Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Timmy in time on January 01, 1970, 12:00:00 AM
-
Genesys outbound solution for 7.0 offers several minor bug fixes over its 6.5 predecessor and is a pleasure to use.
Having said that, it seems like Genesys has modified product functionality during the upgrade and forgot to tell the world about it.
Environment
NEAX 7400
Genesys 7.0 with cpd server
During my test, I am using urs to route the call from cpd server to the agent and there are several issues that I find troublesome. Can someone please drop me a line and tell me if they are able to reconstruct this flow of events as well?
Problem #1:
1. cpd is placing a call to the party
2. agent is not ready
3. after the party answers, cpd does NOT transfer the call to the routing point, but keeps the call on its port until an agent is available.
Problem #2:
1. cpd places a call to a party
2. party answers
3. cpd issues a SingleStepTransfer to a routing point
4. urs receives the call and transfers the call to the agent by issuing requestroutecall
5. eventpartychanged is received by TServer with ThisDN equal to RP
6. eventrouteused is issued by PBX
7. eventringing is issued by PBX
8. InfoLink error is received
9. call is stuck in the ringing state
the problem seems to be eventpartychange and requestroutecall seem to be happening almost simultaneously, where transfer completes after call is routed away from the routing point, thus causing an invalid call state for the pbx.
Has anyone experienced something like this? What are some of the ways to deal with it?
-
Problem #1:
The CPD Server has no means to determine agent status and it does not care about it.
The CPD dials call out and trasnfers the call per a single request from Outbound Contact Server.
Based on above your conclusion about a reason of not trasnferring a call by CPD does not sound as correct.
Please contact Genesys Tech Support for the matter of this issue.
Problem #2:
Please try to use delay in the strategy before routing the call to compensate for race conditions upon trasnfer completion.
-
I agree with OCS on both #1 and #2; however, with #2, I wonder if there is a better way to do it.
Most NEAX (or APEX as they are called here in Japan) have the same problem. Adding a 500ms delay should do the trick in most cases; however, there still be some calls that will be dropped because they might need 600ms or 1 sec depending on PBX load.
One of the things I was considering doing (and I need everybody's help to verify it) is to use SuspendForEvent function in the strategy and set it to EventPartyChanged. Thus, the call would be suspended in the strategy until EventPartyChanged is issued.
But, wait, EventPartyChanged is not propagated by TServer to URS, is it? (To Genesys Technies: why is that???) Well, nothing to worry, since we can customize the DN to receive unmonitored events as well by adding the event name into the annex of the routing point!
Theoretically, it should work. Practically, I need some brave soul to try it out and get back to all of us.
Any volunteers?
-
Problem #2
You could set option routeConsultCall to false on the routepoint so this would force the URS to wait for completion of transfer before starting the strategy.