Hi ppl, i m currently hands on to a siemen hipath4000 and genesys 6.5 CTI system. I am having an issue regarding the hipath itself play the first announcement and genesys urs and vpm will take over the rest of the announcement.Thats when the agent happen to be available, genesys seems to pass the call back to the siemen's procentre and play the first announcement again! then it will attempt to the agent available. The process is illustrated below.
<Siemen procenter ::Annoucement1::>---> URS ---> <VPM ::annoucement 2 , 3, 4..... until the agent available or it will end the call> IF agent available ---><siemen rocenter ::Announcement1::>-->agent available? No --->Siemen.....
what we have found out is that, on the procenter routing table, the first announcement node is played before routing the call to the acd group for genesys. (the reason behind this design is to force the caller to listen to the first announcement but however it seems that the caller will hear the first announcement when the agent is available)
Therefore, we have come up with a solution that we might want to put the first announcement onto the urs and vpm, but we found out that once we have hit the TARGET in urs for the VPM it will route to agent as soon as the agent is available and therefore we cant force the user to listen to the first announcement. As a result, i would like to know in URS or VPM, is there any way that i can force the user to listen to the first announcement before routing to the agent group?
Sorry for the long and boring illustration.... REALLY REALLY appreciate if anyone can provides me a guidiance or enlightment. Thanks.
