AST and Genesys

[cmcshane]

We currently have Genesys 6.5 ( t-server 7.1 ) running with Succession on the Meridian 81c. We've had numerous issues which we've worked through, but seem to have hit a wall with this scenario.

We are getting a lot of stuck calls as agents have to use a secondary DN to call the issuing bank. This DN is not monitored as you can only use 2 x AST values on the switch per set ( Primary DN and ACD Position ). Basically when the agent connects the call on the Primary DN to the bank on the secondary DN the call gets stuck as it is missing switch messaging for the call on the non-monitored DN.

Sorry if the above is a bit unclear, but any suggestions for workaround would be welcome.

Thanks

Colin

 

[johnpoole]

define "the call gets stuck as" a little better.


john poole
bellsouth business
columbia,sc

 

[cmcshane]

Oh yeah...What I meant was that as Genesys does not receive a mesaging event from the switch on the non-monitored DN, it will not hang up the transferred call. So, basically this agent will not be targeted by any of the routing strategies as it will see them as being unavailable ( on a call ). On the PBX side everything is fine, the TN is in an IDLE state. Sorry if above is a little unclear, if you need more info let me know.

 

[Telcomguy]

Since neither Genesys or the PBX is not sending any calls to the ACD position key, does it really need to be monitored? I don't know for sure, only Genesys can answer this question. I'm thinking that you could program the AST's as your primary and secondary DN keys to solve the issue. You might want to test on one phone to see how it works.

If this doesn't work you only solution may be to have the agents do a transfer or conference from the primary DN when calling the bank (don't connect the conference or transfer, just hang up when their done) and pick the original caller back up.

Of course the best solution would be to replace Genesys with Nortel's Symposium software and you won't have these integration issues. This is just one of many issues you will encounter with Genesys.

 

[jonmohr]

CMCShane:

Make sure you are targetting the agent's extension via the function block in IRD:

UseDNType[CFGExtension] This was a big help to me in the targetting of agents.

One of your AST's has to be on the agent's ACD Position key and the other has to be on the agent's main extension. Make sure both of these values are definied appropriately (ie ACD Position = value of agent's ACD Position and the Extension = value of the agetn's extension) in CME. Also, make sure both of these values exist in the agent's place in Genesys.


Let me know if you have any other questions. Hopefully this will help.

 

[cmcshane]

Yeah know what you mean "Telcomguy" about reverting back to Symposium, as all we've had with Genesys is endless headaches and lots of process change just to make it work ( and not that effectively at that ). Unfortunately I'm not in a position to revert back, but am the one left trying to find solutions. ( Never had these issue with Symposium ). One question on the non-monitoring of the ACD Position. Surely, we need that as the agent logs in to the position ? Genesys wouldn't know if the agent was logged-in or not if we didn't have it as an AST value. Or am I missing something. Thanks guys for all the suggestions by the way....

 

[mikeyb123]

I don't think that there is a way around this, other than changing the way calls are transfered around.

We can only monitor 2 AST's as well.

So the call comes in on key zero then the agents xfer the calls via key 1 so there's no need for another key

It's not getting any smarter out there. You have to come to terms with stupidity, and make it work for you.