Music on hold and Music in queue through GVP

[Genesys_newbie]

Thanks for reply ,Daimonas ...

The VDN solution seems pretty do-able  having 10 different vdns which belong to 10 different tenants.And depends upon the language selected we can target that vdn .The only further challenge to for us is ,ours is multi site skill based routing with agent spread across 2 different sites.

This solution can work out perfectly well for a single site based routing but what about 2 sites which involve calls being trasferred using ISCC .

[Daimonas]

In that case, it makes it a little more complex. Now you would need to assign an access code for each tenant on the remote site, this would be the originating VDN with the tenant # you want to use. Then from this VDN you would route the call to the external route point, so Genesys restores the original call-data.

I haven't played much with access codes, in the standard way, I refer to above, maybe someone else can provide some input on how you would use different access codes for the same group of ISCC transfers?

The one method I can think of is requesting an external route point manually through router, attaching it to the call, then routing the call to 1 of the 10 VDNs at the remote site, where a strategy will read the user-data and route the call to the external route point. This seems like a long way to do this, but it would work.

After I thought about this again, the suggestion above may not work. Due to the call to the remote site, you would need to reserve two diffrent external route points, I don't know if you can do that. I imagine you could since 1 external route is for an agent and the other is for a VDN, so you may want to test this

[victor]

Daimonas:

can you please explain about music source definition? How would you go about registering it per tenant? And how would you use it during the hold?

Thank you,
Vic

[Daimonas]

If you didn't nodice, I kinda got cought up with the holidays and this is my first time making it back the forum. Basically, for each music source you can assign a tenant number to it.

So the commands used on Avaya would be

change tenant: Define the music source associated to the tenant

change VDN: Define the tenant associated to the VDN.

change station/agent: Define the COR associated to the tenant/music source.

There are few of other mixes you can do but those are the basic ones. So at the agent/station level the COR assigned the agent would determine the hold music played on direct dialed calls (non ACD). Then the VDN TN would determine the music played within vectors and agent hold music on ACD or DACD calls.