Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Tony on January 01, 1970, 12:00:00 AM
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Any of you guys know what could cause agents to get stuck in ringing mode, dial mode, and unknown mode? Also we are having problems routing calls to agent in wait time the longest and they are just routing to an agent without looking at wait time.
Anyone run into these issues with Nortel Meridian and Genesys 6.5?
Please help.....
Tony
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Hi.
What does your startegy look like? Especially the select target object. Did you use in this object any statistic?
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Most of the time when we would get the stuck in states you are referring to, we discovered it was the agents causing them so they wouldn't receive calls. We started going through the softphone logs on their desktops and discovered many of the tricks that they would do. Most of the time it was caused by using the hardset instead of softphone. Going ready/not ready continuously, etc. Now agents are repremanded for not using softphone, and now we only get a few here and there. We have a list of tricks written up as well.
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In some contact centers there are issues regarding agents messing with hardphones so that they would not get any calls... Ready/Not Ready is probably the oldest trick in the book, but if you are using URS, then you can change it by simple selecting a different statistic.
Of course, ingenuity of some of the people is simply incredible, and is no match for the machine, so the only way to combat it is too either start firing left and right for even a minor infraction and share the knowhow on some of the tricks...
Analyzing softphone logs, you say? Gosh... talk about really spending a lot of time on something that should not be even occuring...
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You have no idea We were being paged all the time it was causing busy queues all the time. We have given the responsibility of going through the logs to the supervisors. We showed them what to look for and now they do all the leg work. We actually put together a list of about 10 15 tricks that they have.
By the way, what is the URS?
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We have the same issues on our site. Would you be willing to send on a copy of the list of tricks used by the agents?
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I sent you the list I will look around because I am certain there are more.
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Hi Bob,
Could I have a copy as well? thanks in advance.
Lim
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And a copy to me to thanks.
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lol, just send everyone a copy! (me too) ;).....
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Could someone send me a copy as well. Would appreciate it!
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Hi,
Could I have a copy as well?
thanks in advance,
Anthony
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Can anybody send me also a copy of the tricks.
thankss
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Thanks for the list. I've passed it on to our call centre supervisors and asked them to keep a close eye on the agents. Hopefully it should lead to fewer 'technology issues' being blamed on us. In any call centre it seems that staffing, training, rostering are always perfect, the agents are more honest than the day is long so its has to be the technology that causes all the problems. Hey, it keeps us employed.
Anyway, thanks again.
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That sounds all too familiar!
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Would someone also be able to send me a copythese tricks.
Thanks,
Richard.
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We had the same problems here on both avaya and Nortel. Could you send me your list please ?
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What is URS?
It is a Genesys software that allows you to route calls without using PBX ACD functionality. In my opinion, it is much more intelligent, efficient and is really easy to operate. The GUI makes it really simple, plus any one can do it. On top of that, since it is integrated into what I call "Genesys universe" you actually can see all the agents, skills, agent groups, etc that you have registered in CME, making your routing plans much easier to make and to use. It IS a bit expensive, but if your call center is not small, depending on what you are doing, perhaps URS might work for you as well.
Personally, I love the thing.
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Be aware that Genesys URS doesn't integrate smothly with Nortel Meridian/Symposium.
The problem is that URS cannot route calls to ACD Position Id (In Calls key), so you loose many ACD functionalities depending on you call center configuration.
I'd recomend you to visit other sites in your country (if possible) to check the system working, and whether it attends your needs. And if you choose for buying it, please make sure the implementation team has expierence and knowledge in both Genesys and Nortel systems.
Although my company bought the whole system, after many tries during the deployment, e decided not to implement the URS, and to keep routing calls through Symposium. But it was too late.
But as I said, it depends on your contact center configuration and culture.
Paulo
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Can I also get a copy of the list?
Thanks
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Could we get a copy of that list?
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hi everybody
Can i configure a telephone on multi queue with Northel ???
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Could me too have a copy of that list?
Thanks in advance
Shashank
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First time caller, had the link for a long time. Could you send me a list also.
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Can I get a copy of list to please. Thanks
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Could I also have a copy of the list of tricks. Many thanks
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Can I have a copy of that list,
Thanks
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Hi Tony,
Were you able to resolve your problems? We are running into the same problems on a Nortel Meridian 81C with Genesys 6.5. Apparantly there is a DND message that is sometimes not received by Genesys and this causes the loss of sync between the Tserver and Statserver.
It was recommended to us to upgrade from Mlink to MLS. Did you use Mlink at that stage?
Anton
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Anton,
Yes still experience same issue. Running 6.5 TServer with MLS link. Heard issues are resolved in 7.0, but still waiting to hear from customers who upgraded and no longer see these issues.
Tony
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Can I also have the copy of these tricks please?
