Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: PFCCWA on October 25, 2011, 06:05:54 PM

Title: Outbound Call Result dropped when Answered
Post by: PFCCWA on October 25, 2011, 06:05:54 PM

Hello,

We are running an outbound calling list however for any records that have been answered, the call result within ocm is updating as dropped.  Answer machine detected, no answer, busy are updated correctly within the calling list.  I think this may related to the Genesys desktop (GAD) showing the following message when I click mark done:

[i]The Interaction has not been marked as processed: record already processed[/i]

The default call result in the open record is Answer so am assuming from this message that it is not writing the result into the calling list and by default it remains dropped?
I have tried the solution search site however the only meaningful page stated the agent must be in a not ready or aftercallwork state to process the record - which they are as we have set the wrap up time in the persons record to 60.
log files for ocs show the answer call result so seemingly in the background all is correct.
We are using:
SIP 8
GVP 8.1
GAD 7.6
ocs 8.0
ocm 7.6
CPD 7.6

Any ideas? or what more I can check?
Thanks,
WA

Title: Re: Outbound Call Result dropped when Answered
Post by: Allan on October 26, 2011, 11:00:17 AM

Hi,

There is a bunch of new configuration items in OCS 8. Have a look at the migration guide page 276, possibly one of the default options is causing this behaviour.

Please update on your findings

Allan

Title: Re: Outbound Call Result dropped when Answered
Post by: fnunezsa on October 26, 2011, 07:01:26 PM

[quote]The Interaction has not been marked as processed: record already processed[/quote]

Check your record_processed setting.

[quote]... the call result within ocm is updating as dropped[/quote]

You'll need to review SIP Server and OCS logs to see if call are being marked as dropped due to call_wait_in_queue_timeout expiration or what

Title: Re: Outbound Call Result dropped when Answered
Post by: PFCCWA on November 02, 2011, 08:00:34 PM

I have added the record_processed setting to true in the OCServer section of the ocs application but hasnt worked, still receive the same message and call is marked as dropped within the calling list.

Was this the right location to the add the option?

Thanks,WA

Title: Re: Outbound Call Result dropped when Answered
Post by: PFCCWA on December 12, 2011, 05:56:56 PM

Hello,

This was caused by the route point containing an option called default_dn, value of true, when removed enabled the agents to update the calling list with the call result selecting in GAD.