Genesys CTI User Forum

Hi, Alex,

let me see if I can handle this one.

Let's say you have two G3 PBXs A and B that share incomming calls.
There are several ways you can go about implementing multisite routing between them. There are two basic ways I would consider:
one where you use G3 routing and just let Genesys transfer popup data between PBXs (for that you do not need ERS), and one where you would use Genesys ERS and let URS route the calls for you.

Number #1 is way too simple and probably you already know how to do it.
Number #2 is not that bad, actually.
I assume you already know how to have Genesys work with each PBX, right? You know how to setup PBX to work with Genesys, right?
Genesys G3 docs give you a brief sample of what you need to do. Just look starting at page 10 in TServer for Definity G3" manual.

Well, in order to get your multisite, you can use either directuui way and save yourself trouble with external routing points, or you can go with creating external routing points.

You really do not need to do much to get directuui routing to work, but with external routing point way, all you have to do is create one additional VDN on each PBX. This will be our "external routing points"
What you need to do is just create two VDNs (one for each PBX), add a vector and then write a simple script including wait ime 4 secs, routing link xxx

Will you be using skillased routing or AgentGroup?
In any case, it would not really matter which PBX your agents are connected to, because URS would tell TServer if it needs to route this call to remote TServer or not depending on where your agent is anyway, taking a lot of headache out making a layout.

So, to summarize:
if you are NOT using PBX routing, the safest way would be to :
1. create one Genesyscontrolled VDN on each PBX
2. in CME define these VDNs are external routing points
3. connect both TServers in [Connection] tab
4. Add Access code for each PBX in Switch's [Access Code]

That's about it. URS should take care of the rest.

Or, you can use PBX skill routing, in which case, you do not need to buy ERS at all! (much much cheaper )and just let Genesys transfer data by using UUI or directuui option

Tell me if you need more help
Vic

Alex,

to tell you frankly, I am confused.
If you are thinking about using PBX for networkskill routing, I do not know what is the point of having URS. TServer should be able to track the call using UCID and keep all your data consistent using TEP protocol.

If you let these service 1,2,3,4, etc be defined as skills in Genesys, using URS you would not need even to define more than two VDNs per PBX to accomplish it one two route and one for external routing point.

URS would decide which PBX to send the call to, and will take care of the rest.

In case of URS failure, the simplest way would be to just to default the call to some network acd of some sort or you can do Avaya networkskill feature and send the call where you want. TServer should be able to track the call using UCID, thus preserving ConnID.

Of course, in this type of scenario, you would need to manage skills in both PBX and Genesys, which is something you would want to avoid, thus, you would need to make a decision on whether you would want to do routing with youyr PBX or URS and start from there.

If you are thinking about using URS, do skillased with URS and just default overflow with PBX without all the fancy skill, since this is going to be used in case of emergency only. Of course, this depends on what type of call center you are planning on installing it. because I doubt ETrade would like this ))
Needless to say, this is MY opinion only.