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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: hasitha on January 15, 2018, 10:44:14 AM

Title: Definition of "routed_other"
Post by: hasitha on January 15, 2018, 10:44:14 AM

Hello there,

I found out that , in infoview Queue reports there are some calls categorize under routed_other". But the document does not provide clear explanation of the term as always. Appreciate if anyone here could help me out on this to understand .
Thanks,
Hasi

Title: Re: Definition of "routed_other"
Post by: n3vek7 on January 16, 2018, 12:29:14 PM

Basically, It is routed_other when the call was routed to an "unmonotired DN".

Title: Re: Definition of "routed_other"
Post by: Fra on January 16, 2018, 04:05:49 PM

[quote author=n3vek7 link=topic=10833.msg49225#msg49225 date=1516105754]
Basically, It is routed_other when the call was routed to an "unmonotired DN".
[/quote]Usually not monitored by ICON.

Please check which GIM version you're running, as there was a GIM 8.0 version suffering from a bug, whereby calls answered by agents were incorrectly pegged as 'unspecified/routed_other'.

Title: Re: Definition of "routed_other"
Post by: hasitha on January 17, 2018, 04:29:40 AM

@n3vek7
Thanks for your reply , our GIM is 8.1. Btw , could please bit more elaborate about "un-monitored DN"  ? And any solution to fix it ?

Thanks ,
Hasitha

Title: Re: Definition of "routed_other"
Post by: cavagnaro on January 17, 2018, 10:20:23 AM

When you route to an external number for example, a cellphone, an extension on another pbx.
No way to fix as it is a rule, you only need to understand your call flow.

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Title: Re: Definition of "routed_other"
Post by: Fra on January 18, 2018, 08:42:14 AM

It could even happen in a multi-site scenario where your ICON is not connected to the target switch / TServer.

Title: Re: Definition of "routed_other"
Post by: hasitha on January 22, 2018, 09:05:07 AM

Appreciate all of your responses and those helps towards to find the solution , we suspect when Agent transferring some calls back to IVR if the caller select wrong menu and calls get dropped when it transferred those calls show in the report as route_other (in our case). Feel free to share your thoughts .

Title: Re: Definition of "routed_other"
Post by: cavagnaro on January 22, 2018, 11:40:20 AM

Then check your IVR, should not be sending elsewhere. Should be quite easy to replicate.
Only you can move forward with your platform and post TServer logs as much.


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Title: Re: Definition of "routed_other"
Post by: vmc on January 23, 2018, 06:13:43 AM

If a customer chooses "wrong" you shouldn't be dropping calls.  You need something to assist the customer or go back to an agent.  Are these maybe getting default routed because of a break in your flow somewhere?

What are your default destinations?

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Title: Re: Definition of "routed_other"
Post by: n3vek7 on January 23, 2018, 03:54:23 PM

[quote author=hasitha link=topic=10833.msg49258#msg49258 date=1516611907]
Appreciate all of your responses and those helps towards to find the solution , we suspect when Agent transferring some calls back to IVR if the caller select wrong menu and calls get dropped when it transferred those calls show in the report as route_other (in our case). Feel free to share your thoughts .
[/quote]

I think the agents should transfer to the correct destination and not to the IVR (again). Not good for the customer experience and ain't good for stats and the tracking of it.
- In my opinion, transferring into a queue directly will get more precise stats.