" /> Multi site routing - Genesys CTI User Forum
« previous next »
Pages: [1]   Go Down

Author Topic: Multi site routing  (Read 5715 times)

Sidney Orret

  • Guest
Multi site routing
« on: January 01, 1970, 12:00:00 AM »
Advertisement
Hello

Can anyone clarify how external route points work?

I have the following case, using URS 6.x and multisite implementation.

I need to implement skillased routing and agents are distributed between two sites. Apparently there is a problem sending calls to agents in the remote site, because agent's extensions are DID disabled.

I have the feeling that using an external route point I could send the call to a specific agent, but telecom keeps saying that I need DID enabled on agent's extension, which is huge problem in our configuration.

DID = Direct Inward Dialing. Agent's extension can not call from outside the switch where they are. That means that you can't call an agent from the cloud.

Any ideas? Any one has a clear idea about how 'external route point' works? Do I really need DID to be able to route a call to an agent in site B (URS is running in Site A).

Any ideas are welcome. Thanks

Sid
Logged

Vic

  • Guest
Multi site routing
« Reply #1 on: January 01, 1970, 12:00:00 AM »
  • Best Answer
    • Good question.

    Ok, first of all, let me take your through superrief version of external routing.


    You have TServer A and TServer B.
    You will be routing a call from TServer A Routing Point A to TServer B Agent's DN B.

    Here is how it will work:

    URS will decide that it wants to route to DN_B@TServer_B and it will tell TServer A to do that.

    TServer A will contact TServer B, tell him that there is a call that needs to be passed to DN_B and ask him for routing instructions.

    TServer B will tell TServer A that TServer A needs to place a call to TServer B's external routing point (routing point B).

    TServer A then takes the call, and places a call to TServer B's routing point B. (so, you have DID for RP_B, but you can change that too)

    TServer B will receive the call on RP_B, and will recognize the call as the one that TServer A was talking about earlier, and thus will route the call to DN_B.

    So, you do NOT need DID for extension; however, it WOULD BE easier if you had DID for external routing point.

    You can check if you can place a call to external routing point by dialing the access number for PBX B from PBX A followed by external routing point number...

    Drop me a line if you need more help :)
    By the way what PBX and Genesys version are you using?

    Vic
    Logged

    Charly_uk

    • Guest
    Multi site routing
    « Reply #2 on: January 01, 1970, 12:00:00 AM »
  • Best Answer
    • Hi Sid

    An external Routing Port is the incoming resource for all calls.

    There is no need and no benefit for any Agent DDI

    Genesys controls the Routepoint and delivers all Calls from there.
    Logged

    Sidney Orret

    • Guest
    Multi site routing
    « Reply #3 on: January 01, 1970, 12:00:00 AM »
  • Best Answer
    • FYI VIC

    I am planning to use Genesys 6.5 (currently the environment is a mix between 5.1, 6.0 and 6.1). All TServers are 6.0.

    PBXs are Avaya Definity G3.

    New questions:

    Are 'external route points' defined as VDNs in remote switch?

    Should I have an 'external route point' per expected call, or is the 'ext route point' freed after the link is established between caller and agent's DN?

    I am guessing that actually the process is similar to call one extension on the remote site, and asking be transfered to another extension (that is not DID enabled). It is this OK?

    'external route point' is considered a DN or behaves as a queue? I mean, are calls queued in the 'external route point'?

    Once again, thanks a lot, this is a great FORUM.

    Sincerely,

    SID
    Logged
    Pages: [1]   Go Up
    « previous next »