Gesnesys-Avaya integration question.

[user]

Hi everyone!

A newbie question but can't handle it by myself. Doing a very easy integation for my own educational purposes with Avaya. Have a ASAI options allowed on AVAYA, call center elite, agents, Genesys with some licences and so on. Cti-link is up & running, able to login, autoin, logout on GDesktop. Able to place a call from GDesktop. Unable to directly call an agent extension - got busy - is it a feature ? Also when it comes to a very simple strategy of routing to my 1 agent the URS seems to work ok, but receiving the following reply form switch via ASAI link : (6000 is a DN (extension on switch))

@05:38:57.8280 [<<] 08 00 00 26 08 02 80 48 62 96 1C 1E 91 A1 1B 02 01 02 02 01 95 40 13 08 02 81 91 10 02 01 86 70 05 FF 36 30 30 30 96 47 01 88
TP_AsaiData
FACILITY  CRV:8048
Facility: INVOKE
InvokeId: 2
Operation: EventReport
Cause: C_USER_BUSY
CallID[1]: 390
CalledNum: (local),'6000'
Event[1]: Busy

From the PBX's view the agent is logged in and AI. Also can't control the extension from the telephone itself when logged through GDesktop - no dial tone, unable to login/logout, autoin/aux/acw etc.

Can relatively solve this by setting the option of "Controlling Adjunct" on the second page of hunt-group properties on switch to none, but according to a documentation it is not the way it is supposed to work (am i missing something here ?) and also in this case I can't pass the agent state to GDesktop ie if I press ACW on telephone there is no corresponiding changes on GDesktop. But the strategy executes fine this way.

Thanks for your attention.

The extension  (DN) is programmed on Genesys as ACD Position with Switch-specific type 1
The VDN  is programmed on Genesys as Routing point with Switch-specific type 2
The hunt-group is programmed on Genesys as ACD Queue with Switch-specific type 3

[jbobinsk]

As I know - because I have installed Genesys on Avaya - DN on which agent is logged in should be configured as Extension, VDN should be RP with switch specific type 1.
I don't know if you remember that changing statuses from phone directly does not change status on Link ASAI. Genesys sinchronize agent status with the switch either on release or on timer.
User busy may be generated when phone set has status offhook for example I have seen such problem before.

Regards
jbobinsk

[user]

[quote author=jbobinsk link=topic=3673.msg15659#msg15659 date=1229438386]
As I know - because I have installed Genesys on Avaya - DN on which agent is logged in should be configured as Extension, VDN should be RP with switch specific type 1.
[/quote]
well for my particular task it seems that it's  doesn't really matter - works out either way IF I set "Controlling Adjunct" to none (which isn't correct imo)

[quote author=jbobinsk link=topic=3673.msg15659#msg15659 date=1229438386]
I don't know if you remember that changing statuses from phone directly does not change status on Link ASAI. Genesys sinchronize agent status with the switch either on release or on timer.
[/quote]
Ok, i supposed, that you need to have configured agent logins on both the avaya and genesys exactly for the idea of being able to mirror logins on avaya and genesys and vice versa. As I know you can enable emulated agents on TServer (or smthng alike) and get rid of avaya agents at all. So I think that this events (like aux/ain/acw) still should be transmitted from avaya to genesys.

[quote author=jbobinsk link=topic=3673.msg15659#msg15659 date=1229438386]
User busy may be generated when phone set has status offhook for example I have seen such problem before.
[/quote]
Ok, let me articulate this once more:
- when "Controlling Adjunct" option on a switch is set to "none" than I am able to login using GDesktop, able to place a call from GDesktop, able to call directly to agent, dialing an extension number, reach an Agent through a simple strategy, place a call without GDesktop from the phone set directly

- when "Controlling Adjunct" option on a switch is set to "asai" than I am able to login using GDesktop, able to place a call from GDesktop, UNable to call directly to agent, dialing an extension number, unable to reach an Agent through a simple strategy, unable place a call without GDesktop from the phone set directly.



