limitations on Nortel

[Jodie]

Hi,

My project uses Genesys CTI and the Nortel Meridian 1 Option 61C & symposium link rls 6.01.

would appreciate expert advice on the following problems:
i) No call observation (Genesys can only use extension and not position for Nortel PBX)
ii) No bounce back to PBX (same reason above)
iii) No music on hold while waiting in queue (this is because CCR and Genesys CTI cannot coexist)

Thanks.

[Jeff]

Jodie,

let me try to answer your questions to the best of my abilities:

1. What do you mean by "use"? You can definitely use ACD positions via Genesys, otherwise you would not be able to use softphone to login.

2. Return to PBX? If you mean passing a call from linkenabled CDN to nonlink enabled, then you can definitely do it.

3. you can use music port for calls in queue... In fact, even without IR, if you have a call sitting in a linkenabled ACD queue, you can definitely use music port.

If you cannot get those things to work, then I would suggest checking your SLink/PBX settings. As for CCR it is used only with CDNs (routing point), You can use IR on a linkenabled CDN to queue the calls to a virtual queue and apply different music treatments. Personally, I kind of like IR, because of ease of use and flexibility.

HIH.

[Jodie]

Thanks Jeff,

it's like this.
1. we need to deploy skillbased routing to specific extensions, and therefore we cannot route calls to the ACD positions via the ACDqueue. I understand that call observation can only be carried out on the ACD positions, is this true? any thoughts or suggestion how I can achieve this?

2. I also understand that bouncing of calls can only be done for ACD positions, but not extensions. Is this correct?

3. I am not able to get the symposium link to support music, there was error message generated when trying to play music.

thanks for your help.

[Vic]

Hi, Jodie,

how are you trying to play music? Are you using IR? Are you dropping a call to the ACD queue? And what do you mean "observe"? I am very confused (as always )

Vic

[Jodie]

Hi Vic,

1. call observation feature allows the supervisor to sort of know how the agent handles the call, in a way is hearing what the agent & the caller is speaking to each other.

3. this is for the case when the caller wants to speak to an agent but all the agents are busy. we want the caller to hear 20s music, a promotional message and then 30s of music. In the meantime, IR is to search for an agent and when found interrupt the music or the promo message and transfer the call to agent.
we tried to use the music port at the PBX, but my engineer warned that that would disallow IR to take back the call control when IR had found an available agent. is this true?

thanks.

[Vic]

Well, I have never had a problem with call being stuck in a music port when I have used IR. What the point of having a treatment if you cannot use it!

I am not sure why this "call observe" would not work I have not heard anyone comment on it before. I would try it and see.

Vic