SIP Qualification & Parking

[newbee@Genesys]

Thank again Cavagnaro for your quick response... I agree that I have working solution in place right now. But with current set up I have couple of problems
1) Call control is lost from GVP the moment call is routed to switch. On switch call is waiting for agent (could be a long wait during peak hours). I would rather retain call within GVP during wait time (thats why park on MCP) and play some announcements and take some inputs from caller during wait time.
2) I have one switch per site. Sometimes calls in queue on switch hops between different sites if Agent availability fluctuates in those sites.

Priority wise, retaining call within GVP during wait time is of higher priority to me than call hops problem.
Hence the idea...

Also when you say modify the whole architecture, what would be final architecture that you see ?

[newbee@Genesys]

Please somebody clarify my dilemma on this one...

[terry]

If you have "URS centric"/"IVR behind" there strategy already running on URS for some real call.
You can stay in GVP as long as you need (you can run boss URS strategy and GVP application) - and communicate with URS in regards of EWT, position in queue, etc. through attached data (as Cav pointed) or with WEB REST requests to URS querying the same information (EWT, position in queue etc.)

If it is real IVR In Front case there is possibility (if you like) to try "URS Behind" approach - it require web requests communications with URS though. Asking URS through web requests to run/start strategy that will present your "call" and get information back in regards of EWT, position in queues, wait until agent will be allocated, any other data strategy will be written to report, while still in GVP.