Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: cavagnaro on June 16, 2008, 05:33:49 AM
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Hi guys,
I'm facing a problem here, as you know OCS as by default doesn't support to apply filters to their statistics, at least as far as I have tried and tested many many times up to version 7.5. For example, if I have a Calling list with user field segment with values A. B and C, would like to know how many calls of each segment were dropped, abandoned, had more than 4 attempts and were finally answered, all of this would help to measure outbound filters, ways of dialing, agent groups dimensioning, route design, etc etc.
Do you know or have achieved somehow to do this? Maybe with ICON/InfoMart/etc etc????
Thanks for any input you may have
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Hi Cavagnaro,
I have one idea but it definitely won't cover all your requests. It should be possible to create multiple calling lists with dialing filter applied that share the same data (database table). Then you will be able to get separate statistics for every calling list.
Example
- create one physical table and import all records to it
- define three dialing filters based on segment attribute (customized table format)
- create three calling list over the same physical table (Table access in CME) and apply filters to these
- using CCPulse you can monitor statistics like dropped, abandoned etc. separately for each calling list.
I can't guarantee you it will work as I haven't seen OCS for a while...
R.
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Hi René,
Thanks for the ideas, if this sounds doable, it is not productive...imagine I have 20 filters...I'd have to do 20 lists and beg that the customer doesn't fail when changes dialing filters per list because he now wants to call cell phone numbers instead of office numbers....or stuff like that.
I'd like to create as usual my filter on DMA and the reports and let CCA or whatever take charge of doing it all...why is that Genesys after all these years can't complete this task of integration with OCS??? Sounds like a limitation of that "COMMON DN" component...but any solution?