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  • 1.  Wrapup codes -

    Posted 05-15-2019 21:27
    Hi
    Besides looking at the definitions on the resource page on system wrap up codes, where can I find more information to what determines the system wrap up. 
    For example recently I noticed that a series of outbound contacts contained ININ-OUTBOUND-EXTERNALLY THROTTLED
    While the definition makes reference to the campaign's maximum call limit on the Edge devices being exceeded, it also states to slow down dialing and lower the outbound line on the campaign. 

    Considering I don't assign a particular number of lines per campaign but in fact allow the dialer to determine this, how can I determine how many lines are assigning to the campaign?


    #Outbound
    #SIP/VolP
    #Telephony

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    Darryn Chang
    Stuff Limited
    New Zealand
    2 Years Purecloud
    ------------------------------


  • 2.  RE: Wrapup codes -

    GENESYS
    Posted 05-21-2019 17:15
    Hey @Darryn Chang,

    We discuss this question on the latest episode of the PureCloud Community Q&A Show. If you get a minute, check out the episode and let us know what you think.

    Best,

    Matt​ ​ ​

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    Matt Lawson
    Genesys - Employees
    Online Community Manager
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  • 3.  RE: Wrapup codes -

    Posted 05-21-2019 19:26
    Cheers Matt

    I'll try the support path and see if there's anyway to determine the how many lines are assigning per campaign.

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    Darryn Chang
    Stuff Limited
    New Zealand
    2 Years Purecloud
    ------------------------------



  • 4.  RE: Wrapup codes -

    GENESYS
    Posted 05-22-2019 13:22
      |   view attached
    Hi Darryn,

    In the Outbound Settings tab (see attached image), there are a couple org-wide options to consider.  First, you can play with limiting the number of calls per agent.  Lowering that will in effect put a limit on the number of lines that dialer is attempting to use.  For example, if you have 300 available lines on the edge and have 60 agents, you may want to set that limit to 5 which would ensure that you'd never exceed 300 lines.  However, you need to keep in mind that agentless campaigns would not be factored in so if you run one of those and use 60 lines (in the campaign settings), you'd have 240 lines remaining and would have to change the agent setting to 4 instead of 5.

    Second, if you are not taking inbound calls, you should have the max line utilization up to 100%.  That will ensure that all available lines can be used for outbound campaigns.  If you are taking inbound calls, you may want to adjust this up or down to make sure that your inbound calls are handled while freeing the most amount of outbound lines for campaigns.

    Also, we don't have a per campaign throttling control per se, but you can play with the abandon rate control.  Raising it will essentially "speed up" the campaign while lowering it would do the opposite.

    Finally, it may be time to invest in additional lines for your edge to open up more throughput.  Some of our customers have low contact rates and have ensured they have lots of lines and/or edges to handle the traffic.

    Hope this helps!

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    Chad McCormick
    Genesys - Employees
    Sr. Product Manager
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  • 5.  RE: Wrapup codes -

    GENESYS
    Posted 05-29-2019 14:02
    Darryn,

    It may not help much (since it does not show per-campaign stats) but you can graph the Call Counts by Trunk under Admin>Telephony>Metrics, and limit one graph to Outbound calls, another to show combined Inbound/Outbound, to get an idea of the call traffic on each trunk. You can also set it up to graph by Edge interface instead of by Trunk. You might get some useful info out of those graphs...

    ------------------------------
    George Ganahl CCXP, GCP
    Principal Technology Consultant
    Genesys
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