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tgarrett12

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CSSRs suddenly get multiple calls and hear them at the same time
« on: February 20, 2008, 08:29:11 PM »
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CSSR gets a call then gets another call on top of the exisiting then it drops them both or will get multiple calls and gets the screen pop but drops all of them (this can happen on single calls too) suggestions on what I can check?
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Offline thicke

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Re: CSSRs suddenly get multiple calls and hear them at the same time
« Reply #1 on: February 20, 2008, 08:52:49 PM »
Are you using SIP, if not what is your telephony switch platform?
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tgarrett12

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Re: CSSRs suddenly get multiple calls and hear them at the same time
« Reply #2 on: February 20, 2008, 09:04:28 PM »
symposium on nortel 1000
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Offline thicke

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Re: CSSRs suddenly get multiple calls and hear them at the same time
« Reply #3 on: February 20, 2008, 10:05:57 PM »
Are you showing two calls going to these agents in CCPuse?
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Offline victor

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Re: CSSRs suddenly get multiple calls and hear them at the same time
« Reply #4 on: February 21, 2008, 03:43:26 AM »
Curious:

do you have URS that routes the call to extension and default calls drop to ACD Positions? I did not know you could automatically merge those calls, but after pointing to PBX as your main suspect, I would look into whether or not your softphone answers calls and SOMEHOW merges them arrive at the same time.
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tgarrett12

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Re: CSSRs suddenly get multiple calls and hear them at the same time
« Reply #5 on: February 21, 2008, 08:00:10 PM »
We use the outbound suite to get calls to our agents. We are not using URS at all.
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Offline cavagnaro

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Re: CSSRs suddenly get multiple calls and hear them at the same time
« Reply #6 on: February 21, 2008, 08:40:50 PM »
If URS is not handling the calls distribution and no stats or genesys components influencing the process, it's a PBX issue.
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tgarrett12

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Re: CSSRs suddenly get multiple calls and hear them at the same time
« Reply #7 on: February 21, 2008, 09:15:44 PM »
where would I verify that Genesys is not effecting the issue. When we were running impressario from BCE Elix for the desktop application - I did not have this problem. We just installed recently the Genesys Agent Desktop and now it is happening. Where do you suggest I look? BTW- thanks for the help.
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Offline blacklord

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Re: CSSRs suddenly get multiple calls and hear them at the same time
« Reply #8 on: February 21, 2008, 09:27:16 PM »
[quote author=tgarrett12 link=topic=2804.msg11253#msg11253 date=1203539351]
CSSR gets a call then gets another call on top of the exisiting then it drops them both or will get multiple calls and gets the screen pop but drops all of them (this can happen on single calls too) suggestions on what I can check?
[/quote]

We had this problem with one of our Nortel 61C's , our support vendor had changed settings on the PBX without notifying us & this caused the issue - agents received both a CTI delivered call & an occassional default call at the same time. Once we monstered the vendor the owned up to the un-approved change & backed it out. No further double calls since.

cheers,

Lance
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Offline cavagnaro

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Re: CSSRs suddenly get multiple calls and hear them at the same time
« Reply #9 on: February 21, 2008, 09:52:25 PM »
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    • [quote author=tgarrett12 link=topic=2804.msg11281#msg11281 date=1203628544]
    where would I verify that Genesys is not effecting the issue. When we were running impressario from BCE Elix for the desktop application - I did not have this problem. We just installed recently the Genesys Agent Desktop and now it is happening. Where do you suggest I look? BTW- thanks for the help.
    [/quote]

    You can begin checking TServer logs (debug mode) so you see exactly what is going on with those extensions/agents.

