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Author Topic: Nortel with Genesys SkillBased Routing Limitations  (Read 51726 times)

Joel

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Nortel with Genesys SkillBased Routing Limitations
« Reply #15 on: January 01, 1970, 12:00:00 AM »
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I was given a March date as well (more realistic was April) from my supplier as well. Sorry for the tardiness I haven't been to the board in a while.
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Vic

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Nortel with Genesys SkillBased Routing Limitations
« Reply #16 on: January 01, 1970, 12:00:00 AM »
Has anyone tested it yet?
I think this would be an ideal thing for Meridian, because then NACD and IR would be routing to the same DN, preventing calls from arriving to agent on both ACD position and IR at the same time ( this happens when IR drops a call to default, which is then arrives at agent's ACD position. the problem with it is that, IR does not know that the agent received a call on ACD position, and so it still sees the agent as ready, thus routing it a next call it has in a queue. As you can imagine, this results in both calls ringing on the same phone, driving agent and everyone else nuts)

By the way, is there a way to handle this kind of problem without assigning only a particular agent to an ACD overflow?

Vic
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Dave

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Nortel with Genesys SkillBased Routing Limitations
« Reply #17 on: January 01, 1970, 12:00:00 AM »
Unfortunately the feature being available in the switch software release doesn't help. The M1 is able to route calls to the position today - just not over Meridian Link. It may be possible in an upcoming release of Symposium Link (SCCS 4.x?), but no matter what switch release comes out, until the CTI link supports it, Genesys won't be able to get calls routed to the Position ID.
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Rory

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Nortel with Genesys SkillBased Routing Limitations
« Reply #18 on: January 01, 1970, 12:00:00 AM »
Dave,

Just a thought, but if (big IF) Symposium MLS 4.? does eventually expose the requried functionality to allow routing to a position ID then will Genesys be able to do it or will further devcelopment work be required by Genesys to utilise the exposed functionality?

Rory
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Dave

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Nortel with Genesys SkillBased Routing Limitations
« Reply #19 on: January 01, 1970, 12:00:00 AM »
I can assure you that if Nortel ever exposes the ability to route calls to the PositionID through the link, Genesys will move very quickly to support it. It likely would require a maintenance release, as there has been no way to design the TServer to support the capability since the capability didn't exist.

One more reason for Nortel customers to push feature requests through Nortel to get it exposed... :)
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Vic

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Nortel with Genesys SkillBased Routing Limitations
« Reply #20 on: January 01, 1970, 12:00:00 AM »
I was really hoping to use this function... It would solve a myriad of problems we currently have (calls arriving on both ACD Position and Extension at the same time being one of them).

Vic
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Dave

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Nortel with Genesys SkillBased Routing Limitations
« Reply #21 on: January 01, 1970, 12:00:00 AM »
We'd all love to have this feature available. Unfortunately Nortel has seen this as a way to keep one feature only available within Symposium, even though the rest of it doesn't work very well. The more we push, the better chance we'll have of seeing it available some day.

As for calls arriving on both the PosID and Extension, the only way this should happen is if you're either routing calls using router AND the ACD (in which case the ACD goes to the PosID, and router goes to the Extension), or you're routing some calls in router to the queue and some to the agent. While there is visibility into the ready state of the Position ID, the queue cannot see if an extension is active fast enough to avoid sending a call to the position ID while router is sending one to the extension. The best way around this is to not route to queues (use virtual queues or agent groups instead for this purpose) and let router do all routing, as it can ensure an agent is available before delivering calls.
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Vic

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Nortel with Genesys SkillBased Routing Limitations
« Reply #22 on: January 01, 1970, 12:00:00 AM »
The reason for a call arriving on ACD usually is because it was defaulted by IR or IVR... We have about one per 10,000 calls or so happening all the time. I think this is an IVR problem; however, I cannot really trace it down to anything in partiular calls just are transferred from IVR to a CCR, and then suddenly, I see this call on NACD, which is defined as a default acd for all CDN :(

Does anyone else have a similar problem?

