Calls in queue - Genesys and Cisco Call Manager integration

[Cuore_2003]

Good day !!.

I'm making an integration between Genesys and Cisco and I would like to know how put calls in queue.
I have installed Tserver for Cisco Call Manager 8.1x. and in the PBX side the CallManager version 5.x  (or Unified Comunications Manager) When all the agents are not ready, I want set the  call in queue and play some music or a message. Could you give me some instructions and advice about how to do it?

Those are my questions:

- Do I need install more Genesys servers: SIP Server or Stream Manager?
- If so, how can I set messages and/or music when the call is in queue?


I appreciate all the help you could give me.

Thanks in advanced and best regards.
Cuore_2003

[genesysguru]

Hi,

Could you please describe your target architecture in a bit more detail first please. What is the purpose of Genesys in the end to end solution? Which side do you have agent phones - CUCM or Genesys side for example. Do you already have SIP in architecture etc. etc.

[Cuore_2003]

Hi..

The version of Genesys is 7.5. TServer version is 8.1 because we are changing the PBX. The new one is Cisco with Call manager 5.x and it’s mandatory upgrade the TServer to 8.1x
The calls will enter in PBX but the routing will be done by Genesys.
On the agent side, there is an activeX application based on T-Lib where they can log-in, change the status, answer and make calls, logged-out, etc.
Genesys will be the responsible of route the call based on statistics, day of week, last calls answered… or requirements like that. Due to that, we need to manage calls in queue, messages and music.
We don't have installed SIP Server (in fact, I don't know what SIP server is or if SIP Server is needed in this architecture…  )

Thanks for your time.

[Fra]

CUCM 5.x is your *new* PBX? Er...it's been end-of-life for the last 2.5 years...
http://www.cisco.com/en/US/prod/collateral/voicesw/ps6788/vcallcon/ps556/prod_end-of-life_notice0900aecd807329a8.html

In 10 months' time all CUCM versions up to 7.0 will be out of support:
http://www.cisco.com/en/US/prod/collateral/voicesw/ps6788/vcallcon/ps556/end_of_life_notice_c51-529667.html

I'm afraid you are quite confused about the whole CTI element..to put simply, if this is a regular premise integration, either you have T-Server or SIP Server. What is needed is driven by the architectural design, determined by your technical requirements: I suggest you to carefully go back to design before planning anything.

Fra

[Cuore_2003]

Sorry, it was my mistake.

The system version installed in Cisco Call Manager (or UCM) is 8.6.2.22900-9.