For Genesys calls get stuck on VTO ports

[Wim]

We are using Genesys 6.5 and Meridian switch with VTO (dialogic version 5.0.1.48) and we get repeated problems that the VTO ports status gets stuck on the last status. I.e. inbound or onhold and sometimes in "waiting for next call". I have heard this problem is more common with the Meridian switch, does anyone know how to prevent this?

[Tony Tillyer]

Are your VTO Ports set up as extensions or VTO Ports, or something else?

Within the backend ACD, there are options to have the Port automatically log itself back in but the settings in CME need to be right.

[Wim]

In the Genesys configuration the ports are configured as VTO ports. On the switch side they are analogue lines.

[Tony Tillyer]

Does your telephony solution contain an ACD function/software? if so, you might want to set up the extensions as Agents and set them so that they automatically log on.

You may also want to check that the ports are not set to go into ACW (Wrap Up) which could also cause issues.

[Wim]

Hi Tony, thanks for your help. The Switch has ACD functionality set up. For the VTO ports, these are analogue lines, these do not have to be logged in, right? I will check tomorrow with our PBX people.

[Chris]

We had a similar problem some time ago. It seems that when you are playing a treatment over the VTO port, VTO sometimes will keep repeating the traetment over and over, keeping the port open, even after the script timeout in the strategy. In our VTO scripts, we were told to set all of the voice components to MAx Repetitiions = 1. That way, VTO will only play the treatment once and then free up the port. I was skeptical, but we tried it and we haven't had any problems since then. This might not be the same issue you're having, but you might check it out.

[Tony Tillyer]

Another possible solution is to use the Genesys SupportPhone to clear down any calls stuck on the Port...