    If you can't read them, post them here (a long trace) and indicate the extension and the callers number which were involved on the problem.
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    tgarrett12

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    Re: CSSRs suddenly get multiple calls and hear them at the same time
    « Reply #10 on: February 21, 2008, 10:17:37 PM »
    here is part of the log for a specific agent at the time of the event: the ext. is 3857
    AttributeTransferConnID 007c018b4fb8e600
    AttributeCallUUID 'FBE18213-0CA5-4185-842A-5EC831730ACC'
    AttributeConnID 007c018b4fb8e604
    AttributeCallID 14661
    AttributeCallType 4
    17:25:45.143 Int 04544 Interaction message "EventDiverted" generated
    17:25:45.143 Trc 04542 EventDiverted sent to 388 (000b Reporting Stat_Server)
    17:25:45.143 Trc 04542 EventDiverted sent to 424 (0008 Stat_Server)
    17:25:45.143 Trc 04542 EventDiverted sent to 376 (0004 Outbound Stat_Server)
    17:25:45.143 Trc 04542 EventDiverted sent to 412 (0007 Outbound_Server)
    @17:25:45.1430 [gctm] Party [007c018b4fb8e604:5152,s0,at2,r2,l1] deleting.
    @17:25:45.1430 [gctm] Party [007c018b4fb8e604:3857,s0,at1,r2,l1] created.
    @17:25:45.1430 [gctm] Party [007c018b4fb8e604:4226,s1000c,at1,r1,l1] processDialing
    @17:25:45.1430 [gctm] Address [4226,t1,s1] processOffHook
    @17:25:45.1430 [gctm] Party [007c018b4fb8e604:4226,s1000c,at1,r1,l1] EvDialing ignored, in Dialing state
    @17:25:45.1430 [gctm] Call [007c018b4fb8e604/3945,s1,t2] Using match w/ last migrated party.
    @17:25:45.1430 [gctm] Party [007c018b4fb8e604:3857,s0,at1,r2,l1] processRinging
    @17:25:45.1430 [mlink] AgentLogin [3857,id5089,s2] (processReady)
    @17:25:45.1430 [gctm] AgentLogin [3857,id5089,s2] processReady
    @17:25:45.1430 [gctm] AgentLogin [3857,id5089,s2] EvReady ignored, already in ready state.
    @17:25:45.1430 [gctm] Party [007c018b4fb8e604:3857,s0,at1,r2,l1] Changing state to a
    @17:25:45.1430 [0] 7.2.004.00 distribute_event: message EventRinging
    AttributeEventSequenceNumber 0000000000018205
    AttributeTimeinuSecs 143000
    AttributeTimeinSecs 1203553545 (17:25:45)
    AttributeThisQueue '5152'
    AttributeCallState 0
    AttributeOtherDNRole 1
    AttributeOtherDN '4226'
    AttributeOtherTrunk 13401
    AttributeThisTrunk 43266
    AttributeThisDNRole 2
    AttributeThisDN '3857'

    she got 4 calls at the same time dropped all of them.
    « Last Edit: February 21, 2008, 10:24:09 PM by tgarrett12 »
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    tgarrett12

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    Re: CSSRs suddenly get multiple calls and hear them at the same time
    « Reply #11 on: February 21, 2008, 10:22:18 PM »
    here is more

