Hi Guys, wonder if you can answer this quickly for me. I have put OCS live in our call center today with approx 20 agents. All other agents are using CM 5.1.
Everything so far has worked perfectly, except for the fact that it is dialling very slowly. On looking at the logs for OCS I discovered that it is saying I have a total of 10 ports available and so cannot dial any faster. This makes sense to me, but I can find no setting anywhere saying 10 ports.
I have channel_num = 0 in the annex tab of the switch in CME, and as far as I know it should be using all ports available.
Below is an excerpt from the OCS log:
Thu May 15 14:05:09 2003.981 Standard ronaldo ocs65 GCTI1250112 There is lack of 11 free
ports to dial 11 predicted calls. Total ports: 10
05/15/03 14:05:09.981> ACDGroup Message.
acdGroupDBID: 312. acdGroupName: CImsL_TSR_Campaign3. Queues: 4283(RP) 25083(Q)
GroupCampaign List:
Campaign DBID: 113. Name: CImsL_Campaign3. Mode: Predictive. VoiceDest: 4283. SentCalls: 16. D
ialedCalls: 9. SentEngageCalls: 0. NoRecords: 0.
Predictive data
Calls predicted: 0.
Expected values: Busy Factor= 0.963. Abandon Rate= 0.632. Wait Time= 1.000
Real values: Busy Factor= 0.295. Abandon Rate= 0.001. Wait Time= 62.349
Current Statistics
Agents Total: 15 Ready: 11 Engaged: 0 BusyOut: 3 BusyInB: 0
BusyPaper: 0 BusyInt: 0 BusyRing: 0 BusyDial: 0 NotReady: 1 NotAvail: 0
Calls Outbound Dialed: 9 Queued: 0 Diverted: 1 Established: 4
Calls Inbound Queued: 0 Diverted: 0 Established: 0
History Hit Ratio: 0.433 Call Duration: 26.146 Dial Duration: 14.428 Dial NoContact Duration:
29.587 Inbound Traffic: 0.000
Last Forecast: 0 Really Dialed: 0 Additional Calls: 15464 Removed Calls: 0
Completed Calls Out: 773, In: 0. Abandoned Calls Out: 1, In: 0. Stale Calls 13
