I seem to post a lot of messages here about our weird CTI setup and the resulting weird CTI problems. Here we go again. Are we having fun yet?
We have two call centers. Currently, incoming calls are handled by GVPs and T-Servers at our "801" center. If the caller zeroes out, the call is transferred to our "Raytown" center, where there are live agents. Until 1/31, the agents in Raytown would get data for the incoming call on their screens. This would be a phone number or account number in a call notifier window on their monitor, or it might be the actual account data populated in a terminal emulator session.
On 1/30 we made the 801 and Raytown PBXes into a single big virtual PBX. They're both Avaya 8720s. Changing them to ESS caused the screen pops to fail -- they don't work now.
Here's the reason why:
When the call transfers from 801 to Raytown, the Raytown PBX tells the Raytown T-Server about the incoming call. The Raytown T-Server does not recognize the call, so it asks the 801 T-Server for info about the call. The 801 responds with the call info, including the UCID for the call. However, when the 801 PBX transferred the call to the Raytown PBX, it DID NOT SEND the UCID. Since the two PBXes are assimilated (think "Borg"), 801 sees no reason to tell itself what it already knows. However, since the T-Servers are not assimilated the way the PBXes are, the Raytown T-Server has no way to match up the call data and pop the screen on the agent desktop. (The log shows it throwing away data because it says is doesn't have anything that matches it.)
Even though I saw the data for calls (as originally arriving) in the Raytown T-Server log -- which didn't used to happen -- this is not enough, because in addition to this, I need the account number or changed phone number, which the 801 GVP sent to the 801 T-Server. So the info has to come from the 801 T-Server.
Since the 801 T-Server now seems to know which phone at Raytown the call was routed to I tried pointing the Raytown .NET server to the 801 T-Server. This didn't help.
I realize the above is probably incomprehensible to most readers, but if anyone does understand my explanation, can you suggest a workaround? I'm waiting for Genesys to call back, but I'm not optimistic they'll have a solution for this. Our setup is nonstandard.
