Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Adam_W on November 29, 2011, 11:18:13 AM

Title: Call associated with wrong agent in Info Mart
Post by: Adam_W on November 29, 2011, 11:18:13 AM

Strange one this....

Several calls in Info Mart's CONTACT_ATTEMPT_FACT table are linked with the wrong resource.  It looks like when a supervisor is silent monitoring agents, the call is being linked with the supervisor rather than the agent, so in the database it looks like the supervisor made the call.

I've confirmed this by checking the calls in the call recording software and can see which agents actually made the calls.

Is this some kind of routing issue or is there some option I don't know about that will control this behaviour?

Title: Re: Call associated with wrong agent in Info Mart
Post by: René on November 30, 2011, 09:27:29 AM

Hi Adam,

What version of GIM do you have? Anyway, it seems to me like limitation of GIM so I would suggest you contacting Genesys Technical Support.

Regards,
René

Title: Re: Call associated with wrong agent in Info Mart
Post by: Adam_W on November 30, 2011, 09:33:34 AM

Hi René

It's version 7.6.005.12.  I've logged it with Genesys so will see what they come back with :)