Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: varus on June 18, 2009, 06:57:49 PM

Title: OCS agent assignment
Post by: varus on June 18, 2009, 06:57:49 PM

Dear all

Can anybody explain agent assignment algorithm (OCS 7.6)? How OCS make decision?
Customer has problem that agent logged in (agent belong to outbound agent group and inbound agent group) but not receive outbound calls.

Many thanks

Title: Re: OCS agent assignment
Post by: cavagnaro on June 18, 2009, 07:35:51 PM

OCS sends to the Voice Transfer Destination and it is URS according to your strategy who routes the calls to the agents.

Title: Re: OCS agent assignment
Post by: varus on June 19, 2009, 10:31:01 AM

Yes, I know about it. RP has necessary strategy.
But we have another problem. OCS "not see" that agent available for outbound call.
Agent not informed that campaign stared (yellow color text in bottom of GAD not appeared). Us result OCS not initiated call in Predictive or progressive mode.

We also tried Preview mode with same result. Agent not see started campaigns.

Title: Re: OCS agent assignment
Post by: dmans1 on June 19, 2009, 12:18:00 PM

Have you created a place for his extension?

Title: Re: OCS agent assignment
Post by: varus on June 19, 2009, 06:16:32 PM

Yes.
agent sucessfuly accepted outbound calls befor.
but after re-login not see any active campaings.

Agent belong to inbound and outbound groups. I think problem that OCS reserve agent for Inbound call....

Title: Re: OCS agent assignment
Post by: cavagnaro on June 19, 2009, 09:12:40 PM

can be but what I think is that the agent is maybe on more than one AGroup at the time.

Title: Re: OCS agent assignment
Post by: varus on June 23, 2009, 06:07:44 AM

Yes, agent belong to inbound and outbound groups.
but in any case agent should be notified that campaign started, but in my case agent not see any notification

Title: Re: OCS agent assignment
Post by: Fra on June 23, 2009, 10:14:24 AM

Varus,

to be precise, "an Agent or Place Group may be assigned to multiple active campaigns.
An agent can participate in multiple active campaigns. You can reassign
agents between any active campaigns. Only one campaign can run in
Predictive or Progressive mode. Other campaigns must run in Preview
mode". Now, does your configuration comply with that? If yes is the answer, can you please post OCS logs that cover the moment you activate the campaign and the agent's logging in?

Fra