Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Cliffthedragon on July 30, 2008, 03:58:34 AM
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Has anyone experienced the incorrect CTI data arriving at an agent? i.e. the caller and the CTI data are mnsmatched?
Regards ???
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No never, check TServer logs to try to see what happened, are you sure you are monitoring right DNs?
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Sounds like 2 agents have logged into the wrong place\position. So agent B is getting agent A's calls and vice versa.
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Thank you for your interest.
It appears that the Tserver see a short call and registers the hang up, but the isvr ext does not and timesout.
Regarding agent position, this happens quite rarely, but regular enough to be a worry. It is not happening to the same agent. Would that eliminate the agent position a a cause?
Thanks
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??? Maybe if you share your logs we can see sometihng more and explain your scenario
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Whenever we've had this problem, agents have logged into their CTI application with the wrong extension. Then the agents at that extension gets the screen pop. This is particularly likely to happen when some agents log in with desktop CTI and others log directly into the phones. If you have logs on the agent PCs that show where they're logged in, this will help you debug it.
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Hi,
upload the logs, because this way we can answer it without shooting blanks in the dark :)
Chances are it is a login problem, because unless you use some sort of exotic PBX and Genesys mix, the short call problem you have described would have been taken care in version five :)
Best regards,
Vic