CampaignManager - record handling explanations

borkowskikk · ‎06-28-2022

Can someone explain me a little bit two steps of record handling by CampaignManager?

1. Record is tried and returned to DL as B (Callback) due to AMD detected:

14:06:16:982 la-CampaignManager Trace: (CM_DLR) Received CloseCustomerRecord from Dialer CCPRDS01VMPCCEC, DialingListID=1420, CampaignID=5185, QueryRuleID=5556, CallResult=12.
14:06:16:982 la-CampaignManager Trace: Executing SQL Command [UPDATE DL_5185_5556 SET CallsMadeToZone1=3, CallsMadeToZone2=0, LastNumberDialedZone1=1,LastNumberDialedZone2=0,LastZoneDialed=0, CallStatusZone1='B', CallStatusZone2='B',CallbackDateTimeZone1='20220627 16:06:16',CallbackDateTimeZone2='20220627 16:06:16',CallbackDateTime01='20220627 16:06:16',CallbackDateTime02=NULL,CallbackDateTime03=NULL,CallbackDateTime04=NULL,CallbackDateTime05=NULL,CallbackDateTime06=NULL,CallbackDateTime07=NULL,CallbackDateTime08=NULL,CallbackDateTime09=NULL,CallbackDateTime10=NULL,CallResult=12,CallResult01=12,CallResult02=0,CallResult03=0,CallResult04=0,CallResult05=0,CallResult06=0,CallResult07=0,CallResult08=0,CallResult09=0,CallResult10=0 WHERE DialingListID=1420].

2. Due to no agents this record is not handled the same day anymore. At 00:30 next day CampaignManager update this record as P (Pending). Why this happens? Can I somehow control that?

00:30:02:840 la-CampaignManager Trace: CmMonitor: Reset Time Reached, resetting real time data.
00:30:20:825 la-CampaignManager Trace: Executing SQL Command [UPDATE DL_5185_5556 SET CallStatusZone1 = 'P', CallStatusZone2 = 'P' WHERE CallStatusZone1 = 'B' AND CallbackDateTimeZone1 < '20220628 00:15:02'].

3. In the morning the record is loaded and at first cycle following error occurs. Again the question is why record is "rejected"?

10:17:40:212 la-CampaignManager Trace: SELECT DialingListID, Phone01, Phone02, Phone03, Phone04, Phone05, Phone06, Phone07, Phone08, Phone09, Phone10, PhoneExt01, PhoneExt02, PhoneExt03, PhoneExt04, PhoneExt05, PhoneExt06, PhoneExt07, PhoneExt08, PhoneExt09, PhoneExt10, GMTPhone01, GMTPhone02, GMTPhone03, GMTPhone04, GMTPhone05, GMTPhone06, GMTPhone07, GMTPhone08, GMTPhone09, GMTPhone10, DSTPhone01, DSTPhone02, DSTPhone03, DSTPhone04, DSTPhone05, DSTPhone06, DSTPhone07, DSTPhone08, DSTPhone09, DSTPhone10, CallbackNumber, CallResult, CallResult01, CallResult02, CallResult03, CallResult04, CallResult05, CallResult06, CallResult07, CallResult08, CallResult09, CallResult10, LastNumberDialedZone1, LastNumberDialedZone2, LastZoneDialed, CallsMadeToZone1, CallsMadeToZone2, CallbackDateTimeZone1, CallbackDateTimeZone2, CallbackDateTime01, CallbackDateTime02, CallbackDateTime03, CallbackDateTime04, CallbackDateTime05, CallbackDateTime06, CallbackDateTime07, CallbackDateTime08, CallbackDateTime09, CallbackDateTime10, CallStatusZone1, CallStatusZone2, AccountNumber, LastName, FirstName, ImportRuleDate FROM DL_5185_5556 .
10:17:40:212 la-CampaignManager Trace: WHERE CallStatusZone1 = 'P' AND ( (GMTPhone01 >= 1423 OR GMTPhone01 < 698) OR ((GMTPhone01 >= 0 OR GMTPhone01 < 12) AND (GMTPhone01 < 24))) AND CallStatusZone2 <> 'A' AND DSTPhone01='Y' order by DialingListID- maxRows:60.
10:17:40:218 la-CampaignManager Trace: Retrieved [Pending-Zone1-DST] records.
10:17:40:218 la-CampaignManager Trace: (CM_CALL) Customer Day Start Time in GMT [Tue Jun 28 02:00:00 2022].
10:17:40:218 la-CampaignManager Trace: (CM_CALL) Campaign [BRAKSRO4_ZOBE_186_C] Dialing Range in Local Customer Time [Tue Jun 28 09:00:00 2022]-[Tue Jun 28 20:55:00 2022].
10:17:40:218 la-CampaignManager Trace: select phone - No valid phone found for the record.
10:17:40:218 la-CampaignManager Trace: DialingListID=1420 Phone01=066XXXX963,Phone02=,Phone03=,Phone04=,Phone05=,Phone06=,Phone07=,Phone08=,Phone09=,Phone10=.
10:17:40:218 la-CampaignManager Trace: DialingListID=1420 CallResult=0,CallResult01=12,CallResult02=0,CallResult03=0,CallResult04=0,CallResult05=0,CallResult06=0,CallResult07=0,CallResult08=0,CallResult09=0,CallResult10=0.
10:17:40:218 la-CampaignManager Trace: DialingListID=1420 CallbackDateTimeZone1=NULL,CallbackDateTimeZone2=NULL,CallbackDateTime01='20220627 16:06:16',CallbackDateTime02=NULL,CallbackDateTime03=NULL,CallbackDateTime04=NULL,CallbackDateTime05=NULL,CallbackDateTime06=NULL,CallbackDateTime07=NULL,CallbackDateTime08=NULL,CallbackDateTime09=NULL,CallbackDateTime10=NULL.
10:17:40:218 la-CampaignManager Trace: DialingListID=1420 CallsMadeToZone1=3,CallsMadeToZone2=0,LastNumberDialedZone1=1,LastNumberDialedZone2=0,LastZoneDialed=0, CallStatusZone1=P,CallStatusZone2=P,CallbackNumber=066XXXX963.

