CCPulse

[CCPulse]

genesys 7.2, One RP, One Group of Agents.
VoiceQueueReport on the RP shows FORWARDED 87 for period of time.
GroupsView shows TransfersMade 328 for same period of time.

There is very simple strategy runing (RP->Target->Agent).

From docum I can not investigate what is exactly different between Total_forwarded and Transfer_made. When Total_forwarded is counted?

Doo-Bop

[tony]

hmmmm...  Total_Forwarded isn't defined in the StatServer standard stats, (to my knowledge), so it is perhaps a composite statistic?  Can you export a .cfg and extract the defintions of Total_forwarded and also Transfers_made from the Options in your StatServer, so we can have a look?

Also, you mention that you have a simple strategy for routing from an RP to a Target of Agents - where is the Queue applied within the Strategy - on the Target or the RP (or somewhere else)?

Tony

[Sylvainsjc]

With Alcatel Oxe switch, calls fowarded are calls that are "taken over by switch".

This means that when "routing" reach an agent and delivers call to him, if the agent don't answer the call, the pabx can reroute the call elsewhere, you'll find this call "fowarded" in CCPulse.

[Doo-Bop-reply]

Yes,
I did some tests. Result is : when incoming call comes via RP to an agent and agent does not answer the call, call comes to RP again or is forwarded to defined DN. In this case Statistic "forwarded" increases.
If agent put him self to forward state (to another number) and call comes to him, "forwarded" increase too.
No other scenario increases "forwarded"  statistic in my lab.

(test on the a4400,CCM5)

Doo-Bop

[victor]

I still wonder what "Total Forwarded" is, since I cannot find it in my CCP.
Total defaulted?

[cavagnaro]

You have to create the Stat Vic, by default it doesn't come on the StatServer default templates. Take a look to the stat server reference guide. For Nortel was those calls that also the agent didn't answer and were handled by the PBX

[Doo-Bop]

Total_Forwarded, page 654 of 72g_ref_rptg.pdf. I thing it is standard. It was provided by express 4.2 in my case.

Doo-Bop

[cavagnaro]

Hum Express 4.2 not tested, but on 4.1 it was not there...