dmoore7648
IS-IT--Management
We are currently setting up Genesys and are going to use Genesys to queue calls instead of the Avaya. Here are a few questions I have regarding the setup:
1) Since Genesys will be sending the calls directly to the agent, how would RONA’s be handled? Is Genesys responsible for redirecting the call or does it need to be setup in a cover path? If coverage path, how do you differentiate between queue calls and calls that should be send to VM?
2) Does Genesys route the call to the physical extension or the Agent Login ID?
Thanks!
1) Since Genesys will be sending the calls directly to the agent, how would RONA’s be handled? Is Genesys responsible for redirecting the call or does it need to be setup in a cover path? If coverage path, how do you differentiate between queue calls and calls that should be send to VM?
2) Does Genesys route the call to the physical extension or the Agent Login ID?
Thanks!