Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Gabriel Madoz on January 01, 1970, 12:00:00 AM

Title: Calls Dialing never change status to Outbound
Post by: Gabriel Madoz on January 01, 1970, 12:00:00 AM

We have a serious problem, in spite of an agent make a call outbound when we see the status of the call on CCPulse an CCAnalyzer its status is always marked as Call Dialing and never change it to outbound.

However we can see that Genesys marks the DNIS correctly as for instance a cellular phone number.

Title: Calls Dialing never change status to Outbound
Post by: Matt on January 01, 1970, 12:00:00 AM

Could you please tell me when does it happen? Are all calls affected by this problem, or only a particular group?

Title: Calls Dialing never change status to Outbound
Post by: Vic on January 01, 1970, 12:00:00 AM

How does the message from a PBX look like? Does PBX tell Genesys TServer that calltype is outbound?

Title: Calls Dialing never change status to Outbound
Post by: Gabriel Madoz on January 01, 1970, 12:00:00 AM

It happens always

Title: Calls Dialing never change status to Outbound
Post by: Gabriel Madoz on January 01, 1970, 12:00:00 AM

PBX doesn't tell TServer that the call is outbound but anyway it's strange because on TServer log we could see the DNIS called ok (cellular phone number), the event dialing and the call type: Outbound but on CCPulse the call never changes its status from Call Dialing to Call Outbound.