topic Re: TTL variables in inContact Developer Discussion

TTL variables

agaston — Thu, 22 Oct 2009 12:18:49 GMT

Has anyone found a work around for the TTL variable setting not working properly on variables that are stored using the PUTVALUE actions?

I am trying to implement a variable that is only stored for a certain amount of time (30 mins), that is also visible across multiple instances of scripts. The goal is to improve the Emergency contact system that alerts the admins when there are no agents logged into the inContact system. Currently the script calls an admin's cell phone, and sends an email to each admin, each time a call comes into the inContact system. As you can imagine if the system goes down in the middle of the day, or during any high call volume time frame, our cell phones and mailboxes get blown up.
The solution would be very simple and sleek, should the Time To Live actually wipe the value after the allotted time. I can post the script if that is needed.

Any help or suggestions would be appreciated!

Re: TTL variables

WesChipman — Thu, 22 Oct 2009 15:47:01 GMT

One of the reasons you may be having trouble is the TTL field time based on hours. I don't think that field will accept a decimal value to represent minutes to live. However in the example you gave wiping it after a small period of time isn't entirely necessary depending on the data you are storing in the PUTVALUE action. Generally in my Port Notification scripts I will add the time the last notification using the NOW variable as a numeric value. Then when the next contact comes in I create a new variable using NOW take the notification time from the list then calculate the difference. This could easily be retooled to be placed in an Emergency script that checks if no agents are logged in. I have attached an example of one of my scripts below. If you have questions about this example please let me know.

Re: TTL variables

agaston — Fri, 23 Oct 2009 12:53:08 GMT

I’m actually fine with using a full hour for the TTL setting, if that need be. Maybe this attached script will show you what I am trying to do.
Basically I want the ability to temporarily disable the Emergency system that calls and emails our admins.

Re: TTL variables

VaughnH — Mon, 26 Oct 2009 15:45:18 GMT

I have had issues with the TTL aspect of the lists as well. I almost think that each time the list is read the TTL is reset. I solved the problem exactly like Wes suggested by sticking the current time in the list instead of a boolean value. I am attaching a sample solution using bits of both of your posted scripts.

Depending on the call volume, you have to immediately get that value updated so that it can get ahold of someone without 5 more instances of the script also placing calls. I'm guessing that you want to loop through the list of phone numbers until someone actually acknowledges the situation. I think you would want to Spawn another script to place these calls because if you get an answing machine and then hang up, I'm not sure how you would move on to the next number.

I didn't do any debugging so I'm sorry if there are any stupid varable name mistakes. Hope it helps.

Re: TTL variables

agaston — Fri, 30 Oct 2009 13:21:02 GMT

I could be wrong, I am very new to this scripting environment, but the way that I see this script will work, does not allow the person who received the call to disable the system through the IVR menu action item. Each call coming through will instantiate it's own copy of the script, and the variable: 'Answered' will not be shared across multiple instantiated copies of the script.

The first call will come in, and go down the No Data leg of the GETVALUE, then the value for the {LastCheck} will be removed from the list and the {CurrentCheck} value will be added to the list. The script then continues down the line, emails and calls the admins, and pressing 5 in the IVR menu triggers the SIGNAL action. This returns to the parent script and assigns the 'Answered' variable the 'Yes' value and Ends the script.

The second call comes in and checks the difference in the (CurrentCheck - LastCheck) * 86400 statement, but then has nothing to do with checking the fact that the last call was answered or even acknowledged by pressing 5 in the IVR menu. It simply compares the times and sees how long it has been since the last call came through.

Again, I could be totally wrong but this is what I see is happening with this example.

Thank you very much for the assistance, and please let me know if I am wrong in this conclusion.

Re: TTL variables

VaughnH — Fri, 30 Oct 2009 13:46:46 GMT

Actually you are reading it correctly. The disconnect is probably coming from my aversion to having my blackberry called 25 times in a minute by a system script. I make sure that the emails and PlaceCalls only happen once every half hour by popping that last time value and putting in the new time value as soon as possible. If you wait until the PlaceCalls take place, there might be a dozen more instances of this script emailing and calling you before you have had a chance to disable it manually through the IVR.

