Genesys OCM: Error 80FF0008 Data Type Converting

Product: Genesys
Component: Outbound Contact Manager (OCM)

When clicking on calling list in OCM, following error encountered

This post contain a potential OCM error related to data conversion error

Possibility:

1. Calling list has Dialing Filter which contain data conversion. Review and remove the conversion formula. E.g. cast, convert, todate, tonumber, field_name/100. Temporary disable Dialing Filter to confirm
2. Calling list has Viewing Filter which perform data conversion. Temporary disable Viewing Filter to confirm. Review and remove the conversion formula

1. Data type for the campaign is different than the type defined in database
2. Format of a specific column is wrong (OCM - Format - check column)

1. The custom data import program (not through OCM) has bug which load the data wrongly
2. The data is wrongly formatted, which caused custom data import program to load improper value

Complication:
1. This error in OCM does not generate any log in backend OCS server. So it is impossible to tell which column that is causing the error
2. This error does not tell any error if it is dialing filter, or viewing filter

Genesys Outbound OCM: Control Campaign Viewing Privilege/Permission

Product: Genesys CTI Suite 5.x - 8.x
Module: Outbound Contact Manager (OCM)

In order to limit different agents to see their own campaigns, campaign groups and calling lists, following are require (use CME)

1. Create an Access Group, says HR_AccGrp. Grant this Access Group to the selected agent
2. Create a sub-folder under Table Access to keep the selective table access objects together for ease of management, and privilege management
3. Create a sub-folder for Calling List like above
4. Create a sub-folder for Campaigns like above
5. Change privilege of root folder Table Access, Calling List, Campaigns, Agent Groups (if any) to have read + execute access by HR_AccGrp. Do not propagate the change to sub-folder else they will have full visibility, which is not desire
6. Change privilege of each of the sub-folder created for Table Access, Calling List, Campaigns, Agent Groups (if any) to have read+execute privilege access by HR_AccGrp
7. Launch OCM with the agent login to verify the account can only see the campaigns, calling lists, and agent groups defined in the sub-folder

If any privilege is missing, following error will appear in OCM after it prompts for OCS server

Error reading configuration

Other related objects that may need to verify, if someone purposely revoke the privileges are


Treatment
Filter
Time Zones
Fields
Format

Remember that both root folder, sub-folders and the objects itself contains the privilege. Think about the privilege in both CME and OCM as outbound manager may need access to CME to administrate their own campaigns as well, like user management among several campaigns

GAD not showing active outbound campaign

Product: Genesys CTI Suite
Module: Outbound
Application: OCM, GAD

When there is a HA active hot standby OCS server, following scenario may occur

1. OCS fail-over to hot standby node
2. Although there are active campaigns loaded, and active, agent login to GAD browser will not able to see any active campaign

Root cause:
When OCS server fail-over, the secondary OCS server was unable to connect to Genesys Stat server. Therefore, it causes GAD not showing any active campaign

Resolution:
Ensure OCS server can connect to Genesys Stat server. Bounce Stat server first, follow by OCS server if needed, such as process used up too much memory. This could be the fastest time to resolution as compare to spend time to determine and terminate the process which cause the trouble.

In PROD environment, utilities are often not install to determine the root cause, or perform these effective analysis, and resolution. If this applies to your setup, bouncing is the first option, while install the utilities will be pro-active measure