Genesys Implementations Benchmarks

[eferreyra]

Hi guys, there is some benchmark tests and results to compare genesys implementations ?

If answer is not...

Dont you think is kind a good idea, im not expert on genesys but i think it can be done, just have to decide what things or components benchmark.

For example here with VAD and Aswering machine detection in a Alcatel OXE with digital things genesys takes 3 to 5 seconds from the destination answer till genesys delivers the call to agent desktop (test with 1 agent ready), anyway i like to know if this is the best we can get, is normal or is a bad implementation, because we have a lot of abandoned calls in this time.

Bye..

[cavagnaro]

But eferreyra, as i told you that is a configuration on the OXE not Genesys.
Why do you have abandoned calls? Are you dialing in predictive mode? Have your Genesys people followed the correct configruation procedures?
How are the timers in OXE configured, 267 and 268?

It is logic to be a delay between the dial and the transfer to agent, dial, client answers, OXE takes a few seconds to see if it is voice or not, if yes transfers, if not hangup, this hangup is not an abandon, is a No Answer.

I feel it is more an OXE people problem where they are not explaining thinks how they work or have the background to do it.

[eferreyra]

Cav, in part is the timers for VAD, the rest is the logic of the routing point.

Just in a high concept the idea is to have benchmark test for genesys implementatios in different PBXs, i think is interesting...

About the problems in the implementation i work, apparently the root of most problems is tha our OXE is not detecting the hang up of the destination call, so we never had abandones  , our provider (Telecom) says they send the correct signal, and our OXE is ignoring or not catching or what ever, this abandoned calls are always reaching agents desktop and there is most of our "improductivity" problems.

Local people doesnt know what is wrong and rigth now the case is in Alcatel labs...

Anyway VAD test shows improductive, and the people of contact center says they want answering machines, plus VAD is really not working well in analog end points that we use to reduce costs in to cell phone calls, so logic conclusion is to deactivate VAD and Answering Machine detection.

Again, the root of the problems we have is in the NO detection of the hang up (abandon), we are waiting the case follow his course in Alcatel and with this solved we continue testing and developing.

Thanks for all your desinteresed help, and we have your phone agended Cav!!

[cavagnaro]

That only happens on the case where you call a home phone where they doesn't have inverse battery (an electronic signal to detect the hangup) and the carrier only release the call for about a minute, it is not a problem of your carrier nor on the OXE, but an issue on the public carrier and the kind of line the called one has. It is normal. However this is still manageable.

I guess you must be using a PRI (T1 or E1).
I wonder how in the hell OXE guys allowed you to use those cellphone conversors (Telulin or liceas)? Those are no way accepted on this scenario not because of the OXE but because it has a huge delay on the side of those conversors. It would be better if you use a digital one (ISDN on the PRA2 board) and it wil be better but not good as a pure PRI line.

Hell i was there i'll kick OXEs guys ass.

I invite you and the OXE guys to www.alcatelunleashed.com to talk more about the OXE. I insists, the problem is on the OXE tech guys.

Just remember an important thing, Genesys doesn not dial, does not recognize the voice, does not transfer, it is all job of the OXE. Don't blame the OCS solution or the TServer for the lack of experience and knowledge of your OXE provider.

[bublepaw]

Hi,

Please also check timers 314, 315 in OXE as they control how AM is deteced by VAD. For example 314 is "waiting duration of the speech". Also there is Alcatel document "Genesys on Omnitouch trouble shooting guide" which is very specific how to configure VAD ( there are some differences between Genesys document and Alcatel one - but I didn't have time to find out if they have some impact on functionality )