Genesys - Avaya Integration ?'s

[dmoore7648]

We are currently setting up Genesys and are going to use Genesys to queue calls instead of the Avaya.  Here are a few questions I have regarding the setup:

1) Since Genesys will be sending the calls directly to the agent, how would RONA’s be handled?  Is Genesys responsible for redirecting the call or does it need to be setup in a cover path?  If coverage path, how do you differentiate between queue calls and calls that should be send to VM?

2) Does Genesys route the call to the physical extension or the Agent Login ID?

Thanks!

[Mike Kamlet]

You can route to either the agent extension or the agent id

By default, Genesys will route to the extension.
To make Genesys route to agent ID there are 2 options

1) There's a URS option use_agentid  -- the problem is that URS will use the username of the agent in CME -- so it must be set to the Avaya agent ID

2) Can use the URS option use_translation
    In this case you'll need to set the translation on the switch properties in the access code tab to tell URS to use the login.id for routing to an agent.

If you route to agent ID, then you can set coverage path on the agent id to re-route the call if the agent is busy, logged off, etc

You can set separate coverage path on the extension to route to Voice mail for DID, etc

We have our environment set up with translations to have Genesys route to the agent ID

Mike

[Steph]

There is no reason to use agent-id as your targets in routing as I see it. RONA can be done with extensions and it works the same way with or without Genesys. If you need to send calls to VM, this is done by setting PBX. The only useful thing that can be done with Genesys is when you re-queue calls in VQs, you can pre-queue RONA calls before the calls that already in the same queue.

[Mike Kamlet]

It probably depends on if you have auto-answer, hot-seating (agents move desks, etc).

If you have auto-answer and you're routing to an extension, you cannot set the coverage path to deal with a situation where the agent is logged off (if Genesys and Avaya get out of synch).

Additionally by routing to agent id, the coverage path handling can be set for each agent, not the phone...

Mike

[Anmol Sharma]

Hi All,

We have Avaya Ingretion with Genesys through DLG Link,All the Genesys calls comes thorugh the same link,We are sending the same DTMF tones to VDN,We have a created a agent where all these calls are landing,Few past days the same agents are getting logged OFF Automatically,& so the call are stop to coming to us,Please help me in this..

Regards,
Anmol Sharma

[bcyk]

Avaya + Genesys integration can be implemented in different methods.

Started from Genesys 6.5 T-server for Avaya, an option "route-thru-queue" is introduced; it

makes integration easier.

It is suggested to search in this web site for related Avaya + Genesys issues
Searching keywords are: route-thru-queue, timed ACW, AutoIn/Auto-in and ManualIn/Manual-in

Assumed that Avaya agent ID, e.g., 5600, is logged into extension 6100, call dialed to agent

ID 5600 will be 'redirected' to extension 6100 by Avaya switch. The call redirect message can

be seemed in T-server debug log

No matter what value of "use_agentid", free-seating is unaffected.
Genesys URS refers to "employeeID" of person's profile in which log-in agent ID is configured.
Agent login ID and extension association is established dynamically during Agent login-in

session.
    URS ==> employeeID --> agentID ----(after logged-in)---> extension

The agent ID in Avaya EAS could be considered as "virtual agent"; dialing to the agent ID

reaches to the agent no matter at which extension he seats.

In some switches, extension / agent ID may behave differently. Couple examples are given.
Nortel switch:
    - each agent phone is configured with 2 DNs
    - Agent ID is associated to Position DN
      Position DN is for inbound call only; thus, cannot initiate outgoing call on it
    - Extension DN is for incoming/outgoing calls
    - Genesys URS, unless configured to translate to CDN, routes call to EXTENSION only
    - it is invalid to dial agentID
      (need other solution to find an agent in medium/large free-seating call center!)

Alcatel 4400: (may have different configuration method....)
    - assumed that extension = 6100 and agent ID = 5600
    - logged-out status
        - dial to agent ID 5600 is invalid (out of service)
        - dial to extension 6100 is ok
    - after logged-in
        - dial to agent ID 5600 is OK (in service)
        - dial to extension 6100 is invalid (out of service)
    - agent ID 5600 is referred to "virtual agent"



1. RONA (Ring On No Answer?)
  - configured at Avaya extension level should be fine
  - if switch level auto-answer (at agentID or extension, ACD or all calls) is enabled,
    RONA is not required
  - In [color=red][b]Genesys 7.5[/b][/color] T-server for Avaya CM, several options are avaialable RONA
agent-no-answer-timeout; Valid Values: 0 to 600
agent-no-answer-action; Valid Values: none, notready, walkaway
agent-no-answer-overflow; none, recall or <any destination-digits>
    => chech the T-server for details

2. Inbound call object yynchronization
  - In Avaya switch, "Direct Agent" option should be enabled
  - In Genesys T-server option, 'route-thru-queue' should be set to 'yes' or 'true'
  - When URS routes call, T-server will use "direct agent" routing
  - The effect is that Avaya BCMS/CMS and Genesys are well-synchronized
    - agent on "ACD" call in Avaya, not extension or internal call type

3. Hard-phone agent mode synchronization
  - there was hard-phone agent mode aynchronization before in Avaya + Genesys integration
  - the 'isse' can be resolved by below setup
  - Genesys T-server options:
        To enable the query agent states feature, the query-agent-workmode
        option must be set to on-timer and the use-linkbandwidth (default 100 msg/sec)
        option must be set to any value other than 0.

