the red port.