Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: cghera on December 29, 2010, 05:04:12 PM
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Hello everyone, Merry Christmas, Happy holidays.
I am looking for a way to track what an OCM/OCS is doing at the moment when there is a campaign running. Is there a tool or some other way to know what the dialer is doing at the moment? My issue is that I have sometimes a campaign running and after some time the agents don't get calls even though they are ready for pretty much time. They may be only 2-3 on the campaign but all waiting for next call. I try to check on the OCM what is retrieved by applying a filter and it seems that although there are records retrieved OCM is not doing much. I refresh the retrieved list every few seconds but I see the same number of records (and same series) as if there is no dialing at all. Once in a while a set of records part of a chain will dissapear (become answered). However the system seems "frozen" in the same records. Many of them are campaign reschedules (because of treatments) other campaign callbacks, don't know if this affects.
I have OCS 7.6.101.43 and OCM 7.1.000.03
I tried checking on the logs of OCS but it all seems very confusing on understanding. Apart from that the logs are back in time and I want something real time.
For example a tool showing that the dialer is trying this record now, and it got a no answer.
then next one etc.
Asking for too much?
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Hi!
First of all, I'd suggest to used same OCM release as OCS, just to avoid interoperatibility issues.
Secondly, I do not know of any tool that will provide such monitoring functionality for OCS activity. Nevertheless, you can alwasy rely on OCS logs to monitor its activity. If you have OCS level set to full, you'll see if it's waiting for agents to log it, if it's placing the make call request or not.
HTH!
Regards,
Franklin.