Genesys 6.1 Multisite and Definity G3

[Alex]

Hi everybody!
I'm studiing and testing genesys 6.1 solution and I've a question about genesys multisite environment and Definity switch. Suppose you have to develop two site A and B and every site has its own services, but belonging to the same company you have only one telephone number to call the call center and calls arrive both at site A and B, so you have to reroute calls between these two site (consider even consult calls). I know that definity at site A could (with its own ACD software and with a direct connection to the definity B) see and use definity B's VDN. But my question is this: if I want to use Enterprise routing and genesys multisite capability, do I have to configure the same set of VDN and vector in Definity A and B with the vectors' first step of adjunct routing kind and let genesys do everything? Consider the possibility that a little group of agents could be shared among sites. Do I have other chances?
Please help me, I'm so confused....

[Vic]

Hi, Alex,

let me see if I can handle this one.

Let's say you have two G3 PBXs A and B that share incomming calls.
There are several ways you can go about implementing multisite routing between them. There are two basic ways I would consider:
one where you use G3 routing and just let Genesys transfer popup data between PBXs (for that you do not need ERS), and one where you would use Genesys ERS and let URS route the calls for you.

Number #1 is way too simple and probably you already know how to do it.
Number #2 is not that bad, actually.
I assume you already know how to have Genesys work with each PBX, right? You know how to setup PBX to work with Genesys, right?
Genesys G3 docs give you a brief sample of what you need to do. Just look starting at page 10 in TServer for Definity G3" manual.

Well, in order to get your multisite, you can use either directuui way and save yourself trouble with external routing points, or you can go with creating external routing points.

You really do not need to do much to get directuui routing to work, but with external routing point way, all you have to do is create one additional VDN on each PBX. This will be our "external routing points"
What you need to do is just create two VDNs (one for each PBX), add a vector and then write a simple script including wait ime 4 secs, routing link xxx

Will you be using skillased routing or AgentGroup?
In any case, it would not really matter which PBX your agents are connected to, because URS would tell TServer if it needs to route this call to remote TServer or not depending on where your agent is anyway, taking a lot of headache out making a layout.

So, to summarize:
if you are NOT using PBX routing, the safest way would be to :
1. create one Genesyscontrolled VDN on each PBX
2. in CME define these VDNs are external routing points
3. connect both TServers in [Connection] tab
4. Add Access code for each PBX in Switch's [Access Code]

That's about it. URS should take care of the rest.

Or, you can use PBX skill routing, in which case, you do not need to buy ERS at all! (much much cheaper )and just let Genesys transfer data by using UUI or directuui option

Tell me if you need more help
Vic

[Alex]

Vic,
thanks for your help,
but chiefly I'd like to understand one thing.
Suppose I have in site A three services 1,2,3 and I configure 3 VDNs and 3 vectors (for backup purposes I'd like to have a backup strategy on Definity if URS has some problems... adjunct routing time out) and in site B two services 4,5 and I also configured 2 VDNs and vectors. Suppose that a call requesting service 1 enters in site B, must I configure a VDN, like 1 on switch A, on switch B or Can I let switch B connect to switch A (using Avaya's feature) and transfer the call to switch A? And how does TServer work? Is it possible? And if the answer is yes, does TServer in site A adjust Connid to the one generated by Tserver B when the call firstly came to the system?
Thanks in advance for help

[Vic]

Alex,

to tell you frankly, I am confused.
If you are thinking about using PBX for networkskill routing, I do not know what is the point of having URS. TServer should be able to track the call using UCID and keep all your data consistent using TEP protocol.

If you let these service 1,2,3,4, etc be defined as skills in Genesys, using URS you would not need even to define more than two VDNs per PBX to accomplish it one two route and one for external routing point.

URS would decide which PBX to send the call to, and will take care of the rest.

In case of URS failure, the simplest way would be to just to default the call to some network acd of some sort or you can do Avaya networkskill feature and send the call where you want. TServer should be able to track the call using UCID, thus preserving ConnID.

Of course, in this type of scenario, you would need to manage skills in both PBX and Genesys, which is something you would want to avoid, thus, you would need to make a decision on whether you would want to do routing with youyr PBX or URS and start from there.

If you are thinking about using URS, do skillased with URS and just default overflow with PBX without all the fancy skill, since this is going to be used in case of emergency only. Of course, this depends on what type of call center you are planning on installing it. because I doubt ETrade would like this ))
Needless to say, this is MY opinion only.

[gauthier]

Let's see if I can give a bit more info. When you program your VDN in the G3 you put a wait. If this wait time is exired and the Genesys TServer hasn't taken over the call the routing will be done by the ACD. However in Genesys 6.1 you can use HighAvailability proxies, which reduces this probability to a very low level.
Second thing you just set the skills of the agents to the services that they are actually working on, in the switch.
Additionally in Genesys, you can use skill based routing that will allow you to interact with both switches as if they were only 1. That's the role of URS, being an ACD for any number of switches of any vendor.