We have a serious problem, in spite of an agent make a call outbound when we see the status of the call on CCPulse an CCAnalyzer its status is always marked as Call Dialing and never change it to outbound.
However we can see that Genesys marks the DNIS correctly as for instance a cellular phone number.
Could you please tell me when does it happen? Are all calls affected by this problem, or only a particular group?
How does the message from a PBX look like? Does PBX tell Genesys TServer that calltype is outbound?
It happens always
PBX doesn’t tell TServer that the call is outbound but anyway it’s strange because on TServer log we could see the DNIS called ok (cellular phone number), the event dialing and the call type: Outbound but on CCPulse the call never changes its status from Call Dialing to Call Outbound.