Genesys 7.5 Avaya ingtgretation (Witness)

[toff]

hello,

Genesys 7.5 integration with Avaya CM works great. But has anyone ever experienced problems when Witness voice recording is thrown into the mix?
We use GAD and and that works fine but we seem to have problems with agents not being logged out of their place (station) in witness.  When they log onto another place via GAD the old place is still being associated with their agent login ID.  We use free set recording so agents desk hop. it seems they are always tied to the last station the logged into.
Looking at some Tserver logs all seems well, log in and log out requests as normal etc
Any ideas?

[René]

Hi,

It seems to me that it's an issue on Witness side if you see agent being logged out in TServer logs and e.g. in CCPulse. I don't know Witness but could advise you to do following:

1. Log in an agent and check using CCPulse that the agent is reported to be logged at right place/extension etc. You can check TServer log as well
2. Compare your outcomes with Witness (Does the information (place/extension) match?)
3. Log out the agent and repeat the check
4. Log the agent on different place and repeat the check

After you finish described testing you should be sure that problem is related to Genesys or not. If it isn't then you will need support from Witness side.

BTW Does Witness driver pro Genesys generates any log? Could you post it here?

Hope it helps you
René

[chiragkamboj]

[quote author=toff link=topic=3062.msg12406#msg12406 date=1213278798]
hello,

Genesys 7.5 integration with Avaya CM works great. But has anyone ever experienced problems when Witness voice recording is thrown into the mix?
We use GAD and and that works fine but we seem to have problems with agents not being logged out of their place (station) in witness.  When they log onto another place via GAD the old place is still being associated with their agent login ID.  We use free set recording so agents desk hop. it seems they are always tied to the last station the logged into.
Looking at some Tserver logs all seems well, log in and log out requests as normal etc
Any ideas?
[/quote]

Hi, Can you please share with me any docs or steps to integrate avaya with Genesys. I need it for my new infra.

[cavagnaro]

Download TServer guide and follow it. However as you may be a non trained tech guy, please contact some expert

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