Infinite looping of interactions

Problem: In this scenario, chat requests are routed to agents perfectly fine. IRD trace view also confirms the same. But when the chat interaction is complete and ended, the same interaction pops up on agent's screen. You may have to do all that is possible to stop it from coming again. But even after the "mark done" button in agent's desktop is clicked and the customer page has the chat interaction properly ended, the flashing new interaction continues. A peculiar fact about the interaction is that as soon as the chat request is answered, it shows the "calling party: Left session".

The same applies to e-mail interactions also. Emails may get routed literally infinite number of times.



Solution: Well, if you encounter this problem, it can be fixed by modifying the routing strategy. Open the routing strategy and wherever there is a "stop" block, insert a "stop interacton" block with settings: Check Notify and Delete. Select option 3rd party server and in Apllication type choose the chat server or email server depending on the type of interaction.

Rules Wizard bug in Avaya CCE

Avaya CCE Product team is identified a new bug in 'Rules Wizard' component  in version 3.0.3 update 01 and possible work-around solution for the same.

When using the Rules Wizard to edit an existing rule, the end result may be the new rule appended to the existing rule and the rule will not work.

The only work around at this stage is to edit the rule directly in Configuration Manager or in the ".ini" file for CCE Desktop.

Applying the treatment in Outbound dialer using GAD

Recently, a team member asked me whether the agent can apply the treatment only when he wants to.

Answer for it is "YES". From version 7.0.201.05 release, new option is available in Genesys to activate this functionality. We need to configure the following values in 'GAD' application object to enable the agent to select the treatment

Section             : outbound

Option Name   : treatment

Value               : agent-selection

From the next call onwards, there will be drop-down box near the "Mark Done" button in GAD to select the treatment.

If you have any more tips, please send it to blakshmikath (@) gmail (dot) com

Avaya CCE and AES Compatability Chart

Many of you have requested for Avaya CCE and AES Compatability chart through email. Here is the chart for your reference

	CCE 2.0.x	CCE 2.1	CCE 2.1.1	CCE 3.0.x
CVCT 3.x to 11.x with CVCT Client	Y	Y	Y	N
Avaya CT 1.3 with Avaya CT Client 1.3	Y	Y	Y	N
Avaya CT 1.3 with AES Client 3.1.1	Y	Y	Y	Y
AES 3.0 with Avaya CT Client 1.3	N	Y	Y	N
AES 3.0 with AES Client 3.1.1	N	Y	Y	Y
AES 3.1 with Avaya CT Client 1.3	N	N	Y	N
AES 3.1 with AES Client 3.1.1	N	N	Y	Y
AES 4.0 with Avaya CT Client 1.3	N	N	Y	N
AES 4.0 with AES Client 3.1.1	N	N	Y	Y
AES 4.1 with AES Client	N	N	Y	Y
AES 4.2 with AES Client	N	N	Y	Y

Predictive outbound in Genesys(Avaya pbx)

Intended Audience: If you want to configure outbound in predictive mode in Genesys CTI and Avaya pbx.

Prerequisites: Genesys framework and Outbound solution (OCS and OCM)

Before beginning the work, ensure that your Avaya pbx has Call classifier card configured with enough number of call classifier ports.

Predictive dialing needs Vector Destination Numbers (VDNs) to be configured both in the switch and Genesys CME.

You can verify with Avaya personnel to create a VDN on the switch.Make a note of the VDN created. Now create and configure the same VDN on CME. VDN in CME is  a DN of type route point with switch-specific type as 2. Done ? now you can consider as half way through!

Make sure from the Avaya personnel that the VDN has Class of Restriction (COR) configured to allow outbound dialing. You can test the same by making a call from that VDN manually.

Now we will go to the routing part. In IRD, create a simple strategy to route the calls to an agent group. Load the strategy on to the VDN.

Now create a calling list with outbound numbers. Logon your agents. Start your OCM and run the campaign. In IRD's monitoring view of the strategy,[polldaddy poll=1061554] see if the calls are routed.

Can you see the call in agent desktop?. Cheers! :)

NO ? Post your error code in this blog and Lakshmi is there to help you :))

Network Logging in Genesys

How to configure network logging in Genesys ?

Network logging in Genesys is a multi-step process. First, the application sends the log record to Message Server. Message server sends record to update in DB.

1. Create Log Database 

2  Initialize the database using the scripts in Message Server installation folder

3. In Message Server, add connection to LogDAP

4. In Message Server, set property 'messages\db_storage' as "true"

5. From any application object (like T-Server), add connection to the Message Server

Please note that log level should be set to network for any centralized logging. 

It is simple, isn't it?

CTI link bouncing

Yes.. This could be a rare scenario as you think. But if you have used T-server with switch simulator,chances are more that you could have encountered this problem.

In this case, the T-server disconnects from the switch and status changes to "Service Unavailable".But after a while, the switch - Tserver connection is restored and the status becomes "started". Again, this doesn't last for much time. Just wait for some 45 seconds and the link goes down. And this game continues to give the same trouble.

Solution: In T-server, the option ts-tp-enabled should be set to false and this will fix the problem if you are as lucky as i am.. :)