Dropped Call Message Playback Issues

[razwiz]

Hi

Please can you help me.  I am trying to get our Dialler (7.2) to play a message on a dropped call.  I can not work where I set it??? 

Regards
Razwiz (newbe)

[razwiz]

Thanks for everyones help - I felt so welcome!

[cavagnaro]

Drop means Genesys hang up, so just point to the red point of the target object as it will be triggered when the call reaches the maximum waiting time defined by you.

[razwiz]

Hi Cavagnaro

When there are no agents available and we have made an outbound call to a customer and they have answered, we need the customer to be played a message and then drop the call.  I have managed to get the message to be played and drop the call.  However the calling list is not updated with dropped call, infact it is not updated with any result.  I have the set the DN that plays the message on the avaya (and drops the calls) to overflow_dn "true" in the annex tab. 

Still no joy

Thanks
Rachel

[Fra]

Rachel,

which kind of DN have you set up? If on the Avaya you have a VDN with a vector which just plays a message and disconnects the call, in Genesys you have to create an ACD Queue with switch-specific type = 2 .
If it doesn't work, could you please upload Tserver and OCS logs?

Fra

[razwiz]

Hi Fra

I have set up a VDN which disconnects after announcement ....... The DN is set up as an ACD Queue.  However it was set to switch specfic type 1.  I will change the type and try testing again.  Does this have something to do with the monitoring in CC Pulse?  I will let you know.

Thanks
Rachel

[Fra]

You may not get all the messages from the switch, if the type is not set properly.

I would re-create the DN, I remember once I changed just the type but that didn't actually modify anything.

Fra

[razwiz]

I have changed the switch type to 2, and it still did not pass a call result. Boo.  I will try re-creating thr DN.  Thanks

[razwiz]

Hi

No joy, the Genesys manual is very misleading.  I think I may have to create a function in the strategy to send the call result dropped??

[Fra]

Nope. If the DN is configured correctly and the call lands on it, OCS should automatically update the call result. Please attach Tserver and OCS logs.
Fra

[razwiz]

Hi Fra

Where do I find them?  Sorry to be dumb, I am the Avaya / Witness engineer and have been asked to sort the dialler.

Thanks
Rachel

[Fra]

Ouch! 
well, I can't help you in that, it depends on how the logs have been configured. In order to do that, you have to open Genesys Configuration Manager-->Environment--> Applications, locate the TServer and OCS apps and see what you find which box they run (Server tab) and in which folder they write the logs (Options tab--> logs).

Fra

[razwiz]

Hi Fra

I have found the t-server log for today, but there are no OCS logs with lodays date in the location specified by the options tab/logs

The log is 26mb and will not upload

Thanks
Rachel

[cavagnaro]

Can you post the log configuration section?
verbose=all
all=c:\logs\OCS_

You will then find the OCS logs under the logs folder with OCS_ prefix in the name.

Now the idea of the dropped status is that every time TServer sends a call to that DN it will then mark it as Dropped, so you may be using a DN of type extension, and in your strategy before the target object you need a function to determine if there are agents logged in, if not the call will go to this DN and if there are agents logged in then the call will go to this target.

[razwiz]

Hi All

[color=pink][glow=red,2,300]Thank you for all your help, I have now got it working.[/glow] [/color]

For those that need to do this in the future here is how it now works for us:

1. In our very basic routing strategy - Call is made - Customers answers - if an agent is found it leaves via the green dot on the selection icon and if our timers timout for agent availablility then it will leave via the red dot and go to another selection icon which routes to and ACD Queue DN.
2. The ACD Queue DN needs to be set up as a queue even if it goes straight to a message (if avaya - VDN - Vector that says disconnect after annoucement.......).  In the Annex tab create a default section and the add a new option overflow_dn value=true.  Also on the advanced tab ensure that the switch type is 2.
3. Add this DN to agents groups originating DN's

Then Test!!

This resulted in a messaged being played to a customer when there was no agent availability in 2 secs and then ended the call.  The calling list was updated with "dropped".

Thanks
Rachel