URGENT REQUEST: Genesys Predictive Outbound and Avaya - shows error

[Gururaj S]

Hi Genesys Experts,

    We have installed Genesys Outbound suite with Avaya pbx which has call classifier. Line used now is E1-R2.
Before we were using ISDN line and predictive was working fine with ISDN. But customer
prefers E1-R2 line for various reasons.

The Outbound campaign runs fine in preview mode. But predictive mode gives
problem. OCM shows [b][i]system error[/i][/b] for all calls in predictive mode. Tserver log shows
[b]A_NO_CLASSIFIERS[/b] error for all calls in predictive mode.

We did a lot of testing and from Avaya trace, we can make out that in predictive mode
AVAYA is not dialing the complete digits and also NO trunk seizure is happening.

Whereas in preview mode we can see complete number dialed on trace and also
trunkseizure is happening.

I would like to know if there is any successful case of predictive dialing with E1-R2 on Avaya with call
classifiers.

I have attached a sample log for the scenario and also avaya trace file.

We would be thankful if you can have a look and suggest any change.


Thanks in advance!

[jbobinsk]

Maybe there is a difference in COR settings (especially seizing trunks) between agent extension and VDN from which your dialing. I would first look at it. If it doesn't work, I'd try to prepare calling progressive without CPD.
The obvious difference is that call made from VDN uses CPD and that made from agent extension not.

Regards
jbobinsk

[bcyk]

Never work on E1-R2 trunk signal...

However, "similar" case was encountered when interfacing to some PSTN carriers.
  - when making outbound call via CTI-enabled soft-phone, call was dropped
  - if making outbound call manually via hard-phone, call succeeded

In Avaya trunk configuration page,
  - search for an option something like "Suppress sending # (y/n)": n
  - change the value to 'y' (Note: try it in non-operational hours, please!)

1. Not sure if the similar option exists in E1-R2 trunk configuration
2. it may not be the root-cause but worth to try!


As in previous post by jbobinsk, COR/COS is good point to check.

[victor]

Hi,

my initial guess would be call - does it allow outbound calls?

[Gururaj S]

Hi jbobinsk,

Thank you for your suggestion! 
About the COR, both agent extension and VDN have the same COR-124. And COR 124
is allowed to do outbound calls. You have suggested about progressive dialing without CPD. We are not using
CPD server but Avaya pbx has call classifier.
I would like to know if progressive dialing is possible without using CPD or call classifier.

Thank You once again!

Hi Bcyk,

Thanks for your quick response..
You have said that predictive never work on E1-R2 signal.
I would want you to be a bit more detail if possible..
Using the same E1-R2, preview mode campaign or manual dialing works perfect.
But we are facing this problem only in predictive mode..

I will try your suggestion regarding trunk option and update..

Thank You once again!

Hi victor,

We are able to do outbound calls in preview mode and it works perfect..
Also, predictive mode is working fine for internal extensions.
It is not dialing only outside numbers. I would like to know if i can use any virtual extension
and forward calls to outside number as a temporary solution.

For example: The calling list has 500 numbers. I will create 500 virtual extensions for these
numbers and activate call forward to corresponding outside numbers.

Thank You for the response!

This forum has given me hope in a tight situation like this.. I am thankful for that.

[jbobinsk]

CPD - is Call Progress Detection - for example call clasifier card uses this function.

Yes - you can use predictive without Call Classifier - the only difference is that you cannot recognize answering mashine and fax, but standard call progres (busy, no answer, wrong number) go in signaling part and your switch will send it through CTI link to TServer as well. You have to only block recognizing answering machine in TServer, and OCS and use agent for checking who answered the call.

You can also try to make call as OCS do by calling TMakePredictiveCall from TLib to easily check what is happening without a need to start campaign.
Additionally try to use somebody from AVAYA administrators to monitor what is going on on trunks while you make call - because it can be that function to create predictive call doesn't make it and switch stops doing it before trunk seize.

regards
jbobinsk

[Gururaj S]

Hi Jbobinsk,

Thank You for the info!

So what i understood is that we can do predictive dialing without using call classifier after doing
some changes in Tserver and OCS configuration settings.
Do i need to change any other settings for achieving this?

Regards,
Gururaj S

[jbobinsk]

I'm not sure - but as I remember there is something declared on PBX that tells when use Call Classifier - maybe you have some admin of it and he could help you with switching it off.

Regards
jbobinsk

[Gururaj S]

Hi Jbobinsk,

Thank You!

I would like to confirm from you once again that if predictive dialing
is possible without call classifier or CPD server. Have you seen any such
scenario working fine?

Thanks and Regards,
Gururaj S

[jbobinsk]

Yes progressive/predictive will work without CPD or Call Classifier - I always configure it without them because level of recognizing is about fifty-fifty.

Regards
jbobinsk

[Gururaj S]

Hi Jbobinsk,

Thank You once again for the quick turn around!
I will try to configure predictive without cpd and update..

Thanks and Regards,
Gururaj S

[Gururaj S]

Hi Jbobinsk,

I verified with the Avaya person. He told me that call classifier board is placed in the pbx and is
used by the entire setup including extensions. I need your help on how to tell Genesys not to use
call classifier while dialing.

Thanks,
Gururaj S

[jbobinsk]

You have to set two options:
in TServer application option use_am_detection=false located in TServer section
in OCS application option call_answer_type_recognition=no_am_detection in OCServer section

and it should work.

regards
jbobinsk

[Gururaj S]

Hi Jbobinsk,

Thank You! I will update once this is tested.

Merry X'mas wishes...

Regards,
Gururaj S

[Gururaj S]

Hi Jbobinsk,

I tested with the below options:

in TServer application option use_am_detection=false located in TServer section
in OCS application option call_answer_type_recognition=no_am_detection in OCServer section

But we still get the same error (A_NO_CLASSIFIERS)

I verified with the Avaya person about any PBX settings to be done,
to tell Genesys not to use call classifiers. But he is not sure of the PBX option to be configured.

Thanks for your time,
Gururaj S