    AttributeTransferConnID 007c018b4fb8e600
    AttributeCallUUID 'FBE18213-0CA5-4185-842A-5EC831730ACC'
    AttributeConnID 007c018b4fb8e604
    AttributeCallID 14661
    AttributeCallType 4
    AttributeAgentID '5089'
    17:25:45.143 Int 04544 Interaction message "EventRinging" generated
    17:25:45.143 Trc 04542 EventRinging sent to 436 (0009 GAD)
    17:25:45.143 Trc 04542 EventRinging sent to 388 (000b Reporting Stat_Server)
    17:25:45.143 Trc 04542 EventRinging sent to 424 (0008 Stat_Server)
    17:25:45.143 Trc 04542 EventRinging sent to 376 (0004 Outbound Stat_Server)
    17:25:45.143 Trc 04542 EventRinging sent to 412 (0007 Outbound_Server)
    17:25:45.143 Trc 04541 RequestDistributeUserEvent received from 436 (0009 GAD)
    message RequestDistributeUserEvent
    AttributeCommunicationDN '3857'
    AttributeReferenceID 8502
    AttributeUserData [128] 00 04 01 00..
    'GSW_APPLICATION_ID' 111
    'GSW_CAMPAIGN_NAME' 'HSD GAD2'
    'GSW_RECORD_HANDLE' 8346
    'GSW_AGENT_REQ_TYPE' 'ChainedRecordRequest'
    17:25:45.143 Int 04543 Interaction message "RequestDistributeUserEvent" received from 436 ("GAD")
    -- Absent ThisDN, 3857 was used
    @17:25:45.1430 [0] 7.2.004.00 send_to_client: message EventACK
    AttributeEventSequenceNumber 0000000000018206
    AttributeTimeinuSecs 143000
    AttributeTimeinSecs 1203553545 (17:25:45)
    AttributeReferenceID 8502
    AttributeThisDN '3857'
    AttributeUserEvent RequestDistributeUserEvent
    17:25:45.143 Trc 04542 EventACK sent to 436 (0009 GAD)
    @17:25:45.1430 [0] 7.2.004.00 distribute_user_event: message EventUserEvent
    AttributeEventSequenceNumber 0000000000018207
    AttributeTimeinuSecs 143000
    AttributeTimeinSecs 1203553545 (17:25:45)
    AttributeUserData [128] 00 04 01 00..
    'GSW_APPLICATION_ID' 111
    'GSW_CAMPAIGN_NAME' 'HSD GAD2'
    'GSW_RECORD_HANDLE' 8346
    'GSW_AGENT_REQ_TYPE' 'ChainedRecordRequest'
    AttributeReferenceID 8502
    AttributeThisDN '3857'
    17:25:45.143 Trc 04542 EventUserEvent sent to 388 (000b Reporting Stat_Server)
    17:25:45.143 Trc 04542 EventUserEvent sent to 424 (0008 Stat_Server)
    17:25:45.143 Trc 04542 EventUserEvent sent to 376 (0004 Outbound Stat_Server)
    17:25:45.143 Trc 04542 EventUserEvent sent to 412 (0007 Outbound_Server)
    17:25:45.143 Trc 04541 RequestDistributeUserEvent received from 412 (0007 Outbound_Server)
    message RequestDistributeUserEvent
    AttributeCommunicationDN '3857'
    AttributeUserData [175] 00 06 01 00..
    'GSW_RECORD_HANDLE' 8346
    'GSW_CHAIN_ID' 3572
    'GSW_CAMPAIGN_NAME' 'HSD GAD2'
    'GSW_CALLING_LIST' 'HSD GAD2'
    'GSW_USER_EVENT' 'ChainedRecordsDataEnd'
    'GSW_APPLICATION_ID' 111
    17:25:45.143 Int 04543 Interaction message "RequestDistributeUserEvent" received from 412 ("Outbound_Server")
    -- Absent ThisDN, 3857 was used
    @17:25:45.1430 [0] 7.2.004.00 send_to_client: message EventACK
    AttributeEventSequenceNumber 0000000000018208
    AttributeTimeinuSecs 143000
    AttributeTimeinSecs 1203553545 (17:25:45)
    AttributeThisDN '3857'
    AttributeUserEvent RequestDistributeUserEvent
    17:25:45.143 Trc 04542 EventACK sent to 412 (0007 Outbound_Server)
    @17:25:45.1430 [0] 7.2.004.00 distribute_user_event: message EventUserEvent
    AttributeEventSequenceNumber 0000000000018209
    AttributeTimeinuSecs 143000
    AttributeTimeinSecs 1203553545 (17:25:45)
    AttributeUserData [175] 00 06 01 00..
    'GSW_RECORD_HANDLE' 8346
    'GSW_CHAIN_ID' 3572
    'GSW_CAMPAIGN_NAME' 'HSD GAD2'
    'GSW_CALLING_LIST' 'HSD GAD2'
    'GSW_USER_EVENT' 'ChainedRecordsDataEnd'
    'GSW_APPLICATION_ID' 111
    AttributeThisDN '3857'
    17:25:45.143 Trc 04542 EventUserEvent sent to 436 (0009 GAD)
    17:25:45.143 Trc 04542 EventUserEvent sent to 388 (000b Reporting Stat_Server)
