Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Kevin M on January 01, 1970, 12:00:00 AM
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We are using Genesys Outbound with an Avaya switch and are routing inbound and outbound calls through a blended strategy. We seem to have difficulty adding new agents and are wondering if anyone else has experienced this issue. The agents appear on OCM as available but do not receive calls.
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This rings a bell somewhere. I think someone mentioned that you cannot add agents to a running list and expect them to start takeing calls. The list or campaign may have to be stoppped and started before the agents are add to the target list. Just a thought.
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Thanks, I believe our team has stopped the list, even to the point of a reboot. They are working with Genesys now.
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I was going to say that the problem seems to lie with OCS not seeing new agents being added to your Agent Group when I realized something: whow do you distribute the calls to your agents? Are you using URS? And if so, are you using skillased routing, agent group, Virtual Agent Group, or what?
Here is how I would go about determining the problem:
1. determine how the calls are distributed to the agent. If the call is distributed via URS, place an internal call DIRECTLY to routing point and see if the call reaches the agent. If not, you know the problem lies with URS not being able to expand its target (usually happens when you are adding an agent to an Agent Groups or place groups with URS being of an older release.
2. If agents are seen as ready in OCM, change to progressive mode and check if a new outbound call is placed when a newly added agent becomes ready. IF it is generated then you know that OCS has successfully detected the new agent, so the problem is not with OCS not seeing agent state. In OCS log, check where the call is headed after the outbound call is placed.
If you could get back to us with that as well as with the version number of your product, we will see what else can be the problem.
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Thanks to those who offered help. Apparently, once my IT team rebooted the routing server, the issue was cleared up. So as a goforward, we will reoot that server each time we add or delete. I'm just a business side guy, so go figure. Thanks again for the help.
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Hi,
what is on that routing server? Stat and URS?