Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: voipy on March 15, 2018, 10:12:12 AM

Title: Consult-User-Data - Joint - Not passing attacheddata
Post by: voipy on March 15, 2018, 10:12:12 AM

I have a problem in our Avaya/Genesys Environment.  Avaya CM is 6.3 and the Genesys Suite is 8.1.

The agents are using the old Genesys Desktop which is now end of life, basically just a webpage softphone with limited capabilities.  The agents are unable to use Consult to do a warm transfer, so they have to break the connection and pick up the Avaya Turret and make the Consult call.  When they do this attacheddata for the call is lost, we don't see the original CLI or account information.

We have the Consult-UserData option set to joint as per the TServer guidelines but the data is still not passed.

Is there another setting or is it something we are doing in the strategy that is stopping this?  Or is it a case it will never work because you are breaking the connection by picking up the Avaya Turret?

Title: Re: Consult-User-Data - Joint - Not passing attacheddata
Post by: cavagnaro on March 15, 2018, 04:11:45 PM

I'd focus in why can't do those transfers...what does TServer says?


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Title: Re: Consult-User-Data - Joint - Not passing attacheddata
Post by: voipy on March 16, 2018, 11:22:54 AM

the softphone does not have the option to be able to do a warm transfer, so they have to break connection by picking up the Avaya Handset to perform a warm transfer.

Title: Re: Consult-User-Data - Joint - Not passing attacheddata
Post by: cavagnaro on March 16, 2018, 01:51:35 PM

Which Softphone? Gad or GNC?
The issue is that maybe you have 2 DNs in your place, right? Kinda like Nortel.
So Nortel or Avaya uses one for voice and the other for CTI purposes. Genesys uses the CTI one but if you break the link then you lose the CTI part. Breaking the link means do something out of the expected and limits of that platform like a manual transfer.

I do recall they both had a way to do a consult before a complete transfer...

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Title: Re: Consult-User-Data - Joint - Not passing attacheddata
Post by: voipy on March 19, 2018, 02:26:11 PM

Its the Genesys Agent Desktop(Active X).  Customised by a 3rd Party.

Yeah that sounds about right, CTI will be via the GAD(ActiveX), Voice path will be on the Avaya DN.  They are then manually transferring the call via the Avaya Hardphone.

Title: Re: Consult-User-Data - Joint - Not passing attacheddata
Post by: cavagnaro on March 19, 2018, 02:38:09 PM

And I guess you don't have the source code?


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Title: Re: Consult-User-Data - Joint - Not passing attacheddata
Post by: voipy on March 26, 2018, 09:43:45 AM

Not a chance.

You see the ridiculous support fee they charge this dated, end of life product.  They are not going to give us the source code.