Drop after 10 minutes

[Max Zweizig]

We are using a Lucent G3r, and are having a problem in all our sites where Genesys will lose the connection with the telephone sales representative. The call will not drop, however the agent will need to reset the application to log back into Genesys. If any one has experience or info about this, it would be greatly appreciated. This always seems to happen after whenever a call last more than ten minutes.

[Ed]

Do you have more detail, for one thing you don't log into Genesys but With softphone you log into switch via Genesys. Is the voice dropping? or just connection with tserver and switch?

[Ed]

Opps I see the call ( voice? did not drop ). Is this happening only on agents with long calls or do all agents have to reset ( or relogin ) when this happens? What version of Genesys are you using?

[Max Zweizig]

We are using version 5.1.6. Only the agent that loses the connection to Genesys has to reset and log back in, oher agents are OK. Thanks for the speedy replies!!!

[Vic]

What does it say in the log?

[Max Zweizig]

Difficult to get log activity due to the high call volume, and the floor managers being unable to give me specific individual call information. On that point, what good log reading / capturing tools are out there? I will try to get some better log information on this however.

[Vic]

Max,

ideally you should have some kind of identification for the call that went berserk. Plus, since you know the timeframe and Agent ID, it should be piece of cake retrieving that data from the log. Log Reader? I hope there was something there, but, so far.....

[Mike]

Is the problem discription correct (from agent to floor manager to you chinese whispers). If you are using IR to route the calls then the description may be that after 10 minutes of inactivity the agent does not get any more calls. If so then in IR set close_unused_statistic > true and close_statistic_time > 0. Default is 10 minutes.

[Max Zweizig]

I will look into this. Thanks Mike! This just might be it.