Outbound Contact Server
Also known as OCS. The core component of the Outbound Contact Solution that provides automated dialing and call progress detection, so that an agent is required only when a customer is connected. OCS also intelligently uses customer data to ensure that campaigns are contacting the right customers, not just a large number of customers.
Glossary
Contents
Mapping OCS Record Fields Worksheet
Use the three worksheets on this page to plan how to map OCS record fields to the following Info Mart database tables:
CONTACT_ATTEMPT_FACT Table
Genesys Info Mart stores nonmandatory record field data that is defined in OCS calling lists in the RECORD_FIELD_1 through RECORD_FIELD_60 columns of the CONTACT_ATTEMPT_FACT (CAF) table.
Use the following rows to list the nonmandatory fields that you need to map from OCS to the CAF table. The first row contains an example for RECORD_FIELD_1. In the OCS calling list, the name of the record field is Region. This field maps to a column that is named RECORD_FIELD_1 in the CAF table.
For fields that you identify as required to be secure, ensure that you set the icon_attribute option on the Field object to 2.
| Genesys Info Mart Column Name | Field Object Name | Tenant Name (if applicable) | Is Secure |
|---|---|---|---|
| Example: RECORD_FIELD_1 (numeric) |
Region | HQ | ✓ |
| RECORD_FIELD_1 (numeric) |
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| RECORD_FIELD_2 (numeric) |
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| RECORD_FIELD_3 (numeric) |
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| RECORD_FIELD_4 (numeric) |
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| RECORD_FIELD_5 (numeric) |
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| RECORD_FIELD_6 (numeric) |
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| RECORD_FIELD_7 (numeric) |
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| RECORD_FIELD_8 (numeric) |
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| RECORD_FIELD_9 (numeric) |
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| RECORD_FIELD_10 (numeric) |
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| RECORD_FIELD_11 (int) |
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| RECORD_FIELD_12 (int) |
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| RECORD_FIELD_13 (int) |
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| RECORD_FIELD_14 (int) |
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| RECORD_FIELD_15 (int) |
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| RECORD_FIELD_16 (int) |
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| RECORD_FIELD_17 (int) |
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| RECORD_FIELD_18 (int) |
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| RECORD_FIELD_19 (int) |
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| RECORD_FIELD_20 (int) |
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| RECORD_FIELD_21 (int) |
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| RECORD_FIELD_22 (int) |
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| RECORD_FIELD_23 (int) |
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| RECORD_FIELD_24 (int) |
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| RECORD_FIELD_25 (int) |
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| RECORD_FIELD_26 (int) |
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| RECORD_FIELD_27 (int) |
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| RECORD_FIELD_28 (int) |
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| RECORD_FIELD_29 (int) |
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| RECORD_FIELD_30 (int) |
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| RECORD_FIELD_31 (string) |
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| RECORD_FIELD_32 (string) |
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| RECORD_FIELD_33 (string) |
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| RECORD_FIELD_34 (string) |
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| RECORD_FIELD_35 (string) |
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| RECORD_FIELD_36 (string) |
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| RECORD_FIELD_37 (string) |
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| RECORD_FIELD_38 (string) |
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| RECORD_FIELD_39 (string) |
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| RECORD_FIELD_40 (string) |
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| RECORD_FIELD_41 (string) |
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| RECORD_FIELD_42 (string) |
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| RECORD_FIELD_43 (string) |
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| RECORD_FIELD_44 (string) |
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| RECORD_FIELD_45 (string) |
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| RECORD_FIELD_46 (string) |
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| RECORD_FIELD_47 (string) |
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| RECORD_FIELD_48 (string) |
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| RECORD_FIELD_49 (string) |
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| RECORD_FIELD_50 (string) |
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| RECORD_FIELD_51 (string) |
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| RECORD_FIELD_52 (string) |
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| RECORD_FIELD_53 (string) |
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| RECORD_FIELD_54 (string) |
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| RECORD_FIELD_55 (string) |
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| RECORD_FIELD_56 (string) |
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| RECORD_FIELD_57 (string) |
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| RECORD_FIELD_58 (string) |
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| RECORD_FIELD_59 (string) |
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| RECORD_FIELD_60 (string) |
RECORD_FIELD_GROUP_1 Table
Genesys Info Mart stores nonmandatory record field data that is defined in OCS calling lists in the RECORD_FIELD_1_STRING_1 through RECORD_FIELD_1_STRING_10 columns of the RECORD_FIELD_GROUP_1 table.
Use the following rows to list the nonmandatory fields that you need to map from OCS to the RECORD_FIELD_GROUP_1 table.
| Genesys Info Mart Column Name | Field Object Name |
|---|---|
| RECORD_FIELD_1_STRING_1 | |
| RECORD_FIELD_1_STRING_2 | |
| RECORD_FIELD_1_STRING_3 | |
| RECORD_FIELD_1_STRING_4 | |
| RECORD_FIELD_1_STRING_5 | |
| RECORD_FIELD_1_STRING_6 | |
| RECORD_FIELD_1_STRING_7 | |
| RECORD_FIELD_1_STRING_8 | |
| RECORD_FIELD_1_STRING_9 | |
| RECORD_FIELD_1_STRING_10 |
RECORD_FIELD_GROUP_2 Table
Genesys Info Mart stores nonmandatory record field data that is defined in OCS calling lists in the RECORD_FIELD_2_STRING_1 through RECORD_FIELD_2_STRING_10 columns of the RECORD_FIELD_GROUP_2 table.
Use the following rows to list the nonmandatory fields that you need to map from OCS to the RECORD_FIELD_GROUP_2 table.
| Genesys Info Mart Column Name | Field Object Name |
|---|---|
| RECORD_FIELD_2_STRING_1 | |
| RECORD_FIELD_2_STRING_2 | |
| RECORD_FIELD_2_STRING_3 | |
| RECORD_FIELD_2_STRING_4 | |
| RECORD_FIELD_2_STRING_5 | |
| RECORD_FIELD_2_STRING_6 | |
| RECORD_FIELD_2_STRING_7 | |
| RECORD_FIELD_2_STRING_8 | |
| RECORD_FIELD_2_STRING_9 | |
| RECORD_FIELD_2_STRING_10 |
Keep this information, so that you can refer to it during deployment and when you need to re-install or upgrade Genesys Info Mart.