    17:25:45.143 Trc 04542 EventUserEvent sent to 424 (0008 Stat_Server)
    17:25:45.143 Trc 04542 EventUserEvent sent to 376 (0004 Outbound Stat_Server)
    17:25:45.143 Trc 04541 RequestAnswerCall received from 436 (0009 GAD)
    message RequestAnswerCall
    AttributeConnID 007c018b4fb8e604
    AttributeExtensions [2] 00 00..
    AttributeReferenceID 8503
    AttributeReason [2] 00 00..
    AttributeThisDN '3857'
    17:25:45.143 Int 04543 Interaction message "RequestAnswerCall" received from 436 ("GAD")
    @17:25:45.1430 [tsgctm] Distributing request RequestAnswerCall
    @17:25:45.1430 [mlink] Address [3857,t1,s0] (reqAnswerCall)
    Answer
    Reference ID:40d6
    Origination Address:Unknown, 3857
    @17:25:45.1430 [>>] FF 0A 00 12 06 40 D6 08 09 00 30 08 00 00 33 38 35 37
    @17:25:45.1430 [<<] FF 0A 00 2F 06 C0 D5 08 08 00 30 08 00 08 34 32 32 36 31 08 00 10 35 31 35 32 35 03 03 2E 04 00 01 3F 04 34 59 40 04 A9 02 96 06 00 00 39 45
    Progress
    Reference ID:40d5
    Origination Address:Internal, 4226
    Destination Address:ACD DN, 5152
    Event:answered
    Connection Status:Called Party Answered
    Origination TN:3459
    Destination TN:a902
    Call ID:3945
    @17:25:45.1430 [mlink] (processProgress)
    @17:25:45.1430 [mlink] (processProgAnswered)
    @17:25:45.1430 [mlink] (processProgAnswered) - ignored: ACDQ w/o position.
    @17:25:45.2680 [<<] FF 0A 00 3E 06 00 00 08 0F 00 37 04 A9 02 36 0D 00 0C 35 31 35 32 46 33 38 35 37 38 03 02 4D 04 33 A0 4C 0B 00 09 31 39 30 35 46 31 36 53 06 00 00 4A E5 96 06 00 00 39 45 5F 05 11 19 2F
    Status Change
    This Device TN:a902
    This Device DN:ACD DN/ACD Position, 5152F3857
    This Device Status:Off-Hook
    Transfer Party TN:33a0
    Transfer Party DN:Trunk Access Code/Member, 1905F16
    Transfer Call ID:4ae5
    Call ID:3945
    Enhanced Time Stamp:17:25:47
    @17:25:45.2680 [mlink] (processStatusChange)
    @17:25:45.2680 [mlink] (processScOffhook)
    @17:25:45.2680 [gctm] distributing EventOffHook to model
    @17:25:45.2680 [gctm] Call [007c018b4fb8e604/3945,s1,t2] distributing EventOffHook
    @17:25:45.2680 [gctm] Call [007c018b4fb8e604/3945,s1,t2] processOffHook
    @17:25:45.2680 [gctm] Translate Off-Hook to Established
    @17:25:45.2680 [gctm] Call [007c018b4fb8e604/3945,s1,t2] processEstablished
    @17:25:45.2680 [gctm] Event EventEstablished delayed.
    @17:25:45.2680 [gctm] Call [007c018b4fb8e604/3945,s1,t2] Changing state to 5
    @17:25:45.2680 [<<] FF 0A 00 46 06 00 00 08 0F 00 37 04 A9 02 36 0D 00 0C 35 31 35 32 46 33 38 35 37 38 03 04 3A 04 34 59 39 04 00 12 4D 04 33 A0 4C 0B 00 09 31 39 30 35 46 31 36 53 06 00 00 4A E5 96 06 00 00 39 45 5F 05 11 19 2F
    Status Change
    This Device TN:a902
    This Device DN:ACD DN/ACD Position, 5152F3857
    This Device Status:Active
    Other Device TN:3459
    Other Device DN:Transfer,
    Transfer Party TN:33a0
    Transfer Party DN:Trunk Access Code/Member, 1905F16
    Transfer Call ID:4ae5
    Call ID:3945
    Enhanced Time Stamp:17:25:47
    @17:25:45.2680 [mlink] (processStatusChange)
    @17:25:45.2680 [mlink] (processScActive)
    @17:25:45.2680 [gctm] distributing EventEstablished to model
    @17:25:45.2680 [gctm] Call [007c018b4fb8e604/3945,s5,t6] distributing EventEstablished
    @17:25:45.2680 [gctm] Call [007c018b4fb8e604/3945,s5,t6] processEstablished
    @17:25:45.2680 [gctm] Event EventEstablished delayed.
    @17:25:45.2680 [<<] FF 0A 00 31 06 40 D5 08 0D 00 30 08 00 1E 33 38 35 37 96 06 00 00 39 45 3F 04 A9 02 4C 0B 00 09 31 39 30 35 46 31 36 4D 04 33 A0 53 06 00 00 4A E5
    Answer Indication
    Reference ID:40d5
    Origination Address:ACD Pos ID, 3857
    Call ID:3945
    Origination TN:a902
    Transfer Party DN:Trunk Access Code/Member, 1905F16
    Transfer Party TN:33a0
    Transfer Call ID:4ae5
    @17:25:45.2680 [mlink] (processAnswerIndication)
