Outbound Campaigns randomly disappearing

[cherylw]

Since upgrading to OCS 7.6 we are experiencing campaigns randomly disappearing in GAD7.2 there is no obvious pattern that I have spotted. Happens over both sites and is cured by either rebuilding the place in CME or logging out then back in again.  Since the upgrade a connection in the campaign group to Routing Stat Server is required this is version 7.5 Tserver v 7.6

In OCS logs I can see the campaigns are assigned to the agent when logging in however they are not showing in the GAD.

Preview mode of dialling.

Anyone seen this before?

[cavagnaro]

what do you mean by "disappearing on gad"?? GAD is only the agent interface, so you see calls in there. Are the campaigns disappearing from CME or the assigment???

[cherylw]

Hi, the assignment is no longer there in GAD only. The agents are still assigned in the agent group and the campaigns are still active and running.

The appearance of the issue is almost as if the assignment has been removed from CME. I know that it hasn't as I've seen it for myself whilst testing.

[cavagnaro]

Sorry but still don't understand you...which is your native language?

[cherylw]

Haha my native language is English!

When an outbound agent logs into GAD there is a yellow message which shows which campaigns are running for that agent. Also, in preview mode to access the calling list to dial a customer there is a > button on the toolbar of GAD that the agent clicks so the calling list is displayed.

The issue we are seeing is none of the above is happening, no yellow status message and when clicking > to highlight a campaign to dial next contact in calling list there are no campaigns appearing.

Does that make better sense?

[cavagnaro]

lol! yes it does!
Have you created the Communication DN on the Switch?

[cherylw]

We do have a commdn for our new SIP based dialler.

For the existing set up  there isn't a commdn we have a voice transfer destination assigned to each campaign group. This has always been the case nothing has changed here and it works the majority of the time for the majority of the users. We have found since last reply that restarting the primary OCS server cures the issue for a while, then it gradually deteriorates over time. Again, only affecting some users.

Our OCSDBserver 7.2 is at a lower version to OCServer 7.6 would it be worth considering upgrading?