Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Louisa on January 01, 1970, 12:00:00 AM

Title: Interrupt announcements if agent becomes available
Post by: Louisa on January 01, 1970, 12:00:00 AM

Genesys 6.5

Currently welcome and busy messages are played on the VTO server and music on the switch. I need to be able to interrupt the busy messages if an agent becomes available and route the call to the agent. The welcome message still needs to be played completely.

Can anyone help... thanks.

Title: Interrupt announcements if agent becomes available
Post by: dbm on January 01, 1970, 12:00:00 AM

Messages in VTO can be set to be interuptable or not just set that accordingly

Title: Interrupt announcements if agent becomes available
Post by: sean on January 01, 1970, 12:00:00 AM

Hi, Louisa. Apologise for hijacking your thread. I am considering to use VTO for the same purpose i.e. play a message to ask the caller to leave a voicemail. However, I was told that I should be using the existing IVR instead of buying VTO. I have tried using the IVR and here is what I have found:

1) the reports for routing point will be wrong; However, I can use virtual queues. Can you use routing point for reporting in your case or do you have to use VQ.

2) In case of insufficient IVR ports, the caller will have to wait longer on queue hearing music and then, he may hear only a partial message whereby the call go back to the queue before the end of the IVR message because there was some delay in getting a free IVR port. Do you have the same issues with VTO?

Thanks.