Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Anitya on November 21, 2007, 04:25:02 PM

Title: Blind transfers lost audio
Post by: Anitya on November 21, 2007, 04:25:02 PM

Hello,

i have a little problem with the blind transfers in my plattform.

We have 3 buildings that are interconnected, with a Cisco CallManager in each of them. We have installed Genesys to control the Call Center. The case is the following:

If I make a call from Building A to Building B and B transfers the call (BLIND TRANSFER) to a Genesys Route Point, A can see the extension of the agent who receives the call, but no one can hear nothing.

I have been comparing traces, but nothing. Can anyone help me?

Thanks! ( and sorry for my english  ;D)

Title: Re: Blind transfers lost audio
Post by: mark on November 22, 2007, 09:19:34 AM

Hi Anitya,

Could you post some log files up, would be interesting to see what Genesys thinks is happening. I have a feeling that it could be a CCM problem, which may be hard to diagnose as CCM logs are not quite as clear as Genesys logs!!
Also, what version of Genesys are you running (t-server / urs) and what version of CCM?

OT: nice choice on the Arnie pic :D

Mark

Title: Re: Blind transfers lost audio
Post by: René on November 22, 2007, 08:16:22 PM

Anitya,

I would suggest you to check CCM configuration because Genesys doesn't affect audio channel directly. Of course, it's possible that some kind of routing requests could confuse CCM in a way that CCM "forgets" to connect audio channel ;)

Could you try to simulate the same call-flow scenario without Genesys being involved? I know it isn't easy because of limited CCM routing features but it could be helpful.

Where is an agent who receives the call after being transferred by agent B located (site A or B)?

René

Title: Re: Blind transfers lost audio
Post by: Anitya on November 23, 2007, 09:04:11 AM

Hi,

i have TServer 7.0.202.07 and URS 7.0.101.03. The CCM version is 4.1(3). I'll try to post some logs files.


[quote author=René link=topic=2598.msg10159#msg10159 date=1195762582]
Anitya,

I would suggest you to check CCM configuration because Genesys doesn't affect audio channel directly. Of course, it's possible that some kind of routing requests could confuse CCM in a way that CCM "forgets" to connect audio channel ;)

Could you try to simulate the same call-flow scenario without Genesys being involved? I know it isn't easy because of limited CCM routing features but it could be helpful.

Where is an agent who receives the call after being transferred by agent B located (site A or B)?

[color=red]The agent who receives the call can be anywhere ( site A,B or C). The only way the transfer don't fails is :

- The phone that make the transfer is in the same building than the ACD which receives the transfer (if I transfer the call to a person direcly, it works fine)[/color]
René
[/quote]