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.
Tuesday, 18 November 2008
Monday, 17 November 2008
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
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
Tuesday, 4 November 2008
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 |
Friday, 31 October 2008
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 :))
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 :))
Wednesday, 29 October 2008
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?
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.. :)
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.. :)
Thursday, 31 July 2008
How to start Oracle Database in Solaris
Starting the Oracle Database
Follow the below mentioned steps to start the oracle database
- sqlplus /nolog
- connect username/password as sysdba
- On sqlplus prompt, type startup
This will start the oracle database instance successfully.
Starting the Listener
The listener can be started before or after the database instance is started, it doesn't matter. You can start the listener with a simple lsnrctl start:
bash-2.05$ lsnrctl start
LSNRCTL for Solaris: Version 10.1.0.2.0 - Production on 11-OCT-2004 15:42:55
Copyright (c) 1991, 2004, Oracle. All rights reserved.
Starting /u01/app/oracle/product/10.1.0/db_1/bin/tnslsnr: please wait...
TNSLSNR for Solaris: Version 10.1.0.2.0 - Production
System parameter file is /u01/app/oracle/product/10.1.0/db_1/network/admin/listener.ora
Log messages written to /u01/app/oracle/product/10.1.0/db_1/network/log/listener.log
Listening on: (DESCRIPTION=(ADDRESS=(PROTOCOL=tcp)(HOST=10.10.0.130)(PORT=1521)))
Connecting to (DESCRIPTION=(ADDRESS=(PROTOCOL=TCP)(HOST=10.10.0.130)(PORT=1521)))
STATUS of the LISTENER
------------------------
Alias LISTENER
Version TNSLSNR for Solaris: Version 10.1.0.2.0
Start Date 11-JUL-2008 15:42:55
Uptime 0 days 0 hr. 0 min. 0 sec
Trace Level off
Security ON: Local OS Authentication
SNMP OFF
Listener Parameter File /u01/app/oracle/product/10.1.0/db_1/network/admin/listener.ora
Listener Log File /u01/app/oracle/product/10.1.0/db_1/network/log/listener.log
Listening Endpoints Summary...
(DESCRIPTION=(ADDRESS=(PROTOCOL=tcp)(HOST=10.5.11.118)(PORT=1521)))
Services Summary...
Service "genesys" has 1 instance(s).
Instance "genesys", status UNKNOWN, has 1 handler(s) for this service...
The command completed successfully
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