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Submitting Call Report Records

When OCS attempts a call, it sends the call report record to Web or Application Server via an HTTP POST request. This record can be used to manage compliance with Contact Attempt rules.

For each call made from a started outbound dialing campaign in autodial mode, OCS sends a call report record (an HTTP POST request with GSW_OCS_SEQUENCE_NO: 0) to Web or Application Server. When the call is ended with any result (Answer, Answering Machine, Abandoned, DoNotCall, and so on), the second record (an HTTP POST request with GSW_OCS_SEQUENCE_NO: 1) containing the GSW_CALL_RESULT parameter is sent to Web or Application Server.

Note: The GSW_OCS_SEQUENCE_NO: 1 record overwrites the GSW_OCS_SEQUENCE_NO: 0 record when dialing rules are applied by the compliance manager.

Feature Configuration

Add the following configuration options, as described on the OCS Options Descriptions page in this manual:

The data posted to Web or Application Server can contain the following attributes. Refer to the Reference Manual for a detailed description of each attribute.

Attribute Name Attribute Name Attribute Name
GSW_CALL_ATTEMPT_GUID GSW_HIST_SEQUENCE_NUM GSW_TENANT_NAME
GSW_PHONE GSW_CAMPAIGN_DBID GSW_PHONE_TYPE
GSW_CUSTOMER_ID GSW_START_PROCESSING GSW_CALL_TIME
GSW_SCHEDULED_TIME GSW_TZ_OFFSET GSW_TZ_NAME
GSW_CALL_RESULT GSW_CAMPAIGN_NAME GSW_CALLING_LIST
GSW_CAMPAIGN_GROUP_NAME GSW_GROUP_NAME GSW_QUEUE_NAME
GSW_DIAL_MODE GSW_OPTIMIZE_BY GSW_OPTIMIZE_GOAL
GSW_DIALING GSW_RINGING GSW_RELEASED
GSW_ANSWERED GSW_CPD_COMPLETED GSW_QUEUED
GSW_AGENT_RINGING GSW_AGENT_ANSWERED GSW_DIVERTED
GSW_ABANDONED GSW_AGENT_RELEASED GSW_ACW_COMPLETED
GSW_COMPLETE_PROCESSING GSW_POSTAL_CODE GSW_REGION_CODE
GSW_COUNTRY_CODE GSW_TZ_CODE GSW_D_AREA_CODE
GSW_D_REGION_CODE GSW_D_COUNTRY_CODE GSW_CAMPAIGN_GROUP_GUID

Responses

When OCS sends the HTTP POST request, Web or Application Server returns a response code:

  • 200 OK — success
  • 4xx or 5xx — failure


Re-submitting Failed Records

If OCS receives any response other than 200 OK from Web or Application Server after submitting the HTTP POST request, it treats the record as failed and re-submits the record.

OCS checks the value in the history-wait-recovery-timeout, which stores the time OCS should wait before re-submitting another HTTP POST request and will re-submit the HTTP POST request to Web or Application Server.

If OCS reaches the threshold specified in the history-wait-condition-threshold option, the wait condition is triggered, which means dialing is suspended until re-submission of all failed records is completed.

Important
With a wait condition in place, the campaign remains in a running state, but dialing is suspended.

If OCS reaches the threshold specified in the history-wait-condition-threshold option before receiving a 200 OK response, it stops dialing.

Race Conditions

If OCS sends a pre-dial validation request to Web or Application Server for a contact record that Web or Application Server is currently processing but has not yet saved (for example, it has not yet sent a response or the record is marked for re-processing), a race condition occurs.

As a prevention measure, OCS checks for a race condition before submitting a pre-dial validation request. If it detects a race condition, it will not dial the record. Instead, OCS refers to the call result specified in the validation-race-condition-call-result option and attempts to apply that treatment to the call result.

In this scenario, the following log entry appears:
Predial check aborted due to race condition for phone %s

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This page was last modified on October 23, 2018, at 15:48.