Regards,
user

[cavagnaro]

And have you read Avaya guide? Why do you behave "smart" with someone who is trying to help and is explaining how he has configured his Avaya scenario?
The DNs specific type is defined by the Avaya deployment guide not for what you think or try.

[jbobinsk]

Thanks Cav - I have just wanted to write something similar. But If 'user' want go longer way - it's his choice.

[cavagnaro]

Well lets wait what he answers...

[bcyk]

(couple replies were posted during typing below response..... post them anyway)


1. Station in Avaya should be configured as 'Extension' DN
    - Position DN is for other switch type such Nortel Meridian
    - In Nortel switch, each agent phone has normally two DNs
      - Extension DN: for outbound call or direct inbound call
      - Position DN: for agent mode and ACD call; cannot initiate outbound call
    - In Avaya, it [color=red][b]should [/b] [/color] be configured as Extension DN lest it will 'confuse' GAD


2. No idea on "Control Adjunct" setting in this case
  - in normal configuration, default value is taken


3. cannot initiate outbound call via GAD?
  3.1 can manual outbound call be initiated on the hard-phone?
  - if (3.1) is yes, then it could be something wrong in DN type or GAD
  - if (3.1) is no, then please check Avaya switch COR/COS and etc

4. Hard-phone agent mode / T-server synchronization
  What Genesys T-server for Avaya is being used?
  What Avaya CTI-link is version being uese?

  For Genesys T-server for Avaya 6.5 or above AND Avaya CM 2.0 or above (co-resident DLG for 2.x and AES for 3.0 or above)
  - T-server option
        query-agent-work-mode = on-timer
  - in Genesys CME
        register all "Group extensions" defined (as agent skills) in Avaya switch as ACD queue in CME
  - During login/logout, there will have multiples EventAgentLogin or EventAgentLogout messages.
    Multiple login/logout messages are transparent to Genesys applications; user-written programs must cater them
  - once above items are configured, all agent modes and states can be captured by T-server and distributed to its clients

[user]

[quote author=cavagnaro link=topic=3673.msg15661#msg15661 date=1229442412]
And have you read Avaya guide? Why do you behave "smart" with someone who is trying to help and is explaining how he has configured his Avaya scenario?
The DNs specific type is defined by the Avaya deployment guide not for what you think or try.
[/quote]
Ok, first of all my apologies to you, kind sirs (the english is not my native language so first of all I was trying to write a lot because of being afraid of getting misunderstood) . I wasn't trying to behave "smart" in any way. I do acknowledge the lack of my Genesys knowledge and seeking for voluntary help of more generous people that i believe are posting here.
So I've read the Documentation form Genesys CD for 7.6 TServer for AVAYA. I've probably got something wrong from it, but imo the switch-specific types which are described there do differs from that one proposed by jbobinsk. So I've tried both configuration (from jbobinsk and form the book) options and got the same result - that is just what I am trying to say.
So I still have the described behavior (please see about "Controlling Adjunct") and therefore want to hear something about this and the whole idea of agent logins mirroring if someone would be so kind to post.

Thanks in advance,
user

[René]

User,

I would suggest you to make the system working without Genesys and make the integration afterwards. It means that you can login using Avaya hardphone, make a call from that hardphone to other number or agent etc.

There are several settings you should check
- EAS (Expert Agent Selection) - is it enabled or not?
- COR/COS - there are special permissions required for direct agent call
- Genesys TServer - check the option "route-thru-queue"

R.

[jbobinsk]

Hi user,

No I suppose you wanted to configure VDN as RP then switch specific type is 1 if you want to configure VDN as ACD Queue then switch specific type is 2. I didn't want to say something which I didn't test. I have prepared 2 big multisite call centers based on AVAYA with outbound and routing - and I always used such parametrization - and it works fine.
Concerning event related to agent states - it's a pity but Avaya's politic is that they integrate perfectly with AVAYA CTI Solution based on private events on standard CTI ASAI Link - which is used by Genesys there is no messaging about changing statuses of agent (beside login/logout). Genesys has implemented functions which help to synchronize it somehow - for example on every release (on-hook) action TServer ask switch what is the status of the station/agent.
I've never had such problems as you describing - I can make call from CTI and phoneset, call agent and phoneset directly from both.
But if you are starting your adventure with AVAYA/GENESYS - it is good to start with AVAYA and then add Genesys configuration.

Regards
jbobinsk

[user]

Hello!
First of all thanks all for your replys. Got a lot of food for thoughts.

[quote author=bcyk link=topic=3673.msg15666#msg15666 date=1229443851]
1. Station in Avaya should be configured as 'Extension' DN
[/quote]
ok, got it

[quote author=bcyk link=topic=3673.msg15666#msg15666 date=1229443851]
2. No idea on "Control Adjunct" setting in this case
   - in normal configuration, default value is taken
[/quote]
Here is what i've found on this one in a TServer documentation (7.5, page 134):

"To force all agent control of the phone from the ASAI link, set Controlling Adjunct to asai;
otherwise, set it to none."

So, as I understand it is explaining the behavior of my hard phone - when the split is controlled by an adjunct you can't login to this split from hard phone but only from Genesys - which is an ASAI controlling adjunct. Also, when being logged on from Genesys you can't do nothing with your phone directly either for exactly the same reason. If the Controlling Adjunct is set to none then I do able to login from both the hard phone and from GDesktop (ie Genesys). Please correct me if I am wrong.

[quote author=bcyk link=topic=3673.msg15666#msg15666 date=1229443851]

3. cannot initiate outbound call via GAD?
   3.1 can manual outbound call be initiated on the hard-phone?
   - if (3.1) is yes, then it could be something wrong in DN type or GAD
   - if (3.1) is no, then please check Avaya switch COR/COS and etc
[/quote]

please see above

[quote author=bcyk link=topic=3673.msg15666#msg15666 date=1229443851]
4. Hard-phone agent mode / T-server synchronization
   What Genesys T-server for Avaya is being used?
   What Avaya CTI-link is version being uese?
[/quote]
TServer is 7.5.009.00
CTI-link is implemented with MAP-D board running on a CM1

[quote author=bcyk link=topic=3673.msg15666#msg15666 date=1229443851]
   For Genesys T-server for Avaya 6.5 or above AND Avaya CM 2.0 or above (co-resident DLG for 2.x and AES for 3.0 or above)
   - T-server option
        query-agent-work-mode = on-timer
   - in Genesys CME
        register all "Group extensions" defined (as agent skills) in Avaya switch as ACD queue in CME
   - During login/logout, there will have multiples EventAgentLogin or EventAgentLogout messages.
     Multiple login/logout messages are transparent to Genesys applications; user-written programs must cater them
   - once above items are configured, all agent modes and states can be captured by T-server and distributed to its clients
[/quote]

I think i got this one with a help of a jbobinsk post. In this case to have an agent state being reflected on a agent hardphone I need to tell Genesys to poll the switch using some timers, which are described in TServer options and there are some implementation of ASAI protocol (I think it's may be controlled by the "ASAI proprietary features" Agent states option in system-parameters customers option) which allows the switch to send acw/aux/ai to asai adjunct but they are not used with Genesys integration. I just don't get this line of yours:
[quote author=bcyk link=topic=3673.msg15666#msg15666 date=1229443851]
  register all "Group extensions" defined (as agent skills) in Avaya switch as ACD queue in CME
[/quote]


[quote author=René link=topic=3673.msg15670#msg15670 date=1229445756]
I would suggest you to make the system working without Genesys and make the integration afterwards. It means that you can login using Avaya hardphone, make a call from that hardphone to other number or agent etc.
[/quote]
Yes, I've done this and this is working fine imo.

