Rechelle,
What sort of device do you have at the edge of your network such as an SBC or gateway?
What carrier do you use and what sort of lines do you have such as PRIs or SIP trunks?
VAR stands for Value Added Reseller, basically the company you bought the CIC phone system from and get support from assuming you are not a direct customer.
Have you set up a dummy agentless campaign to see if there is a delay in the agentless campaign as well? This isn't exactly apples to apples but it would allow us to possibly narrow down where the delay is.
Also for your SIP lines do you have them set up for early media or delayed media?
Looking at the SIP engine log on the CIC server have you tracked one of the calls to see what CIC is doing with the call. I would be especially interested in figuring out which media server processes the call and then look at the media server log to see if it gives any indication as to why things may be delayed.
Thinking about this logically there are only a couple spots the delay could be coming from. I would think we could have a delay in the SIP communication or perhaps retries. Alternately the delay could be within the CIC server itself where its having a hard time routing calls through it but I would suspect if this is the case you would have other routing issues as well.
On that note are you having any other routing issues or delays in the system? How many agents do you have on the system, and have you looked at server performance to make sure the server is sized properly?
Thanks,
------------------------------
Mark Tatera
ConvergeOne
Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk.
------------------------------
Original Message:
Sent: 08-12-2019 15:22
From: Rechelle McConne
Subject: Call Connection Delay
Hi Mark,
Does this delay happen on every call? - Not on every call
When you test do you answer the phone and say "hello" or just pick up the phone and sit there in silence? - I say "Hello" soon I pick up the phone.
The Assuming you have call analysis enabled on the campaign dialer will be listening to try to see if there is a live person or answering machine.
How do you have your campaign configured, I assume its set for live person go to agent. - It it's alive person or an answering machine send it to agent and if it's not send it to the system.
I would still suggest testing with a physical phone to rule out any sort of delay between the SIP soft phone and desktop but based on your info above it sounds like the delay is before the call is delivered to an agent. - Correct
Have you opened a ticket with your VAR/Genesys, it should be pretty easy for them to help you track this down. - What is VAR stands for?
We have a ticket submitted to the vendor since last year and still having this issue.
I really appreciate your help. Hopefully we can figure it out soon.
------------------------------
Rechelle McConnell
CHRISTIAN BROADCASTING NETWORK
Original Message:
Sent: 08-07-2019 17:21
From: Mark Tatera
Subject: Call Connection Delay
Rechelle,
Does this delay happen on every call? When you test do you answer the phone and say "hello" or just pick up the phone and sit there in silence? The Assuming you have call analysis enabled on the campaign dialer will be listening to try to see if there is a live person or answering machine. How do you have your campaign configured, I assume its set for live person go to agent. I would still suggest testing with a physical phone to rule out any sort of delay between the SIP soft phone and desktop but based on your info above it sounds like the delay is before the call is delivered to an agent.
Have you opened a ticket with your VAR/Genesys, it should be pretty easy for them to help you track this down.
Thanks,
------------------------------
Mark Tatera
ConvergeOne
Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk.
Original Message:
Sent: 08-07-2019 15:13
From: Rechelle McConne
Subject: Call Connection Delay
Hi Mark,
Thank you for the input. I'll try that. We've been using Poly-coms but not through virtual environment and have the same issue.
------------------------------
Rechelle McConne
CHRISTIAN BROADCASTING NETWORK
Original Message:
Sent: 08-07-2019 10:15
From: Mark Tatera
Subject: Call Connection Delay
Rechelle,
When you are saying they are logged into virtual machine via ININ SIP softphone do you mean there is some sort of remote desktop server (such as Citrix or Amazon AWS) where the agents are logging into a remote desktop somewhere to do their work? Then the SIP soft phone is running in the virtual desktop enviornment pushing audio through the remote desktop application to a local PC to come out the USB headset. If this is the case I don't believe this setup is supported by Genesys. A while back I tested this (even though it was not supported back then) and I had similar issues with the call audio being delayed as well as audio issues since audio can not be guaranteed when delivered via terminal services.
You will need to check with Genesys as things can change but I don't believe this will be supported and I suspect if you use SIP soft phones on the physical PC and not through a virtual enviornment your delay issues will go away.
Thanks,
------------------------------
Mark Tatera
ConvergeOne
Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk.
Original Message:
Sent: 08-05-2019 13:03
From: Rechelle McConne
Subject: Call Connection Delay
Hi Paul,
Agents are logged into to Virtual Machine...connecting through ININ SIP Softphone (Jabra Headset), Interface thin client.
Thanks in advance.
------------------------------
Rechelle McConnell
CHRISTIAN BROADCASTING NETWORK
Original Message:
Sent: 08-03-2019 18:35
From: Paul Simpson
Subject: Call Connection Delay
Ok, can you confirm how the agents are connecting? Physical phones (in which case, what make?) Softphones? Etc.
------------------------------
Paul Simpson
Senior Technical Instructor
Original Message:
Sent: 08-02-2019 15:32
From: Rechelle McConne
Subject: Call Connection Delay
Hi,
Please help me find out why our called party contacts are experiencing delay connection.
The system dials the number -->> Connected to the Called Party Contact -->> Answered "Hello" (more than one hello) --> Assigned to the Agent -->> heard the whisper tone after 10 seconds...
It takes time before it connects to the contact. Get complains about taking so long before the agent responds.
I am not seeing any delays in Call Detail view (database) though. We've done packet capture but not sure how to determine what's causing it.
#Outbound
------------------------------
Rechelle McConnell
CHRISTIAN BROADCASTING NETWORK
------------------------------