Hi all,
I had issue with call status “Stale” for Outbound Call more than 30%.
anyone can help for reduce status “Stale” for my outbound Call ?
Rgds,
GNA
Read docs or search the forum or Genesys support site. Quite a lot of description.
Basically is when OCS loses track of that record and after a while (parameter) marks it as stale. Could happen if you agent had the record on his computer and crashed for example. Many more possibilities around.
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yes I’ve done just have not gotten a satisfactory answer. ??? :
Because you have the description, what you need to do is your job as analyst and find out the root of your problem. No one will tell you click here
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Hi All,
Current status for “Stale” Still Compare From the Log SIP 2 and SIP 3 and there are several findings with Call Result “46” on a log carried agent and can be said to not work normally call.
14:13:05.656 Trc 04541 RequestMakePredictiveCall received from [696] (0000000c IND_KD_OCS3 10.130.25.203:65325)
message RequestMakePredictiveCall
AttributeThisDN ‘Resources’
AttributeOtherDN ‘*5081585134000’
AttributeTimeout 34
AttributeUserData [1190] 00 28 01 00..
‘GSW_TZ_OFFSET’ 25200
‘GSW_PHONE’ ‘081585134000’
‘anp’ ‘’
‘citas_call_id’ ‘211’
‘citas_campaign_id’ ‘170067’
‘contact_name’ ‘’
‘custom_float_1’ ‘’
‘custom_float_2’ ‘’
‘custom_int_1’ 0
‘custom_int_2’ 0
‘custom_varchar_1’ ‘’
‘custom_varchar_2’ ‘’
‘custom_varchar_3’ ‘’
‘policy_id’ ‘’
‘premium’ ‘’
‘product_id’ ‘’
‘prospect_id’ ‘1700473608’
‘sponsor_id’ ‘B65’
‘sponsor_name’ ‘REDCALL’
‘GSW_CALLING_LIST’ ‘cl_G_FAMMULPROD_EC_REDBERRY_RD_BG_MAR17_1’
‘GSW_CAMPAIGN_NAME’ ‘ca_G_FAMMULPROD_EC_REDBERRY_RD_BG_MAR17_1’
‘InteractionType’ ‘Outbound’
‘InteractionSubtype’ ‘OutboundNew’
‘GSW_RECORD_HANDLE’ 883736
‘GSW_APPLICATION_ID’ 209
‘GSW_CAMPAIGN_GROUP_DBID’ 4762
‘GSW_CALLING_LIST_DBID’ 4958
‘GSW_SWITCH_DBID’ 104
‘GSW_CAMPAIGN_GROUP_NAME’ ‘ca_G_FAMMULPROD_EC_REDBERRY_RD_BG_MAR17_1@G_FAMMULPROD_EC_REDBERRY_RD_BG_MAR17_1’
‘GSW_CAMPAIGN_GROUP_DESCRIPTION’ ‘ca_G_FAMMULPROD_EC_REDBERRY_RD_BG_MAR17_1@G_FAMMULPROD_EC_REDBERRY_RD_BG_MAR17_1’
‘GSW_CHAIN_ID’ 473608
‘GSW_ATTEMPTS’ 9
‘GSW_AGENT_ID’ ‘’
‘GSW_CALL_RESULT’ 46
‘GSW_TZ_NAME’ ‘WIT’
‘GSW_CALL_ATTEMPT_GUID’ ‘7HET1HAL4T2HF235IFOE4GALLK00PTGT’
‘GSW_CONTACT_MEDIA_TYPE’ ‘voice’
‘GSW_CALL_TYPE’ ‘REGULAR’
‘GSW_QUEUE_DBID’ 1266
‘GSW_SESSION_DBID’ 4762
AttributeExtensions [121] 00 04 00 00..
stale issue in BS sip server, stale issue only in BS server more than 20% and in SIP 2 almost 0%.
used Genesys Version :
SIP Ver. 8.1.101.53
RM Ver. 8.1.700.62
ICON Ver. 8.1.200.06
Rgds
Gunadi
Stale means OCS lost track of the call at agent side. So it can’t know what happened with it. You need to investigate that
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