Cisco and Genesys Default Routing

[JohnT]

Is there anyway in a Genesys Cisco Integration that Cisco can provide default routing in the case that there was a Genesys failure?  Or do calls in queue just fail?

[René]

Hi JohnT,

It should be possible by using the option "Forward on CTI Failure" on Directory Number of CTI Routing Point. I've never tested it and there might be situation when forwarding won't be applied. You should test it properly before going in the production.

BTW Cisco CallManager itself provides just very limited hunt-group routing only.

R.

[tony]

Configure some DN's in both Call Manager and Genesys.
Within Call Manager apply an initial timeout (5-10 seconds) then a Hunt Group route.
On the same DN - within Genesys - create a simple Routing Strategy to forward the call to your primary routing DN, with no timeout before actions are taken.
Test (!)

If Genesys fails to route, you'll have a Call Manager fallback after 5-10 seconds....



T