We have two call centers, each with two GVPs and two T-Servers. Routing is done by our PBXes (NOT by Genesys).
We have a problem when a call comes to the PBX at a call center and is given to a GVP, handled by the GVP for a while, and then given back to the PBX to be transferred to an agent. (The application basically does a flash-hook transfer to a 4-digit VDN, to give the call back to the PBX. The 4-digit value tells what skill to send the call to, and there's a descriptive string associated with it.) If the agent the PBX gives the call to is at the SAME site, the agent's phone display shows "unknown" (i.e., the descriptive string is missing). If the call gets bested (BSRed) over to an agent at the OTHER site, then the phone display shows the type of call -- e.g., "MO account inquiry".
The curious thing is that we haven't changed our IVR application. This started happening when we upgraded our Avaya PBXes from G3Rs to 8720s. When we used G3Rs, the phone displays worked.
Another curious thing is that when a call comes through the PBX directly to an agent, bypassing the GVPs, the screen display is correct.
And by the way, the screen pops show the correct call type -- it's only the phone display that shows "unknown".
I think the problem is clearly with the PBX (which is responsible for displaying the info about the call on the phone), but neither Avaya nor Genesys has any clue what's going on, so I'm asking whether anyone here has an answer, or at least any helpful advice.
