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phil

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Connecting External Customers
« on: May 20, 2010, 01:40:53 PM »
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Hi there,

we're about to let some external Call Center work with our Platform. Since those won't have a dedicated TServer, the idea is just to divert incoming call to extension of the PBX of these customers.
Is this possible, considering agent statusses must be reported (realtime & historical) in particular. How to realise this properly?

Any idea is welcome.

Cheers

Phil
« Last Edit: May 20, 2010, 01:56:22 PM by phil »
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Offline cavagnaro

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Re: Connecting External Customers
« Reply #1 on: May 20, 2010, 03:34:50 PM »
External Call > External PBX > ISDN/IP Connection > Your PBX > Specific Routing Point > Attach KVP['ExternalCall'] > Target to Agents > Report with this filter
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Offline rpenney

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Re: Connecting External Customers
« Reply #2 on: May 21, 2010, 06:20:05 AM »
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    • I read the question the other way around. Are you going from your genesys env to an external pbx where the agents are?

    If so...

    Without a TServer you can't get agent statuses.

    You can use the CTI-Less TServer to emulate agent states on a non-cti enabled switch. All the state infomation must be done through a softphone in this case.
    The agents would also need to be on indiallable extensions.

    Using the CTI-Less TServer does have its limitations but it works very well in some scenarios.
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    phil

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    Re: Connecting External Customers
    « Reply #3 on: May 25, 2010, 11:49:19 AM »
    Hi rpenney,

    thanks for yor effort

    [quote author=rpenney link=topic=5561.msg24346#msg24346 date=1274422805]
    I read the question the other way around. Are you going from your genesys env to an external pbx where the agents are?
    [/quote]

    Yes, you got it right. That was the plan, but i was afraid it's not working that way.

    [quote author=rpenney link=topic=5561.msg24346#msg24346 date=1274422805]
    You can use the CTI-Less TServer to emulate agent states on a non-cti enabled switch. All the state infomation must be done through a softphone in this case.
    The agents would also need to be on indiallable extensions.
    [/quote]



    What is the CTI-less TServer? Just a simple TServer without a CTI- Link activated or sth special? How about licensing? Same like with CTI?
    How to link the Softphone? Any recommendations? Not rly used to it...
    What do you mean by indiallable extensions? How are those specified?

    Thanks so far.

    Cheerio
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    phil

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    Re: Connecting External Customers
    « Reply #4 on: May 26, 2010, 11:58:52 AM »
    [quote author=rpenney link=topic=5561.msg24346#msg24346 date=1274422805]

    Without a TServer you can't get agent statuses.

    [/quote]

    To avoid any missunderstandings: There's not no TServer at all, just not on customers site. The idea is to set up External Routing Points here of which the target for each will be an seperate extension on the customers switch. These extension are supposed to be Agent's Places then.
    Still same answer?

    Cheers Phil
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    phil

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    Re: Connecting External Customers
    « Reply #5 on: May 26, 2010, 04:23:53 PM »
    OK, i found out that External Routing Points are ISCC resources, so i may take it, that this requires another ISCC featured TServer. Could i set up Tie Lines instead to realize this szenario?
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    Offline Steve

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    Re: Connecting External Customers
    « Reply #6 on: May 26, 2010, 06:54:37 PM »
    External Route Points are on the switch (T-Server) receiving the call not the one sending it.

    You could set up Route Points on your switch with a simple T-Route strategy which send the calls off to the agent extensions. The actual number of the extension could be held in the annex tab of each route point.
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    phil

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    Re: Connecting External Customers
    « Reply #7 on: May 27, 2010, 07:19:34 AM »
    Thanks for the feedback.
    [quote author=Steve link=topic=5561.msg24388#msg24388 date=1274900077]
    You could set up Route Points on your switch with a simple T-Route strategy which send the calls off to the agent extensions. The actual number of the extension could be held in the annex tab of each route point.
    [/quote]
    The question still is: Do i mandatorily need a TServer then on the customers site? Can states be reported?

    What is the simple T-Route strategy?
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    Offline Steve

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    Re: Connecting External Customers
    « Reply #8 on: May 27, 2010, 08:09:47 AM »
    Without a T-server you cannot report on states, RPenney answered that earlier in this thread.

    A simple T-route strategy is exactly that a very simple strategy where every call that hits it, T-routes off to to the extension (or queue) at the other site. By putting the target number in the annex tab you can use the same strategy on every route point.
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    phil

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    Re: Connecting External Customers
    « Reply #9 on: May 27, 2010, 11:56:00 AM »
    Ok, thought that might be another workaround. But seems like there's none but the CTI-less/softphone setup, which is still quite abstract to me. So, it would have to be the classical Multi Site Setup. We're about to keep using skill-based routing. do there have to be additional  so called simple t-routes tho?
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    phil

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    Re: Connecting External Customers
    « Reply #10 on: May 31, 2010, 10:11:58 AM »
    [quote author=rpenney link=topic=5561.msg24346#msg24346 date=1274422805]

    You can use the CTI-Less TServer to emulate agent states on a non-cti enabled switch. All the state infomation must be done through a softphone in this case.
    The agents would also need to be on indiallable extensions.

    Using the CTI-Less TServer does have its limitations but it works very well in some scenarios.
    [/quote]

    Could u give me a brief explanation how this setup would have to look like, please?

    Cheers
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