Genesys OCM Calling List - Agent Error Message

[PaulB]

First post so sorry if this seems like a dumb question, but here goes anyway:

Following the successful running of a campaign using our Genesys outbound dialler, several records in the calling list associated with the campaign are being updated as Record Status = AgentError.  The records themselves seem fine and on questioning the agents they have claimed to be doing nothing out of the ordinary to cause this?

Does anyone have any idea what could be causing the record status to update as Agent Error?  I would say out of a calling list of 1000 records about 50 recieved this status, the rest were marked as Record Status = Updated.

Any help to narrow this down would be aprreciated.  Thanks!

[Fra]

Hi Paul and welcome here.

I'll avoid that somebody may reply with a RTFM 
Basically what OCS is saying is that some of your progressive\predictive calls are diverted to an unknown\unmonitored DN; in order to track each outbound call and mark its result properly, OCS needs to register all the DNs involved in a campaign, that is where an outbound call can drop on. If for any reason it is not aware of them (not registered, not even created in CME etc), it can't receive any event related to the call. What you may want to do is to check URS logs and then amend your strategy.

Hope it helps,

Fra

[PaulB]

Just had to google what RTFM stands for!  I'll avoid starting a post with that in future! 

Right ok, so its just a configuration issue then.  I wasn't sure if it could have been caused by agents ending the call using their phoneset for example.  I'll examine the logs and try to establish which DN the call was presented to and see if that is missing from the CME config.  We have had significant office re-orgs of late so it is quite possible an agent could be logged into unmonitored place.

Thanks very much for the help, I'm grateful to you.  And thanks for not giving me a RTFM too!  And apologies for the lateness of the post, its only 15:20 over here in Newcastle, England!

Thanks again.......

PB

[Fra]

No prob at all 
Lateness? you reaction time was 14 mins and here too, in London, it's 3 pm ish