How to configure Busy Treatment for Siemens Hipath 4000

[tehwt]

Besides configure GVP of type "IVR" for busy treatment in Routing Strategy, any other methods available?

[CTIgem]

There is voice treatment option (VTO).

[Daimonas]

I am not familar with Siemens, but I am pretty sure you can route the call to the switch and have it play the treatment within the target block. For this to work, you will need a RoutePoint configured on the switch that plays the announcement you want and gives the control back to Genesys. You would just use the IVR treatment type under treatments.

[tony]

Similar to Robb's suggestion;

I think ProCentre ACD via CAP on the HiPath is a potential answer.  "Park" the call on a Genesys Route Point, which you will also need to pre-define in ProCentre - have the busy treatment applied to the same DN through ProCentre, rather than Genesys.  You can also plug in a wait time response on the Route Point through a Strategy in Genesys, so that, if ProCentre does not deal with it in a timely manner, Genesys can take back the call - since both Genesys and ProCentre are monitoring the same (DN).

I think I remember doing something similar to this, previously but it was coupled with the VTO Option on Dialogic Boards.

Hope this helps?

Tony

[tehwt]

Does it means 2 RoutePoints configured in both Procenter & Genesys as following

[b]Configuration in ProCenter:[/b]
1st Route Point = Pass the call control to genesys, default route to Siemens ACD queue if Genesys failed to return  destination within x seconds

2nd Rout Point = Pass the call control to genesys, play music or announcement for y seconds

[b]Configuration in Genesys:[/b]
1st RoutePoint - used to trigger the Routing Strategy for where to route the calls to (Target Block)
2nd RoutePoint - configured as IVR treatment type under busy tab of Target Block in the above triggered strategy

So caller will listen to the music or announcement when there is no agent available. But how genesys can take back the control when there is an agent available within the target timeout.

Thanks

[tony]

Both systems (Genesys and ProCentre) are controlling the call on the same route points/extension numbers independent of each other.  That means, ProCentre is playing music to the call, whilst Genesys has Queue'd the call and is looking for a Target.  When Genesys finds the Target, it removes the call to the Agent's DN/Ext, effectively removing it from the original route point/extension - away from ProCentre.

You are right that you might want to consider 2 steps for this to be effective. The first step (the same DN, configured as a Genesys Route Point and a ProCentre ACD Ext - e.g. 1000) will ensure that Genesys is actually up and running and needs to have a simple Genesys Routing Strategy to move the call to the second step.  The second step (another DN, configured as a Genesys Route Point/Queue and also configured as a ProCentre Music Port - e.g. 1001) would ensure that ProCentre plays music (keep adding multiple 300-second intervals of Music for the Port, up to 3000...) via it's own strategy/vector (or whatever they call it in ProCentre-speak) whilst Genesys is Queueing the call on the same point, as it attempts to find a Target.  As Genesys either finds a Target, Time's Out or has to Default Route the call, it is effectively released from the second DN (1001), meaning it will take back the call from the ProCentre Music Port and send it on to wherever you have defined in the Genesys Routing Strategy.

I expect a picture is worth a thousand words for this - unfortunately, you got the 1000 words...

I hope this helps?

Tony

[Daimonas]

[quote author=Tony Tillyer link=topic=2633.msg10363#msg10363 date=1197326212]
ProCentre ACD via CAP on the HiPath
[/quote]

Wow, thats a fancy one...never heard of it, just sounds cool.

[tony]

Too interesting/cool? I could downgrade it, to;

"Siemens ACD Software on the Swich, via the CTI Link..."

Sounds pretty boring now, doesn't it? lol

Tony