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 person’s properties in CME which you use while logging in CCpulse. In the Ranks tab, click add and select CCpulse, with ranking for the person as administrator. Restart the CCpulse and now you should be happy seeing all the menu options back..

Cheers!!
Gururaj S

CCpulse Thresholds and Actions – A simple workaround.

CCPulse is not as boring as CCplus you know? (Now C++ guys plz dont curse me ) Its worth playing around… 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 ‘Call inbound’ for:
0-24 seconds = The state ‘callinbound’ should be in normal colour
25-85 seconds = Yellow Colour
85 and above = Red colour

Solution:
To begin with, go to threshold wizard (asking me where is it? Goto tools menu) and on the object type side, select ‘Agent’. Then select Newscript and click next. Give the name for the threshold say Yellow. In the Threshold script box, type the condition required:

if Threshold.Statvalue >= 25 and Threshold.Statvalue <= 84
Threshold.Result = true
End If

Test and finish. (If you dont test you may not get the finish button.. so dont break your head with the disabled button ) .
Now its time to get into action.. I mean action wizard. Create a new action script say yellow and in the ‘Action Script’ type as:

CCPulseNotifier.SetColor(Color.Yellow)

Now repeat the same for Red script except that the condition and color in action should differ:

if Threshold.Statvalue > 85
Threshold.Result = true
End IF
For the ‘Red’ action:
CCPulseNotifier.SetColor(Color.Red)

Now go to the CCpulse view and right-click on the statistic ‘CallInbound’, select ’set threshold’. Apply Yellow threshold and yellow action and similar for Red. Drop a inbound call on the agent and watch the statistic. It should change the colour like a chameleon .

Cheers!!
Gururaj S

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 – Route the call to default destination
ignore – Ignore the error
delete – Delete the call from URS memory
reroute – Repeat the request
try_other – Find another target

Cheers!!
Gururaj S

How to handle Abandoned calls?

Is your customer worried about increasing number of abandoned calls? No worry..
You can handle the abandoned calls very well in Genesys.
All you need to do is pay me some 100,000 £ (lol)..

To handle abandoned calls you have to first create a strategy that would have the business logic as required to handle abandoned calls. For example, to add the caller’s number to the callback list, or send a mail alert to the supervisor that your golden customer was left alone on the streets i.e., abandoned . What next? Yes you have to execute this strategy in case of abandoned. For this use the function OnCallAbandoned[strategy name] , which sets the strategy to be executed if EventAbandoned is received..

Now you will be happy with appreciation mails from customer..lol..

Cheers!!
Gururaj S

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 CME, select the calling list
• Go to Annex Tab and create section ‘default’, if not available already
• Create option ‘dial_log_destination’ with value as ‘Folder Path’ to store record history log files
• Create Option ‘dial_log_delimiter’ with value as ‘,’ to create comma separated delimiter between the fields

By default, it attaches the below mentioned mandatory fields

• record_id
• contact_info
• contact_info_type
• record_type
• record_status
• call_result
• attempt
• dial_sched_time
• call_time
• daily_from
• daiy_till
• tz_dbid
• agent_id
• chain_id
• chain_n

If you want to attach user-defined fields in the record history logging, please follow the steps below

• In CME, select the field .
• Go to Annex Tab and create section ‘default’, if not available already.
• Create Option ‘send_attribute’ with value as field name.

Record History log will then have the value with key as field name and value..

I am playing with Genesys 8.0 and planned to cover the details in the coming weeks.. keep watching this space..

Values of GSW_STAT_EVENT in log file

Last week, customer reported an issue ‘Campaign Callback rescheduled call details are missing’ 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 dialer solution and hope you will find it useful too

 CampaignActivated = 1,

CampaignDeactivated = 2,

DialingStarted = 3,

DialModeChanged = 4,

DialingStopped = 5,

WaitingAgentStart = 6,

WaitingAgentOver = 7,

WaitingPortsStart = 8,

WaitingPortsOver = 9,

WaitingRecordsStart = 10,

WaitingRecordsOver = 11,

SystemErrorStart = 12,

SystemErrorOver = 13,

CallCompleted = 14,

LeadProcessed = 15,

CallbackScheduled = 16,

CallbackCompleted = 17,

CallbackMissed = 18,

AgentError = 19,

RecordScheduled = 20,

Configuring SQL Server Express 2005 for Remote Access

If you are getting errors connecting to SQL Server Express 2005 via remote client software and don’t have any problem connecting to it from the local machine, this post might be useful to you

If you are getting the error messages listed below, then we might have solution for you :-)

• sql server does not allow remote connections
• SQL Network Interfaces, error: 26 – Error Locating Server/Instance Specified
• An error has occured while establishing a connection to the server. When connecting to SQL Server 2005,this failure may be caused by the fact that under the default settings SQL Server does not allow remote connections.(provider:Named Pipes Provider,error:40-Could not open connection to SQL Server))
• Server does not exist or access denied

This issue occurs because SQL Server Express 2005 is not automatically configured for remote access and have to enabled  manually

Follow the steps below to enable remote access in SQL Server Express 2005

1. Enable the TCP/IP protocol using the Surface Area Configuration Utility for remote connections
2. Enable the TCP/IP protocol in the SQL Server Configuration Utility
3. Make sure the SQL Server browser is started
4. Restart the system for changes to take effect

If you have any other suggestions, please let me know via comments and will update the post accordingly.

How do you configure ‘third party applications’ to be managed by Genesys?

You can monitor ‘third party applications’ like Tomcat in Genesys Management Framework. You need to configure new application object using ‘Third Party Application’ 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 –> Annex –> start_stop (section) –> start_command (option name)

To configure stop command, Application –> Annex –> start_stop (section) –> stop_command (option name)

I will be posting more tips & tricks in this site and if you would like to cover any particular topic, kindly let me know

How to avoid ‘Administrator’ access to supervisors?

In Genesys, if you are configuring non-agent, they are automatically added to the ‘Administrators’ 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 person from Administrators group.

From 7.6, you can disable the default access to the users. For every user, you need to manually assign him to the access group.

To disable the default access, create section ‘Security’ in Configuration Server ‘Options’ tab and configure the option to ‘no-default-access’ to ‘0’. Simple and found it useful to avoid any human errors

How to enable Audit log feature in Genesys?

I have been asked many ‘how to’ questions by junior team members and thought that I will share it with everyone here..

You can enable ‘Audit logs’ in just three steps

• Configure ‘Configuration Server’ to be managed by Management Framework. For assistance on configuring configuration server, please refer to post ‘Configure Configuration Server in CME’
• Enable network logging for trace level for ‘Configuration Server’ and ‘SCS’.
• As always for network logging, add connection to ‘Message Server’ from Configuration Server and SCS

I will be posting other tips and tricks shortly. If you have any tips to share or would like to know about tips on any components, let me know