Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: ademince on October 12, 2009, 11:25:37 PM

Title: Genesys softphone lags showing caller data ---need help
Post by: ademince on October 12, 2009, 11:25:37 PM

Hi everyone,

I need a bit of help here. Our agents started complaining that the call is answered (with auto answer) however the Genesys softphone is lagging 5-10 seconds to show the caller details (such as which queue is the call from) therefore having difficulty with the right greetings. (multi skilled agents). We have checked the agent log files, Tserver log files and nothing seems to be wrong. We also had our network guys to check the network and no issues there. Any help or lead will be appreciated.

Kind Regards

Adem

Title: Re: Genesys softphone lags showing caller data ---need help
Post by: Jerry on October 13, 2009, 05:14:19 AM

What SDK have you built the softphone with?

~J

Title: Re: Genesys softphone lags showing caller data ---need help
Post by: Adam G. on October 13, 2009, 08:45:43 AM

Sounds like he's using GAD.

Title: Re: Genesys softphone lags showing caller data ---need help
Post by: ademince on October 14, 2009, 11:36:45 PM

[quote author=Jerry link=topic=4766.msg21316#msg21316 date=1255410859]
What SDK have you built the softphone with?

~J
[/quote] GAD 7.6.200.10 is used by our maintenance providers.

Title: Re: Genesys softphone lags showing caller data ---need help
Post by: Timur Karimov on October 15, 2009, 07:32:16 AM

1. upgrade it to 7.6.202.08. early version have the same bug in AIL.
2. check the log level. lower it to smallest available level, coz GAD performance is to sensitive for it.

WBR Thaler

Title: Re: Genesys softphone lags showing caller data ---need help
Post by: victor on October 18, 2009, 03:43:20 PM

I strongly suggest moving away from GAD if you can. I found that having a third-party softphone usually costs me less than full-blown GAD with incessant need to upgrade.

Title: Re: Genesys softphone lags showing caller data ---need help
Post by: Timur Karimov on October 21, 2009, 12:05:31 PM

[quote author=victor link=topic=4766.msg21404#msg21404 date=1255880600]
I strongly suggest moving away from GAD if you can. I found that having a third-party softphone usually costs me less than full-blown GAD with incessant need to upgrade.
[/quote]

I agree it for the mid- and big-size contact center with lot a technical spec with deep knowledgeably of Genesys product. But for small installation - GAD is can be really good choice as solid all-in-one in box solution.

P.S. But person, who install, configure and extend the GAD also shall be know how it cooked =)