Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: David Waddington on March 22, 2011, 05:14:10 PM
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Hi,
we are having a problem with this. We can get it to work, but in all cases:
Screen pop was still very slow for the supervisor unless skills matched the agent. 30 secs +. With skills matched it is 3-4 secs.
A customer cannot be retrieved (by the agent) after being put on hold. When retrieve is attempted the call remains open, but the agent loses it – the customer and the supervisor remain connected. What seems wrong with this is that it suggests that these functions cannot be used in a live situation, as using hold is a commonplace event.
Have we missed a simple parameter here? Anyone else using these live and not dropping customer - agent connection?
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Hi David,
[quote]Screen pop was still very slow for the supervisor unless skills matched the agent. 30 secs +. With skills matched it is 3-4 secs.[/quote]
I don't see any relation between mentioned features (call monitoring) and screen-pop. I think you should check your agent desktop application if screen pop-up takes so long.
[quote]A customer cannot be retrieved (by the agent) after being put on hold. When retrieve is attempted the call remains open, but the agent loses it – the customer and the supervisor remain connected. What seems wrong with this is that it suggests that these functions cannot be used in a live situation, as using hold is a commonplace event.[/quote]
I think I've already heard about similar issue but not 100 % sure. Can you upload your SIP Server log so I can see what happens to the call?
R.
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Rene,
I can't seem to post the log in the message body - is there a restriction on size?
Is there some other way to get it to you?
David
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Hi David,
Unfortunately, upload functionality is disabled on this forum. Please upload the logs somewhere and post the link here.
R.
PS. To Admins - guys, are you going to fix upload in near feature? ;)