Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: CCPulse on October 01, 2007, 10:09:28 AM

Title: CCPulse
Post by: CCPulse on October 01, 2007, 10:09:28 AM

genesys 7.2, One RP, One Group of Agents.
VoiceQueueReport on the RP shows FORWARDED 87 for period of time.
GroupsView shows TransfersMade 328 for same period of time.

There is very simple strategy runing (RP->Target->Agent).

From docum I can not investigate what is exactly different between Total_forwarded and Transfer_made. When Total_forwarded is counted?

Doo-Bop

Title: Re: CCPulse
Post by: tony on October 01, 2007, 12:01:34 PM

hmmmm...  Total_Forwarded isn't defined in the StatServer standard stats, (to my knowledge), so it is perhaps a composite statistic?  Can you export a .cfg and extract the defintions of Total_forwarded and also Transfers_made from the Options in your StatServer, so we can have a look?

Also, you mention that you have a simple strategy for routing from an RP to a Target of Agents - where is the Queue applied within the Strategy - on the Target or the RP (or somewhere else)?

Tony

Title: Re: CCPulse
Post by: Sylvainsjc on October 01, 2007, 01:22:53 PM

With Alcatel Oxe switch, calls fowarded are calls that are "taken over by switch".

This means that when "routing" reach an agent and delivers call to him, if the agent don't answer the call, the pabx can reroute the call elsewhere, you'll find this call "fowarded" in CCPulse.

Title: Re: CCPulse
Post by: Doo-Bop-reply on October 01, 2007, 08:08:39 PM

Yes,
I did some tests. Result is : when incoming call comes via RP to an agent and agent does not answer the call, call comes to RP again or is forwarded to defined DN. In this case Statistic "forwarded" increases.
If agent put him self to forward state (to another number) and call comes to him, "forwarded" increase too.
No other scenario increases "forwarded"  statistic in my lab.

(test on the a4400,CCM5)

Doo-Bop

Title: Re: CCPulse
Post by: victor on October 01, 2007, 11:46:05 PM

I still wonder what "Total Forwarded" is, since I cannot find it in my CCP.
Total defaulted?

Title: Re: CCPulse
Post by: cavagnaro on October 02, 2007, 12:06:57 AM

You have to create the Stat Vic, by default it doesn't come on the StatServer default templates. Take a look to the stat server reference guide. For Nortel was those calls that also the agent didn't answer and were handled by the PBX

Title: Re: CCPulse
Post by: Doo-Bop on October 02, 2007, 06:34:16 AM

Total_Forwarded, page 654 of 72g_ref_rptg.pdf. I thing it is standard. It was provided by express 4.2 in my case.

Doo-Bop

Title: Re: CCPulse
Post by: cavagnaro on October 02, 2007, 07:27:55 AM

Hum Express 4.2 not tested, but on 4.1 it was not there...