Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Mohammed_Adel on July 26, 2011, 11:09:31 AM

Title: Record calls waiting into DB
Post by: Mohammed_Adel on July 26, 2011, 11:09:31 AM

Dears

i need to know away to record waiting calls on a virtual queue in order to have historical data for these calls
awaiting your feedback

BR,
Mohammed Adel

Title: Re: Record calls waiting into DB
Post by: Tambo on July 26, 2011, 12:56:59 PM

Hi,

what do you mean record ?? and what historical data are you needing?

Tambo

Title: Re: Record calls waiting into DB
Post by: Mohammed_Adel on July 28, 2011, 01:12:36 PM

we have an issue as number of calls waiting raises however agent are ready to receive calls
we have CC Analyzer for historical reporting
all i need to insert waiting calls with their attached data(skill , VQ , ...) into a DB in order to have detailed investigation

is it doable ?

Title: Re: Record calls waiting into DB
Post by: Tambo on July 28, 2011, 08:53:38 PM

Hi,

the logs will show the issues that you have but.......you need to look at the issue for your VQs not delivering to agents. have you copied them from excel? there might be an issue there, delete them then input them again one by one in both CME and in LRT

Tambo