Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: pdavid on May 01, 2007, 06:05:31 PM

Title: RONA Solution for OCS
Post by: pdavid on May 01, 2007, 06:05:31 PM

Ok folks here's my question, I've already been told that no such solution exists by my internal team, and I understand however I'm looking to see if there are other solutions.

For inbound calls if an agent doesn't answer there are RONAs that report out on this by agent with date/time stamp, I believe this is at the switch level (not sure), but I'm wondering if there is the same type of alert for OCS calls?

Just like for inbound, we're trying to find out if there are RONAs for OCS calls.

Title: Re: RONA Solution for OCS
Post by: CTIgem on May 01, 2007, 08:09:51 PM

I guess RONA is Ring no answer or something?
Been awhile but OCS should record a status of the call results in the database.

Title: Re: RONA Solution for OCS
Post by: pdavid on May 01, 2007, 09:05:20 PM

Yes it's Ring Only No Answer, OCS does contain a record status result in the database, but I'm looking to see if there's a solution to have an alert sent out if an OCS call is sent to an agent where the agent doesn't answer.

I know through historical reporting one can nail down by handle time of 10 secs or later, but that won't isolate the true RONA type calls because some calls can last that long depending on customer response.

Title: Re: RONA Solution for OCS
Post by: victor on May 02, 2007, 11:07:03 AM

I am confused. Why OCS DB status is not good enough???

Title: Re: RONA Solution for OCS
Post by: CTIgem on May 02, 2007, 12:39:13 PM

Here is what I understood..

1. OCS makes outbound call.
2. Got answer indication.
3. OCS transfers call to an avail agent
4. Avail agent, ring no answer.

I think, from switch point of view, RONA is RONA.
No matter weather calls coming from inbound or outbound.