Routing using Symposium

[daveg]

The current implementation of Outbound handing calls to Symposium to do the routing works fine. Softphone based on starterapp provides popup & completion code handling. The new idea is to use Genesys routing to make use of extended and more intelligent facilities, but I'm having difficulties:

Just implementing Genesys routing to the selected group didn't work - the call got dropped.

Routing the call to the extension "worked" but the softphone didn't see it.

Looking at the Genesys solutions database and this forum, I find what appears to be conflicting information:

"You can't route to the position on Symposium"
"You will be able to route to the position on Symposium in release...."
"You have to route to the extension"
"You can't set the extension to auto answer"
"You can't log on to the extension"

I'd like to log on to the position (as currently) and receive calls as when Symposium routed them so that the softphone can deliver its current functionality. Can I do this? If not, do I have to get softphone to see calls delivered to the extension and if so how? I'm sure I must be missing something obvious.

[cavagnaro]

For what i experienced... (for my bad luck lol)

On the hardphone you have 2 types of buttons:
ACD when the agent log in
Lines to receive normal call.

Symposium will launch the call to the ACD button
Genesys will launch the call to the Line button.

On your URS application select as Extension the type of object to receive the call.
What does TServer logs say?

[CTIgem]

In CME, create a place which should contain position and extension.
Agent log-in to the place with her/his log-in-id.
Agent can belong to any agent group.
From there, you can target agent group, place, or low level extention@statserver.A.

[daveg]

Can I route to the ACD position? It didn't let me when I tried, but is there a way?
If not, can the Extension auto-answer?
If not, can I force it to answer?

Thanks for the input

[Kevin S]

Dave -
In my experience, Nortel does not permit third-parties (such as Genesys) to route calls to the ACD position.

Regarding forcing the auto-answer, I believe you would need to do this through your softphone. A vendor that built our softphone configured it so it would auto-answer if a certain Key-Value pair was attached to the call (in our case, ACDCalls = Y ).
I believe the main difference was that if this pair existed, then the softphone would issue the offhook (or answer) request (or event) instead of the user doing it.

[cavagnaro]

Or in the softphone:

TExtenstion1_TEvent(...)
if eventinfo.calltype = 1 then tline1.tanswer 'If the call is Inbound then answer it
end Sub

[CTIgem]

Genesys can't route to position. Swtich has to be configured to auto answer on ext at least in our environment.
I'm not a switch person to say which configuration has to be turned on.

[Kevin S]

cav -
The agents in our location had external phone numbers, so it was possible for agents to receive Inbound calls that were not from the queue. Hence the use of the attached data.
If the agents in the center only have internal numbers (and will ALWAYS have only internal numbers), your method sounds like a nice alternative. Though, I wonder if this might be an item worth putting into the softphone configuration? Such as

auto-answer-mode=inbound
auto-answer-trigger=

or

auto-answer-mode=KVP
auto-answer-trigger=ACDCalls:Y

(parameter description should be self explanatory based on discussion. )