Call in" stale status" on OCM

Voice & Telephony
1

Hello ,

We have this configuration :

OCS 8.1
1 StatServer OCS
2 PABX ALCATEL T Server working
1GVP environnment with Sip Server Working

We have a problem when customer abandonned the call on IVR, OCM is marking calls retrieved /Unknow Call Result and became stale after 40 min

Another problem is when the call is answered by the second switch, arrived by rona. OCM is retrieved /Unknow Call Result and became stale after 40 min

The good call_result is happening only when the agent answered the call. Ocm mark “answered” .

We have 2 probleme , with multisite (including sip server) and hangup from the customer by another switch.

I was check these options , its the same problem :

RecordProcessed true

propagated-call-type

transfer_to_unknown_dn

use-data-from

I think the SipServer dont look the rona incoming callflow to another Switch
Or OCM dont understand what’s happened

Th you for your help

2

Why a GVP is on the middle of Outbound Call? Of course will be staled as OCS sends the call to the agent as target, so if he nevers receives that OCS doesn’t have a clue on what happened to it.
Review your design.

On second issue, is “normal”. Check forum and solutions. One is to update a KVP from the strategy itself as GAD/IWS have as default the “Unknown”.

3

Hello Cavagnaro,

How i can bypass GVP? When the call is outcoming from OCS and offhook by customer, the incoming callflow is begin to GVP to learn an audio voice (include SipServer) and then going to Tserver and ringing…

4

The fact that you include GVP as part of an Outbound call is a change on Outbound solution, you began to use Proactive…guess you are licensed.
This callflow was a design from your deployer, not a Genesys proposal. Unless you are sure of what you are doing you need to solve this by calling PS. Outbound pure solution never calls a GVP nor any other component on the middle, you need to understand that. So, as OCS doesn’t see your GVP as a target for Interactions, it is obvious they are lost when something happens on it.

5

Thk you Cava, i’m understand.
My OCS solution is in test environment, the OCS stategy is redirect on the incoming call strategy, that’s why GVP is reached.
Maybe redirect OCS strategy only to agentgroup to fix call_result on OCM?

6

If you dont need GVP then don’t use it.