Activatetime Question

[DRD]

Hi, it's me again. I know I am using an older version of VoiceGuide but the decision to upgrade is not up to me. I'm hoping you can answer a general question for me though.

 

I am currently having some issues with my system where we are seeing calls go out ahead of the expected ActivateTime. Because the callque and porttouse records are cleared after a call is completed, we have set up logging so we can see what the ActivateTime in each table was for calls that have gone out ahead of schedule. We are seeing some cases where the ActivateTime in either callque or porttouse (or sometimes both tables) is 9999-12-31 23:59:59. (This is an issue on our end we are investigating.)

 

Is this the potential cause of calls going out ahead of time? How does VoiceGuide treat a maximum ActivateTime in one or both tables? What effect would the ActivateTime in each table being different have?

 

If you can answer any of this it would really help narrow down exactly what the cause of our problem is.

[SupportTeam]

On older versions of VoiceGuide the "9999-12-31 23:59:59" time was set on calls that exhausted its number of retries without being answered (just before the running of the "OnNotAnswered" and "OnRetriesExhausted" scripts)

The database entries of these "Not Contacted" calls were automatically left in database, with just the activation date changed to "9999-12-31 23:59:59".

The "9999-12-31 23:59:59" date/time setting ensured that that entry would no longer be contacted.

This approach allowed for easy re-scheduling of call by just updating the activation time field.

 

So the above is something separate from the "calls go out ahead of the expected ActivateTime" problem that you mention.

 

The newer versions of VoiceGuide have more information in their traces to let you better see what has happened on each specific call.

Those should assist in letting you quickly establish the causes of why you are seeing such operation.

 

And additional call-auditing tracking can be added to current versions of VoiceGuide to expose the timestamps of all the various calls made for each particular loaded contact etc.

 

Sounds like these are the tools that you need to re-confirm what activation time was loaded by your external system into the VoiceGuide database and then quickly see when the calls for each specific contact were made.

[DRD]

I think I may have narrowed down a potential cause of the issue I'm seeing. But I do have a question about the time Voiceguide sends the call out. If information (for whatever reason) in callque and porttouse do not match, which table determines the time the call will be made?

[SupportTeam]

If the porttouse table is enabled then it is the porttouse table's activate time that is used.

 

The time in both tables should match.