    @17:25:45.2680 [gctm] distributing EventEstablished to model
    @17:25:45.2680 [gctm] Call [007c018b4fb8e604/3945,s5,t6] distributing EventEstablished
    @17:25:45.2680 [gctm] Call [007c018b4fb8e604/3945,s5,t6] processEstablished
    @17:25:45.2680 [gctm] Event EventEstablished delayed.
    @17:25:45.2680 [<<] FF 0A 00 1B 06 C0 D6 08 0A 00 30 08 00 00 33 38 35 37 71 03 00 96 06 00 00 39 45
    Answer Response
    Reference ID:40d6
    Origination Address:Unknown, 3857
    Result:Successful
    Call ID:3945
    @17:25:45.2680 [mlink] (processAnswerResponse)
    @17:25:45.2680 [gctm] distributing EventEstablished to model
    @17:25:45.2680 [gctm] request RequestAnswerCall deactivated in reqMgr
    @17:25:45.2680 [gctm] Call [007c018b4fb8e604/3945,s5,t6] distributing EventEstablished
    @17:25:45.2680 [gctm] Call [007c018b4fb8e604/3945,s5,t6] processEstablished
    @17:25:45.2680 [gctm] Event EventEstablished delayed.
    @17:25:45.2680 [<<] FF 0A 00 2D 06 00 00 08 0F 00 37 04 34 98 36 08 00 08 34 32 32 39 38 03 01 53 06 00 00 44 76 32 03 0A 96 06 00 00 41 30 5F 05 11 19 2F
    Status Change
    This Device TN:3498
    This Device DN:Internal, 4229
    This Device Status:On-Hook
    Transfer Call ID:4476
    Call Type:a
    Call ID:4130
    Enhanced Time Stamp:17:25:47
    @17:25:45.2680 [mlink] (processStatusChange)
    @17:25:45.2680 [mlink] (processScOnhook)
    @17:25:45.2680 [gctm] distributing EventPartyChanged to model
    @17:25:45.2680 [gctm] Call [007c018b4fb8e5fd/4130,s6,t7] distributing EventPartyChanged
    @17:25:45.2680 [gctm] Call [007c018b4fb8e5fd/4130,s6,t7] processPartyChanged
    @17:25:45.2680 [gctm] Call [007c018b4fb8e5fd/4130,s6,t7] No consult call/3rdParty found - Ignored.
    17:25:45.268 Trc 04541 RequestQueryAddress received from 448 (000a CPD_Server)
    message RequestQueryAddress
    AttributeThisDN '4229'
    AttributeAddressType 1 (DN)
    AttributeAddressInfoType 17 (AddressInfoDNStatus)
    AttributeReferenceID 5929
    @17:25:45.2680 [0] 7.2.004.00 send_to_client: message EventAddressInfo
    AttributeEventSequenceNumber 000000000001820a
    AttributeTimeinuSecs 268000
    AttributeTimeinSecs 1203553545 (17:25:45)
    AttributeReferenceID 5929
    AttributeThisDN '4229'
    AttributeAddressInfoStatus 0
    AttributeExtensions [37] 00 02 01 00..
    'AgentStatus' -1
    'status' 0
    AttributeAddressInfoType 17 (AddressInfoDNStatus)
    17:25:45.268 Trc 04542 EventAddressInfo sent to 448 (000a CPD_Server)
    @17:25:45.5970 [gctm] Call [007c018b4fb8e603/44d8,s5,t6] Single-Est timer expired, transition to Est.
    @17:25:45.5970 [gctm] Call [007c018b4fb8e603/44d8,s5,t6] Transition to ESTABLISHED state.
    @17:25:45.5970 [gctm] Party [007c018b4fb8e603:3855,sa,at1,r2,l1] processEstablished
    @17:25:45.5970 [gctm] Address [3855,t1,s0] processOffHook
    @17:25:45.5970 [gctm] Address [3855,t1,s0] Changing state to 1
    @17:25:45.5970 [0] 7.2.004.00 distribute_event: message EventOffHook
    AttributeEventSequenceNumber 000000000001820b
    AttributeTimeinuSecs 597000
    AttributeTimeinSecs 1203553545 (17:25:45)
    AttributeThisDN '3855'
    17:25:45.597 Int 04544 Interaction message "EventOffHook" generated
    17:25:45.597 Trc 04542 EventOffHook sent to 436 (0009 GAD)
    17:25:45.597 Trc 04542 EventOffHook sent to 388 (000b Reporting Stat_Server)
    17:25:45.597 Trc 04542 EventOffHook sent to 424 (0008 Stat_Server)
    17:25:45.597 Trc 04542 EventOffHook sent to 376 (0004 Outbound Stat_Server)
    17:25:45.597 Trc 04542 EventOffHook sent to 412 (0007 Outbound_Server)
    @17:25:45.5970 [gctm] Party [007c018b4fb8e603:3855,sa,at1,r2,l1] Changing state to c
    @17:25:45.5970 [0] 7.2.004.00 distribute_response: message EventEstablished
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    Offline cavagnaro

