Genesys/Nortel integration

[schasak]

Having some issues with Nortel/Genesys integration. Genesys is monitoring the Key 0 ACD position. We want to have our agents be multi-skilled, is there some way for Genesys to get acurate agent stats for multiple skills monitoring only the one ACD position ID.

Thanks for you assistance on this.

 

[janaya]

Yes. Genesys is a skill set based reporting application. We installed years ago on Nortel 25.40B and we had numerous agents in multiple skills and were able to report accurately.

It was a painful ordeal, but Genesys finally got it working, then the company was sold and it went away. Funny how that happened.

John

 

[schasak]

Does anyone know if there is anyway to pass the Symposium skillset information to Genesys? Genesys can monitor the ACD-DN which will give agent states. Genesys can also monitor CDN whcih will not give agent states. What we have is Genesys is presently routing the call by looking at the monitored ACD-DN and the agent states. This works fine, if the agent takes one call type, we are wanting the agents to take more than one call type and have Genesys get the proper agent state data. We do not have MQA as well and have been told that MQA would not work with Symposium correctly.

Thanks for your assistance on this!