Vic
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Rory

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Nortel with Genesys SkillBased Routing Limitations
« Reply #23 on: January 01, 1970, 12:00:00 AM »
Having met with Nortel, they don't see opening up the required functionality as part of the current roadmap for Symposium MLS. Also they pointed out that the functionality such as call force could eaily be built into TServer by Genesys if they really wanted to!
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Dave

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Nortel with Genesys SkillBased Routing Limitations
« Reply #24 on: January 01, 1970, 12:00:00 AM »
This is, unfortunately, inaccurate. If there were a technical way to force calls to the Position ID rather than the extension without opening up the link API, Genesys would have done this long ago. There is no question that Genesys "really wanted to", as you say. The issue is that there is simply no technical way to route the call to the Position ID without going through the ACD, for which a separate queue would be required for each agent. Nortel does have an API for this, but they will not open it up to other vendors.

If you can get your Nortel person to explain just how this would be possible for Genesys to do without the API or using individual ACD queues, I'd be very, very interested, and could likely assure some form of results in terms of making it happen. I'm inclined to believe, however, that the Nortel person didn't quite know what they were talking about.
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Rory

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Nortel with Genesys SkillBased Routing Limitations
« Reply #25 on: January 01, 1970, 12:00:00 AM »
Dave,

Misunderstanding, I don't think Nortel meant Genesys could route to Position ID, what they meant was that some ACD functionality could be built into Genesys. i.e. have a setting on an agent or skill that would allow a time for call force to be entered and then automatically send an answer command on eventringing for that agent.

Rory
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Dave

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Nortel with Genesys SkillBased Routing Limitations
« Reply #26 on: January 01, 1970, 12:00:00 AM »
I guess I still don't understand the concept. Genesys does have the ability to essentially act as an ACD - using agent groups, virtual groups, and several other methods. It's the "call force/answer command" concept I'm not clear on. Can you give me an example of a call flow to describe what you mean?
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Rory

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Nortel with Genesys SkillBased Routing Limitations
« Reply #27 on: January 01, 1970, 12:00:00 AM »
Dave,

BY Call Force I mean that when a call is delivered to a phone the call is automatically answered without the need or the agent to do anything. ie. they get a beep in the headset and thats them connected.

As we currently don't have any CRM type app implemented I was wanting to implement Genesys transparently for the user with no desktop app to begin with. With no Call Force (ie. auto answer) a change to the centres working would be required and hence no transparent implementation.

Rory
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Dave

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Nortel with Genesys SkillBased Routing Limitations
« Reply #28 on: January 01, 1970, 12:00:00 AM »
Now I understand. :)

If you don't want to do this with a desktop application at each computer, why not use a server application to do it? Write a simple application that registers all of the DNs, and on EventRinging sents a TAnswerCall with the appropriate extension.

This doesn't really relate back to the whole Position ID thing though - while you're correct that Genesys could probably implement this EventRinging/AnswerCall functionality internally to its own software, it doesn't sound like a commonly requested feature - most switches, including the Meridian, can do autoanswer by themselves. If it's important, though, submit a feature request through Genesys tech support. You never know! :)
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Johnny Chua

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Nortel with Genesys SkillBased Routing Limitations
« Reply #29 on: January 01, 1970, 12:00:00 AM »
Currently my company is also looking at using Genesys to replace the exisiting CCR & ACD MAX from "Nortel Solution".
However, I notice that Genesys might not be that invisible. There are still loop holes. If the TServer is out of action, all the Call Center reporting will be lost. Also, Genesys does not provide a real "Cradle to Grave" reporting as most believe e.g they still needs a routing point or CDN from the Nortel Switch.Also if the TServer is down, I suspect that all the calls will be ringing in the air or in my case IVRS.This is so since PABX does not do the default routing anymore. It is suppose to be replace my Genesys whichwe have to monitor whether it works fine.

From my personal view, I would prefer a combination of both Nortel CCR/ MAX & Genesys (do not put all your eggs in a basket). In this case even when the TServer is out of action. The basic reporting can be capture in the ACD MAX & call can be routed to default Q as per desires.Symposium or CCR should always be the front end "traffic controller" before passing the call to Genesys for further Call Treatment & Customisation.

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