NRS w/MCI

[steve]

Our net has a mixture of Spectrum ACD's and Lucent G3r's and we're embarking on a Network Routing project. Local TServers at remote sites reporting back to the Genesys NRS server interfacing to MCI's RDG's (DAP's). Any horror stories out there? Our first Genesys implementation....

[Jesse]

How are you planning on getting the Attach Data across? Network IR?

[Victor]

I don't have any information about it, but I sure would love to see some kind of presentation material on your project. Network Routing is definitely something we wanted to go into for a long time, but could not.

Did you do any product evaluations? Are you using NIR?

Vic

[steve]

Genesys won the corp RFP for vendor of choice so not much decision power on my part this time. Anyway, the product offering from MCI is called "MCI Gateway." It basically issues a route request over a frame relay connection to our NRS TServer on prem for routing instructions on a per call basis. We reply with a destination address (label) to MCI which instructs them to term the call to the most appropriate site based upon agent availability. Email me direct @ sblahusch@ee.net and I will forward you some docs and visios.

[steve]

The net routing I refer to is merely agent state data being passed to a local TServer, CTI link attached to the respective ACD. Agent availability (i.e. ready or not not) is passed over an IP net to our main site where it is collected from all sites in a main NRS Server. In essence, the main NRS knows the condition off all agents at all sites. Each call that is placed to our toll free #, MCI queries our premise server for routing info. Since our server knows the best place to send the call, we reply with a destination label address to MCI and they term the call to that center. A callycall load balancing solutiuon...We are not attaching CED or scree data site to site at this time. Just starting off with a load balancing effort.

Genesys appears to be having difficulty providing me a chart depicting "all" data elements provided to them over the Lucent and/or Rockwell CTI link. Any sources?

[Jim]

If your looking for Lucent information try the link below. Just found out about it a couple of weeks ago.
It has support documentation on the ASAI link but I have not had the time to look though any of it yet.

http://support.lucent.com/ After Oct 1st you should be able to hit it at http://support.avaya.com/

Also pressure Lucent to get you answers to your questions. We had them fly a couple of CTI people (on their dime) out to give us a run down on Map D administration and they were able to provide a lot of information about the G3 CTI and they also had a good understanding of what the TServers were pulling from the link.

Please let us know how everything turns out, we are strongly thinking of moving to a Network Router and we have MCI.

Jim