Hang Up Problem, there is a solution ?

[eferreyra]

Hi we have an Alcatel Omni PCX Enterprise(OXE) R7.0 Patch 19 and we are using Genesys Platform 7 for our Contact Center with the Outbound Contact Manager.

We are in Santa Fe, Argentina and our public telephony provider is Telecom Argentina.

Im not telephony guy, im just a software developer and my english is limited so
i try to put this in simple terms.

We currently have several problems with our Genesys OCM implementation, most of
those problems comes from the fact, that the abandoned calls (client called by
OCM hangs up) are not detected, so they continue in the system until an operator
answer the calls, discover there is nobody in the other side and hangs up his
phone. This alters statistics, consume unnecesary resources, low operators moral
and in general causes that genesys is not been so productive as people that
decide to buy it think.

Researching the problem with speciallysts we find that is our provider (Telecom
Argentina) who doesnt send the hang up signal when the call is established
between 2 diferent regional PBX, they say is for national regulation there is an
organism (CNC Comision Nacional Comunicaciones) that establish 1 minute, 30
seconds of delay in the hang up signal between regional PBXs, so putting this in
an example:

Our OCM calls a customer and the customer answers the call, he for some reason
hangs up before tha call is routed to an agent (operator), then the regional PBX
of the customer delays the hang up signal 1 minute, 30 seconds so in our Genesys
the call is routed to an agent and when this agent answers the call is marked as
'Answer'.

We dont know how to handle this problem...

Anybody have the same issue ?
Do you find some work-around ?
We have to give-up ?

There is something to configure in the Genesys Platform that can help ?
There is something to configure in the Alcatel OXE that can help ?

Anybody from Argentina that uses Alcatel OXE and Genesys OCM ?

Thanks for your time!

[cavagnaro]

Hi eferreyra,
I remember i mentioned you that will have this issue on another post. The problem is not OXE and far less Genesys.
The main problem is your TelCo. We have the same issue, same on Mexico, same on Chile, same on Honduras, etc.
Unfortunately there is nothing that the OXE can do to "guess" if the call is really on or not as the Public Network is the one that advices when this hangup happens.

En resumen che, no hay nada que se pueda hacer por lado de OXE. Yo conozco un par de implementaciones hechas allá y te aseguro que existe el mismo problema, ahora la cantidad en verdad debe de ser mímina, y lo que el agente debería de hacer es lanzar un reagendamiento.

What agent should do is to Reschedule the call.

Regards

[eferreyra]

Thanks Cav, i really appreciate your help, now we really understand the problem i promise other people give a last shot in the Alcatel and Genesys forums to see if there is some way.

I think its a really annoying problem, also hard to say how this afects genesys statistics in OCM and CCPulse...

There is some provider that you know without this problem in Latin America?

The reschedule may work for indebted people (creo que asi puedo decir "morosos" o "deudores"). But i dont think for telemarketing... anyway not my decision...

Gracias che, espero que todo haya salido bien ahi despues del terremoto.

[cavagnaro]

Normally new TElcos have received old Public PBX with old infrastructure (cober) and it's really expensive to do the upgrade to FO or upgrade the PBXs where the normal users are simple home users, that is the main reason on LA the problem is very frequently. New PBXs works fine but implementation is very expensive for them and as problem is really really a small proportion, nothing can be done. IMagine that you ask your Telco to solve the problem, that would involve thousands of $$$$$, your bill as much is $ to them, so numbers do the math.

Y si reconstruyendo las ciudades despues del terremoto, ahi vamos apoyando en lo que se pueda. Nos vemos...

[ronaldgrice]

Thanks for valuable info. these tips will help me a lot.