Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: gcs-freedom on December 04, 2012, 12:35:30 AM
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Hi All,
We have Genesys 6.5 OCM - Can we run mulitple campaigns for different agent groups using different calling lists at the same time on the same dialer?
When we tried to run 2 different campaigns with 2 different agent groups using 2 different calling lists at the same time on the same dialer, the dialer was very slow. Agents had to wait for 7 to 10 mins between calls.
We had a old campaign and this was working fine.
We created a new campaign with new calling list and a new agent group assigned to this new campaign. So all agents assigned to this new campaign were waiting for 7 to 10 mins between calls.
Any ideas what might be causing this and how we can speed up the dialer?
Thanks,
Gcs-freedom
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It depends on your OCS configuration,if you use OCS in Preview,Predictive,Progressive,..., mode, on your campaign groups configuration and many more things. You have to be more detail when you describe your solution and needs.
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Old Genesys was not efficient for that...just 8.1 version has more adjustment to such environments and more conditions.
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I think that 7.6 version is able to provide more conditions,but not in a base install of OCS,rather customization OCS solution. So,I have to agree with cavagnaro,that the R8.1 is simply efficient for these purposes
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Thank you Kubig & cavagnaro for your inputs.
1. Firstly, the OCS run in progressive mode. When you say about campaign groups configuration - can you please say what you are referring to and i can provide the details.
There are different agent groups and each of the agents in those groups log into different campaigns at the same time using a customized desktop app.
2. Here business don't want to upgrade their dated genesys 6.5 systems, but they want to run more than one campaign at the same time.
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Genesys rule was: One single agent can't belong to more than 1 running campaign at the time (this changed over the time...kinda...)
So, you can have N campaigns running as long as they don't share agents (AGENTS, not agent groups, as one agent can belong to many GA)
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cavagnaro - You are right.
We have different campaings accessed by different agent groups (no agents overlap with other groups) using different calling lists running at the same time.
Not sure whatz causing slowness in dialer speed.
Thanks,
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Well...can be many things my friend...agents going to NotReady, customers not answering, wrong numbers, PRI lines saturated...etc
You need to analyze the whole platform...no single log file will ever tell you: SOLVE THIS>> never...
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Hello Everyone,
We have Genesys version 6.5.001.06
1- I'm able to log-on into blue phone without any issues
2-the status is changed from not ready to ready is effect fine in CCPulse
3- If you changed the status from Ready to not Ready not effect to CCPulse
4-No error in Red phone
Could you please help me as fast as you can. Thanks for your help.
GCS-Freedom
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So
You bring back a post from 3 years ago
No details on environment
No logs
Only you know which "blue" and "red" phone you are talking about
Sorry buddy, magic crystal balls are out of service right now
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Is the Blue Phone for Batman - and the Red Phone for Superman? There's you problem....
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[quote author=adamgill link=topic=7529.msg39449#msg39449 date=1432027064]
Is the Blue Phone for Batman - and the Red Phone for Superman? There's you problem....
[/quote]
Nope - the red phone is the hot line between the US and Soviet Union.
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[quote author=adamgill link=topic=7529.msg39449#msg39449 date=1432027064]
Is the Blue Phone for Batman - and the Red Phone for Superman? There's you problem....
[/quote]
Hahaha wasn't the Red for Batman? XD at least on all series haha made me laugh
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I feel bad now - I want to help this guy but there is absolutely no context or detail in his question...
Red or Blue Phone makes no difference - if some of your extensions are updating Status on CCPulse, then they are configured correctly. If the Status does not update in CCPulse, then you need to look into the settings for the PBX/ACD, DN, Extension and possibly your Templates/Workspaces/Views in CCPulse.
If you could provide the next level of detail, then we might be able to offer more help!
...or you could call Batman...
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More funny is that he is the OP. So, after so long no basic troubleshoot techniques. This doesn't bother me on the point that I wanna help but don't know how. Bothers me the fact that people expect magic from others. They don't make any effort at all to try to solve their problems.
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True cav - and continuing a conversation we have been having for quite some time... but my perspective is;
If they are still on v6.5, they are more than likely to be out of support after buying-out their licences a long time ago. I wonder how many more companies are in that situation? :)
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Ahhhh on 6.5 almost none...I can say here on Latam at least almost zero
I can doubt on one that may be still on 6.5 but not quite sure.
So if you plan to do documents for that version would say is not worthy.
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[img width=640 height=248]http://i579.photobucket.com/albums/ss235/ahmedabutaleb/2_zpsmbkpazka.jpg[/img]
[img]http://i579.photobucket.com/albums/ss235/ahmedabutaleb/1_zpsp6ziqkyz.jpg[/img]
Thanks Guys for your help here. I have inserted image for Blue phone and Red phone applications, please check them and let me know your feedback.
Thanks,
GCS-Freedom
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Ermm...ok no Batman nor superman. Did you see logs? How are we supposed to help with YOUR application? Seriously I am done answering this guy. Good luck
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[quote author=gcs-freedom link=topic=7529.msg39466#msg39466 date=1432057238]
[img width=640 height=248]http://i579.photobucket.com/albums/ss235/ahmedabutaleb/2_zpsmbkpazka.jpg[/img]
[img]http://i579.photobucket.com/albums/ss235/ahmedabutaleb/1_zpsp6ziqkyz.jpg[/img]
Thanks Guys for your help here. I have inserted image for Blue phone and Red phone applications, please check them and let me know your feedback.
