CCA and CMS do not match

[peter1423@bt]

Hi...

need assistance:  genesys 6.5 CCA, 7.1 T-Server, 6.5 statserver

summary of the problem at hand: CMS and CCA count does not match. What's more, statserver and cms [u]do [/u] match, meaning cca is making up some of the calls.

[color=Blue]callflow: routing point -> vq -> agent

count according to cca:
routing point count: 1000 (routing point report) vq count: 1002

count according to ss/cms
vdn(routing point): 1000 vq count (s/s only): 1000[/color]

cca is using the same s/s, so values should match, but they don't.
how is it possible for a call to be double-counted in queue but not for rp? also, how is it possible that qinfo table written by s/s shows 1000 calls, yet # of entered by cca shows 1002? 

is it a 6.5 etl bug or should we consider reviewing our strategy?
                       

[Fra]

peter1423@bt wrote:
[quote]CMS and CCA count does not match. What's more, statserver and cms do  match[/quote]
You mean you see CCPulse view match cms?
[quote]how is it possible for a call to be double-counted in queue but not for rp?[/quote]
well, in general a call may be double-counted if it's transferred somewhere, passes thru that VQ again and no DCID is applied.

Which stat are you using?

[tony]

Hi,

What are you "counting"?  Calls Delivered from the VQ? Calls Entered on the Route Point? Make certain your Statistic is exactley the same for all Objects and count again.

You might also want to check the following;

Routing Points can only really be counted as a pass-through point ("Calls Entered"), since they are not able to determine if a Delivery took place.  Count Calls Delivered on both objects.
From what you have copied down, it is also possible that the VQ is taking Deliveries from another source - check your routing strategies to see if you have any overflows or default routes in place, specifically for this VQ.

Hope this helps?

Tony