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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Toni on February 15, 2007, 02:15:31 PM

Title: Total dialing number when agent is not ready
Post by: Toni on February 15, 2007, 02:15:31 PM

Hi everybody!

I've seen that when the agent is in not ready state, and he makes a call, the 'Total Dialing Number' doesn't increase, but if the agent is in Ready state it does.

Do you know what could be the problem?

I've searched along statserver documents, but still now, I couldn't find an explanation :P.

Thanks a lot!

Title: Re: Total dialing number when agent is not ready
Post by: Adam G. on February 15, 2007, 02:27:48 PM

hi Tony,

What's the stat definition you're using in Stat Server?

Pavel

Title: Re: Total dialing number when agent is not ready
Post by: ecki on February 15, 2007, 03:01:33 PM

Well, the answer is simple. You definitely have used statistic defined with subject equal to AgentStatus or PlaceStatus.
This has affected the way how the StatServer has approached to evaluation of the Agent/Place state. In your case the Agent was parallel in two states. NotReady and on OutboundCall.
In situations like this, the stat server then handle states according to priority of the particular state difined in priority status table for Agents. By default the NotReady state has higher priority than all call states and Ready state has lower priority then all call states. Therefore the stat server has ignored the InOutboundCall state when the agent was in NotReady and vice versa StatServer will ignored Ready state when agent is on call.

E.