Genesys CTI User Forum

Genesys CTI User Forum => Genesys-related Development => Topic started by: purnakar on February 09, 2016, 10:22:31 AM

Title: Unknown Calls in GI2
Post by: purnakar on February 09, 2016, 10:22:31 AM

Hello All,

In GI2 reports, I have seen number of calls coming under the header 'Unknown' . when i checked the individual calls i could see these calls were disconnected while in the switch and the error mentioned 'Invalid Call Reference number'. May i know what this error means?
few calls i can see were even answered by agents but were tagged under 'Unknown', when i tracked these calls i could see HA was activated for the Tserver.

since the GI2 statistics are collected by ICON directly from the Tservers does it mean that if Tserver cant identify the call due to any reason (reason for call disconnection is not known etc) such calls will be treated as unknown calls by GI2?

Thanks in Advance

Title: Re: Unknown Calls in GI2
Post by: Kubig on February 09, 2016, 11:45:34 AM

It depends on used type of the switch. In general, it means that the call has left the CDN.