Calls fall back to default.

[Marco]

Hello,

We have a problem with call that fall back to default of the CDN.
Some call are falling back from Genesys and some calls are falling back if there are not yet been in a Genesys strategie.
We know that if URS not answer to the Meridian link in four seconds the call goes in default of the CDN (Route Point).

Does anybody have the same problems and knows a answer to.

All ready thanks for the help.

Marco

[Vic]

Marco,

you are right about the foursecond delay. In reality, it is more like two seconds. If URS does not issue some kind of command (like RequestGiveRingback), PBX will drop the call to default.

What do you mean some calls get passed and some not?
One thing thatr I can think of is that you are using a twostep transfer and have your IVR transfer the calls to the routing point. In this case, if IVR fails to complete the transfer before the call arrives to the new RP, URS would drop the call to default unless you have route_consult_call = TRUE .

Why don't you post the part of the log where call arrives to CDN and then is dropped to default? I think it would be much easier for all of us to know what is happening then.

[Kevin]

There are a couple things you can try, that have worked for us:
1. For any CDN that receives a call from an IVR, set route_consult_call = false and give_treatment = true. This will give the IVR the chance to complete the transfer without the PBX taking over the call, because there is activity during the transfer (the ringback from the give_treatment command).
If callers need to transfer calls to the same CDNs, make sure they are aware that they cannot do a "warm" transfer to another team handled by a CDN.

The other thing to make sure if is that you're not trying to transfer a call that is already in a transfer state. For example, if the IVR is transferring the call, and route_consult_call = true, VTO (I'm assuming you're using it in a Nortel environment) may have control of the call and try to transfer it to an agent before the IVR is completed its transfer. This can cause the call to be taken over by the PBX.
2. If there is a call coming from an IVR, try a blind transfer (one step) instead of a twostep.

Also, make sure the human factor does not come into play we have found agents to be very creative if the transfer calls, by sending calls through the console and having the console route the call to another team.

[Vic]

Marco,

were you able to determine the cause and fix the problem?