In my sample, I put a 2 minute wait time between the PlaceCalls to give them time to acknowlede the situation before the next number is called. As soon as someone does press 5, the singal is sent and it ends the main script and no more calls will be made (at least for half an hour). You could call all the emergency numbers simultaneously by removing the wait. Since everyone is being notified by email, I thought that I would have a clear escalation process by calling the numbers in order until it is acknowledged.

Now in the case that none of the emergency contacts press 5, I routed to your Emergency script. I'm not sure exactly what that does, but I liked that idea. If you wanted to re-enable the functionality of this script before the half hour is up, then by this Emergency script simply remove the {CurrentCheck} back out of the list and Put the {LastCheck} back in. Then the next time the script kicks in, it will start the emails and PlaceCalls all over again.

Clear as Mud right?

Re: TTL variables

agaston — Mon, 09 Nov 2009 18:08:34 GMT

So I have been informed by the P.S. Dept. that the TTL functionality is working correctly, and that there is a problem in my scripting.

I am posting a very simple example script that should show that the TTL function is either is or is not working correctly.

This script has 4 actions: Begin, Getvalue, Putvalue, Hangup.

The Getvalue pulls the data stored in the testVAL1

The Putvalue places the value 'test' in the testVAL1 variable. This is assigned with the Business Unit wide scope and is set with a TTL of 1 hour. The Method is set as Insert and the Persistent is set to True.

If you point a PoC to this script and call the number, the first time the script will follow the NoData leg of the Getvalue, and will assign the value of the variable in the Putvalue Action. If you run a debug on this, you can see the values assigned in each variable, and you will see that there is no data in the testVAL1 variable.

If you debug and call the script again you will see that the variable contains the value 'test'.

If you wait an hour, 2 hours, or even longer, then debug and call the number again, the value still remains.

The only time I have seen this value cleared out is over-night.

I'm guessing that there is a batch job that clears the values out from time to time, perhaps at midnight (I'm guessing Mountain time)?

Can anyone else either see where I am scripting something incorrectly, or verify that the TTL function is not clearing the variable from the list?

Thanks!

Re: TTL variables

TimHarris — Mon, 09 Nov 2009 18:21:00 GMT

Agaston,

I am running this test right now. I will check again in a bit over an hour and see if I have the same result. I will report my findings at that time. I did modify your script slightly to only add the value in the event of the "No Data" and to simply go to an assign if the data is there. This will make it clearer if the data is failing but shouldn't change what you have described.

Thank you,

Tim

Re: TTL variables

TimHarris — Mon, 09 Nov 2009 21:08:00 GMT

Agaston,

I see the same result you are. I will continue to run this throughout the day but I will start working with our R&D team to determine what is happening. At the very least you are correct that it is not terminating it at the hour time frame designated. I will update as I have new information.

Thank you,

Tim

Re: TTL variables

agaston — Mon, 09 Nov 2009 21:15:49 GMT

Thank you very much Tim!

Re: TTL variables

TimHarris — Mon, 09 Nov 2009 21:35:04 GMT

We have created a ticket with our R&D team and that will take some time. I will watch it the rest of the day and check to see if it is cleared by tomorrow. Thanks for pointing this out. In the mean time if you need any assistance in a work around please let me know.

Thank you,

Tim

Re: TTL variables

TimHarris — Tue, 10 Nov 2009 18:36:34 GMT

I confirmed that it cleared over night as well. I have a ticket open with R&D and have asked for the resources to get it looked at.

Thank you,

Tim

Re: TTL variables

agaston — Wed, 18 Nov 2009 13:16:35 GMT

I have my Account Manager following the bug ticket number, and P.S. was able to come up with a work around to add to the script to be able to accomplish the goal.

Thanks again for everyone's help and speedy responses, it was very useful to have more eyes looking at the problem, to ensure that I wasn't crazy :smileywink: