External transfer between two PBXs was not successful

[sc]

- Call is waiting in PBX A
- An Agent is connected in a ready state on PBX B
- URS tries to transfer the call to the agent on PBX B
- Communication (iscc) between both T-Server is fine
- All communication channels are busy on PBX B
- Genesys is trying to transfer the caller to the agent on PBX B, even if there's no channel available.
- The caller receives a fast busy

We would like to avoid our customer to received a busy if there's no channel available. And transfer to another PBX.

Please note: External transfer between two PBXs are working fine when a channel is available.

[cavagnaro]

Genesys will do that because the status of the agent on the other side is Ready, however as there is no CSTA monitor of the link itself of the PBXs how will Genesys know when there are free resources or not?

[S]

If you know that you cannot route the calls to that PBX, why not eliminate routing to that PBX itself,  using a trigger of some kind- like having the Intraday ppl turn on a flag in CME / PBX...

[cavagnaro]

The logical solution and definitive will be to increase the number of channels available or limit who can use those channels.

[sc]

In our current production environment, the caller is answered by an IVR (in-front). If no agent are available, URS send the call to a site base on a formula.

An example of the formula: Site A as 5 agents connected and Site B as 10 agents connected. So URS will distribute calls equally base on the number of agent connected.

The IVR as a possibility to transfer the caller to 15 different site. When the caller is waiting on a site every site can transfer to another site if an agent became available.

It's a major issue, I don't think it's normal to be in the dark and present a busy tone to a customer.

[cavagnaro]

Which IVR? What can Genesys do if you order him to transfer (logically) a call and then the PBX has no physical resources? Maybe you can see some configuration on URS on route_error or similar.