MCS-G Genesys and Definity

[avgindyguy]

Dont know if anyone can help with this but it is worth a shot. We are deploying what is called MCS-G, which is basically the Genesys platform, but not based on premise. Other than the 1 T-server on premise all other servers are located within the MCI network. We have the T-server up and running and Genesys does see agents logged in. That seems to be working fine. However, when it comes to routing calls to that adjunt link we have a problem. My vector is pretty straight-forward and was written according to the documentation received. It basically says route the call to cti-link 1, which of course is an asai link through the T-server. This does not work though. When we call the VDN (route point, to Genesys) the call just disconnects. Am I missing something here, it would seem that in order to send the call back to the Genesys network we would need a TNT to send the call out wouldn't we. Anyway, if anyone has ever set this type of Genesys platform up please get in touch with me immediately. That is if you have the time, everyone seems to be busy these days. Any help would be appreciated.

 

[mrjedi]

I have a customer who has Genesys. Have you got all the options turned on in Disp Sys Cust. I think you need Ajuct Link, Asai Core and Plus and CT all turned on.

 

[avgindyguy]

Yes we have everything turned as required. It appears that Genesys has never worked with our release of ECS software, or at least that is what we are being told. Genesys Tier 3 is involved now. The ASAI link is up and the Genesys system can see our test agents logging in and out and changing work states. We just cant seem to route calls to them.

 

[scottyjohn]

we are currently deploying a similar setup at our call centres. We are running definity v11 and Genesys t-server 6.5 at the network and premise t-servers are 7.0. Everything seemed to be working fine with regards to the cti-link element. What do your "list trace vector" and "list trace vdn" reports say? Also try disp events, check the MAPD logs and also try to compare with the t-server logs. Is this a managed service from a Telco? If so do they allow you access to SCI to view the Genesys logs yourself?

John
ski_69@hotmail.com

 

[avgindyguy]

Ended up being the COR field in the switch. We had to have direct agent calling enabled to make the calls route correctly. I am still not real happy with this whole Genesys platform, but the decision was made elswhere if you know what I mean.


Thanks for the assistance

 

[scottyjohn]

I know EXACTLY what you mean! "Here is an ugly child we have adopted and its your job to make it pretty!"

John
ski_69@hotmail.com

 

[SteveS23]

I have the same feelings about Genesys and so Does my ex-company. They dropped and went with Cisco ICM or (geotel)

 

[wildcard100001]

I to have MCS G 6.5 in the cloud. We've had our share of fun as well. 108 T1's two centers across 5 sites, 1600 + agents. 4 G3R's and 1 s8700 all running v11.

Glad you got it worked out. Yep... DAC set to yes on the entire call path. XRP's, COR's, Stations, Agent Id's, CTI link etc... Our callmaster IV's would actually ring aloud if DAC wasn't enabled along the call path. The agents would still get the call(discovered in testing)though. They would also ring if they weren't skilled to the same skill as the lead hunt group number programed in CME. Hardphone and softphone integration... whew tons of fun.


Do you have a "master skill" where all calls are delivered to the XRP's? Or do you have them matched up 1 for 1? I am playing with the idea of only having 1 skill when ICR is happy. Then having the agents also assigned to multiple default route skills when reverting to percent allocation. How are you doing this?


Other issues:
Service Observing an agent while the agent is trying to transfer a call via softphone..... Genesys says.... 9 months to 1 year fix. Genesys "thinks" it's a conference call and can't make the transfer. The result is using the hardphone... Which is a missed integration point for Genesys. Agent state informaiton in this Genesys environment will only transfer over the CTI link via DTMF tone (feature access codes)not digitally programed.

Thanks,

Wildcard