Nortel M1000, Softphone & call consult issues

[blacklord]

Hi guys,

We have an interesting issue with one of our centres.

The centre in particular is using a Nortel M1000 & Genesys (of course!)

If an agent does a transfer (with customer) using the Nortel handset to another agent, they can swap back and forward between that agent & the customer. Using Softphone (third party provisioned) they cannot do this.

Our Genesys facilitator (who built our Softphone) claim this is a Nortel limitation but I find this difficult to swallow as agents can do it without using Softphone.

Or am I missing something ?

Lance

[chilushah]

What does Nortel M1000 documentation say? I would check with Nortel support guides and/or support to find out if the CTI links allows it to be done.


Thanks,
Chirag

[cavagnaro]

What you mean swap?
Put on hold one and talk with the other? and then switch again?
1. Can be really a Nortel limitation on its CTI Link, maybe functionality is not provided or supported.
2. The developer maybe doesn't know how to do it and blames Nortel.

N°1 is more probably to do.

[Alistair]

I've assumed a Nortel M1000 is the same as a CS1000 - if I'm wrong then ignore the rest of this.

The Genesys Deployment Guide for the 7.5 version of this T-Server states that:

Support for TAlternateCall. Starting with 7.2.004.00 release, T-Server
supports the TAlternateCall function, which uses the Nortel Swap feature
that allows agents to switch between two calls (main and consultation
calls) and also to transfer them if needed.

There is a T-Server option that may need to be set correctly - enable-consult-swap.

As I understand this is dependant on having a specific version of the switch software and the feature enabled. You'd need to talk to Nortel or your switch maintainer about that.