Notifications for Disabled Extensions

[tony]

Hello everybody!

Something which may fit here - but might actually be more relevant in the Developer's Forum... Who can tell? lol

We have some desks that (shock, horror) are not being used by Agents.  For those desks, the turret Extension (DN) is going to be disabled in Genesys (not the ACD Login...).  My question is; is there a way to ensure that, if anyone sits at the desk, they will be aware that the Extension number being displayed on the turret is actually disabled in Genesys?

I can imagine how it would work with a softphone and that is not a problem for me - just how to get something on the turret display (like an "X" before the Extension Number being displayed), so that Agent's are aware that it is disabled.

This is a bit of a cross-over CTI question and will more than likely have a telephony answer, rather than a Genesys one but I am open to any/all suggestions!

Thanks!

TT

[René]

Hi Tony,

You haven't mentioned a switch type but I would be really surprised if any switch available on the market these days does support described functionality. Genesys is just a CTI client from switch point of view and there could be multiple CTI clients monitoring the same object (extension)... you will end up with turret's display being covered by Xes

René

PS. Let's talk to switch guys if there is a possibility to change turret's display name using some external interface. If such interface exists you can write a tool that will change turret's display name (adds prefix/suffic "X") in relation to object's status in Genesys configuration.

[tony]

Thanks Rene - I didn't mention a Switch vendor because I was hoping that something could be achieved within the CTI components.... All I know is that it [i]may [/i] have been done before, so I was hoping.... 

I am trying to avoid some duplication of effort; where it is relatively easy to disable and Extension in CME/CIM, I was hoping that something "automated" could affect the telephony to a degree where it might be able to affect a turret display...  I fully expect that there will have to be changes on the CTI [i]and [/i] the Switch to achieve what I was looking for - but it was worth asking the question, I suppose!

FYI they are Avaya G3's - but I suspect that the Switch type is not really relevant if it is just not "do-able"...

Thanks!

TT

[Tambo]

Hi Tony,

We currently use a DB to populate the agents GAD login page with their Place id. If we make a change in this DB then it will appear upon login, this might work for you.

Also the Place in CCPulse shows as not monitored to their Manager or Mission Control should see this.