Genesys CTI User Forum > Genesys CTI Technical Discussion

Drop after 10 minutes

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Max Zweizig:
Difficult to get log activity due to the high call volume, and the floor managers being unable to give me specific individual call information. On that point, what good log reading / capturing tools are out there? I will try to get some better log information on this however.

Vic:
Max,

ideally you should have some kind of identification for the call that went berserk. Plus, since you know the timeframe and Agent ID, it should be piece of cake retrieving that data from the log. Log Reader? I hope there was something there, but, so far..... :)

Mike:
Is the problem discription correct (from agent to floor manager to you chinese whispers). If you are using IR to route the calls then the description may be that after 10 minutes of inactivity the agent does not get any more calls. If so then in IR set close_unused_statistic > true and close_statistic_time > 0. Default is 10 minutes.

Max Zweizig:
I will look into this. Thanks Mike! This just might be it.

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