Log in Genesys with physical phone

[Seb Reeve]

...you have to set the ***-fac options in the TServer to tell TServer which FAC codes relate to which state change.

e.g. auto-in-fac="*25" or whatever - this tells TServer what diallable number relates to which state change.

You also need to be monitoring the ACD Queue (Hunt Group/Skill Extension) that the agent is logging into - otherwise TServer will not see the login/out events for the ACD Queue.

BTW The TServer should "see" Login/out without FAC codes monitoring - it is only state changes (auto-in/manual-in/acw/aux) that are not signalled to ASAI clients. Therefore the ways to get Genesys to "see" agent state changes are:

on-timer - check every x seconds - not good for stat server agent state report accuracy (or router target selection accuracy!)
XX-fac - check all dialling events and associate dialling *23 with AUTO-IN - more accurate but off-hook/on-hook is not always great for agents who are on calls etc.

Hope that helps...

Seb

[Toni]

Hi everybody.

Thanks a lot Seb I'll try it and I'll explain you the results.

René: Actually I don't know what's my Avaya PBX version, I'll investigate a bit

Thanks and regards,


Toni

[René]

Toni,

Seb hits the nail on the head (Thanks Seb) - you have to monitor ACD Queue (Hunt Group/Skill Extension) to receive agents' related events! I forgot that  . It's a quite long time I worked with Avaya switches...

R.

[Macca]

Just been looking at this problem last week and came to the same conclusions presented above.
Another potentially useful settings are 'route-thru-queue' = 'true'. This means the call is treated as an ACD call so an agent is put into ACW immediately after a call.
Also 'login-for-all-queues' = 'false' generates login messages for all the Hunt Groups an agent logs into which can be useful for troubleshooting or if you are using the Hunt Groups to gather reporting data. Once the agent has logged in you the normal message flow occurs.
One thing to watch out for is changing the query mode to 'on-timer' can cause problems depending on the size and volume of your call centre. The Avaya link can only handle 200-240 message per second so during a period of high call volume in a site with a large number of agents the link can become swamped and calls will default route.

[Macca]

Oops! Above should read 'login-for-all-queues' = 'true'.

[Haldane]

Macca,
    Nice to see you participating in this forum. Taught the Kola's had taken up all your time.

[Toni]

Hi all!


I've configured T-Server as said.
Taking a look to the log I can see:

WARNING: 'query_node_t::check_and_send_query' queue info is NULL - cannot perform query.

Genesys suppord says that the problem is that I don't have properly configured ACD queues, but I have them.

Could you tell me how do you configure properly an ACD queue in order that T-Server could monitor it? Just to compare with what I've done.

Thanks a lot for your support!!

Regards,

Toni

[René]

Toni,

The extension assigned to Hunt Group/Skill on Avaya PBX has to be configured as "ACD Queue" with "Switch-specific Type 3" in CME.

René

[Toni]

Hi René,

I think I've them well configured on the CME. Those skills must be also configured on the PBX?
I don't know how is configured our development PBX, because it's a matter of the switch company. Must I have to tell them something about the PBX config?

Thanks!

Toni

[René]

Hi Toni,

I would do it in an opposite way. Ask the PBX guys for Hunt Group/Skill extension (not hunt group number!) your agent (66003) "belongs" to. These extensions have to be configured in CME as mentioned in previous posts - ACD Queue, switch-specific type 2.

René

[Toni]

Hi all!

Sorry for the delay.

Finally I could monitor my ACD queue on the PBX, and works ok!!

My last question about the topic:

If I set query-agent-work-mode to on-timer, where can I define the specific polling time? I think that is set to 3seg by default, could be a problem for the T-Server? Should I change it to for instance, 5 segs?

Thanks a lot!!