Genesys Outbound, sending dropped called to message playback

[rorton]

Hi, first post so be gentle!

We have a genesys outbound soulution, and to meet with regulations, we need to investigate sending any dropped calls we may have to an announcement.

At present, we use Genesys outbound, with Symposium inbound, Meridian 1 Switch, and Call Pilot.

Can we use the call pilot, and setup the message on here? Im presuming we would need a call pilot port for each message we need to play simultaniously?

Would like to utalise the infrastructure we currently have in place, rather then perhaps using something like Voice Portal.

Anyone configured anything like this, and any tips?

Thanks

[mark]

Hi Rorton,

I'm not quite understanding you, how can you control where a dropped call goes, as it is no longer connected to your switch?

Do you mean in a predictive solution, should a call be connected but an agent not be available, route the customer to a message, rather than drop the call leading the customer to hear nothing?

Mark

[cavagnaro]

On Alcatel we can do that, as Dropped call (not abandon) is the one Genesys hangs up. On the red point of the Target we play a music or a prompt from our OXE and then hang up the call.
While it's possible we don't do it usually.

[mark]

What do you both class as a dropped call?

[cavagnaro]

For me a Dropped call is the one that waited on the RP for 1 or 2 seconds and then Genesys Hangs it up.

[Seb Reeve]

Hi - I take it that this is for OFCOM compliance purposes?

Are you using CPD server - if so - in what mode (Transfer or ASM mode)?

Seb

[Luk]

Hi all,

I have a similar question.
Using Outbound (7.6) in Progressive dialling mode, how is the call_result updated in the calling list if there is no agent available when the customer has answered the call? So, Genesys makes the call, customer answers the call, call goes to Voice Transfer Destination (route point), but there is no agent available, so we play a message and drop the call. At the moment, the call_result remains "Unknown call result". The record is not dialed again when an agent becomes ready. We expect is would be dialled again...
The switch is an Avaya.

Thanks,
Luk.

[Fra]

How to do you drop the call?

[Luk]

[quote author=Fra link=topic=2075.msg14465#msg14465 date=1224075454]
How to do you drop the call?
[/quote]

The switch (Avaya) disconnects.

[victor]

[quote author=Luk link=topic=2075.msg14463#msg14463 date=1224072095]
Hi all,

I have a similar question.
Using Outbound (7.6) in Progressive dialling mode, how is the call_result updated in the calling list if there is no agent available when the customer has answered the call? So, Genesys makes the call, customer answers the call, call goes to Voice Transfer Destination (route point), but there is no agent available, so we play a message and drop the call. At the moment, the call_result remains "Unknown call result". The record is not dialed again when an agent becomes ready. We expect is would be dialled again...
The switch is an Avaya.

Thanks,
Luk.
[/quote]

Luk,

this is a bit strange behavior. Dropped calls should be processed as such. Which version of OCS are you using?
Chances are you are not using CPD, and probably still have call_wait_in_queue_timeout defined. What you need to do is to define overflow dn... While OCS manual gives a very good description here is a summary:

In CME, you will need to do the following in order to make this work.

1. ACD Queue 1000. Add the overflow Queue 1000 to the Origination DN list of the Agent Group for your campaign campaign.
2. Add Place Group with  Queue 1000 as Origination DN. Make sure that DN 2000 receives calls from 1000.
3. Add Overflow DN 2000. On the Annex tab of extension 2000 create a section called 'default'and add an option called 'overflow_dn' set to true.
4. Create a Place for 2000. Link it to Place Group containing Queue 1000.

Then, just make sure that you send the calls to ACD 1000 if you want your calls to be dropped because agent did not answer. Genesys should mark them as dropped as soon as call is sent from 1000 to 2000.

I should probably check if I have missed anything important tomorrow morning, but I think your problem is that you did not define your overflow and this is why Genesys is not marking them correctly.

Vic

[Fra]

Vic,
I agree that is all about how Genesys is configured, but there is no reason to create a place group; all that is needed is:
1. creating the overflow ACDQueue (VDN on Avaya)
2. add it to the origination DNs of the target agent\place group
3. design a strategy so that the call is diverted after x secs from the target agent\place group to that ACDQueue.

What is also needed is that on the Avaya switch the vector should (play an announcement if you want to be kind  and) disconnect the call.

In this way the voice path to the switch is released when the ACDQueue is hit and OCS mark the record as "Dropped" when an EventQueued is generated.