Outsource tserver

[47245]

We currently outsource a call type, these calls come into our center and a curtain percentage are transfer-connected through genesys to the outsource vender.  We currently have a t-server connected to there switch so we can monitor the queues they have provided us etc.  They are not a genesys center, and this is our only view on what is going on..... can anyone think of a way of tracking a dn's status or anything relating to agents or calls past the queues, with just a tserver connection?

[Steve]

Where is the CME that this T-Server reads its switch data from? If it is yours create a Stat-Server pointing to the T-Server and away you go, get monitoring.

[René]

Hi 47245,

It may be possible to track DN/agent statuses if you connect StatServer to T-Server connected to a switch of your outsourcing company. What switch type (Avaya, Alcatel, Cisco etc.) does the outsourcing company have?

R.

[47245]

Yes, the switchs are two avaya....... On the avaya's we are provided the vdn's for the queues we send calls to, and we have those defined in cme and use a statserver to monitor them.  However we do not know the DN's or have agents defined because the location is not using genesys routing of any sort.  We have cme at our location, a connection to there switch with a t-server with the vdn's which our calls are stilling in. Basically we monitor the queues on the outsource switchs and track them with a statserver for viewing in ccpulse. Without having agents defined, or knowing the dn's is there a way to track down what dn's are answering our calls to see if they are (aval, unaval, etc). 

Thanks again... its late, I hope you can understand my message.  Let me know if I need to clarify

[René]

Hi,

Avaya switch itself provides ACD functionality so agents are configured on Avaya switch and T-Server "just" uses these objects. So it should be possible to monitor agents of your outsourcing company by configuring corresponding objects in Genesys configuration (person object, login id, extension).

R.

PS. Please don't forget that you would need Framework licenses for monitoring the outsourced agents.

[meri21]

We are also customer support service . we basically resides in Canada and provides call center and outsourcing service to all over the world . we have team of professional agent which can professional full fill the needs of the customers.