Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: rolf_b on May 04, 2017, 12:01:46 PM

Title: Counting inbound and transferred consult calls
Post by: rolf_b on May 04, 2017, 12:01:46 PM

Hi,

I have a situation where we want to count the calls that are received by an agent, and we want to count:
- received inbound calls (routed or direct)
- received consultation calls (via RP or direct)
- consultation calls that have been transferred to the agent.

Standard use case is that a customer calls Agent A, then Agent A makes a consult call to Agent B and then, after a briefing, transfers the call. We want this call to be counted only ONCE at agent B, but currently, it is called twice. First increment happens when Agent A transfers the Call, the second increment happens when the customer disconnects.

This happens only for single-site transfers, the log shows that the ConnID changes after the call is transferred (this seems to make Statserver believe that there is a second call).

In a multi-site transfer, the ConnID at Agent B stays the same.

What can we do to count the call only once in the single-site scenario?

Thanks
Rolf

Title: Re: Counting inbound and transferred consult calls
Post by: Kubig on May 04, 2017, 12:38:51 PM

Use DCID

Title: Re: Counting inbound and transferred consult calls
Post by: rolf_b on May 04, 2017, 12:48:13 PM

I'd love to :)

What do I have to do? Add a Formula=DistConnID entry at my statistic definition? This had no effect. And I think I would need the opposite function to DistByConnID, because I must count two connections as one (ConnID1 - the customer, ConnID2 - the consult call from Agent A).

Or did I misunderstand you?

Greetings
Rolf

Title: Re: Counting inbound and transferred consult calls
Post by: cavagnaro on May 04, 2017, 12:51:06 PM

If the transfer was made to something that was not Genesys monitored and then comes back, a new CONNID will be created, therefore, will be considered as a new call.
Check your TServer logs following the whole call and check it out.

Title: Re: Counting inbound and transferred consult calls
Post by: rolf_b on May 04, 2017, 12:59:57 PM

No, we only used an external phone to create the incoming call, and then two agent phones at the same SIP server. The calls didn't involve the routing server. In this scenario, the agent who received the consult call sees a ConnID change when the transfer is completed, and I think that this causes stat server to count two calls.

When we used agent phones at two different SIP servers (and different switches with different trunk numbers), the count was okay.

Rolf

Title: Re: Counting inbound and transferred consult calls
Post by: cavagnaro on May 04, 2017, 03:56:18 PM

Can't be...Genesys only changes ConnID with a new call...post your logs

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