Thanks,
GCS-Freedom
[/quote]
Those "sofphones" [i]may [/i]have been built using Genesys TLib - or an SDK - or something similar - but they are very clearly [b]not [/b]standard Genesys Applications. The only thing I can suggest is that you check whatever log files are available in these Applications and cross-check them with your OCS and TServer logs and compare them, across the same timelines.
What you really need to do is contact whoever built those applications and ask [b]them [/b]why they don't work - not us!
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Thanks everyone, the issue was in PBX server and another team are fixed. I know the Genesys version I have very old but I don’t have any chance to change or update it. Thanks again for your help
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Hello Everyone,
I need your help again, after Telephony team fix the issue with reconfigure PBX server user able to log-in into CC Agent Tool without any issues and the status is reflect fine in CCPulse. But now we have another issue all outbound calls not tracked in CCPulse application. I checked the T-server log and found the following, Could you please check and help.
<< 1 ff 0a 00 20 02 fa ed 10 0a 00 36 0b 00 00 33 33 30 31 33 37 31 71 03 01 78 04 20 0e 3f 04 0c 20
s< 1 Not Ready Response
ReferenceID:7aed
This Device DN:Unknown,3301371
Result:Fail
Cause:200e
Origination TN:c20
!o (nrdy-resp) mlv:ncd 4:3
(process_not_ready_rsp) req:acw 5:3 rif 0000
(parse-ml-addr) msg 100a address 3301371apply -7
@14:49:39.7693 [0] 6.5.303.03 send_to_client: message EventError
(Set is in target state)
AttributeTimeinuSecs 769304
AttributeTimeinSecs 1433195379 (14:49:39)
AttributeReferenceID 7
AttributeThisDN '3301371'
[size=18pt][b][color=red]AttributeErrorCode[/color] 186[/b][/size]
Mon Jun 1 14:49:39 2015.769 Trace newphone1 TServer_65 GCTI-00-04542 Message EventError sent to 70 ( regular AgentApplication )
sent to 70 (13fe AgentApplication)
Mon Jun 1 14:49:41 2015.220 Trace newphone1 TServer_65 GCTI-00-04541 Message RequestAgentReady received from 70 ( regular AgentApplication )
@14:49:41.2203 [0] Received from 70 (13fe AgentApplication): message RequestAgentReady
AttributeThisQueue '8950'
AttributeThisDN '3301371'
AttributeAgentWorkMode 1
AttributeReferenceID 8
.C (dev-cli-han) cli:msg 13fe0041:10
.C (dev-cli-han) end flag:client 0:335413313
(rq_create) cli:msgid:dta:refid 335413313:10:549515960:31470
(dev-cli-han) rq_create: 20c80948
.C (process_client_rq)
@ 14:49:41.2205
>> 1 ff 0a 00 15 02 7a ee 10 0b 00 36 0b 00 00 33 33 30 31 33 37 31
s> 1 Ready
ReferenceID:7aee
This Device DN:Unknown,3301371
@ 14:49:41.2320
<< 1 ff 0a 00 24 02 00 00 11 06 00 48 06 38 39 35 30 36 0b 00 1e 33 33 30 31 33 37 31 3f 04 0c 20 5f 05 0e 32 10
s< 1 Agent Ready Notification
ACD DN:8950
This Device DN:ACD Pos ID,3301371
Origination TN:c20
Enhanced Time Stamp:14:50:16
(set-acd-dn) pos:q [3301371]:[8950]
@ 14:49:41.3751
<< 1 ff 0a 00 1c 02 fa ee 10 0c 00 36 0b 00 00 33 33 30 31 33 37 31 71 03 00 3f 04 0c 20
s< 1 Ready Response
ReferenceID:7aee
This Device DN:Unknown,3301371
Result:Successful
Origination TN:c20
!o (rdy-resp) mlv 4
(parse-ml-addr) msg 100c address 3301371apply -7
.a (mlink_dtaddress_set_agent_status)dta:dn:ags:status 20c0f268:3301371:4:2
@14:49:41.3755 [0] 6.5.303.03 distribute_response: message EventAgentReady
AttributeTimeinuSecs 375570
AttributeTimeinSecs 1433195381 (14:49:41)
AttributeReferenceID 8
AttributeAgentID '8439'
AttributeThisQueue '8950'
AttributeThisDN '3301371'
Mon Jun 1 14:49:41 2015.375 Trace newphone1 TServer_65 GCTI-00-04542 Message EventAgentReady sent to 70 ( regular AgentApplication )
sent to 70 (13fe AgentApplication)
Mon Jun 1 14:49:41 2015.375 Trace newphone1 TServer_65 GCTI-00-04542 Message EventAgentReady sent to 14 ( regular OCServer )
sent to 14 (0004 OCServer)
Mon Jun 1 14:49:41 2015.375 Trace newphone1 TServer_65 GCTI-00-04542 Message EventAgentReady sent to 12 ( regular StatServer_cfg )
sent to 12 (0002 StatServer_cfg)
Mon Jun 1 14:49:41 2015.376 Trace newphone1 TServer_65 GCTI-00-04542 Message EventAgentReady sent to 13 ( regular StatServer_Report )
sent to 13 (0003 StatServer_Report)
@ 14:49:42.0714
Thanks for your help!
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I know I'm late to the party but...
"You pick up the blue phone, the story ends. You wake up in your bed and believe whatever you want to believe. You use the red phone, you stay in wonderland, and we show you how deep the rabbit hole goes."
Do you really want that?
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Thanks for your help