Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: AJ on July 10, 2007, 02:39:02 PM

Title: Double Screen Pops
Post by: AJ on July 10, 2007, 02:39:02 PM

PBX/ACD:  Nortel Option 81c Symposium 5.0
TServer Succession MLS/1000
CRM: Epiphany
Centralized Processing:  
Routing Scenario:
Calls come into Site A and get transferred to Site B for IVR Processing
Calls get transfered back to Site A to agents

Issue:  
While an agent is on a call and places the call on hold, they get a blank screen pop with no caller, the original caller is there, but now the have two inbound phone tabs and have to close out the blank screen pop.

Any ideas?  

The issue might be the TServers are not near the switch but centrally located.  The call center experiencing this issue is the on that is farthest away.  We were told to upgrade to 7.2 (TServer to resolve this issue and still get the blank screen pop), but it cleared up the stuck call state

Title: Re: Double Screen Pops
Post by: victor on July 10, 2007, 02:53:25 PM

Few quick questions:

1. what event is your screenpop based on?
2. can you dump the log for that call?

My initial guesses would be that EventEstablished causes this, but then it would happen on all sites and not only one :-\

Must have log. :>

Title: Re: Double Screen Pops
Post by: AJ on July 10, 2007, 03:03:39 PM

Vic,

Screen pops are triggered off of EventEstablished.  Where can I send you the logs or how can I send you the logs?

AJ

Title: Re: Double Screen Pops
Post by: cavagnaro on July 10, 2007, 04:58:44 PM

Post them here and the agent involved and incoming number to trace clear.

Title: Re: Double Screen Pops
Post by: AJ on July 10, 2007, 05:17:36 PM

Here is the first of three parts of the logs and agent information.

Title: Re: Double Screen Pops
Post by: AJ on July 10, 2007, 05:18:58 PM

Part II

Title: Re: Double Screen Pops
Post by: AJ on July 10, 2007, 05:21:49 PM

Part II w/ attachment

Title: Re: Double Screen Pops
Post by: AJ on July 10, 2007, 05:23:28 PM

Part III

Title: Re: Double Screen Pops
Post by: AJ on July 10, 2007, 05:24:58 PM

Part iv

Title: Re: Double Screen Pops
Post by: cavagnaro on July 10, 2007, 05:42:54 PM

but the double screen is in your CRM, i thought it was on GAD or something.
What i would check is the CTI application that launches the code on your URL and see on which event it is triggering it, can be ringing, can be callestablished, can you post your code that launches the URL?

I see:
AttributeUserData [438] 00 13 00 00..
'WeekDayOpenHour' '7'
'WeekDayCloseHour' '7'
'WeekEndOpenHour' '8'
'WeekEndCloseHour' '1'
'MemberTransferPoint' ''
'ProviderTransferPoint' ''
'BackendScript' 'Backend-BlueChoiceMbrSvc'
'ServiceOpenClose' '1'
'VTO' 'RRSC_P_VTOPlaces.GP'
'CDN' '3407'
'DNIS' '3407'
'InitialScript' 'Initial-OpenHours-BlueChoice_1'
'Myscript' '624'
'ScriptName' 'Initial-OpenHours-BlueChoice_1'
'PegTD' 2
'PegDOY' 1
'PegDOW' 1
'EAP' '624'
'VruChoice' 'Member'

Is all the data on the Ringing event so maybe you are triggering the URL too early.

Title: Re: Double Screen Pops
Post by: AJ on July 10, 2007, 05:53:27 PM

The screen pop is on event established.

Title: Re: Double Screen Pops
Post by: cavagnaro on July 10, 2007, 05:55:18 PM

Can you please post your code?

Title: Re: Double Screen Pops
Post by: AJ on July 10, 2007, 06:21:52 PM

I spoke with the Epiphany CRM folks they state it out of the box code, they didn't have.

Title: Re: Double Screen Pops
Post by: cavagnaro on July 10, 2007, 07:25:25 PM

Uh?
Let's see, Genesys TServer is only indicating what is happening on the object that Epiphany softphone is monitoring.
So, What does Epiphany logs say when launch the blank inboudn call? which UData are they using?