Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: RCo on May 06, 2009, 02:14:05 PM

Title: Preview calls are not consistently recording an attempt
Post by: RCo on May 06, 2009, 02:14:05 PM

we just recently started using Preview dialing with one of our business groups; CCPulse is showing me the number of records processed; but when I go into OCM and look at the call list, the attempt field almost always has zero; I would have expected to see a "1" for each Preview attempt.  Are my users not clicking the correct things in GAD?  I have them clicking "Disconnect" then "Mark Done" when they are finished.

Title: Re: Preview calls are not consistently recording an attempt
Post by: cavagnaro on May 06, 2009, 05:53:13 PM

I believe it could be because it is not OCS dialing DNs the ones dialing but your agents, for attempts you will have to see that stat in your agents.

Title: Re: Preview calls are not consistently recording an attempt
Post by: René on May 07, 2009, 04:02:10 PM

I would say the agents select wrong call result thus OCS doesn't update calling list properly.

R.