TServer or URS down while calls in queue

[Lorenzo]

We are implementing a solution with Genesys 7.2 and GVP 7.2.
Our strategies work fine : we play a waiting music through a play application and 'WaitForTreatmentEnd' is not checked.
When a call is placed in a waiting queue, we listen to the waiting message. Then, if we stop the TServer, we continue to listen to the Waiting Message which is never ending. The call is never distributed in this case and the customer always stay in queue.
How can we handle this sothat the customer does stay undefinitely in queue ?

Ans also how to handle the call in queue when the URS falls down ?
We do not have HA, nor backup TServer or URS. We nevertheless have another server which is stopped and that we could start in case there is a big problem on the first server which is hosting Framework, ERS and reporting solution.
GVP is installed on a separate server.

Thanks in advance for your help

[cavagnaro]

Which PBX do you have?
Usually when a Queue gets a TServer fall it will distribute the call according to the PBX rules.

[Lorenzo]

We have an Alcatel PBX, version 7.1
We set up some ACD Queues in which the agents are logged in. If TServer is down when a new call enters the Call Center , it is directed to the ACD QUeue and the physical phone of the agent is ringing : so this is right. Nevertheless, the problem I describe in my previous post happens when a call is already in queue and when the TServer crashes at this moment. In this case, we do not know how to handle the call. Is there a solution with Genesys alarms under SCI ? Shall we create an action ? Shall we have a PBX handling solution ?

Thanks for your kind help

[cavagnaro]

Ok so the call is on the RSI ok? how is this configured? There is a section called Overflow on it, this should contain the Pilot or Extension number where you want to redirect the call, also how the timer of that overflow is configured. Can you post the configuration of it?