Genesys CTI User Forum

All,

We have a Nortel 81c w/ Symposium and our reporting suite is CCA 6.5.x. We recently upgraded to TServer 7.1.x in order to resolve some issues with hung DNs, VTO ports, etc...

Since that time (10/27), our reports have been off siginficantly. For example, for the time period 10/1 10/26, (Entered 14 = Answered + Abandoned + Aband @ Ring + Cleared). During this time, only 14 calls were unaccounted for. For the time period 10/28 10/31, the difference was 790 calls for those 4 days. During these 4 days, 790 calls were unaccounted for.

We are also having significant issues with our agent reports (Agents showing calls answered when they never logged into the phone, etc...)

Where could the calls go? Has anyone else experienced problems like this with TServer 7.1?

We have checked all of the strategies, VQs, applicable statistics on stat server, DMA, ETL, etc... and have found no indication of a problem. Additionally, I have an open ticket with Genesys on this and they have not been able to offer any suggestions yet either.

ANY aid on this would be greatly appreciated?

Thanks!
Mike

7.1.002.02

We attemtpted to upgrade to 7.1.003.03 but during testing uncovered a problem with TServer sending multiple messages causing calls to ring on a DN and then be taken back (by TServer) and re outed to another DN.