Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: davidw on January 22, 2008, 06:56:41 PM

Title: Outbound-nonACD Call Statistics
Post by: davidw on January 22, 2008, 06:56:41 PM

Issue: after upgrading to the Gensys 6.2 soft phone version Outbound statistics are not captured any longer. Using Quick Launch 6.2 with an Algo Tapi. Calls show in CCP as Call Dialing but never rolls to Outbound. Then when looking at the reports in Quick Track there are no Outbound calls logged.

version: Quick Launch 6.2
Tapi: Algo 5005
PBX: n/a

CCP shows the agent state as Call Dialing for entire duration of the call. CCP doesn't reflect the Outbound call. Verified the Algo settings, verified the QL settings, the only change made was the upgrade.

any suggestions would be greatly appreciated!!!!

Title: Re: Outbound-nonACD Call Statistics
Post by: cavagnaro on January 22, 2008, 07:25:39 PM

What in the earth is quick launch??? Never heard of that product and less involved on Outbound campaigns...

Title: Re: Outbound-nonACD Call Statistics
Post by: davidw on January 22, 2008, 07:43:15 PM

QuickLaunch items consist of a desktop application for agents and supervisors, predefined tenant
configuration data, predefined strategies, and predefined and prerecorded announcements.

it may have been designed for Lucent tech.

Title: Re: Outbound-nonACD Call Statistics
Post by: cavagnaro on January 22, 2008, 11:24:34 PM

Lucent? Alcatel-Lucent? I work with it and never heard such product. How old is this? We have OmniGenesys, CCO, CCA, etc but not that product.
Or you mean Avaya?
Bell Labs splitted on two, Lucent and Avaya. Avaya kept the PBX part, and Lucent only data and market of old Bell Labs.
Later, Alcatel "merged" with Lucent and Alcatel-Lucent was created.

So maybe your product is for Avaya or got on the limbo...