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kkk

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Call to agent in "not ready status"
« on: December 10, 2007, 10:31:30 AM »
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dear all,

the context: nortel pabx, genesys 7.2

the agent is in "not ready" status but he reiceve the call.

please help me.

thank you in advance.

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« Last Edit: December 10, 2007, 10:55:55 AM by kkk »
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Offline unfaced

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Re: Call to agent in "not ready status"
« Reply #1 on: December 10, 2007, 02:50:21 PM »
i had a similar problem half a year ago. the problem was, that the URS received a routing timeout so that the PBX took the call and routed to a agentgroup physically.

So check out your URS Logs if there are any routing errors.
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kkk

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Re: Call to agent in "not ready status"
« Reply #2 on: December 10, 2007, 03:47:30 PM »
I'll check it.

thank you.
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Offline Daimonas

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Re: Call to agent in "not ready status"
« Reply #3 on: December 13, 2007, 09:48:04 PM »
It could be that, or the agent received a direct dialed call. We get those all the time, agent went to lunch or on a smoke break, comes back, customer on phone.

Reason: customer dialed agent directly by agent login or extension, even though they are in a not ready state, the switch will still route calls to them. This is how Avaya works, might be diffrent on Nortel, but I doubt it.

Alternatively, the agent could have been out of sync with the switch. i.e they showed ready in Genesys but were in "not ready" state on the switch, in this case Genesys will still route the call to this agent if they match the routing rule.
« Last Edit: December 13, 2007, 09:49:54 PM by Daimonas (Robb) »
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Offline victor

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Re: Call to agent in "not ready status"
« Reply #4 on: December 14, 2007, 09:40:39 AM »
I have to second here with unfaced (and not only because he got a cool-looking Cartman icon). Chances that call was defaulted to the agent. Check the log for PegDEF "1" during EventRinging for that agent.
Also, since you have mentioned Nortel, ACD calls usually should arrive at ACD key, while URS routes the calls to extension. If your call arrived on ACD key, then you know for sure that it was defaulted.

Two main reasons are:

1. problem with routing strategy (treatment failure? -> look for (strange) in your Genesys logs
2. sometimes this happens when you have more than one call routed to the same agent (perhaps one was a transfer?)

Do you have logs to check this with?
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Offline Daimonas

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Re: Call to agent in "not ready status"
« Reply #5 on: December 14, 2007, 02:05:53 PM »
ACD Key??? Sounds so strange...Does Nortel have a ACD lock as well?
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Offline victor

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Re: Call to agent in "not ready status"
« Reply #6 on: December 15, 2007, 08:30:14 PM »
Daimonas: it is ACD position. For each phone, you have ACD position and extension :)
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Offline Daimonas

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Re: Call to agent in "not ready status"
« Reply #7 on: December 17, 2007, 01:50:03 PM »
ahhhhhh, now I got it...I have talked to a few people about Nortel setup's and they talked about the ACD position, I compare it to an agent login, but I don't think its the same? ACD position is additional to agent login or no?
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kkk

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Re: Call to agent in "not ready status"
« Reply #8 on: December 17, 2007, 02:29:08 PM »
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    • Unluckily at the moment I haven't got any log files about this issue.

    This issue seems to happen only by this steps:

    1. agent receives a correct call
    2. agent transfers the call to IVR (gvp+vo)
    3. agent sets himself in "not ready state"
    4. agent receive a call even if he's in "not ready state".

    thank you very much for your suggestions, I'll check them.
    « Last Edit: December 17, 2007, 02:36:37 PM by kkk »
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    Offline cavagnaro

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    Re: Call to agent in "not ready status"
    « Reply #9 on: December 17, 2007, 02:37:13 PM »
    BUt the call was internal? Customer Call?
    I had exactly the same problem with the same PBX and the problem was as stated the ACD key and also that some users had the good idea to transfer some customer calls to the agents directly.
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    kkk

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    Re: Call to agent in "not ready status"
    « Reply #10 on: December 17, 2007, 02:53:38 PM »
    There are Customer call, not direct agent internal number call.

    what is the "acd key"? thank you.
    « Last Edit: December 17, 2007, 02:58:17 PM by kkk »
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    Offline victor

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    Re: Call to agent in "not ready status"
    « Reply #11 on: December 18, 2007, 03:23:38 AM »
    I can see sooo many way for this to happen, but most likely:

    1. you are working on Nortel
    2. you need to set yourself to be NotReady during ringing, not after you hang up the call
    3. you need to set no-call-disconnect to 3

    Here is what I imagine is happening:

    When you agent receives a call, she is in Ready state. She then goes to Inbound Talk, and when she completes transfer she goes back into ready state. There is no ACW, so you need to make sure that you set your agent to not ready once he/she receives the call. Some genius at Nortel thought it would be fun to disconnect the call should agent press NotReady during the call, so you need to set no-call-disconnect option to 3 in order to avoid this.

    Tell me if you already have no-call-disconnect and issue NotReady on EventEstablished.

    Best regards,
    Vic

    [quote author=kkk link=topic=2642.msg10483#msg10483 date=1197901748]
    Unluckily at the moment I haven't got any log files about this issue.

    This issue seems to happen only by this steps:

    1. agent receives a correct call
    2. agent transfers the call to IVR (gvp+vo)
    3. agent sets himself in "not ready state"
    4. agent receive a call even if he's in "not ready state".

    thank you very much for your suggestions, I'll check them.
    [/quote]
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    kkk

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    Re: Call to agent in "not ready status"
    « Reply #12 on: January 08, 2008, 09:23:15 AM »
    Hi everyone! Best wishes.

    It seems StatServer sees the agent in a ready state...so UR Server made a RequestRouteCall to the agent DN.

    I thought about a time delay between softphone and genesys...if I'm not wrong softphone should be connected to Tserver...if agent set himself notready but softphone communicates notready state to TServer with a rilevant time delay...so genesys sees the agent still in ready state and route the call to him.

    What do you think about it?

    I hope I was clear enough.

    Thank you.
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    Offline unfaced

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    Re: Call to agent in "not ready status"
    « Reply #13 on: January 08, 2008, 11:08:41 AM »
    it sounds like your Softphone have some kind of communication problems with Genesys TServer. Could also be that the SPhone receives the not ready request but do not forward them correctly.
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    kkk

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    Re: Call to agent in "not ready status"
    « Reply #14 on: January 08, 2008, 03:00:52 PM »
    [quote author=Daimonas link=topic=2642.msg10426#msg10426 date=1197582484]
    Alternatively, the agent could have been out of sync with the switch. i.e they showed ready in Genesys but were in "not ready" state on the switch, in this case Genesys will still route the call to this agent if they match the routing rule.
    [/quote]

    I wonder...if the pabx sees the agent "not ready"...it shouldn't deliver the RequestRouteCall to that agent...should it???

    I think that the issue is in sphone/tserver communications...cause routing setting are default one, statserver is in the same host of UrServer (so no time delay)...it shouldn't be an acd call...so URServer makes a RequestRouteCall...maybe agent sees himself "not ready" in the softphone bar...but genesys hasn't receive communication yet.

    ???

    I'd like to understand if this issue is really related to IVR transfer call...
    « Last Edit: January 08, 2008, 03:04:44 PM by kkk »
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