CCpulse Thresholds and Actions - A simple workaround. CCPulse is not as boring as CCplus you know? (Now C++ guys plz dont curse me š ) Its worth playing aroundā¦ We will look at a small example which uses thresholds and actions.. The requirement is: CCPulse has a view which shows State of the agent. When agent in on state
CCPulse options in menu greyed out (disabled)? When you try to access the options like threshold wizard, action wizard template wizard etc.. on CCPlulse menu bar, it may be disabled or greyed out. How to fix this? This is due to lack of permission. To fix this, goto the personās properties in CME which you use
URS option on_route_error.. what it really does? Option on_route_error defines what to do when an attempt to route a call resulted in an error, which is thrown by the Tserver to URS. If you are used to logs, you will find the EventError after RequestRouteCall. Possible choices include: default ā Route the call to default destination
How to handle Abandoned calls? Is your customer worried about increasing number of abandoned calls? No worry.. š You can handle the abandoned calls very well in Genesys. All you need to do is pay me some 100,000 Ā£ (lol).. To handle abandoned calls you have to first create a strategy that would have the business
Attaching Record information to OCS Record History logging Record History logging provides you with additional reporting options for calling lists. This logging process does not use database access to write logs; instead it uses flat (text) files that the customer defines. You can turn enable this logging for selective calling lists. How to configure Record history logging: * In
Values of GSW_STAT_EVENT in log file Last week, customer reported an issue āCampaign Callback rescheduled call details are missingā in the canned reports. After few hours of log analysis, it seems to be a defect in Genesys Dialer (OCS) and raised SR with support team. I found this tabular list very useful while debugging reports for
Configuring SQL Server Express 2005 for Remote Access If you are getting errors connecting to SQL Server Express 2005 via remote client software and donāt have any problem connecting to it from the local machine,Ā this post might be useful to you If you are getting the error messages listed below, then we might have solution for
Configuring SQL Server Express 2005 for Remote Access If you are getting errors connecting to SQL Server Express 2005 via remote client software and donāt have any problem connecting to it from the local machine,Ā this post might be useful to you If you are getting the error messages listed below, then we might have solution for
How do you configure āthird party applicationsā to be managed by Genesys? You can monitor āthird party applicationsā like Tomcat in Genesys Management Framework. You need to configure new application object using āThird Party Applicationā Template. To start and stop using SCI, please configure start and stop command in Annex tab of the application object To configure start command, Application ā> Annex
How to avoid āAdministratorā access to supervisors? In Genesys, if you are configuring non-agent, they are automatically added to the āAdministratorsā access group. Many times, we have to configure Supervisors and would like to provide access to their agent group only. Prior to 7.6 version, it is achieved by creating new access group and removing the
How to avoid āAdministratorā access to supervisors? In Genesys, if you are configuring non-agent, they are automatically added to the āAdministratorsā access group. Many times, we have to configure Supervisors and would like to provide access to their agent group only. Prior to 7.6 version, it is achieved by creating new access group and removing the
How to enable Audit log feature in Genesys? I have been asked many āhow toā questions by junior team members and thought that I will share it with everyone here.. You can enable āAudit logsā in just three steps * Configure āConfiguration Serverā to be managed by Management Framework. For assistance on configuring configuration server, please refer to post
Configure Configuration Server in CME The Configuration Server Application object is preconfigured in the Configuration Database. You need to make the below changes in the Configuration Server Application in CME for Management Layer to control Configuration Server: 1. Open Configuration Manager aka CME 2. Create a āHostā object for the computer on which Configuration Server
Genesys Certification ā Consultant Inbound Voice I am glad to inform you that I cleared Genesys certification with 90% :-). It was one of the tough exams which I faced so far. One need to have good understanding of Genesys Framework & Architecture and functions of each components. Most importantly, if you have at-least one implementation
Configure SCS to use SMTP for sending emails In last week, I received nearly 10 queries from users to configure SCS to use SMTP to send emails. It is very simple and straight-forward configuration and requires restart of SCS Open or Create āmailerā section in SCS and configure the following values * * smtp_host: host name of the SMTP
How to find DBID of Applications in Genesys? In Genesys, you need to know DBID of applications to configure alarms/blocking logs from Message Server.Ā Ever wondered to find out DBID of the applicationā¦ Here is the trickā¦ Open configuration manager (CME) from command prompt, using the -d command line parameter. For example, āD:\GCTI\SCE.exe -dā
How to open the second interaction automatically? An interesting problem & solution again.. In Genesys Outbound Dialer solution, if the agent is doing post call work in GAD and receives new outbound interaction, they are not getting any screen POP. Agent has to manually click the phone button to get the customer details.. Very annoying..isnāt
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 agentās screen. You may have to do all that is possible to stop it from
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 agentās screen. You may have to do all that is possible to stop it from
Rules Wizard bug in Avaya CCE Avaya CCE Product team is identified a new bug in āRules Wizardā component Ā 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
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 āYESā. 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 āGADā application
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
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
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 Ā Initialize the database using the scripts in Message Server installation folder 3.
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 ā Service Unavailableā.But after a while, the switch
