Agent-Greeting & Customer-Greeting

[raza990]

Hello,

Is this possible to have agent-greeting from routing strategy ?

[GMG]

Yes,

You can apply over routing Startegy.

you just need do/use an extension update and add/attach KV pair of K='agent-greeting' and V='/$music_annc$/$Musicfilepath$'


Regards,
GMG

[raza990]

Thanks bro, it works 

[cavagnaro]

*** For readers, only on SIP Server

[raza990]

What if we have Avaya CS1000 TServer and using Avaya SIP endpoint ?

[cavagnaro]

[quote author=raza990 link=topic=8595.msg37888#msg37888 date=1416305399]
What if we have Avaya CS1000 TServer and using Avaya SIP endpoint ?
[/quote]
As your PBX is Avaya you are subjected on what functions the TServer can call from that PBX. If your Avaya doesn't support that then no way unless you put something on the middle or do a trick with strategies.

[raza990]

Yes, I assumed that agent-greeting will work with avaya tserver but I don’t think this will work the way I have tested it.

The agents are on the Avaya telephone, so to play a message, we would have to connect their telephone to a DN on the SIP environment, play the message and then transfer the call to the agent. I expect it can be done, but it won’t be simply.

[cavagnaro]

Umm...possible but not nice. Avaya doesn't have that feature?? Weird as seems pretty logic, maybe not to be done on Genesys but Avaya PBX
Would be:

Avaya RP:
Get agent to transfer to (SelectDN by opening AG)
Reserve agent
attach data (ISCC) with agent
Send to SIP Server RP

SS RP:
grab agent id via UData (ISCC)
play message via SM or MS
Send call to Avaya

Avaya RP #2:
Grab agent
Route to agent