4. After that the record is updated as Retry (R) and processed corretly.

10:17:40:221 la-CampaignManager Trace: Executing SQL Command [UPDATE DL_5185_5556 SET CallsMadeToZone1=3, CallsMadeToZone2=0, LastNumberDialedZone1=1,LastNumberDialedZone2=0,LastZoneDialed=0, CallStatusZone1='R', CallStatusZone2='P',CallbackDateTimeZone1='20220627 16:06:16',CallbackDateTimeZone2=NULL,CallbackDateTime01='20220627 16:06:16',CallbackDateTime02=NULL,CallbackDateTime03=NULL,CallbackDateTime04=NULL,CallbackDateTime05=NULL,CallbackDateTime06=NULL,CallbackDateTime07=NULL,CallbackDateTime08=NULL,CallbackDateTime09=NULL,CallbackDateTime10=NULL,CallResult=0,CallResult01=12,CallResult02=0,CallResult03=0,CallResult04=0,CallResult05=0,CallResult06=0,CallResult07=0,CallResult08=0,CallResult09=0,CallResult10=0 WHERE DialingListID=1420].

ritdesai · ‎06-29-2022

Hi @borkowskikk you can refer to URL: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_11_5_1/User/Guide/ucce_b_outbound-option-guide-for-ucce/ucce_b_outbound-option-guide-for-ucce_appendix_01001.html and refer to section name "CallStatusZone Values"
What do you see in dialer logs?

thanks and regards,
Ritesh Desai
Please mark useful if it helps you. Mark answered if it is answered.

borkowskikk · ‎06-29-2022

In the CampaignManager logs there is no entry like "Trace: Sent <1> records to dialer", so dialer logs doesn't contain anything relevant according this particular error about invalid phone.

borkowskikk · ‎07-01-2022

Some explanations I've found in the Outbound Option Guide:

The CallbackTime limit might be exceeded if no agents are available. If the elapsed time exceeds the CallbackTimeLimit, and RescheduleCallback (1 by default and configurable in the registry) is enabled, the record returns to the Pending state at TimeToResetDailyStats (00:30 by default and configurable in the registry)

So expired Callback return to DL as Pending and this is designed behaviour. Unfortunately I still don't understand why the record is "rejected" on first pass with invalid phone message. Can someone explain this?