Inbound Call Status Incorrect in CCSupervision

[ferrariwa]

Hello,

We have been experiencing an issue where an inbound call is displaying as a PriExtConv (purple/pink colour) in CCSupervision instead of the usual green. The call is routed to the agent via Genesys however within CCPulse the monitor status correctly interprets this as an inbound call. Although it does not affect our stats (collected from genesys) it is giving us an incorrect view as half the agents show as green (Direct Conv or ACD Conv), and others as mentioned above.
A few things to note:
[*] This problem only affects most recently created agent ACD extensions (users in alcatel 4760) however we cannot distinguish between these and older ones (they are exactly the same except number).
[*] The incorrect status only occurs when Genesys routes the call. If the switch routes it, the status is correctly green and shows as ACD Conv.
[*] Within CC Supervision, if we left click an agent in the PriExtConv call, it does not display anything in the pilot field however if we look at an agent on a Direct Conv or ACD Conv, a value is displayed within that field.

Any ideas?

Thanks,
WA

[cavagnaro]

The PG is RSI or Agent type?
Can you post TServer logs for one call indicating the ConnID?
Are these agents created on both sides (Genesys and OXE correctly?)
Are you using RSI of HG for routing in Alcatel?

[ferrariwa]

The PG is RSI or Agent type?
Can you post TServer logs for one call indicating the ConnID?
Are these agents created on both sides (Genesys and OXE correctly?)
Are you using RSI of HG for routing in Alcatel?

Have requested the tserver logs from IT so will post once received.
The processing group is agent type.
We are using HG for routing.
The agents are created on both Genesys and OXE (assuming correctly as they match the agents where the issue does not exist)
Thanks,
WA

[cavagnaro]

Instead of HG can you try using a RSI for routing?

[ferrariwa]

Hello,
Would anyone help in defining what the Pilot Direct Call field within the Alcatel processing groups is?
I think there is a link between this field and the problem we are currently experiencing. Having checked the agent status within ccsupervision , the agent whose status is correctly showing as 'green' Conv Dir.Call has a number defined in the pilot field - but agents who are in a 'purple' Pri Ext Conv call do not. The pilot number links back to the pilot direct call field within that agents processing group.
As the mystery involves why some agents under one processing group have the problem and others do not, I thought an explanation as to its function might help resolve the issue.
Thanks,
WA

[ferrariwa]

Hello,
The problem has been resolved !
It was caused by the private agent number within the ccd operations data management being empty within the alcatel configuration! When we added a value (the same number as the user) everything was ok.
Thanks for any responses.

[centralfix5]

Hello,

I'm having the same issue but adding the private number and you mentioned didn't work for me. Any other suggestion?

Thanks.!