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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: PFCCWA on December 16, 2015, 12:29:35 AM

Title: How to Monitor EventAbandoned in ERP for OCS
Post by: PFCCWA on December 16, 2015, 12:29:35 AM

hello,

we are using OCS 8.1.5, t-server 8.1.1 with Avaya communication manager and multi site routing.

if a call is abandoned at the External Route point at destination switch/site,  record is updated as stale not abandoned.
the reason is the ERP is not set as an origination dn in outbound agent group.
as we have substantial ERPs used for all call types into sites, it is not practical to add all as origination DNs.
it was recommended we configure destination t-server VQ and add as origination dn then peg into strategy.
but only eventqueued and eventdiverted are counted against this VQ, whereas EventAbandoned is still attributed to the ERP.

Any suggestions?
thanks

Title: Re: How to Monitor EventAbandoned in ERP for OCS
Post by: Fra on December 16, 2015, 08:16:00 AM

yeah: how come you have a number of abandoned calls on a ERP?
A call is supposed to stay on an ERP for some milliseconds before it's routed somewhere else.

Fra

Title: Re: How to Monitor EventAbandoned in ERP for OCS
Post by: PFCCWA on December 16, 2015, 09:37:58 AM

yes that's what I thought, just before it is routed to agent.

on checking a answered call, the call remains on ERP for approximately 2 seconds - that is from EventQueued to EventRoutedUsed.

thanks.

Title: Re: How to Monitor EventAbandoned in ERP for OCS
Post by: Fra on December 16, 2015, 01:05:21 PM

Then I suggest to revise your current approach: ensure that you're routing doesn't take place from ERP straight to the agent, but from ERP to a 'transit' route point and from there to an agent. In this case you will be able not to get any abandoned on the ERP, add the RP and/or its VQ to the Origination DNs and track Queued/Diverted/Abandoned on them.

Fra