Call transferred problem.

[alonglie23]

I have a problem.Quite serious.The situation is like this....

An agent named A received a call.Then, A want to transfer the call to another agent,B .While the call is being

transferred, a direct call is coming to B, thus causing either the transferred call or the incoming call lost.

My major concern is to find out whether the problem caused by the hardware of the software.

Thanks guys. 

[mark]

Hi,

Call 1 > Agent A
Agent A transfer to Agent B (was this a direct transfer or via a queue?)
Call 2 > Agent B (was this 2nd call genesys routed?)
Call 1 drops.

The transfer from Agent A to B, was this a blind transfer?

Could you post up the T-Server log for both calls, might be worth grabbing the statserver log as well, as this will show us the agent state when the 2 calls were being routed to the 2nd agent

Mark

[victor]

Hi, Alonglie23,

most PBXs are designed so that when you try to transfer a call to a ringing party without checking it first, your call would be dropped.

I assume you are doing a blind transfer, because with two-step transfer you would have this problem since only a consult call would be dropped.

The question you need to address is:

- why the same party is being targetted by two calls at the same time?
- what can be done to prevent it

Transferring calls directly to people is dangerous. Especially when done in a large call center. Unless you have some sort of reservation system in place, this sort of racing condition will inevitably arise again and again and again.

There are several ways to fix it.

1. Ensure that blind transfers are not used.
2. If (1) somehow goes again the basic policies of your call center then make sure that agents do not direct other agents directly with blind transfers. Come up with an ACD or Routing-Point distribution solution where you will have a transfer-queue dedicated to escalated priority calls that would target the skill you need at higher priority than other calls.

for example: you have two skills: Skill_A and Skill_A_Veteran. both Skill_A and Skill_A_Veteran receive calls from Queue_A. Skill_A operator needs to escalate her call to veteran operator. Instead of specifying an operator, instead  operator transfers the call to Queue_A_Veteran where it is targeting Skill_A_Veteran people at higher priority than calls from Queue_A.

[alonglie23]

thanks guys for ur replies..

it is not a blind transfer. The call transferred from agent A to agent B is a direct transfer while the incoming call was

routed by the Genesys. The detail scenario would be like this; "all incoming calls are routed by Genesys. A customer

dial to the call centre. An agent A pick up the call. The customer issue a problem he's facing and agent A decided

that its best to transfer the call to the appropriate agent to handle the case, which is Agent B. While transferring

the call from Agent A to Agent B,a direct incoming call come in through the B's line. Because of that, either the

incoming call will crash or the transferred call crashed.Crash here means the line is disconnected.Only one call will

survived."

What I figured out is that there's no priority call or even agent status checking functions in the Genesys.

Well, it could be and supposed to identify that while there's a call being transferred to that particular agent B, any

other and incoming call into B should be put on hold or routed to other agent. As for the logs, the chances of the

getting the situation to be happened quite rare and only happened during busiest hour of operations. I'll try to

simulate the situation first and i'll keep update and inform u guys. 


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Just finished the call transfer simulation. Well, one interesting I did found is that when the call being transferred

from Agent A to B, the incoming call would getting enggaged and crashed. Well, the incoming call supposed to be

routed to somewhere on the waiting queue rather than enggaged and crashed. I did simulate the situation based on

2 conditions:

(1) Calling Agent A. Agent A transfer the call to Agent B. In the process of transferring, a call is made to Agent B.

(2) Calling Agent A. A call made to Agent B. Agent A transfer the call to Agent B.

Results :

(1) The call made to Agent B was dropped and crashed. The call transfer from A to B is a success.

(2) Call transfer between A and B failed. The incoming call to B was a success.


Any suggestion guys..? 

[mark]

could you post the log files for those 2 simulations?

also, which switch are you using?

Mark

[guest01]

(1) sounds like your PBX is set to ignore local calls when handling business-calls.
Ask you Avaya PBX people.