Genesys CTI Outbound Dialler

[PaulB]

Hi,

Hoping someone may be able to provide some assistance?

I have recently configured a Genesys platform with an outbound dialler at a new site and have been having some issues with poor performance of the outbound dialler.  Specifically with slow dialling or not dialling at all for idle outbound agents.  I have configured a seperate outbound ACD queue which is only associated to the outbound agent group.  Similarly I have built 2 ACD queues for inbound which are only associated to the inbound group.

On inspection of the OCS logs during times of poor performance I can that there are calls queuing for inbound.  This seems to be taking up the availability of an outbound agent.  The dialler will not dial for one agent if there is one call queuing, 2 agents if 2 calls are queuing etc.  I have since been informed that Genesys reserves an outbound agent for these queuing calls.  Not sure if this is 100% true?  If it is, then why would Genesys reserve an outbound agent for an inbound skill?  I would also have assumed that Genesys would only be concerned as far as outbound goes with the agents in the ACD queue connected with the outbound agent group?  This does not appear to be the case.

Hope what I have put here makes some sense!?  Any help/clarification would be appreciated.

Thanks
Paul

[cavagnaro]

Hi,
Inbound should really don't affect Outbound calls unless you use blending, meaning that one agent can receive Inbound and Outbound calls, for what you mention this is not your case.
For OCS to dial properly you need:
1. Configure ACD Queue for Outbound agents
2. Create a RP with the strategy for outbound
3. On the Agent Group of Outbound set as Origination DNs the ACD Queue and the RP
4. In the campaign configuration set the Voice Transfer destination to the RP

OCS knows how many agents have been defined to be outbound because he reads the ammount of agents logged in the ACD Queue and monitors these agents.
How does your campaign behaves in Progressive mode?
What the call results you get on OCM when dialing? What is your Hit Ratio? Because you can have a fine configuration but if you dial wrong you will get low efficiency. I mean, for example if it is 10am and everybody is working and you begin to call at their homes then you will have to expect almost nobody to answer.

Maybe if you can post even some OCS logs with a time frame of low dialing will be helpful and how you have configured your campaign.

Also, how many dialers do you have? If you have Predictive with 10 agent it is recommended to have 15 dialers to handle the overdialing correctly, will make no sense to have 10 agents and 10 dialers and launch Predictive as there will be no extra room for overdialing.

[Gui75]

Hi PaulB.

Make sure you did not configure any Inbound Queue, VQ or RP as origination DN of you outbound group of agent.

Make sure that the Voice Transfer Destination RP configured at Campaign Group level is not also used by Inbound.

Make sure also that the number of CPD Ports configured at campaign group level is not too low. You will easily find in the logs the number of CPD Ports that are used for you campaign group.

Regards,

[Fra]

..and also let us know the value of OCS login_ignore_queue option.

[daveg]

I've seen this on a Meridian/Symposium switch when the agent in the outbound group is thought by the switch to be available for inbound calls. For example the agent has skill xyz active (as defined on the switch) and is targetted for inbound (external to Genesys control). These skills had to be deactivated. It might be the same problem if the agent has multiple Genesys skills which allow inbound calls to be routed to him/her.

Make sure there are no skills active on the switch or Genesys for this agent which could allow inbound calls.

Regards

Daveg