Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: bonti on January 25, 2007, 01:53:41 AM

Title: Routepoint
Post by: bonti on January 25, 2007, 01:53:41 AM

Hi all,

We have a problem report in Routepoint, after ivr transfers goes to Routepoint and answered by agent in VQ. Why the report any value abandoned in Routepoint ? My assumsion if the call goes to the routepoint so automaticaly route to the VQ.

Please help me

Thanks,
Bonti

Title: Re: Routepoint
Post by: cavagnaro on January 25, 2007, 06:09:09 AM

Can you explain better your call flow?
The answer event on a RP occurs as it is a retrospective statistic from the Agent to the RP, for statistical purposes only.
What does the TServer logs and StatServer logs say?
Can you post a complete log from both (RP and agent) for TServer and StatServer?
The Vqueue is used mainly when you don't check the clear target option on the target on IRD or use IVR for providing external music while waiting.
I'd ask also you to extract the reports not from the RP but from the VQueue.

Regards

Title: Re: Routepoint
Post by: hary on January 25, 2007, 07:57:12 AM

Yes for the report customer care using VQ, in my strategy if Group Agent not available goes to music and voice treatment and check avalaibility GA again until 120Sec after that the strategy released call function. The first call goes to CDN/RP with the IRD like that and we want to knows and compare how many calls in RP and how many calls in VQ, because we have standard KPI 99,99%  :-\ transfer call from RP to VQ.

Will be appreciated to help.

Thanks

Title: Re: Routepoint
Post by: victor on January 29, 2007, 03:01:25 AM

why do I have abandoned shown in my CCP when IVR transfers the call through RP?
 
There are several reason why this can be, but my guess would be IVR's consult call is causing you to get an abandoned count. Chances are your ev-party-changed-for-cdn is false, right? Is your IVR a two-step xfer? If so, do make sure that mute-xfer-method is it set to 2step and ev-party-changed-for-cdn = on

CDN is usually what people say when they use Nortel, and if so I would really look at that option, because chances are it is off, and so, T-Server interprets EventReleased for consult call as abandon and not party-change.