Genesys softphone lags showing caller data ---need help

[ademince]

Hi everyone,

I need a bit of help here. Our agents started complaining that the call is answered (with auto answer) however the Genesys softphone is lagging 5-10 seconds to show the caller details (such as which queue is the call from) therefore having difficulty with the right greetings. (multi skilled agents). We have checked the agent log files, Tserver log files and nothing seems to be wrong. We also had our network guys to check the network and no issues there. Any help or lead will be appreciated.

Kind Regards

Adem

[Jerry]

What SDK have you built the softphone with?

~J

[Adam G.]

Sounds like he's using GAD.

[ademince]

[quote author=Jerry link=topic=4766.msg21316#msg21316 date=1255410859]
What SDK have you built the softphone with?

~J
[/quote] GAD 7.6.200.10 is used by our maintenance providers.

[Timur Karimov]

1. upgrade it to 7.6.202.08. early version have the same bug in AIL.
2. check the log level. lower it to smallest available level, coz GAD performance is to sensitive for it.

WBR Thaler

[victor]

I strongly suggest moving away from GAD if you can. I found that having a third-party softphone usually costs me less than full-blown GAD with incessant need to upgrade.

[Timur Karimov]

[quote author=victor link=topic=4766.msg21404#msg21404 date=1255880600]
I strongly suggest moving away from GAD if you can. I found that having a third-party softphone usually costs me less than full-blown GAD with incessant need to upgrade.
[/quote]

I agree it for the mid- and big-size contact center with lot a technical spec with deep knowledgeably of Genesys product. But for small installation - GAD is can be really good choice as solid all-in-one in box solution.

P.S. But person, who install, configure and extend the GAD also shall be know how it cooked =)