'Start Preview Dialing' buttin in the Communication toolbar is not working

[den1089]

Hi All,


i have configured 'Start Preview Dialing' button in the Communication toolbar.
After  i logged in to the communication toolbar, Ready, Not Ready and Log out button in the toolbar is enabled but 'Start Preview Dialing' button is not enabled
I have imported the Genesys OCS Sifs in to the repository and configured the Commands but still the button is not enabled.
is there any configuration i am missing out here, i need help to resolve this issue.
This is a high priority issue which i am working on it now.
I am desperately expecting a solution for this issue.

Siebel version: 8.0 Gplus - 7.5

Thanks,

[René]

Hi,

It's hard to help you when you post no logs, no configuration details etc... I even see nothing in my crystal ball

Few questions for you:

- Is your outbound configured correctly? Have you successfully tested Preview campaign using other client like GDesktop?
- When you log in using Siebel CTI Toolbar - do you see message about started campaign in status line?
- Have you checked Siebel Communication Server and Gplus Communication Server logs for errors?

R.

[den1089]

Hi,

Thanks for the reply.

so far, i have done the Voice import only and then i want to add the preview dialing functionality. I havent done the Campaign synchronization. I dont know its a must to have campaign synchronization before testing the preview dialing functionality

Is your outbound configured correctly? Have you successfully tested Preview campaign using other client like GDesktop?
I have done the Outbound call from the Siebel communication toolbar which is working fine apart from that i havent done any testing to confirm the outbound configured correctly


When you log in using Siebel CTI Toolbar - do you see message about started campaign in status line?
I havent seen the status like this. what do i need to do to get the status like that. do i need to run the campaign sync functionality

Have you checked Siebel Communication Server and Gplus Communication Server logs for errors?
I have checked the logs, there is no error because the button itself is not getting invoked. It is in disabled status.


For Start Preview Dialing functionality, i have configured the buttons in the Communicaiton toolbar [by importing the Genesys OCS sif] and used the Genesys DEF file for command configuration. i havent done anythig apart from this

[René]

Hi,

[quote]so far, i have done the Voice import only and then i want to add the preview dialing functionality. I havent done the Campaign synchronization. I dont know its a must to have campaign synchronization before testing the preview dialing functionality[/quote]
No, deployment of Campaign Synchronization Component isn't required. But you have to add required responsibility to the agents working on outbound campaigns (see Deployment Guide page 157)

[quote]I have done the Outbound call from the Siebel communication toolbar which is working fine apart from that i havent done any testing to confirm the outbound configured correctly[/quote]
OK, it means you haven't tested outbound functionality at all. I would recommend you to do so before testing outbound with Siebel.

[quote]I havent seen the status like this. what do i need to do to get the status like that. do i need to run the campaign sync functionality[/quote]
Again, campaign sync isn't required. To see the message you need Genesys Outbound solution to be configured properly and running at time the agent logs in.

R.

[den1089]

Hi,

thanks for the update

I have done the Agent setup as per the deployment guide.

But i dont have any genesys exported campaigns in the Siebel Application.

I would like to know how the Start Preview Dialing button will be enabled, i have given my thoughts. is it possible to verify

1. Campaigns should be created in Siebel, Agents will be mapped to the Campaign. once it is done, 'Genesys Export Position will be mapped in the Campaign Team and then it will be synchronized with the Genesys Database. The same record needs to be found in the Genesys OCS.

2. When the record has been verified in the Genesys OCS, from the Campaign will be started.

3. Once the step 1 and step 2 are over, An agent will be logged into the communication toolbar and see the 'Start Preview Dialing' button enabled.

4. If the Campaing is not started from OCS or Campaign is not found in Genesys DB, 'Start Preview Dialing' button will not be enalbed.

the above given are my understanding, is it the same way the Genesys and Siebel behaves?

[René]

Hi,

I will repeat it again and for last time Campaign Synchronization Component is used for synchronization of campaign and calling lists from Siebel to Genesys. and isn't required to allow the agents handling outbound campaign calls!

Following has to be done to allow the agents handle outbound campaign calls:

1. Genesys Outbound Contact Solution (OCS) is installed, configured properly and up and running
2. At least one campaign is configured properly in Genesys configuration (CME)
3. Gplus adapter for Siebel CRM - Voice component is installed and configured properly on Genesys and Siebel side

R.