Genesys CTI User Forum

Genesys CTI User Forum => Genesys-related Development => Topic started by: PFCCWA on January 28, 2011, 12:25:52 PM

Title: Genesys Reporting Accuracy
Post by: PFCCWA on January 28, 2011, 12:25:52 PM

Hello,

Following a recent deployment of a genesys solution we have occurred problems by which reporting is never match to 100%.
A typical example involves calls entered at route point level are never always accounted for. On some days we will see a match, others will see a difference of 1-5.
Without breaking the routing up to determine where the missing calls could be, it seems very difficult to capture that 1 'rogue' call in a period of thousands.

I am wondering whether other users experience the same issue following a deployment and whether they accept the handful of calls missing or work towards a 100% match?

Thanks,
WA

Title: Re: Genesys Reporting Accuracy
Post by: cavagnaro on January 28, 2011, 06:33:58 PM

Which PBX are you using? Maybe Nortel???

Title: Re: Genesys Reporting Accuracy
Post by: PFCCWA on January 28, 2011, 08:33:33 PM

Avaya with SIP

Title: Re: Genesys Reporting Accuracy
Post by: cavagnaro on January 29, 2011, 05:21:34 AM

So you use Avaya as a MediaGateway with SIP TServer or what?? Maybe some more detail description of your infrastructure and call flow can be helpful and also LOGS!!