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 April 5th, 2004 | #1 (permalink) | ||||||||
| Junior Member   MrClean61 has no status.
Location: Knoxville, TN Rep Power: 8  Country:  | Option 81c Rev. 25.40 Genesys 6.5 Symposium 04.02.06 A call comes into a location through an acd group. The agent re-ques the call to another location. That agent then re-ques it back to the originating location. Once the call is completed there the agent disconnects or the the caller disconnects. Genesys is never seeing the the event release notification from the PBX through the symposium. This leaves the last agent to have the call in a held conference state. To realease this condition you have to dial the extension number of the Genesys associated key from another phone, or press the heldconf key and then the goodbye key to get it to release. Once either of these is done, the PBX immediately sends the "Event release" notification to Genesys. I have been told by the Genesys people that they seem to remember this issue having something to do with a parameter in LD 23. Does anybody have any information on this situation or any thoughts on where we can start to look for this issue.? Thanks, MrClean61  | ||||||||
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| April 5th, 2004 | #2 (permalink) | ||||||||
| Admin   Chas2002 is scared by papa-bear\'s "not work safe"
Location: Gulf Coast Rep Power: 5  Country: | MrClean - Ok this is a tough one... I don't have Gen - So I'm not sure if this is what you're looking for.. My guess is the agent requeues are placing the call in Held Conference state because neither the active call nor the held call is undergoing call clearing. The question is Why? I think the answer is a re-queue (in this instance) is considered a conference and it follows the same rules that CCR would follow - A conference cannot be completed until a third party answers. Example: For this feature, an IVR port or ACD is not considered a valid third party to which a conference can be completed, thus the agent would have to stay on line until a 'Live' Agent answers. I looked in LD 23 and didn't see anything that was directly related. My suggestion would be to remove any 'Controlled' statements in your Sympoisium scripts related to this call and see if that helps. | ||||||||
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| April 5th, 2004 | #3 (permalink) | ||||||||
| Junior Member  Panchanka has no status.
Location: Ottawa Rep Power: 7 Gender:  Country:   | Mr Clean, You are the first person I see with the same setup I have in my call centers. We had this same problems with Genesys 5, and it was a driving force to up grade to 6.5. Since the upgrade this has not happened. We did nothing in LD 23 that would rectify the problem. I will check a couple of things and get back to you. | ||||||||
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| April 5th, 2004 | #4 (permalink) | ||||||||
| Junior Member MrClean61 has no status.
Location: Knoxville, TN Rep Power: 8 Country: | Backup/restore Thanks Panchanka. I look forward to your insite. Genesys seems to be a very complicated piece of equipment. Chas2002 I asked the techs involved and here is what their response was: In all the test cases, we are waiting until the third party answers before completing the conference. Once the conference is complete, and all three parties are in conference, the agent in the middle drops, leaving the caller and the third agent on the line. Caller drops, and no release is sent by the pbx. We also have no Symposium scripting that I am aware of. The only part of Symposium we are using is the link (MLSM) service. Just in case this info will help anybody with a diagnosis. Thanks, MrClean61  | ||||||||
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| April 5th, 2004 | #5 (permalink) | ||||||||
| Junior Member Panchanka has no status.
Location: Ottawa Rep Power: 7 Gender: Country: | Mr Clean, After talking to my co-workers, they suggest that the agent repeated,ly switching from the hardset to the Genesys softphone, and vice versa caused out stuck in states. Unfortunetly this is not the same issue you are experiencing. | ||||||||
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