Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: chitts_padave on September 08, 2011, 06:42:30 AM

Title: Stale Call treatment when OCS failovers to standby
Post by: chitts_padave on September 08, 2011, 06:42:30 AM

Topic - What general treatment can be given when we get stale records when the OCS fails.

Suppose an Outbound call is already establised between Customer and GAD and OCS Primary fails, as there is no Hot Standby the secondary OCS isn't aware of this call. So when the call ends it is marked as stale.

I am eager to know how such a situation is generally handled as calling the same customer may not be appropriate/annoying.

Any suggestions

Title: Re: Stale Call treatment when OCS failovers to standby
Post by: Allan on October 12, 2011, 03:54:06 PM

Hi,
Stale records are no longer useful. They are updated with the status of "stale" so that these records can then not be double dialled. There are a few reasons why a call might get maked as as Stale, the point being that you do not redial those records (at least not on the same day/campaign)