CCPulse counters resetting

[Louisa Winn]

We are using Genesys 6.5 with a Meridian switch (communication to switch via symposium).

Call comes into the switch and is sent direct to VTO for welcome message. Following the welcom message the call is passed back to the switch for music. If a call is answered or abandoned at this point the time to answer / abandon is correct.

If no agent is available the call is passed back to VTO for another announcement and back to the switch following the announcement. If the call is now either answered or abandoned the time to answer / abandon has been reset to zero once it is passed to the switch.

Can anyone advise how to stop this time to answer / abandon / distribute counter resetting.

Thanks.

[cumi]

A call scenario you described is a typical RORA (Redirect on No Answer). The question is, how do you do this. I think, you can not redirect a call with meridian, you have to pich it up, put on hold, make a transfer etc.....

Once the call has left the queue and been queued it again, the answered and abandoned time will be reseted.

For the first time in queue, you will not get any time, because the call has not been answered or abandoned, but queued again. You can check the number of: entered, distributed, abandoned, answered calls. You will find, that entered > abandoned + answered!.

We solved this problem with using attached datas. The softphone attaches something like "will be queued again" and we filtered it in the queue, so we could later see, how many calls were queued twice or more...

Calculating the "total" answer time, can be done (I think) only wiht Callconcentrator, but the calculation method is also very complex!

hope this helps

cumi