Outbound No agents in the campaign group...

Voice & Telephony
1

Hello

I have configured the campaign object, the calling list and the agent group as writen in the documentation, but I have the following message in the OCS:

received from fd=596 message EventAgentLogin

AttributeThisDN	'2087'

AttributeAgentID	'9122'

AttributeThisQueue	'1653'

AttributeAgentWorkMode	1

AttributeTimeinSecs	1048263486 (17:18:06)

AttributeTimeinuSecs	437000

03/21/03 17:16:37.796 Trace localhost OCServer GCTI1250002 TEvent: EventAgentLogin

Value for option “login_ignore_queue” is requested for //CfgSwitch/A4400(101)

Option found in: //CfgApplication/OCServer(124)/Options/OCServer/login_ignore_queue = "true"

03/21/03 17:16:37.796 Trace localhost OCServer GCTI1250047 InitAgent: New Agent (DBID = 279) was created and was added in to the AgentHashS table

03/21/03 17:16:37.796 Trace localhost OCServer GCTI1250111 Agent login is correct but not completed. Group not found

Value for option “login_action” is requested for //CfgSwitch/A4400(101)

Option found in: //CfgApplication/OCServer(124)/Options/OCServer/login_action = "soft_ready"

03/21/03 17:16:37.796 Trace localhost OCServer GCTI1250118 Agent (Login 9122) has background state AGENT_READY

…

03/21/03 17:16:58.171> ACDGroup Message.

acdGroupDBID: 160. acdGroupName: OutTest. Queues: OutQueue(VQ) 1653(RP)

GroupCampaign List:

Campaign  DBID: 101. Name: Campaign1. Mode: Progressive. VoiceDest: 1653. SentCalls: 0. DialedCalls: 1. SentEngageCalls: 0. NoRecords: 0.

Predictive data

Calls predicted: 0.

Expected values:  Busy Factor= 1.000. Abandon Rate= 0.000. Wait Time= 0.000

Real values:      Busy Factor= 0.000. Abandon Rate= 0.000. Wait Time= 0.000

Current Statistics

Agents  Total:     0 Ready:   0 Engaged:  0 BusyOut:  0 BusyInB:  0

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

Calls Outbound  Dialed: 0 Queued: 0 Diverted: 0 Established: 0

Calls Inbound              Queued: 1 Diverted: 0 Established: 0

History  Hit Ratio: 1.000 Call Duration: 0.000 Dial Duration: 0.000 Inbound Traffic: 0.000

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

          Completed Calls  Out: 0, In: 0. Abandoned Calls  Out: 0, In: 0. Stale Calls  0

I’m using Genesys 6.5 with A4400.

Please help me!

Thanks in advance

Szimi

2

Hello

at the switch level there is an option Login_ignore_queue, you can try to set it to false.

and

On the agent group properties (Advanced tab), for the Origination DN you had to give the number of the Processing Group (1653) declared as an ACD Queue.

Try it and give me your result.

Pascal

PS : I see that you work in progressive mode. Have you got a Dialogic card?

3

Hi Szimi.

The Agnets used by Outbound, musn’t be mebers of any other agent groups. Also the places, which are used by outbound agents, musn’t be assigned to any place group, when you are using Agnet groups for Outbound. So, pleas check it.

b.

4

Hello,

We are using Alcatel A4400 with fictive/virtual devices. We have no ACD queues. The 1653 is an RSI routing point.

We have a Virtual Queue (OutQueue) and this is the origination DN in the Agent Group.

I found an issue about it in the Genesys FAQ (Outbound Contact Server FAQ #1593), but it doesn’t work…

I have tried your solution also, but the result was the same. Maybe this needs a real ACD queue…

We don’t have Dialogic cards. The A4400 PBX has “Voice Activity Detection” capability.

BR

Szimi

5

Hi,

That was the problem!

The agent place was more than one place group.

Now I have az error message about the predictive call. Maybe the VAD in the PBX needs more configuration.

Thanks for the help.

Szimi