Genesys issue everytime it dials a digit every entry doubles

[rapjaw08]

Hi everyone,

We have an application out of genesys platform the Gplus tool wherein all interactions such as (dial outbound) are done on the that Tool. We have an issue wherein when we dialed a number from the tool (Gplus) it doubles its entry. What can we look is it on the avaya or something we can look at genesys.

[René]

Hi,

I would recommend you to check TServer's log in first step.

R.

[rapjaw08]

hi thank you for your reply.
I have logs from the Tserver showing the double digits. hope this helps since am not that familiar in reading the logs. what that be on the avaya switch error or in genesys. thanks again for your help

Server:65200
\par    CustomerID:Resources
\par    ConnID:008601C960285C6F
\par    CallID:6172
\par    NetworkCallID:1270483695
\par    CallType:Inbound
\par    ThisDN:31209
\par    ThisQueue:31209
\par    ThisDNRole:Destination
\par    OtherDN:7443
\par    OtherDNRole:Origination
\par    DNIS:TCR Outbound sa
\par    ANI:7443
\par    UserData:
\par      (Str) SAPCADCALLERNEED        Outbound
\par      (Str) SAPCADLANGUAGE        ENG
\par      (Str) SAPCADCUSTLEVEL        DEFAULT
\par      (Str) SAPCADCONNID        008601c960285c6f
\par      (Str) vCurrentSwitch        COFSwitch
\par      (Str) RVQID        0191SR5FHODQ7A29I8ULND5AES026M6M
\par      (Str) LBR_ORIG        104:112
\par      (Str) LBR_TS        498097345
\par      (Str) LBR_SNUM        498
\par      (Str) RTargetTypeSelected        4
\par      (Str) RTargetRuleSelected       
\par      (Str) RTargetObjectSelected        31209_COFSwitch
\par      (Str) RTargetObjSelDBID        8682
\par      (Str) RTargetAgentSelected       
\par      (Str) RTargetPlaceSelected       
\par      (Str) RTenant        Resources
\par      (Str) RStrategyName        ROMP_TCR_Outbound
\par      (Str) RStrategyDBID        325
\par      (Str) CBR-actual_volume       
\par      (Str) CBR-Interaction_cost       
\par      (Str) CBR-contract_DBIDs       
\par      (Str) CBR-IT-path_DBIDs       
\par      (Str) RRequestedSkillCombination       
\par      (Lst) RRequestedSkills             
\par      (Str) CustomerSegment        default
\par      (Str) ServiceType        default
\par      (Str) ServiceObjective       
\par      (Str) vCED        991122114422        ------------------double digit entry
\par      (Str) vPACCode        991122114422 ------------------double digit entry

\par    Extensions:
\par      (Bin) UCID        00 01 1E 19 4B BA 0A EF
\par    Seconds:1270498130
\par    USeconds:107788
\par    Server Time:4/5/2010@15:08:50.107

[René]

Hi,

Snippet of the log isn't very useful as it was somehow processed and lot of information was removed. However, it's clear now about what duplication you're talking at least. I would need to see full debug log of TServer covering time frame of the call to help you.

Duplicated digits are stored in UserData so I assume these are captured by either switch or IVR and attached to the call by Universal Routing Server later. With high probability, you are facing DTMF duplication issue = number entered by a caller is propagated to switch/IVR twice. Can you provide me with more detail about your system - IP/TDM? switch type? IVR?

R.

[rapjaw08]

thanks for the reply renee. We have a Ip trunk set-up. I can only view the avaya pbx on my end since when genesys was roll out by our client where we used a MAPD card and assisgns VDNS. The problem started when we were ask to create a outbound VDN with routing link where the double digit entry is happening via gplus tool. Howerever when normal processing of doing outbound via gplus tool lets say 9001800....no double digits exist. We also tried it dialing thru a avaya hardphone and no double digits was seen. I have attached the logs here if it can't be send i can send it to email if that would be ok to you. hope this helps.

[René]

Hi,

Sorry but I don't understand your explanation. Standard Gplus adapters for Siebel, SAP etc. provided by Genesys represent integration modules for well-known CRM systems and are used on client side = by agents. Chance that Gplus adapter may cause some duplication is really low as it comes on the scene when the call is routed to an agent (for automatic campaigns).

From provided log snippet I see that duplicated numbers are stored in keys called vCED and vPACCode. Names of these two keys invoke that values are DTMF digits collected by either switch or IVR system. As you're using VoIP there is a higher probability of facing DTFM duplication issue due some codec issue, compression etc.

Could you please explain again why you think that Gplus is responsible for duplication? Please describe full call flow of outbound call as this may help me to create a picture about how your system works.

R.

[rapjaw08]

thank you for the reply Rene...As we are puzzled why the gplus is giving the duplication. since we don't have visibility on the Tserver logs.  Basically they are 2 process of making an outbount call via gplus.
1. One is the by dialing thru 5-digit DNIS and will be answer by an IVR system after which the user would need to input the number they want to reach.
2. Another method is keying the direct number without going throug the IVR and calls will be directed to the destination number that the user want to reach.
Method 1 is where the double digit entry appears. If there's a need to configure in order to correct the duplication what would you be recommend where should the change be? would it be on the switch? IVR? or genesys.

By any chance would you be able to give me some information on the below logs how to interpret the logs.
 
par    CallType:Inbound
\par    ThisDN:31209
\par    ThisQueue:31209
\par    ThisDNRole:Destination
\par    OtherDN:7443
\par    OtherDNRole:Origination
\par    DNIS:TCR Outbound sa
\par    ANI:7443