I'm having a pressing problem with running Genesys outbound (v5.1) under Sympoiusm v4. Any thoughts/solutions/experiences gratefully received.
The issue that we have is related to the use of place groups within Genesys. Previously, places were assigned to a place group, which itself was associated with an ACDDN. Outbound calls for agents in the place group were, upon being answered by the customer, routed to the ACDDN. The agents were logged in to this ACDDN (via softphone) and took the calls. The place groups were given the same name as the campaigns set up in campaign creation environment. The campaigns had the ACDDN set as the origination DN.
When agents had to move between Place Groups, the place was dragged to the new place group and the agent logged into the new ACDDN for that place group. This was accomplished either by a supervisor on MAX or by the agent performing a full login (without the use of softphone) and logout before then logging in using Softphone.
Currently, we still place agents in place groups that have and ACDDN and a CDN/Routing point associated to the place group. Calls are routed to skillsets rather than to ACDDNs.
The problem we have however, is that in order for the agents to appear in Campaign Manager, their turret still needs to have the ACDDN for the place group as its default ACDDN on key 0. Unlike our previous MQA environment, the business can no longer change the default ACDDN for their turrets. This has to be done by dialing in to the Meridian. Tserver has then to be restarted for this info.
This process is not feasible as a long term solution as it would take too much time and the interruption to service when tserver was restarted would be unacceptable to the business.
Basically we need a solution that has no reliance on the default ACDDN of the turret.
Thoughts?
