Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: lekie on November 10, 2009, 03:19:38 AM

Title: Extension get call delay
Post by: lekie on November 10, 2009, 03:19:38 AM

Hi All,

      Here is an extension get recieved call delay, whoever is logged-in in this extension would recieved the inbound call delay but other extension it's working well.
Have anyone face the problem like this? or how can i check in the log file?


Thanks you in advance,
Lekie

Title: Re: Extension get call delay
Post by: cavagnaro on November 10, 2009, 03:22:55 AM

Can you explain better? What is a call delayed?

Title: Re: Extension get call delay
Post by: lekie on November 10, 2009, 07:50:47 AM

  For example,There are extension 7001 -7005 and Agent 1 - Agent 5.
So Agent 1 has highest skill level is 5 and Agnet 4 - 1 decrease in the row.
Agent 1 was logging in extension 7001 that the extension has the problem.
There are call waiting in queue,Agent 1 and Agent 2 are available and have idel time as the same but the inbound call go to Agent 2 first. I try to change another Agent  who is higher skill level log-in on ext 7001 but still got the same problem. Have you face the problem like that?

Thanks you inadvance.
Cheers,
Lekie

Title: Re: Extension get call delay
Post by: René on November 10, 2009, 04:16:21 PM

Leekie,

Skill level doesn't represent any priority or preference unless you use ServiceLevel routing object in routing strategy. Is that your case?

R.

Title: Re: Extension get call delay
Post by: lekie on April 05, 2010, 08:29:09 AM

T am not use ServiceLevel to route the customer call.

Title: Re: Extension get call delay
Post by: ecki on April 08, 2010, 03:30:17 AM

Hi,

You would have to post the URS logfile covering the test case period.

e.