Avaya Switch - DACD and ExtnIn

[aizham]

Guys,

Need some info on DACD and ExtnIn. The switch vendor informed me that when they monitor bcms split, they saw that agent state is ExtnIn. It suppose to be DACD state. What are the setting or configuration in Genesys for the Agent State to be DACD.

Regards

[bcyk]

In Genesys solution, the real-time reporting client is available (i.e., CCPulse+).
The CCPulse+ should be used to monitor call center activities, not Avaya BCMS!

With given information, it is hard to suggest what to check
More background information does help
- Avaya switch
  - model? (Definity G3, Avaya CM version x.x,...)
  - Switch release (R6.3, ...., R12,)?
  - Expert Agent Selection (EAS)?
  - Host-based routing? (i.e., Genesys URS is using)

- Genesys
  - version? (6.5, 7.1,..., 7.6)
  - Universal Routing Server (URS) is used to control call routing?

Above items may affect what you see in BCMS Split reports.


Anyway, the result may be caused by below configurations
  - Genesys URS is used, and
  - URS option 'route-thru-queue' (default = false) is not set to true
    **NB** In Avaya, "DirectAgent" option should be enabled for 'route-thru-queue'

To Genesys, the inbound call is routed to extension by URS but IT IS interrupted as ACD call in Genesys reports.
To Avaya switch, it is an external-in call.


regards

[aizham]

U are damn right byck. I have checked back the configuration as well as on the switch on your statement below:

[i]Anyway, the result may be caused by below configurations
  - Genesys URS is used, and
  - URS option 'route-thru-queue' (default = false) is not set to true
    **NB** In Avaya, "DirectAgent" option should be enabled for 'route-thru-queue'

To Genesys, the inbound call is routed to extension by URS but IT IS interrupted as ACD call in Genesys reports.
To Avaya switch, it is an external-in call.[/i]

I have follow what your mention in the statement. Now the call is treated as ACD call raather then ExtnIn. Thanks a lot for the info.

Regards

[bcyk]

you're welcom, aizham

It is the key objective, I believe, in the forum: share knowledge and experiences in Genesys products and their related systems.

I'm pleased to learn that suggestion is helpful!


regards