Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Vincent on May 07, 2009, 02:32:25 PM

Title: Progressive outbound has calltype 2
Post by: Vincent on May 07, 2009, 02:32:25 PM

I've been going through the logs of T-Server as there were some problems with the desktop application not giving a popup for progressive campaigns. The problem didn't occur for preview campaigns, which was very strange.

Within the T-Server logs i saw that during the EventDialling for setting up the call the Calltype is set to 2, which i think is inbound. As far as i know this calltype is set by the switch and communicated to T-Server, but the Aspect engineer i talked with couldn't find it in his logs. I looked at the T-Server documentation for Aspect, but couldn't find anything about it.

So should the calltype be 3 for progressive campaigns and what is the way to change it?

Title: Re: Progressive outbound has calltype 2
Post by: cavagnaro on May 07, 2009, 02:36:19 PM

Constant Value Description
CallTypeUnknown 0 The type of this call is unknown.
CallTypeInternal 1 This is an internal call.
CallTypeInbound 2 This is an inbound call.
CallTypeOutbound 3 This is an outbound call.
CallTypeConsult 4 This is a consultation call.

Title: Re: Progressive outbound has calltype 2
Post by: SisB on May 07, 2009, 04:28:59 PM

T-Server has role to play on how the call is typed.
We had a similar problem when internal calls (to agent id in Avaya) were shown as Outbound. Genesys had to fix the T-Server.

Thanks

Title: Re: Progressive outbound has calltype 2
Post by: Vincent on May 11, 2009, 06:30:40 AM

I've tested the progressive outbound in our test environment and here i actually see that they are correctly set to outbound. So there must be a difference between the test environment and production, but i don't know what to check to know for sure.

There's a difference between progressive and preview that i can't explain. With preview it's the agent that initiates the outbound call. With progressive i guess it's the OCM environment.

Title: Re: Progressive outbound has calltype 2
Post by: Vincent on May 13, 2009, 09:39:06 AM

Talked to another Aspect engineer and he states that the calltype field is an Aspect Field and can't be configured as it's set by the system. Is there an option in T-Server/OCS that can be set?

Title: Re: Progressive outbound has calltype 2
Post by: daveg on May 14, 2009, 08:22:49 AM

We saw this problem, and T-Server restart fixed it. Still don't know why.

Title: Re: Progressive outbound has calltype 2
Post by: Fra on May 19, 2009, 08:55:04 AM

In the Avaya TServer there are two options, set-call-type-on-dialing (if set to true, assigns CallType based on a dialed number that T-Server checks with the telephony configuration) and override-incorrect-calltype; I don't know whether the Aspect one has similar options.


Fra

Title: Re: Progressive outbound has calltype 2
Post by: jbobinsk on May 20, 2009, 08:04:24 AM

To SisB
I had the same problem with Avaya TServer - and there is a method to resolve the problem with qualifying internal as outbound. Generaly it happens when one agent calls to another by agent ID (which is not configured in CME) not by the extension (which is configured). To resolve it you can add DN Ranges on the Switch properties noticeing the AgentIDs range.

Regards
jbobinsk

Title: Re: Progressive outbound has calltype 2
Post by: Vincent on May 20, 2009, 08:40:23 AM

[quote author=Fra link=topic=4170.msg18757#msg18757 date=1242723304]
In the Avaya TServer there are two options, set-call-type-on-dialing (if set to true, assigns CallType based on a dialed number that T-Server checks with the telephony configuration) and override-incorrect-calltype; I don't know whether the Aspect one has similar options.


Fra
[/quote]

Looked at the Aspect T-server documentation, but didn't find anything related to the call-type....comparing the configuration files didn't lead to any differences either