how to control outbound dialing in GENESYS

[Yamamoto Naoko]

Good morning,

my name is Naoko Yamamoto and I am a bad English speaker.
I am gathering information on using Cisco Call Manager and Genesys T-Server.
It is necessary to track calls made by Cisco deskphone and if an employee dialed a number in the blacklist file, call must be prevented from going out.

I'm aware of Genesys outbound solution but it requires use of calling lists and softphone. This is not possible in this case. What can be done?

Thank you so much!

By Naoko Yamamoto

[cavagnaro]

on your softphone you can do a validation before sending the number to the TServer.

So:

agent writes on softphone number to dial
softphone connects to a dB
softphone validates the number
If number is found then send an error message to the agent
If number is not found the send the number to the TServer and this to the PBX to dial it.

Works for you?

[victor]

Cavagnaro,

I think I know what Naoko is asking about. We are probably both preparing a proposal for the same RFP. With the grows that this site has experienced during the last few months it is no surprise that we have our competitors asking the very same questions as we do. I think it is actualyl good, since at the end it is the end-user who would benefit.

The problem we are facing right now is how to prevent dialing from phones that are not part of Genesys but use CCM that is connected to one. Purchasing seat license per each hardphone would be ridiculously expensive, since client only wants a outbound-block on the black list they have, and does not care about anything else.

Some might argue that perhaps Genesys is a bad match for it, but I think it can be done. I am curious whether there is a way to monitor outbound trunks on Cisco Call Manager or route point and nip it in the bud before it is dialed.

I wonder if Genesys T-Server can be used to track trunks or something like that in CCM to do this without purchasing seat license for ALL of phones.

Any thoughts?
Vic

[cavagnaro]

Hum I don't understand.

You have a Cisco CM with a Genesys TServer right?
I believe you mean you have Genesys Agents and Cisco Agents. You want to control that Cisco Agents don't dial the same numbers that Genesys Agents. Am I correct?

As far as I know Cisco and Genesys has really basic features. Again, I'm only an Alcatel guy, only talk what I can have heard.

So what I would try to do on Alcatel. Create an External Numbering Plan where I fill all numbers that are not allowed to be dialed. So on Cisco Agents I would restrict those numbers with a category and to Genesys Agents will allow them. Up to this point nothing to do with Genesys.

Going on: So on Alcatel I can also configure my trunk groups to be monitored by CSTA. On this way I can know how many calls from that TRunk Group are made by agents and how many not, honestly I have no idea how could I configure the Trunk DN on CME for Alcatel. Don't think Cisco supports it too.
And if so which TEvents I can receive and handle.

I must agree here that Genesys is maybe not the best for this job.

[Adam G.]

If you're using CM, I'm guessing you're using  Cisco Voice Gateway hardware too. Can you block the calls on the Voice Gateway? (I'm sure this can be done, but it's been a while since I did Genesys with CM).

[Adam G.]

Just re-read the subject line and realised that you want to do this using Genesys (why??).

This functionality is really PBX (CM) functionality. Other than using a softphone and DB table (ala Cavagnaro) I'm not sure Genesys could do it.

[victor]

Well, every other vendor (or almost) is doing it NOT with Genesys, so I thought given they already have a Genesys at their call center, pitching Genesys to their office would give us an edge over the other vendors.


I wonder if there is a way to monitor route points and go from there... Anyone has played with CCM and Genesys?

[cavagnaro]

But Route Points are not used for Outgoing calls...I don't understand why even try to monitor them. Trunks can be always that the PBX allow monitoring events on that.

[René]

Hi Vic,

Monitoring of Routing Points doesn't help you because outbound calls made by standard users are routed directly to media gateway. There is no routing point on the path.

Instead of using Genesys I would suggest you developing "own TServer" using Cisco JTAPI. That protocol is part of Cisco CallManager and allows you monitoring and controlling of any CCM extension/user. TServer uses that protocol as well. JTAPI Developer Guide is freely available on Cisco web site.

René