Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: natlonehat on September 24, 2007, 07:23:56 AM

Title: Dials Made does not add up to results...
Post by: natlonehat on September 24, 2007, 07:23:56 AM: Hi guys,
I have this issue with the number of dials made is more than can be accounted for, so I made up a custom stat in Pulse as follows and named it drops_unknown:
Just today, after 5 hours of dialling, I have 11017 as the number for drops unknown. :o

Has anybody else had the same issue?

Can someone enlighten me as to why that happens... :(

(ccpulse.CallsReport.DialMade)-((ccpulse.CallsReport.Abandoned+ccpulse.CallsReport.AnswerMachine+ccpulse.CallsReport.Answers+ccpulse.CallsReport.Busy+ccpulse.CallsReport.Cancel+ccpulse.CallsReport.DoNotCall+ccpulse.CallsReport.Dropped+ccpulse.CallsReport.FaxModem+ccpulse.CallsReport.NoAnswer+ccpulse.CallsReport.NoRPC+ccpulse.CallsReport.SITDetected+ccpulse.CallsReport.SITInvalidNumber+ccpulse.CallsReport.SITNoCircuit+ccpulse.CallsReport.SITOperIntercept+ccpulse.CallsReport.SITReorder+ccpulse.CallsReport.SITUnknown+ccpulse.CallsReport.SITVacant+ccpulse.CallsReport.statistic("Transfer Errors")+ccpulse.CallsReport.statistic("Wrong Party")))
Title: Re: Dials Made does not add up to results...
Post by: mark on September 24, 2007, 09:15:46 AM: what call results are you seeing in OCM / logs?

Mark
Title: Re: Dials Made does not add up to results...
Post by: natlonehat on September 24, 2007, 09:17:49 AM: Hi Mark,

Yes it is outbound,

I dont have the logs as we use a hosted solution.

Here are the stats that do show up -

ccpulse.CallsReport.Abandoned
ccpulse.CallsReport.AnswerMachine
ccpulse.CallsReport.Answers
ccpulse.CallsReport.Busy
ccpulse.CallsReport.Cancel
ccpulse.CallsReport.DoNotCall
ccpulse.CallsReport.Dropped
ccpulse.CallsReport.FaxModem
ccpulse.CallsReport.NoAnswer
ccpulse.CallsReport.NoRPC
ccpulse.CallsReport.SITDetected
ccpulse.CallsReport.SITInvalidNumber
ccpulse.CallsReport.SITNoCircuit
ccpulse.CallsReport.SITOperIntercept
ccpulse.CallsReport.SITReorder
ccpulse.CallsReport.SITUnknown
ccpulse.CallsReport.SITVacant
ccpulse.CallsReport.statistic("Transfer Errors")
ccpulse.CallsReport.statistic("Wrong Party")))
Title: Re: Dials Made does not add up to results...
Post by: mark on September 24, 2007, 09:19:25 AM: Yeah, noticed it was outbound once I opened my window up a bit more and noticed all the outbound specific stats :D

Do you have access to OCM?
Title: Re: Dials Made does not add up to results...
Post by: natlonehat on September 24, 2007, 09:20:05 AM: Yeah I do
Title: Re: Dials Made does not add up to results...
Post by: mark on September 24, 2007, 09:24:27 AM: do the dialled attempts for the calling list match that which you are seeing in CCPulse?
Title: Re: Dials Made does not add up to results...
Post by: natlonehat on September 24, 2007, 09:24:50 AM: Sorry, i do have access to it, and nothing out of the ordinary shows up, as in nothing there that is not in the calls report list...
Title: Re: Dials Made does not add up to results...
Post by: cavagnaro on September 24, 2007, 03:55:07 PM: WrongParty is exactly the same as NoRPC...
What is a Transfer Error??

What is exactly your problem? Numbers do not match? But against what?
Title: Re: Dials Made does not add up to results...
Post by: mark on September 25, 2007, 07:18:06 AM: I think its the volume of unknown drops that is the problem, rather than an incorrect comparison.
Title: Re: Dials Made does not add up to results...
Post by: cavagnaro on September 25, 2007, 07:50:06 PM: Hum, I'd check my strategy (cancel the call after it doesn't reach an agent group), my DNs and AgentGroup (OriginationDN) configuration, my PBX settings, check traces from PRI line and identify the unknown dropped....