OCM Calls path to agent desktop, why take so long ?

[eferreyra]

Hi people, im a developer for a desktop t-server client, but the biggest problem we have is in the process of a call is made, answered and the time that takes to go to the desktop of an agent, here is simply facts from test we made.

1 agent, ready in a outbound predictive campaign.

Campaign is started, seconds later the (external) line is ringing.

Somebody answer: Hello...(silence)  Hello (silence)? .....  Hello ?(silence) HANGS UP

Tha agent finally receive the call, listening the HANG UP

There is no queue, there is no abandoned call, there is really angry contact center people.

Now, if we knowing this facts do the same test and wait longer (in the silence of the line) finally at some point the ring on the desktop happens and in the line there is some calling tone, but its too late for real production environment.

I dont know the status of the parameters in the OXE or T-Server, our intention is to have Live Voice Detection, but still we are working in this configuration waiting for time of local Alcatel people.

We have a recorded message for calls in queue, in this example i assume never reaches the queue, sounds logic because we have ready agents.

Somebody have this problem o similar ?

There is a way or workaround ?

Do you have some idea of what can be wrong ?

Thanks!

[René]

Hi eferreyra,

Do you have VAD (Voice Activity Detection) enabled for your predictive calls? If you do then I would check configuration of VAD-related timeouts (see TServer documentation for list of these).

René

[cavagnaro]

Hum ferreyra, this really must be on the field of the OXE People.
Let me explain:
OXE dials with some virtual extensions and MUST have a specific configuration (VAD = true) so they use the GPA2 board functions.
The voice detection is a job of the PBX not of Genesys you must stand on it.
On the OXE try first disabling the Answering Machine for first instance. It will give you less errors.
After GPA2 detected a voice it transfers the command to the TServer and it decides to route it to the RSI you configured on the campaign.

For me your OXE people is kinda lack of knowdledge. I'm an Alcatel Engineer so please if you need help with the OXE let me know here and i might be able to help.
I also suffered a lot with some scenarios very hard to deploy and have a lot of experience with this.
We use the OmniGenesys from Alcatel but it's the same thing.
Also which hardware on OXE are you using? Crystal or Common hardware?

[eferreyra]

in response to the VAD thing, the story is first was active, and this problem was detected, so as cav suggest (i think?) the OXE and Genesis Admins disabled it.

But the problem (at bird view) persists, lot of contacts missed because when reach the agent the contact is hanging up.

Other think we probe is auto-answer phone and auto-answer softphones, again, at bird view the problem persists...

We are three people lack of knowledge, the OXE admin guy, the Genesys admin guy and me (developer guy).

Was hard to get documentation but finally we get the TServer Deployment Guide, im still waiting for other docs like this.
Outbound Contact 7.2 Reference Manual
Framework 7 Getting Started Guide
Framework 7 Deployment Guide (no es el mismo que nos enviaron)
Framework 7 Solution Control Interface Help
Genesys 7 Licensing Guide
Management Layer User’s Guide

We dont have a test OXE just the production so most of this configuration we must let Alcatel people do it, its hard to get his time...

Anyway my application is working fine for now, but we decide not to release it till this problem was solved...

Out contact center is around 100 positions and 150 agents.

Cav, the only way i can get documentation is asking for a specified doc, with full name, otherwise i get "there is no documentation" can you tell me the names of the docs we must have for the OXE ?

[cavagnaro]

Bueno che veamos,
On the OXE one thing is to disable VAD and another to disable Answering Machine detection.
This is complicated to describe on this way, is it possible you can call me? Peru? (PM me), i'll be happy to guide you people.

[eferreyra]

thanks cav, i pass the contac to my bosses, and now you say, we have VAD but we still get answering machines, we are expecting next week to alcatel people show up here, and solve all this issues...

En que parte de Perú estas? sos peruano ?
Yo en Santa Fe, Argentina.
Un abrazo che!

[cavagnaro]

Ok, let see what your pbx people says.


Soy de Lima, Perú. Ingeniero de soporte para toda la plataforma de Call Centers de Alcatel y Genesys. De Argentina solo conozco  Buenos Aires, bonita ciudad.
Saludos por alla, por si acaso mi celular es (PM me), por si tienen dudas o algo respecto a la central o su configuración, ya me ha pasado que por alla en Argentina los que manejan Alcatel les falta experiencia en algunas cosas.

[victor]

Are you sure you want to post your cellphone here? After all Pavel does not have a girlfriend and is looking for a date !

[cavagnaro]

hahahaha, i'll kick his ass if he ask me for a date.
yeah, maybe i should remove it...