Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: cavagnaro on January 11, 2012, 09:23:40 PM
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Hi guys,
Question here, we have a GVP 7.6 implemented and facing a customer question:
Does GVP Transfers reported on VAR should match CCPulse entered calls?
We have a difference on these numbers (CCPulse is lower) and therefore can't explain the reason.
A transfer on GVP is a request using ISCC (external routing points) to a Routing Point on my PBX (OXE) and then transfered to agents following the strategy logic.
Should transfers from GVP match entered from CCPulse? If no, why??
Thanks guys
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Are positive that ALL your GVP Transfers are landing on your RP? Are positive that there are no ISCC transfers failing?
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Hum...haven't checked that info...
Lets assume ISCC transfers are fine, then those should match?
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Hi Cav,
Not sure at all, but hope it helps or at least gives you a clue.
If i am not wrong VAR handles its counting based on the genesys studio configuration. You can set time range for shorts abandons and avoid counting that kind of calls. Maybe some calls that land on your RP but because short abandoned are not getting reflected on var statistics.
See var manual for configuration i mention and take a look to verify its related.
Jut
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Yes, Cav, assuming your ISCC transactions are all successful then CCPulse entered (sum of all targeted RP from GVP) should match your GVP transfers.
So basically you should check:
1) ISCC transactions status to look for any failure.
2) Are you transfering to a single Route Point and looking those values in CCPulse? Maybe you transfering to more than one RP and your missing any of them when adding CCPulse values up
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Hi Jut, I think you're wrong. VAR's abandoned value does not have anything to do with call abandoned in a routing point as GVP has no way to know if the call delivered to a RP was abandoned or not. The only "abandoned" parameter that GVP has is the Call Abandoned Threshold Time which is the minimum time duration for a normal call IN GVP, meaning that if an established call in GVP last less that the configured value, GVP considers that call as abandoned and it is reflected in VAR as such.
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Rigth fnunezsa!
The call xfer to RP gets abandoned before agent can answer it. So if Var has 5 seconds this means that the call already transfered (but abandonded) was printed on RP estatistic but its show in abandon column in var.
Sample:
var abadoned 1 ;xfer = 0 (but its a xfer that gets abandoned within 5 sec) other hand routing point = 1 //
So in this scenario xfer will not match entered on RP
But again, not sure ..its only an brief idea.
Jut