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    Re: CSSRs suddenly get multiple calls and hear them at the same time
    « Reply #12 on: February 21, 2008, 10:32:26 PM »
    If you see this is only one second log, maybe a one minute before and all those 4 calls will help interactions.
    Do you have the 4 DNIS of those calls that entered?
    Have you spoke with the PBX guys?
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    Offline bcyk

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    Re: CSSRs suddenly get multiple calls and hear them at the same time
    « Reply #13 on: February 22, 2008, 05:00:02 AM »

    please confirm your current environment and symptoms; it may match to case encountered in one of Genesys OCS site.

    Your current environment
    Switch: Nortel M1 (symposium on nortel 1000) + symposium link
    Genesys: framework 7.x, OCS 7.2 (or above) and reporting
    ACD device: Nortel ACD (no Genesys URS)

    Symptom:
    - A number of calls is distributed to the same agents
    - soft-phone pop-ups 1st customer info, then dropped, 2nd customer info, then dropped, .....
    - in some case, agent can talk to called party but customer info is not sure belongs to current interaction

    Items to be confirmed as well

    1. OCS Dialer mode: predictive outbound
    2. overdailing rate (maximum value in OCS and campaign is over 10% or above)


    If they are not matched, it is possibly switch issue.


    regards

    bcyk
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