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_do_not_call_items

Section: General
Default Value: No default value
Valid Values: <integer>,<integer>,<integer>
Changes Take Effect: Immediately
Introduced: 8.5.224.00

For calls placed via a Routing Point (RP) this option defines time checks that the callback service must perform before calling the customer. The value for this option matches the following formatting:

<threshold>,<earliest call time>,<latest call time>
where:
  • threshold defines the maximum time difference in seconds between the callback desired time and the current time.
  • earliest call time is the 24-hour earliest time that the callback service is allowed to launch a call if the current time matches the defined threshold value.
  • latest call time is the 24-hour latest time that the callback service is allowed to launch a call if the current time matches the defined threshold value.
Important: All of the above times are based on the local time of the Orchestration server(s).

For example, if _do_not_call_items=3600,9,21, the callback service does not proceed with calling the customer if the local time is not between 9 AM and 9 PM local time on the Orchestration Server. Additionally, before launching the call, it also checks that the current local time matches the customer call's desired time within 3600 seconds.

Troubleshooting

This troubleshooting page lists basic information to help you fix some common issues on Genesys Callback. If you do not find the answer to your issue, please refer to the latest known issues from GMS Release Note.

A callback that was answered is blocked in queued or processing status

In this scenario, the update query for this callback has failed. This means that you should update the DFM files to ensure correct callback processing.


URS replies with errorresponse 404

URS could not find the subroutine that was started by the original WaitForTarget strategy with the callback start request. 

13:25:56.750_R_I_ [19:10] routing interface request received: 
urs/call/011b02924f228001/invoke, client=34(ORS_RTP_Node1_PR), ref=773
13:25:56.750_R_I_ [19:12] routing interface errorresponse '404' sent to 
client=34(ORS_RTP_Node1_PR), ref=773

To solve this issue, compile both the strategy and subroutine as described here.

Callback Calls in PAUSED State

GMS may pause sessions if the conditions of the _do_not_call_items service option are met and it does not coincide with the operation hours. In this scenario, you can resume or abandon/fail sessions using the following events:

  • resume_session—Continue the session and disable the _do_not_call_items option for the session.
  • fail_session—Exit the session.

To send the resume_session event to the Callback session, use the following request:

On GMS (Forward API):
$ curl -v http://<GMS server: GMS port>/genesys/1/ors/scxml/session/<ORS session id>/event/resume_session

On ORS: 

$ curl -v http://<ORS server: ORS port>/scxml/session/<ORS session id>/event/resume_session

To send the fail_session event to the Callback session, use the following request:

On GMS (Forward API):
$ curl -v http://<GMS server: GMS port>/genesys/1/ors/scxml/session/<ORS session id>/event/fail_session
On ORS:
$ curl -v http://<ORS server: ORS port>/scxml/session/<ORS session id>/event/fail_session
This page was last edited on January 14, 2022, at 14:36.
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