Outbound campaing - the call comes to Agent while still ringing

Voice & Telephony
21

on the Avaya the sit treatments are:
talk - 1,5 secs.
pause - 1 sec.
these are used to distinguish a human voice.
AM - drop
Wait after adjunct - 30 secs.

treatments we use for No Answer are attached.

22

They look fine, I would change the cycle to be 2 on the next in chain treatment though.

That will pass through the chain twice if the call result is always No Answer.

However, this will make no difference to the PBX transferring calls before they are answered.

23

tks for answering

24

So are you still having calls drop through to agents before they have been connected at the customerā€™s end?

25

Marco,
if there is sensitive info in your TServer logs, you can replace it with some hash sign. And upload it as zip files. For me itā€™s weird you donā€™t have an EventNetworkReached, there must be, otherwise it means the TServer is not receiving the ISDN alerting messageā€¦
and yeah, can you explain which issue you are still experiencing now?

26

Another option would simply be to disable user data in the TServer log temporarily, generate a call, then upload that log for us to analyze for you. That should hide any sensitive info that may be in the logs.

27

I seem to remember that it is illegal in some countries to not have an agent available, therefore the switch doesnā€™t wait for eventestablished to pass the call to Genesys, it passes it on an earlier event (networkreached?). Thereā€™s a switch setting somewhereā€¦

28

O_o

you mean the Connect message

you mean on the Ringing. Mh, but the point is that Marco couldnā€™t find any EventNetworkReached in the logs. For me itā€™s non-sense..

29

Not really! The ā€˜legalā€™ issue in some counties is to prohibit monitoring INDIVIDUAL agent status.
For group of agents, it should be fine.
OCS relies on agent readiness in Agent Group (and others statistics) to control dialing pace, not individual agent.

The specified case (CPD routes ringing state calls to destination) is quite interesting.
As pointed out by others in previous replies, it could be CPD configuration issue but harder to prove.

There was a similar case encountered in Genesys 7.2 OCS implementation.
OCS agents received calls that were in ringing state.

It was found that all outbound calls to fixed-line numbers in the region returned answer signal after 12 seconds.
Some Telco carriers configure this setting in order to charge circuit usage (or having default settings from switch manufacturer!)

Simple steps to prove:

  • identify those dialed numbers having the problem
  • use any Genesys soft-phone with event messages outputs
  • make call to numbers in question
  • observe outputted event messages AND ring-tone / voice heard