Multisite transert with Gplus adapter for Siebel

[Gui75]

Hello,

I would like to implement multisite transfer with GPlus adapter for Siebel.
I want a pop up showing logged in and ready agents for all sites.
Is it possible to get it?


Anybody has an example fo the appropriate Siebel command to set up in .def file.

[Alexandre]

Hello,

i have not implement a multisite transfert, so only in a call center site. I did the folowing steps :

1) I create an applet in Tools, based on the applet "ACD Transfer Call Applet", but i changed the Business component to "CommSrv CM Active Agents" to know the logged users on call center (i don't know if it's possible to know if this user are ready or not) ;

2) for the ConsultativeTransferToPopupEmployee command in the Communications Configuration DEF File, i wrote :

[Command:ConsultativeTransferToPopupEmployee]
  CmdChannelOnFocus = "TRUE"
  Description      = "Lancer un double appel ou effectuer le transfert"
  DeviceCommand    = "TransferInit"
  Hidden            = "TRUE"
  Title            = "Lancer un double appel ou effectuer le transfert"
  Profile          = "CFG_INT"
  CmdData          = "ConsultativeTransferToPopupEmployee"

  [CmdData:ConsultativeTransferToPopupEmployee]
      AttachContext        = "TRUE"
      Param.CallNotifyText = "Transfert consultatif de {@UserName}..."
      Param.PhoneNumber    = "[Agent ID]"
      Param.TrackingID    = "{@SelectedWorkItem:DriverWorkTrackID}"
      SelectApplet        = "AE_ACD Transfert Call Applet"
      SelectBusComp        = "CommSrv CM Active Agents"
      SelectBusObj        = "CommSrv CM Active Agent Administration"
      SelectParam          = "TRUE"
      SelectQuerySpec      = "[Active Configuration]='{@Configuration}' AND [Agent ID]<>'{@AgentId}'"
      SelectTitle          = "Commencer le transfert consultatif :"

I find the logged agents on the call center with request "'[Active Configuration]='{@Configuration}' AND [Agent ID]<>'{@AgentId}'" and i do the call with the acd position to contact the agent.

I hope this contribution help you...

Alexandre (Trop FORT Guillaume  )

[Gui75]

Thank you Alexandre, but my point is to get only ready agents and also to implement multisite transfer (with attached data).

To implement multisite transfer, I must be able to fill the remote location of the agent in Param.RemonteConnectStr in TransferInit command.
But how do I know the  remote location of the selected agent?

in 7.2 gplus adapter version, a new driver parameter was introduced : driver : LocalConnectStr, it links agents to a location.
But in the documentation, it is used to implément network attended transfers. My question is : can it be used also on classic multisite transfer?

[edobellamy]

Hi, I've been reading your post and I wonder if you solved your issue. I'm having doing external routing with GPlus 7.2 Siebel 7.7, the only thing I'm getting is driver error. Did you manage to make it work?

Regards

[Alexandre]

Hello,

It's possible to known if one agent linked in any Communication Configuration is logged or not in Voice channel in Siebel : you must use the Field "Ready" in "CommSrv CM Active Agents/Active Items" Business Component.
With a small part of code in Siebel Tools, you can link this field with a BC you use (We use "CommSrv CM Active Agents" to display in a popup the list of loggued Agents in voice channel).

Alex

[edobellamy]

Yes but as far as I know multisite tranfers do not work in Siebel GPlus 7.2 or 7.5, it requires a Network T-Server, so far this is what I gotten from support, quite outrageous. Using softphone it works ok, but not through Siebel.

[jbobinsk]

I think you have alternatives based on Genesys system:
1. If you can dial the agent in the second site - you have to prepare COF functionality
2. You can attach information about agent you want to transfer/consult and call local RP which will arrange for you all Multisite transactions.

Regards
jbobinsk

[edobellamy]

Yes, Alas, the business does not want to do IR Routing. I find it crazy that if you can at the T-Server level it doesn't works with gplus. I'm thinking of two soutions, doing a T-Library application logged into a dummy extension that do a 2 step transfer, or doing an application that listens for a uservent for a request to do an external routing tranfers, then register the extension and does the tranfer

[jbobinsk]

But you still have COF feature - which is used even if you don't use IR Routing.

Regards
jbobinsk

[edobellamy]

Yes, that's probably the way we will go. We have asked Genesys to give us an answer about this. You have any idea why multisite support was dropped?
Regards,

[jbobinsk]

I'm not sure if support of multisite was dropped by Genesys.
But all multisite functionality is really easy and well described - so there is no problem to do it without their help.

Regards

jbobinsk

[edobellamy]

Well, it seems that after GPlus 7.0 RemoteConnectStr is no longer supported, and causes a driver error, in the documentation they only mention a Network Atended Transfer, no longuer multisite tranfers. So it implies that a Network T-Server is required. Or at least that's what support is saying. There was a POC that worked orginally,  so my customer is not very happy.