Whisper and Genesys

[Vic]

Hi,I was wondering if anyone knows how to implement whisper with Genesys URS. I do not want to use G3 skill routing, and instead want to use URS. Is it possible to somehow get whisper to work with URS? Any thoughts?

[Ritchie]

Did you get an answer to this Vic, as Iam trying to do the same at the moment.

[Vic]

No, I did not.
I could not find a command for Genesys that would allow me to issue it, so we gave up. It would be really interesting to see what can be done though.

[John Doe]

I gave a client an extra screen pop that displayed the info as a brightly coloured window that automatiacally closed after 5 seconds or if it was clicked on by the agent.

An another idea would be to get the the softphone to play a wav file on EventRinging via a sound card which also feeds into the agents headset. I've never tried it but would like to know if anyone suceeds it shouldn't be too difficult.

[Dave]

I use URS and have a G3 switch. We use whisper with Genesys. The whisper ann is on the vdn form in the pbx. It works for us.

[ED]

Whisper is a G3 PBX ACD function there is no api for it. I would wonder why you would want initiate with softphone? Unless you are not using the G3 ACD. The Sound card method isn't the same as an actual whisper.

[Superglide]

Vic,

Is this solved yet? If not I can get you a copy of how we set it all up.

Graeme

[ED]

John Doe's sound card method should work. I'd keep my messages short and wait until it's complete to answer.

[Dana Lee]

We tried this using a device that connects the headset to the headphone/speaker output on the sound card. The problem we had with this was we had to disable all other sounds (Critical stop, warning, etc.) and we also had to find where other applications played sounds, such as Outlook (meeting reminders, new mail, etc.).

In the end we gave up on the device and went with the messgebox displaying.

thanks,
Dana Lee