Genesys & Blaster Campaigns

amarceau · February 2, 2011, 1:08pm

Well I’ve tried all these settings and some more based on what I’ve read in the documentation and I still can’t seem to get this blaster campaign to run any faster then it does… I ended up having to create an AgentID on my Avaya switch with a dummy skill assigned to it. And I have to log that agentID into GAD and go ready in order to have that particular campaign call even at a pace of 100/hour. It’s still unacceptable, since I have about 2000 records a day to call virtually - and I’m not getting through them currently… Following are the settings I currently have in my CampaignGroup:

[OCServer]
pa-selfcheck-awt-threshold=5
pa-selfcheck-bf-threshold=90
pa-selfcheck-interval=60
pa-selfcheck-odr-threshold=100
predictive_algorithm=advanced_small_group
predictive_hit_ratio=10
predictive_hot_start=true
predictive_inbound_call_duration=10
predictive_inbound_rate=0
predictive_outbound_call_duration=10
time-to-ready-tolerance=1

Any suggestions on these settings would be appreciated.

cavagnaro · February 2, 2011, 3:08pm

Already told you…add more agents…1 isn’t enought

Fra · February 2, 2011, 4:27pm

Fra post:11:

amarceau post:7:

We don’t have dedicated outbound ports. We use whatever’s available on the PBX.

Not correct - Genesys-wise, you are limited by the number of outbound ports that you have purchased by Genesys and that are hardcoded into the license.dat file. OCS will dial at its best as many calls as the number of outbound ports licensed.

amarceau post:7:

I have looked at OCS logs, but as far as I can see - since it’s only recognizing 1 agent available for my Blaster camapign it’s pacing itself according to that one agent. Even if I put the Over Dial rate at 200-300 it still does not change the dial rate

That’s your problem: regardless of the parameters you set, if OCS sees only one available agent, it will never ever overdial, or potentially switch to predictive; one of the input parameters of the OCS pacing algorithm is the number of logged in / ready agents.

Fra

Just to stress it, if you are expecting Genesys to run blaster campaigns, you have gone for the very wrong choice, mate.

Fra

cavagnaro · February 4, 2011, 4:23am

Unless you do a Genesys OCS integration with GVP
Or do what I told you to do…