Hi - got your note asking me to look at this....
A recap, first - please confirm the following:
You are making a call from a handset (71658), to a DN (61702). The DN invokes an IVR app, which (eventually) forwards the call to an RP (66505). The RP has a Genesys Strategy loaded, which does not appear to be functioning. Correct so far...?
Vic has asked if you can check if you can dial the DN (61702) directly. Apparently, you can.
A list of things I would check next:
1. Can you dial the RP (66505) directly and, if you can, does it invoke the Strategy?
2. Next, check to ensure that your IVR app is actually forwarding the call to the RP (66505) - can you do that within the IVR app itself or do you have to dial into it? Try the IVR app on another DN and see if it works from there.
3. Next, I would check that your Strategy is functional - load it somewhere else (another RP) and dial the new RP, directly - does it work there?
4. The Strategy needs to have a Queue or a VQ applied to the Target, to ensure it can... well... be recorded as Queuing. Without knowing what your Strategy is meant to do, I cannot comment but I can say that you will need to apply a Queue to the Target. Does it do that?
5. Check all of the DN's, on your IVR, ACD (if applicable) [i]and[/i] Switch, to see how they are configured;
a. 67102 should be configured as a DN and have no pre- or post-processing applied by the Switch - just the IVR app.
b. 66505 should be configured as a DN on your Switch and as an "RP" in Genesys. The DN should not have any pre- or post-processing applied to it, by the Switch or the IVR - it must remain "unaltered" for Genesys to be able to use it to process the Strategy. Check your ACD and/or Switch Application to ensure that no vectors/routing/forwarding is being applied at that level - and the same on the IVR Application.
6. I didn't trawl your TServer logs but you need to make sure all of the DN's (71658, 61702 and 66505) are registered through the TServer. Think "licensing" - TDN's and SDN's need to show as "checked out" in FlexLM, for them to work.
- One of the above should sort out your problem. If it doesn't, you will need to break open the IVR app and the Strategy and have a long, hard look at the functions within them, to ensure you are getting the results you expect.
One last thing -[i] if [/i]none of the above solves your issue - you could always raise a ticket with Genesys...
Tony
