Log in Genesys with physical phone

[Toni]

Hi all!

I have a question, and I wonder if somebody could help me a bit .
It is possible to log an agent into Genesys system using the physical phone to log them?

The fact is that yesterday our GIS server stopped workin, so our custom agent desktop was stopped also. The problem was that agents wanted to log into Genesys using the physical phone instead of our desktop application, is there any option to achieve that?

We are running under 7.1 Genesys version with an Avaya PBX.


Thank you very much!!

[victor]

Hi, Tony,

I am one hundred percent sure that you could do it with Nortel.
I also remember that at my previous company, people were able to login into Genesys using hardphones.
AgentID and person ID would need to be the same. So, if you could log into the hardphone, Genesys would use agentID it receives from PBX to tie it with the person. So, yes, you can login into genesys using hardphone. I think you might need some PBX settings though.

[René]

Hi Tony,

Yes, it's definitively possible on Avaya PBX by dialing the login feature access code (FAC). The easier way is to use programmable keys on the hard phones and assign login/ready/not ready/logout "functions" to the keys. Unfortunately I don't have step-by-step description how to configure the hard phones so I suggest you to contact your PBX guys. If necessary I can try to get the description for you but it takes me some time.

René

[Fra]

[quote author=René link=topic=2012.msg6823#msg6823 date=1169552088]
Hi Tony,

Yes, it's definitively possible on Avaya PBX by dialing the login feature access code (FAC). The easier way is to use programmable keys on the hard phones and assign login/ready/not ready/logout "functions" to the keys. Unfortunately I don't have step-by-step description how to configure the hard phones so I suggest you to contact your PBX guys. If necessary I can try to get the description for you but it takes me some time.

René
[/quote]

Exactly; but just a hint: I run some tests some time ago and with ASAI version 2 the agents were able to log into the switch this way but the switch did not pass this info (e.g. EventAgentLogin) to Tserver; so in this case Genesys was not aware and out of synch about agents state. Toni, you could try to run some tests with the new ASAI version 4.

[René]

Hi Fra,

Thanks for your hint. I didn't know about that. Maybe that's the reason why Genesys doesn't support ASAI version 2 and version 3 or 4 is required by TServer.

René

[Toni]

Hi!

Thank you for your replies!

I'll start searching how to configure the feature acces codes into the Avaya hardphones and I'll try it.

I saw that when I tried to log in with the hardphones (the same way agents where doing before having Genesys) the T-Server log didn't show anything, so I suppose (as you said) that the PBX is not sending the EventAgentLogin to T-Server.

I'll keep you informed!!

Thanks!

[René]

Toni,

It's necessary to do off-hook / on-hook after dialing FAC. Using that way the switch sends the information to TServer via ASAI link.

René

[Toni]

Hi all!

I was trying to do some test, and I could log me into the PBX with the hardphone, but the T-Server dindn't received any RequestAgentLogin or something from the PBX.

It only received a EventOnHook and EventReleased,but that was because when I introduced the login code into the hardphone gets OnHook and then when it logs into the PBX gets released.

May be am I introducing a incorrect feature access code? I'm using *25 followed by the agentid

Thank you!!

[René]

Toni,

Please check the TServer's option "query-agent-work-mode" which should be set to value "on-release". Another option I suggest you to check is "acd-register-mode" which has to be set to the value corresponding to your switch configuration (see TServer's documentation for details).

René

[Fra]

Yes Toni,

René is right, but I doubt it can help much..the problem is that the switch does not "spontaneously" notify Tserver about activity like login on DNs even if they are monitored by Tserver; it does unfortunatly only if Tserver itself issues a request or a query against the switch about them. That's why I guess query-agent-work-mode option will be useful on release but you won't get any event on login.

[quote author=Toni link=topic=2012.msg6840#msg6840 date=1169571987]

I was trying to do some test, and I could log me into the PBX with the hardphone, but the T-Server dindn't received any RequestAgentLogin or something from the PBX.

[/quote]

You will never get a Request from the switch, only Events , in your case EventAgentLogin.

Anyway try to run some tests and let us know! 

[Toni]

Hi everybody!

Yes Fra, you're right. I'll never get an RequestAgentLogin, if only I could receive an EventAgentLogin....it would be great!

I got that from the Genesys T-Server for Avaya document:

"Currently, the PBX does not notify T-Server when the agent changes state
using the standard buttons on the physical phoneset. To ensure proper
agent synchronization, Genesys suggest using either a softphone for all
agent state changes, or feature access codes. In addition, the configuration
option query-agent-work-mode, with its value set to on-timer, can be used
to request agent states for all properly configured agents who are logged in
but who are not on calls. See “query-agent-work-mode” on page 202."


As you said Fra, I used the query-agent-work-mode, and I set it on-timer with the deafult value of 3 sec. In the T-Server log I saw that all the querys made to the PBX where returned null.... I'll continue looking why but I'll accept any of your marvelous comments .

Thank you!

[René]

Toni,

Please try following steps:

1. Set the TServer's options as suggested in my previous post
2. Login an agent by dialling FAC code
3. Make manual off-hook/on-hook

After that you should see EventAgentLogin in TServer's log. If not please post the log (including start-up phase of TServer) here.

René

[Toni]

Hi René!

Thank u so much, I'll made the test asap.

Toni

[Toni]

Hi René,

I've made the following:

- Start T-Server applying the options you've commented me
- Login in the physical phone with the following command: *2566003 (*25 is for login and 66003 is the agentid).
  The physical phone extension is 61003
- Manual off-hook
- Manual on-hook
- Manual Ready
- Manual AuxWork state
- Manual logout
- Stop T-Server just to avoid writing extra logs.

Take a look only if you have nothing else to do!

Thanks a lot René!

Regards,

Toni

[René]

Hi Toni,

I've check TServer's log and there is no information about a login attempt . It's really strange as there are no information about dialling FAC code (*2566003) too. That info has to be in the log because TServer is monitoring the device...

What version of Avaya PBX do you have?

René