keep the URS give_treatment = yes unless duration for Genesys routing can be completed within 4 seconds.
pls see if below info may help.
[u]1. URS does not work well for consult call type[/u]
reference: http://www.sggu.com/smf/index.php/topic,2034.msg11246.html#msg11246
.....
An important "step" MUST be catered in URS strategy for consult call type.
Assuming that inbound call is answered by IVR and then transfer to CDN/RP, route_consult_call option must be set to true. There must be some reasons for Genesys to have this option default value as 'false'.......
It is suggested to have below or similar code segment in URS strategy to handle consult call type; otherwise, unexpected results may occur because transfer (EventPartyChanged) can be completed at any stage in URS strategy.
- false/stuck waiting calls in CCPulse
- missing KV-pairs
- dropped call
{ delayTimer = 200 }
{ loopMax = 5 }
{ loopCnt = 0}
{ if CallType[] = Consult } --> delay(200) --> {loopCnt = loopCnt +1} --
| --> { if loopCnt < loopMax} ==( go to the if CallType[] = Consult block}
| |
| <---------------+
|
{ ... next block ...}
Values of delayTimer and LoopMax here are example only; they depends on call transfer method and switch type (i.e., how fast to complete transfer).
Transfer method refers to single-step, mute-transfer, two-step transfer by machine or two-step transfer by agent (e.g., attended transfer).
Above values should work in most environment; maximum wait time is set to cater attended transfer call by agents.
[u]2. use 2-step transfer to CDN/RP[/u]
Another potential cause of dropped calls might be due to "conference port" resource in Nortel switch.
Turn-around time to fetch conference port might be various and depended on system loading.
A similar incident was encountered before in Genesys + Nortel M1 switch integration; IVRS transferred call to CDN/RP and calls were dropped randomly.
Extensive hours were spent to trace T-server debug log; no sign of transfer error was found.
The transfer was modified to 2-step transfer, with a configurable pause timer (e.g., 20 to 150 msec; default 50) between transferInitiate and transferComplete.
No compliant was reported on this issue afterwards!
