Performance issue in Outbound

Hi all,

I’ve set on my site a campaign in OCS that dials some lists and transfers the answered calls to an Agent Group. I have a TServer linked to SCCS 4 environment, and the following settings:

OCS 6.5

CPD Server 6.5

Agent Group with an ACD group as DN (all the phonesets used by the agents belong to this ACD group). Actually there’s more inbound phonesets tied to this ACD.

Aproximatelly 4 agents working on this campaign

The campaign group routes the call to a CDN (Orig. DN)

The CDN is acquired by SCCS and has a script associated to it

The script in SCCS queues the call to a skillset (with the agents) and, if there’s no idle agent, it disconnects the call

The campaign operates in Predictive mode and Agent Busy Factor set to 80.

The problem is that sometimes the agents wait 4 or 5 minutes to receive a call. I’d like to improve the dialing performance.

Has anybody expierenced this problem? Is there something that I’m missing? Is there any document explaining how to fine tunning OCS and CPD Server?

Thanks in advance,

Paulo

I found out that when I give de DISCONNECT command in SCCS script (in case there’s no agent available to receive the call), CPD Server takes more than 90 seconds to make another call (after 30 minutes it marks the call as stale).

I’m trying to figure out how to make CPD Server identify that SCCS disconnected the call right after it happens and marks it as a different status as “Answer” (so I can apply a treatment).

Does anybody have SCCS and Outbound Server working together?

Paulo