[quote author=René link=topic=3673.msg15670#msg15670 date=1229445756]
There are several settings you should check
- EAS (Expert Agent Selection) - is it enabled or not?
[/quote]
Enabled
[quote author=René link=topic=3673.msg15670#msg15670 date=1229445756]
- COR/COS - there are special permissions required for direct agent call
[/quote]
The only option I've found looking through cos and cor is a "direct agent call" y  in a cor. I've assigned this cor to trunk, vdn, hu, agent login and station.
[/quote]
[quote author=René link=topic=3673.msg15670#msg15670 date=1229445756]
- Genesys TServer - check the option "route-thru-queue"
[/quote]
changed to true

this have led me to the following asai message exchange:

@03:39:06.3900 [asai] Party [008201a4282c1004:6660,s809,tRP,rDST,lINT] routing thru queue 6997
TP_AsaiData
FACILITY  CRV:8020
Facility: INVOKE
InvokeId: 2
Operation: RouteSelect
CalledNum: (unknown),'6000'
Domain: (ACD_Split),'6997'
CallOption[1]: (direct_agt_call) -1
@03:39:06.3900 [>>] 08 00 00 25 08 02 80 20 62 96 1C 1D 91 A1 1A 02 01 02 02 01 B7 40 12 70 05 80 36 30 30 30 96 49 05 81 36 39 39 B7 4B 01 86
@03:39:06.4060 [<<] 08 00 00 17 08 02 00 20 5A 96 1C 0F 91 A1 0C 02 01 01 02 01 B9 40 04 08 02 81 91
TP_AsaiData
RELEASE_COMPLETE  CRV:20
Facility: INVOKE
InvokeId: 1
Operation: RouteEnd
Cause: C_USER_BUSY

Can  someone please comment on this one ?

[quote author=jbobinsk link=topic=3673.msg15683#msg15683 date=1229501328]
Hi user,
...
Regards
jbobinsk
[/quote]
thanks a lot - really shed some light (wrote above)

[bcyk]

----------
Genesys T-server for Avaya only works for Avaya DLG service to support ASAI-link.
There 'should' have no agent status message in DLG (forget what DLG stands for)
When query-agent-work-mode = on-timer, T-server polls agent status periodically from the CTI-link.


----------
"Group extension" is the highlighted numbers below.
It is assumed that your Avaya switch is running Expert Agent Selection (EAS) mode.
In EAS mode, there is no switch ACD (in non-EAS, a list of extensions must be defined under hunt-group ACD).


list hunt-group                                                        Page  1

                                HUNT GROUPS
Grp  [b]Grp[/b]
No.  Name/          Grp    ACD/              No. Cov  Notif/  Dom  Message
    [b]Ext            [/b] Type    MEAS Vec MCH  Que Mem Path Ctg Adj Ctrl  Center

1    Hotline xxxx
    [b]1010            [/b] ead-mia y/I  SK  none y  0        n      1    n
2    Hotline yyyy
    [b]1011            [/b] ead-mia y/I  SK  none y  0        n      1    n
3    IVR
    [b]1010            [/b] ead-mia y/I  SK  none y  0        n      1    n
10  IA770
    1099            ucd-mia n/-  n  none n  0        n            Q


Having these "Group extensions" defined as ACD Queues in Geneyss CME, manual login/logout and agent modes on hard-phone can be 'captured' by Genesys T-server, with "query-agent-work-mode = on-timer".


-----------
Please verify if [u]MAP-D[/u] and your [u]Avaya switch Release [/u] support "Direct Agent" used for 'route-thru-queue'
See note in "route-thru-queue" option in Genesys manual, consult Avaya engineer or issue a Genesys SR


Please check URS options under [default] folder
    use_agentid=false
    use_dn_type=any
    use_translation=false


As general practice, always open CCPulse+ to monitor agent status while testing URS; thus, ensuring correct agent state!


And, please also try the switch-level routing
i.e, if the phone is logged-in at extension 6100 with agentID=5610 AND 5610 is assigned to skill 1/level 1 and skill 2/level 2.
    (and check Group extensions of skill/hunt numbers; in this example, they are 1010 and 1011 as demonstrated above)
  - login via hard-phone or GAD
  - make agent mode read
  - use another phone to dial 1010  (or 1011)
  - see if extension 6100 rings
  (or simply creat another VDN and vector in which it routes call to skill 1)


good luck