Hi!
Network TSever 7.0
URS 7.2
Premise TServer 7.2
Avaya PBX & Network (national) Routing
We've recently updated some of our routing, to ensure that Genesys data is populated across our Network to the Premise Sites and is then available to Agents. Problem is, now we've "fixed" the issue, we have a dilemma in the way the interactions are being reported;
Before the changes, Warm/Consult calls being passed across our Network were recorded as 1 Inbound + 1 Consult and our Reporting guys were happy with this, as they could apply a simple equation to determine non-accountable (Consult) from accountable (Inbound) calls.
However, we now see Warm/Consult calls across the Network being routed and recorded as 2 Inbound Calls, with no Consult. Genesys tell us that this is by design, therefore there is nothing for them to fix. We've been wracking our brains to try and find a way to record the Consult as a Consult, rather than an Inbound but it is the local PBX which instrucsts Genesys of the CallTypes, so we can't affect a change in that area. We've also considered pegging calls and a whole host of other scenarios, to discern between what is (and what is not) a Consult call from the Network.
Has anyone come across this and perhaps came up with a definative solution? It's worth some cake (of which I have ample, at this time...)
Thanks,
Tony
