Genesys CTI User Forum

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

Title: NEAX events are not shown
Post by: Vic on January 01, 1970, 12:00:00 AM

Hi, I was wondering if anyone has ran into a situation where a call would be routed to an agent, but suddenly, we would stop seeing any events regarding this call?

I mean, we have EventRouteRequest, and we have RequestRouteCall, and then we have AgentNotReady, but we do not get EventRouteUsed or EventRinging... Spooky!

Title: NEAX events are not shown
Post by: Ralph on January 01, 1970, 12:00:00 AM

Can you specify switch, link ype and version and approx. load?

Title: NEAX events are not shown
Post by: Peter Childs on January 01, 1970, 12:00:00 AM

I have seen this on a NEAX where someone configured the personal pilot number range in ASPA as say TN:1 ACC:39 CI:N SRV:STN NND:5, and then someone else came along and put in ASPAL to send 39 to LCR and then do digit addition and send it out of the switch! The result was every call sent via Genesys to these agents via their personal pilot number would end up being transfered offsite to another location!

Your probable reason though is that the agent is sitting at a location that is not configured in your CME, and as such tserver has not registered for notifications (ringing, established etc) and does not generate events (so tserver is waiting for the call to 'appear' somewhere... but it doesn't.

Cheers,
Peter