Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: julkrom on November 03, 2010, 10:54:17 PM

Title: Type of calls
Post by: julkrom on November 03, 2010, 10:54:17 PM

Hi

I'm with troubles making some Hyperion and CCPulse tests, I'm making some Inbound, Outound, Conference and Transfer Calls, but I don't know why if I did a Transfer or a Conference, my quantity of Internal or Consult calls could change, someone can explain me why? or maybe a tip in a Genesys Document, I'm reading the T-Server for Nortel Communications Server 1000 with SCCS/MLS Deployment Guide 7.6 and the Stat Server User's Guide 7.6; there something else to read about it? please I really need your help to know and understand how the call flow is in a conference and transfer call, give me some tips for my newbie research,  jeje :D

NOTE: The document versions (7.6) are what we have installed ;)

Thanks a lot

Regards!!!

Title: Re: Type of calls
Post by: tony on November 04, 2010, 12:46:17 PM

I *hope* I understand your question - I think you want to know why;

1. When you Transfer a call, the number of Internal calls increments by 1 - but sometimes the Inbound calls increment by 1?
2. When you Conference a call, the number of Consult calls increments by 1 - but sometimes the Inbound calls increment by 1?

This is expected behaviour within the reporting elements, since you are establishing a new (Internal) call (ConnnID) when you Transfer a call (Internally) or Conference a call (Consult).  However, if you are Transferring or Consulting a call to an (external) Switch or Off-Site, the behaviour changes, since the call is new at the external Switch and, when it is established at the external point, it becomes an "Inbound" call to the external Agent.

There is a whole thread on this subject, here:

http://www.sggu.com/smf/index.php/topic,2417.msg9057.html#msg9057

I hope this helps?

TT