We have Genesys 6.5 OCM - Can we run mulitple campaigns for different agent groups using different calling lists at the same time on the same dialer?
When we tried to run 2 different campaigns with 2 different agent groups using 2 different calling lists at the same time on the same dialer, the dialer was very slow. Agents had to wait for 7 to 10 mins between calls.
We had a old campaign and this was working fine.
We created a new campaign with new calling list and a new agent group assigned to this new campaign. So all agents assigned to this new campaign were waiting for 7 to 10 mins between calls.
Any ideas what might be causing this and how we can speed up the dialer?
It depends on your OCS configuration,if you use OCS in Preview,Predictive,Progressive,…, mode, on your campaign groups configuration and many more things. You have to be more detail when you describe your solution and needs.
I think that 7.6 version is able to provide more conditions,but not in a base install of OCS,rather customization OCS solution. So,I have to agree with cavagnaro,that the R8.1 is simply efficient for these purposes
Firstly, the OCS run in progressive mode. When you say about campaign groups configuration - can you please say what you are referring to and i can provide the details.
There are different agent groups and each of the agents in those groups log into different campaigns at the same time using a customized desktop app.
Here business don’t want to upgrade their dated genesys 6.5 systems, but they want to run more than one campaign at the same time.
Genesys rule was: One single agent can’t belong to more than 1 running campaign at the time (this changed over the time…kinda…)
So, you can have N campaigns running as long as they don’t share agents (AGENTS, not agent groups, as one agent can belong to many GA)
cavagnaro - You are right.
We have different campaings accessed by different agent groups (no agents overlap with other groups) using different calling lists running at the same time.
Not sure whatz causing slowness in dialer speed.
Well…can be many things my friend…agents going to NotReady, customers not answering, wrong numbers, PRI lines saturated…etc
You need to analyze the whole platform…no single log file will ever tell you: SOLVE THIS>> never…
1- I’m able to log-on into blue phone without any issues
2-the status is changed from not ready to ready is effect fine in CCPulse
3- If you changed the status from Ready to not Ready not effect to CCPulse
4-No error in Red phone
Could you please help me as fast as you can. Thanks for your help.
GCS-Freedom
I feel bad now - I want to help this guy but there is absolutely no context or detail in his question…
Red or Blue Phone makes no difference - if some of your extensions are updating Status on CCPulse, then they are configured correctly. If the Status does not update in CCPulse, then you need to look into the settings for the PBX/ACD, DN, Extension and possibly your Templates/Workspaces/Views in CCPulse.
If you could provide the next level of detail, then we might be able to offer more help!
More funny is that he is the OP. So, after so long no basic troubleshoot techniques. This doesn’t bother me on the point that I wanna help but don’t know how. Bothers me the fact that people expect magic from others. They don’t make any effort at all to try to solve their problems.
True cav - and continuing a conversation we have been having for quite some time… but my perspective is;
If they are still on v6.5, they are more than likely to be out of support after buying-out their licences a long time ago. I wonder how many more companies are in that situation?
Ahhhh on 6.5 almost none…I can say here on Latam at least almost zero
I can doubt on one that may be still on 6.5 but not quite sure.
So if you plan to do documents for that version would say is not worthy.
Ermm…ok no Batman nor superman. Did you see logs? How are we supposed to help with YOUR application? Seriously I am done answering this guy. Good luck
Those “sofphones” may have been built using Genesys TLib - or an SDK - or something similar - but they are very clearly not standard Genesys Applications. The only thing I can suggest is that you check whatever log files are available in these Applications and cross-check them with your OCS and TServer logs and compare them, across the same timelines.
What you really need to do is contact whoever built those applications and ask them why they don’t work - not us!
