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Frank Amodio

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Nortel AutoAnswer with Genesys
« on: January 01, 1970, 12:00:00 AM »
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We are in the process of implementation of Genesys CTI with skills based routing. Our current environment consists of a Nortel 81C with release 25. We use Nortel's call forcing for our agents. With Gensys will are told that we cannot use call forcing because we are no longer routing to key zero. Our Genesys integrator tells use that they can customize their softphone with an auto Answer button but we will lose the zip tone that the agents receive preceding the delivery of the call. Is anyone encountering this problem and are there any solutions?
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dan

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Nortel AutoAnswer with Genesys
« Reply #1 on: January 01, 1970, 12:00:00 AM »
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    • I know of no way around it. You must go to the secondary key when routing, get the softphone to answer and loose the tone. However it may not be as bad as you think. Some agents will like it as they no longer must keep the headset on. They can take it off and just put in on when they see a call arrive on Softphone, I guess its easier on the ears. Some agents claim there is a bit of 'noise' when a call is about to arrive that they can hear, but still not the tone.

    Take a look at my post regarding "Attention Nortel users" I would like to see the collective start asking Nortel to fix this and make the Meridian more CTI friendly.
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    Richard

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    Nortel AutoAnswer with Genesys
    « Reply #2 on: January 01, 1970, 12:00:00 AM »
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    • We are in the process of implementing G6 on a Meridian Opt 61c Rls 25 using autoanswer and targeting individual queues. Yes its true that you cannot target the position id of a set logged into a queue. So to get around this issue we have programmed the Nortel switch so that each agent has their own queue. This allows us to target the individual agent without having to send the call to the secondary DN. We are still testing to see what the impact would be if CTI fails and calls are offered to these queues by the PBX since each queue is chained together through interflow and overflow programming in the ACD to segment these agents into groups. We will know the results in the next coming week and I will post the outcome on this site.
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