OCS available dialing ports

Voice & Telephony
1

Hi Guys, wonder if you can answer this quickly for me. I have put OCS live in our call center today with approx 20 agents. All other agents are using CM 5.1.

Everything so far has worked perfectly, except for the fact that it is dialling very slowly. On looking at the logs for OCS I discovered that it is saying I have a total of 10 ports available and so cannot dial any faster. This makes sense to me, but I can find no setting anywhere saying 10 ports.

I have channel_num = 0 in the annex tab of the switch in CME, and as far as I know it should be using all ports available.

Below is an excerpt from the OCS log:

Thu May 15 14:05:09 2003.981 Standard ronaldo ocs65 GCTI1250112 There is lack of 11 free

ports to dial 11 predicted calls. Total ports: 10

05/15/03 14:05:09.981> ACDGroup Message.

acdGroupDBID: 312. acdGroupName: CImsL_TSR_Campaign3. Queues: 4283(RP) 25083(Q)

GroupCampaign List:

Campaign  DBID: 113. Name: CImsL_Campaign3. Mode: Predictive. VoiceDest: 4283. SentCalls: 16. D

ialedCalls: 9. SentEngageCalls: 0. NoRecords: 0.

Predictive data

Calls predicted: 0.

Expected values:  Busy Factor= 0.963. Abandon Rate= 0.632. Wait Time= 1.000

Real values:      Busy Factor= 0.295. Abandon Rate= 0.001. Wait Time= 62.349

Current Statistics

Agents  Total:     15 Ready:   11 Engaged:  0 BusyOut:  3 BusyInB:  0

         BusyPaper: 0 BusyInt: 0 BusyRing: 0 BusyDial: 0 NotReady: 1 NotAvail: 0

Calls Outbound  Dialed: 9 Queued: 0 Diverted: 1 Established: 4

Calls Inbound              Queued: 0 Diverted: 0 Established: 0

History  Hit Ratio: 0.433 Call Duration: 26.146 Dial Duration: 14.428 Dial NoContact Duration:

29.587 Inbound Traffic: 0.000

          Last Forecast: 0 Really Dialed: 0 Additional Calls: 15464 Removed Calls: 0

          Completed Calls  Out: 773, In: 0. Abandoned Calls  Out: 1, In: 0. Stale Calls  13
2

In CME right click on your Campaign and select Properties. Go to the Campaign Groups tab and double click on the Agent Group you are using. At the bottom of the new window there is an option to select the number of CRD ports to be used.

I’ve sent you a screenshot to your email address.

JD

3

Excellent news, I’ve just dialed in from home and I do indeed have the setting as 10. I had no idea that this setting would be used and it must also be default, as I have not set it.

Does it need to be set do you think? If I set it to zero, will it ignore the parameter completely? Guess I’ll find out tomorrow.

Thanks again.