Call Blending implementation issue

[eduardosaito]

Hi,

Here we are trying to implement call blending service. Some years ago people tried but it didn't work.

In our environment, we have a particular setup using 2 alcatel pabx in the same site, so it works like a multisite.

I was looking in the Genesys Guides and read that I should configure outbound service to redirect calls to the same vag as the inbound service.

I did that and the agents receive calls from both services, but with an issue. When the outbound call comes from PABX A and goes to an agent in PABX A, it goes OK, but if it goes to an agent in PABX B, it doesn´t recognize as an outbound call, not sending the calling list info.

When I check in Tserver log, I got the message, in the Delivered event: "CallTypeSet: can't determine call type!! inbound call ??" and the AttributeCallType is 2 (inbound). In the Tserver from PABX A, it shows AttributeCallType 3 (outbound).

Does anyone have a clue to make the destination Tserver receives the correct call type?

We use here Genesys Solutions version 7.X (without much expectation for upgrade, unfortunately).

Thanks in Advance.

[cavagnaro]

Try this:
propagated-call-type = true

Check for your TServer version if it does support it...I guess 7.6 doesn't...but check last releases

[Fra]

If the call is generated by an OCS connected to TServer A only, you need to ensure that ISCC is properly configured to allow all UserData to be propagated when the call is transferred to Tserver B.

Fra

[eduardosaito]

Cavagnaro,

The propagated-call-type I've already set up in the extrouter option tab ... in the guide I read that this change takes effect immediately and didn't work.

I saw the ISCC Overflow parameter in the switch Access Code General tab ... this is the current setup:

- Target Type : Target ISCC
- Route Type: Direct Network Call ID
- ISCC Protocol Parameters: direct-network-callid=ts-gcid
- ISCC Call Overflow Parameters:

According to the TS Guide, it says to use match-callid,inbound-only=false in the Overflow Parameters, but it seems I need to restart TServer. Is it so?

[Fra]

Ah, ISCC overflow...that's not a common feature, I'm not very familiar with it.
I suggest you read very carefully the ISCC/Call Overflow Feature and Configuring Multi-Site Support sections of the TServer guide.

Indeed, whenever you change ISCC, you need to restart your TServer.

Fra

[eduardosaito]

Fra,

I've already read this sections a couple of times and to me it seems a good try, but my boss is afraid that this change could generate any issue in our common services, because I think that during the solution implementation, instead of configuring accordingly to the guide, people create workarounds in the solution ...

So I'd like to know if someone here has ever had this kind of issue before and solved it ...

[cavagnaro]

I have done Multisite with ISCC and Alcatel and had no issues on production...but always on lab first where you can destroy everything...
I'd suggest to open a ticket on Genesys if you don't have a lab as they will provide more details

[eduardosaito]

Cavagnaro,

in your blending implementation did you use both the propagated-call-type=true and ISCC Call Overflow Parameters: match-callid settings?

[cavagnaro]

I didn't handle the overflow settings, just created the ISCC and this parameter. I do remember there was a very important difference betweeb G7 and G8 on this. G8 was much more effective

[eduardosaito]

Now I think you're right Cavagnaro: TServer 7.6 doesn´t support propagated-call-type. If this is true, does it means that I can't implement a blending service using 2 PABX's?

I took a look in the 7.6 Tserver A4400/OXE Deployment Guide and didn't see the propagated-call-type option. Only in the Network T-Server for ISCP Configuration Options in the Genesys Wiki Page, that I suppose it's for the latest version (8.x) and not necessarily is applied to mine (7.6).

[cavagnaro]

"Now I think you are right" funny guy
You can implement it but with restrictions.

[eduardosaito]

Sorry for taking so long to answer =)

I was successfull on implementing this with restrictions as you said, Cavagnaro. I have to use 2 vags (one for each pabx), and in CME script tab, set the condition "logged in PABX a/b". For the same campaign I have to work with 2 campaign groups and vag's, cause my version doesn´t support the propagated call type option, causing an error in tserver where it doesn´t know the call type and assumes it is a inbound call type.

Thanks for all the help!

ps: even here someone calls me "funny guy". It's the same thing at work and my kids at home =)