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Sean H

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Call not transferred to agent but to switchboard
« on: January 01, 1970, 12:00:00 AM »
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Hi all,

This is my first entry on this site so be gentle with me !

I seem to have an issue, whereby a call comes into Genesys and we match the callers number aginst an Oracle table to decide whic group of agents will get the call.
The call then gets a welcome message played by VTO, and then the call waits to be distributed to an available agent.
After 60 seconds, another message plays explaining that the agents are still busy, and they then listen to more 'painful' switch music.

But, then the caller stated to me that he heard ringing on the line, and for some reason, the call was actually answered by the onsite switchboard operators, who manually routed the call back to us.

we have recently been told by Genesys to upgrade to URS 6.5.110.17 and have also upgraded statserver.

Does anyone have any gut feeling as to what may be causing this problem ? Genesys have the Tserver abd URS logs to look through.

I would be interested in any thoughts from you guys out there....

TIA
Sean
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Marked as best answer by on Today at 04:16:36 PM

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  • Guest
Call not transferred to agent but to switchboard
« Reply #1 on: January 01, 1970, 12:00:00 AM »
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    • Maybe the classic issue the call was distributed to an agent who had configured a forward on his phone set (after a few ring tones) to the switch operator?
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    Sean H

    • Guest
    Call not transferred to agent but to switchboard
    « Reply #2 on: January 01, 1970, 12:00:00 AM »
    Hi there,

    I certainly hope not....i will check out the logs further to see if i can ascertain fully as to what happened as i seem to be waiting rather a long time for Genesys to respond............

    Thanks for the pointer.
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    Kevin

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    Call not transferred to agent but to switchboard
    « Reply #3 on: January 01, 1970, 12:00:00 AM »
    The other thing to check make sure that the caller is receiving treatment (ringback) while the Oracle lookup is taking place I think it's "give_treatment = yes", but I forget if it's URS or TServer option.

    I know in a Nortel environment, if the call is not receiving treatment for more than 4 seconds the PBX will take control of the call and default route it. The give_treatment option provides ringback to the caller until we give it something else (messaging, music, etc).
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    Sean H

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    Call not transferred to agent but to switchboard
    « Reply #4 on: January 01, 1970, 12:00:00 AM »
    Hi Kevin,

    I will check out what you say in the logs well as best as i can considering the wealth of information in the logs.

    The site that i am working on is running a Nortel Meridien switch (rel 25 seems to ring a bell !) so this may be another issue but hopefully i will hear something back from Genesys today.

    Sean
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