Genesys and auto answer

[dkindness]

Hi All,

I've got a bit of a problem with auto-answering and Genesys and was hoping that someone could help.

What I want is calls delivered to agents as a result of an adjunct routing link vector step to auto-answer but direct calls from one agent to another to ring at the turret.

In order to get calls from Genesys to auto-answer, I believe I have to set the Route Through Queue parameter in Genesys to True and enable Direct Agent Calling on the COR for the CTI Link, the VDN's and the Agent Login ID's. With this setup, calls from Genesys auto-answer. The problem is that direct calls from one agent to another also auto-answer. On the Login ID form I have auto-answer set to ACD.

I don't know if I'm missing something or if this is just the way it is. I spoke to an Avaya tech today who said he didn't think the agent-to-agent calls should auto-answer but he's going to speak to tier 3 and call me tomorrow.

Anyone else come across this?

I'm running v11 and Genesys Ver 6.5. If you need any more info let me know.

Many thanks,
David

 

[avayaman]

Well I don't know about Genesys, but I have a Call center using auto answer & direct agent calls auto answer as well. What you may be able to do is set up a direct agent skill & make it non auto answer. Assign it in the agent form under the direct agent skill prompt & put in the boxes below as SL 1. That ensures direct agent calls are at the top of the Q. Make sure you make the direct agent skill as ACD y Vector Y & Queue Y and give it a fairly heafty Q lenght. Not sure if this will work, but its worth a try.

Paul Beddows
Avaya Implementation
Telus
Vancouver, Canada
E-mail via

http://www.vancouver.hm/email.html

 

[dkindness]

Thanks for the suggestion. I gave this a try but they still auto-answer.

Avaya suggested setting auto answer on the agents to station, auto answer on the station to acd and not enabling Direct Agent Calls on the station's COR. This also didn't work - I assume because the agents COR overrides the station they are logged into.

It looks like I'm either going to have all calls auto answer or none. I don't fancy giving our agents the choice of whether to answer a call from a customer or not so I guess it's all.

Thanks again,
David

 

[avayaman]

Well I suppose you could always set the coverage path parameters in the agent ID so that the "all" field is set to yes, then cover the call to the extension number of the physical set. As long as auto answer is only set on the agent ID form & not on the set, that might work, although that might bring up some stats issues & possibly some VM issues if there is one involved, but those should be resolvable.

Paul Beddows

Avaya Consulting, Implementation, One on One EAS & Definity Training for PBX Administrators.

Vancouver, Canada
E-mail avaya@vancouver.hm