Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Gui75 on February 21, 2011, 10:39:50 PM

Title: EventDiverted at VDN level comes after EventReleased at IVR Port level
Post by: Gui75 on February 21, 2011, 10:39:50 PM

Hi

Perhaps someone has some some solution to my current issue

I have an overlapping of segments in the Avaya due to the following call flow
- Call arrives on a VDN1/RP1 attached to a strategy
- Call is routed to a VDN2/RP2 not attached to a strategy
- Call is diverted by Avaya from VDN2 to a Hunt Group = Group of IVR Ports
- Call is answered by an IVR Port
- Call is transferred to VDN3/RP3
- Call is routed to an agent

My problem is the following:
When call arrives on VDN2, EventQueued is generated, which is normal
But EventDiverted is only generated when call leaves IVR Port (not when it arrives at the IVR Port)

So that, I have an olverlapping of the segment related to IVR Port and the segment related to VDN2, which makes Info Mart count twice IVR Duration.

Perhaps you have some clue about how I could solve this?

Regards

Title: Re: EventDiverted at VDN level comes after EventReleased at IVR Port level
Post by: Fra on February 22, 2011, 09:48:02 AM

Can I ask you which DN type you have configured for VDN2/RP2 and Hunt Group in CME?

Fra

Title: Re: EventDiverted at VDN level comes after EventReleased at IVR Port level
Post by: Gui75 on February 22, 2011, 12:58:21 PM

Hi Fra,

In fact, both are configured as ACDQueue,

Regards

Title: Re: EventDiverted at VDN level comes after EventReleased at IVR Port level
Post by: Fra on February 22, 2011, 01:48:31 PM

ok, but it's not enough: can you check the switch-specific type option in the Advanced tab?

Fra

Title: Re: EventDiverted at VDN level comes after EventReleased at IVR Port level
Post by: Gui75 on February 22, 2011, 11:17:20 PM

Hi

It seems there is a feature at Avaya VDN side called "converse" that provokes the issue,
It seems customer is using it to move that call to the IVR port.
Customer tells me it is not possible to remove it, it would prevent any transfers from the IVR back to the CTI.
Any idea?

Regards