[quote author=GU link=topic=2001.msg6761#msg6761 date=1169051799]
Thanks for the information, yes if you have screenshot I will take it.
Regarding messages, we have an IVR but the problem is that it's in-front, and most of the time the caller will be transfer to a site (PBX) and wait for an agent to become available. I was wondering if there a possibility to used something other then VTO (because we have 5 sites), like a MIRAN card but I think it's not supported? right.
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Yes, MIRAN is not supported! At least, not officially. Genesys blames Nortel for it, because MIRAN is a trunk and you cannot control a trunk, and Nortel probably just says that Genesys did not try too hard to try to get its TServer to work with it.
And you know, both of the companies are right. Of course, in this particular case, even though I feel for Genesys, I think they just did not really try hard enough to get it to work. Which is surprising, because they are usually very brilliant at getting everything to work.
Here is how you can get it to work:
you can use the force-route command to route the call to access number for the MIRAN trunk. And after you finish playing the announcement, just have MIRAN place the call back to CDN.
There are several problems with such an approach (like not knowing if client hung up while in announcement), but it is a small thing, because you can still get it after the call comes back to CDN.
Regarding VTO, there are pro's and cons to using it, but in my frank opinion, I would not go with VTO because it would require extra licenses plus it is always much much much more safer to have your PBX handle something like this and not Windows-based application.
Genesys VTO is a pretty cool thing but I would think twice about putting Windows-based thing in anything with more than 100 seats.
And, last but not least, GU - did you ask Genesys? I am sure they would probably tell you something like this!
Try the strategy and if you get stuck, just tell us
Vic