T-Server section
              query-agent-work-mode = timer
        Query-Agent-State Section
              -> for individual AUX/ready mode timer
              -> see T-server manual for detail

  - register "Group Number" configured in Avaya as ACD object in Genesys CME
    - the "Group Number" is the Avaya skill hunt
    Example,
    - Agent ID 5600 is defined in Avaya and is assigned to skill 11 / level 5
    - the skill 11 is the hunt number 11
    - use the "Display hunt 11" to list its properties
    - There is a mandatory "Group number" for each hunt number
    - Dialing to the "group number" can reach ready agent having the skill 11 assigned
      although there is waiting treatment allowed
  - define the "Group number" as ACD queue object in Genesys CME

  - After successful agent logs, EventAgentLoggedIn with queue = "Group number" will be generated
  - If agent ID 5600 is assigned to multiple skills (e.g., 11, 12, 13, 14)
    and group numbers (e.g, 4011 for skill 11, 4012->12, 4013->13, 4014->14) are
    defined as ACD queues in Genesys CME, multiple EventAgentLoggedIn with queue DN
    = <empty>, 4011, 4012,..., 4014 will be generated!
    ==> multiple EventAgentLoggedOut as well

  - now, change agent mode on hard-phone can be synchronized to Genesys
  - manual agent log-ins on hard-phone (via preset button or feature codes) can also be synchronized to Genesys as well


===============
Anmol Sharma
Could you post the question in new thread with T-server debug log covering the incidence, with VND / extension and all involved DNs in call flow, timestamp and etc?

[BenTaylor]

[quote]3. Hard-phone agent mode synchronization
  - there was hard-phone agent mode aynchronization before in Avaya + Genesys integration
  - the 'isse' can be resolved by below setup
  - Genesys T-server options:
        To enable the query agent states feature, the query-agent-workmode
        option must be set to on-timer and the use-linkbandwidth (default 100 msg/sec)
        option must be set to any value other than 0.

  T-Server section
              query-agent-work-mode = timer
        Query-Agent-State Section
              -> for individual AUX/ready mode timer
              -> see T-server manual for detail

  - register "Group Number" configured in Avaya as ACD object in Genesys CME
    - the "Group Number" is the Avaya skill hunt
    Example,
    - Agent ID 5600 is defined in Avaya and is assigned to skill 11 / level 5
    - the skill 11 is the hunt number 11
    - use the "Display hunt 11" to list its properties
    - There is a mandatory "Group number" for each hunt number
    - Dialing to the "group number" can reach ready agent having the skill 11 assigned
      although there is waiting treatment allowed
  - define the "Group number" as ACD queue object in Genesys CME

  - After successful agent logs, EventAgentLoggedIn with queue = "Group number" will be generated
  - If agent ID 5600 is assigned to multiple skills (e.g., 11, 12, 13, 14)
    and group numbers (e.g, 4011 for skill 11, 4012->12, 4013->13, 4014->14) are
    defined as ACD queues in Genesys CME, multiple EventAgentLoggedIn with queue DN
    = <empty>, 4011, 4012,..., 4014 will be generated!
    ==> multiple EventAgentLoggedOut as well

  - now, change agent mode on hard-phone can be synchronized to Genesys
  - manual agent log-ins on hard-phone (via preset button or feature codes) can also be synchronized to Genesys as well[/quote]


Is there a way to configure this so you don't lose the ACW code when the timer is triggered?

[bcyk]

The quoted section is to synchronize Genesys event message when agent mode operatoins on hard-phone.

Does the "ACW timer" refer to Avaya's Timed ACW configred in VDN properties?
The Timed ACW feature follows below rules
  -> it is for Inbound ACD (Avaya skil/VDN) call only
  -> it is meaningful when ready mode is AutoIn
  -> at the end of ACD call, agent mode is set by Avaya switch to ACW for n-second
      where n is the Timed ACW value configured in VDN (Avaya EAS assumed)
  -> if agent mode is changed wthin n-second, the ACW timer is cancelled
  -> after n-second, agent mode is changed to Ready (AutoIn) by Avaya switch

Genesys should report all agent event messages

[mike kamlet]

[i]Genesys should report all agent event messages[/i]

Genesys relies on the ACD to provide agent state changes, and Avaya simply does not provide this information proactively.