Thanks in advance
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Hi, you might want to check a Posted messages call "Querying StatServer",(two page down) there is an idea to temporaly solve your problem, We 've done it with success, it use CCP with threshold.
Good Luck
Dennis
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Tony, are you routing to ACDQueues, AgentGroups or PlaceGroups?
If you want to accurately target agents according to the longest wait time using the ExpandGroup function in your stratiges might improve matters.
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Please send me a copy of the list if possible.
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I'm late to read this forum, please send me copy too ? thanks
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Don't look at agents or anything else until you upgrade to Succession 3.0 or 4.0 and make sure your CDN's are in CME as Rt. Pt.'s and the stuck call issues will be resolved.
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Steve,
We are on a Nortel 81x (Rel 25.40b) using Symposium 4.2 (SU12). We have had significant problems with both hung agents and VTO ports. If I understood your post correctly, Sucession 3.0 or 4.0 would resolve this issue. Could you expand on how Nortel resolved this issue with Succession? We currently run a hybrid 6.5.x / 7.0.x Genesys environment and have not had much success in resloving this issue (even working directly with Nortel Engineers). Your thoughts / comments on a possible resolution would be greatly appreciated.
Thanks!
Mike
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Mike,
We are also using an Option 81C and previous to our upgrade on 25.40B software and Symposium 4.2 (since upgraded to Symposium 5.0). We worked every day with the support phone clearing calls from the various call centers. We even had Nortel tell us to AST enable all the DN's in the building and all the incoming trunks (licensing nightmare). Since we upgraded to Succession 3.0 we rarely see a stuck call (occasionally we will see a 'call
inging' from a set that is programmed to hunt and forward by the PBX). We also installed a new site using the latest Nortel software (I think instead of Succession 4.0 it is called Communication Server 1000 Release 4.0) and after 30,000+ calls we have not seen a single 'stuckcall'. Our VTO would get stuck in consult; inbound, etc. as well and now we never have to monitor it. Tserver options rlsextconsult and the dta's have to be set correctly. Anyways, if you upgrade the PBX software and use a 7.0 Tserver, I think you will resolve the issues.
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If anyone could send the list being discussed , it would be much appreciated
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Perhaps you could post the list. Since there are may requests for it. :)
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[quote author=Ritchie link=topic=852.msg3905#msg3905 date=0]
lol, just send everyone a copy! (me too) ;).....
[/quote] - I wouldn't mind either if that's ok?
regards
Si
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[quote author=Tony link=topic=852.msg4468#msg4468 date=0]
Anton,
Yes still experience same issue. Running 6.5 TServer with MLS link. Heard issues are resolved in 7.0, but still waiting to hear from customers who upgraded and no longer see these issues.
Tony
[/quote]
Hi, the site I work at currently has Genesys 7.0 with Symposium 61 and 71 optin switches We have been up and 'stumbling' for approx 14 months. We have 2 sites running virtual with one site having continuous problems with lock ups and 1 way calls etc
Version 7.0 has its issues.
Si
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Tony,
We are in the planning stages of a Succession 4.5 upgrade on our PBX. We have been told by Genesys and Nortel that this will "eliminate" our issues with hung calls. In the meantime, we have moved to T-Server 7.1.004.01 (all other 7.1 Succession T-Servers had messaging problems and required hotfixes). Since doing so, we have seen a very significant reduction in hung agents / DNs.
Mike
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could anyone send me a copy of this list of tricks too ?
Thank You ;D
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Where can i find the tricks list? Can you send me
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Can someone please forward me the "list" also...
I have also experienced some of the problems listed here and the solution was to update all the PEPS that are available from Nortel.com...You need to sign up for access or have your Nortel vendor do it. The PEP directly related to the hung agents can be found here: [url]http://www130.nortelnetworks.com/go/main.jsp?cscat=KASESOLN&internalDocUrl=http%3A%2F%2FQTCFH0MB%2FKanisaSupportSite%2Fsolutions%2F795%2FNORT037194_f.SAL_Public.html#[/url]
It is MPLR 17560
Some others are Genesys users need are MPLR 20510 and MPLR 20820...
When I uploaded these patches most of the issues went away.
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Guys,
If i am not to late, can i also have a copy of the list.
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We have a pretty complex multi-site environment across 3 Nortel sites. We've had many issues in the past with the stuck call state etc. They've always been resolved by upgrading Geneys t-server or stat server products. We had a lot of issues on 6.5, but have been running version 7.2 or 7.5 for about 18 months now. Since we moved to 7 I can safely say that we've had no issues of stuck calls at all. I used to use a tool that could send t-lib events to reset the status, but haven'd used it since we've gone to 7.......In short I'd strongly suggest upgrading you Genesys environment......
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Pls send me a copy of the list