Genesys CTI User Forum

Hello,

Is anybody know why, when I use Genesys during an Outbound Calls Campaign, the calls are not distributed equitably between the agents ?

Some of agents receive more calls than others...

Thanks,

toumtoum

Thanks for your help Tony,

List of my component versions :
OCM : v6.5
OCS : v6.5.2
CPD : v6.5.2

toumtoum

Vic there are quite a few "constraints" within 6.5, fixed at 7.2. First suggestion is to upgrade to 7.2.

Aside from that, there are Options to be considered when implementing the OCM Campaign Component, which include;

FIFO (First In, First Out) call delivery (Agents are delivered calls in the order they are listed by ACD Number)
Agent Availability (Number of Outbound Calls taken, versus time on Outbound Calls, etc.)

Perhaps if you create a CCPulse View to show time on calls, versus number of calls, you can see why OCM has determined which Agent to deliver to, next.

Tony

Are you using URS or ACD to transfer the call to the agent?
If you are using URS, please check the targetobject in the strategy for the statistic used to select an agent.

Also, what are you using for dialingmode and optimized parameter.

My guess is:

you are using URS to distribute the call and your statistic in the target object is probably not the right one. Check where the call is being routed for your AgentGroup, PlaceGroup assigned to the campaign and see how that DN is set to distribute the calls.

To be frank, I do not recall FIFO setup for OCS. I have checked the manuals and could not find anything there either: Tony, are you talking about ACD settings?