We currently have 3 centers in which we route calls. We are looking at a way to maintain the correct Whisper when a call is queued on a Genesys VQ and traverses a tie line using ISCC to route to an agent that becomes available in another site. We are using a single URS for all three sites and dedicated Tserver per site. This switch environment is Avaya CM 3.1.
For instance call comes into site A, agent in Site B matching the skill criteria becomes available, URS sends a route request to send the call to an agent in Site B. Tserver then finds the target and routes Via ISCC and the access code.
The thought I had is if there is a way to create a pool of External Route Points, then create multiple pools, and then assign a pool to a specific route point(s), in theory the VOA or whisper could be put on each of those external route points, so that when it arrive at the agent in site B, the correct whisper would play. For example, the call comes into route point 12345 in site A, which has a strategy loaded on it that targets an agent in site B. 12345 is New Accounts, and is somehow assigned a pool of external route points used if ISCC is invoked, of which one is 23456. When 23456 is chosen, it has the New Accounts whisper as the VOA, and since this was the last VDN from CM's perspective that the call has routed through, the agent should get the VOA of that VDN when the call arrives.
I am just not sure if there is a way to pool external route points and use that pool based on the origin DN of the call.
If anyone has done this or something else to help carry whispers across sites please let me know.
