Genesys 6.5 OCM - Can we run mulitple campaigns for different agent groups

[gcs-freedom]

Hi All,

We have Genesys 6.5 OCM - Can we run mulitple campaigns for different agent groups using different calling lists at the same time on the same dialer?

When we tried to run 2 different campaigns with 2 different agent groups using 2 different calling lists at the same time on the same dialer, the dialer was very slow. Agents had to wait for 7 to 10 mins between calls.

We had a old campaign and this was working fine.

We created a new campaign with new calling list and a new agent group assigned to this new campaign. So all agents assigned to this new campaign were waiting for 7 to 10 mins between calls.

Any ideas what might be causing this and how we can speed up the dialer?

Thanks,
Gcs-freedom

[Kubig]

It depends on your OCS configuration,if you use OCS in Preview,Predictive,Progressive,..., mode, on your campaign groups configuration and many more things. You have to be more detail when you describe your solution and needs.

[cavagnaro]

Old Genesys was not efficient for that...just 8.1 version has more adjustment to such environments and more conditions.

[Kubig]

I think that 7.6 version is able to provide more conditions,but not in a base install of OCS,rather customization OCS solution. So,I have to agree with cavagnaro,that the R8.1 is simply efficient for these purposes

[gcs-freedom]

Thank you Kubig & cavagnaro for your inputs.

1. Firstly, the OCS run in progressive mode. When you say about campaign groups configuration - can you please say what you are referring to and i can provide the details.
There are different agent groups and each of the agents in those groups log into different campaigns at the same time using a customized desktop app.

2. Here business don't want to upgrade their dated genesys 6.5 systems, but they want to run more than one campaign at the same time.

[cavagnaro]

Genesys rule was: One single agent can't belong to more than 1 running campaign at the time (this changed over the time...kinda...)
So, you can have N campaigns running as long as they don't share agents (AGENTS, not agent groups, as one agent can belong to many GA)

[gcs-freedom]

cavagnaro - You are right.
We have different campaings accessed by different agent groups (no agents overlap with other groups) using different calling lists running at the same time.
Not sure whatz causing slowness in dialer speed.

Thanks,

[cavagnaro]

Well...can be many things my friend...agents going to NotReady, customers not answering, wrong numbers, PRI lines saturated...etc
You need to analyze the whole platform...no single log file will ever tell you: SOLVE THIS>> never...

[gcs-freedom]

Hello Everyone,

We have Genesys version 6.5.001.06


1- I'm able to log-on into blue phone without any issues
2-the status is changed from not ready to ready is effect fine in CCPulse
3- If you changed the status from Ready to not Ready not effect to CCPulse
4-No error in Red phone


Could you please help me as fast as you can. Thanks for your help.
GCS-Freedom

[cavagnaro]

So
You bring back a post from 3 years ago
No details on environment
No logs
Only you know which "blue" and "red" phone you are talking about

Sorry buddy, magic crystal balls are out of service right now

[Adam G]

Is the Blue Phone for Batman - and the Red Phone for Superman?  There's you problem....

[Fra]

[quote author=adamgill link=topic=7529.msg39449#msg39449 date=1432027064]
Is the Blue Phone for Batman - and the Red Phone for Superman?  There's you problem....
[/quote]

Nope -  the red phone is the hot line between the US and Soviet Union.

[cavagnaro]

[quote author=adamgill link=topic=7529.msg39449#msg39449 date=1432027064]
Is the Blue Phone for Batman - and the Red Phone for Superman?  There's you problem....
[/quote]

Hahaha wasn't the Red for Batman? XD at least on all series haha made me laugh

[Adam G]

I feel bad now - I want to help this guy but there is absolutely no context or detail in his question...

Red or Blue Phone makes no difference - if some of your extensions are updating Status on CCPulse, then they are configured correctly.  If the Status does not update in CCPulse, then you need to look into the settings for the PBX/ACD, DN, Extension and possibly your Templates/Workspaces/Views in CCPulse.

If you could provide the next level of detail, then we might be able to offer more help!

...or you could call Batman...

[cavagnaro]

More funny is that he is the OP. So, after so long no basic troubleshoot techniques. This doesn't bother me on the point that I wanna help but don't know how. Bothers me the fact that people expect magic from others. They don't make any effort at all to try to solve their problems.