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  • 1.  500% calls showing on Interaction Desktop and ICWS

    Posted 04-15-2020 12:35
    Hi All, 

    We have successfully set all our agents to work from home in these tricky times however we seem to be getting an increased number of calls that try to connect to an agent, the agent clicks pick up and then nothing. It moves them into a state of ACD - Agent not answering.

    They then look on their call history and have a 500% number in the customer telephone field. It is happening on all of our lines(not just one). No changes have been made to any of our attendant profiles. Just wondering if anyone else is struggling with this? Or if you were and manage to correct it. 

    We have tested network providers, bandwidths and VPN connections. Some agents have poor Network connections which we know will create issues in there own rights but most of the agents have full Internet connections, Full mobile network connection and are connected to our VPN. 

    We have also tried SIP Soft Phones with a few agents but this is still happening. 

    Any help would be greatly appreciated.

    Thanks, 

    #Routing(ACD/IVR)

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    Vicki Ward
    Dallier and Resource Planning Manger
    Agria Pet Insurance
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  • 2.  RE: 500% calls showing on Interaction Desktop and ICWS

    Posted 04-16-2020 03:58
    Hi there, due to using VPN, have you opened WebRTC ports on Firewall?

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    Reginald Sheraton
    Bytes Systems Integration a Division of Altron
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  • 3.  RE: 500% calls showing on Interaction Desktop and ICWS

    Posted 04-17-2020 03:23
    Hi, 

    All our traffic goes through secure tunnel. All required ports are open. 

    Thanks 



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    Vicki Ward
    Agria Pet Insurance
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  • 4.  RE: 500% calls showing on Interaction Desktop and ICWS

    Posted 04-16-2020 08:43
    Vicki - we had the same issue here and we were finding cell and landline companies were beginning to classify our calls to the agents remote station 10 digit number as spam, because they were seeing the same ANI over and over. The agents had to configure their cell or landline settings to allow the calls thru. This might not be your issue since you're seeing the same thing with your soft phone connection. However, if you have firewall settings and you separate voice vlans from data vlans, like Reginald mentioned, those data vlan ports now require an open path.

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    Dennis White
    Salelytics, LLC
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  • 5.  RE: 500% calls showing on Interaction Desktop and ICWS

    Posted 04-16-2020 10:04
    Hi Dennis... can you explain :"The agents had to configure their cell or landline settings to allow the calls thru"  

    We've been having the same issues, but were unsure if it was due to Cell network overload as it seems to be sporadic.


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    Therese Moorhouse
    Pacific Blue Cross
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  • 6.  RE: 500% calls showing on Interaction Desktop and ICWS

    Posted 04-17-2020 08:44
    If they are grouped together and sporadic, it might congestion on the cell network. Some of our agents had to either call their provider (Spectrum is our thorn right now) or go to their URL management page to configure their settings to allow blocked calls thru. The providers to date, haven't been willing to white list our outbound line ANI.

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    Dennis White
    Salelytics, LLC
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  • 7.  RE: 500% calls showing on Interaction Desktop and ICWS

    Posted 04-16-2020 12:45
    Assuming that this is the issue, one way to reduce the same ANI over and over is to use a persistant connection. That way, it will be one long call (per day, or per shift) rather than lots of short calls...


  • 8.  RE: 500% calls showing on Interaction Desktop and ICWS

    Posted 04-23-2020 19:26
    Hi if you have more than 250 calls going out with the same number you have chances of getting flagged, https://calleridreputation.com/ has an option to register as a trial up to 5 numbers that will show you who flagged it and you can reach out to them to remove the number or register the number as legit, their service is not expensive even on a continued basis.

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    Joseph (Joe) Jacobowitz
    B&H Foto & Electronics Corp.
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