Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Artem on November 25, 2019, 09:09:17 AM

Title: When auto-answer is on can it disable for group?
Post by: Artem on November 25, 2019, 09:09:17 AM

GENESYS 8.1 T-server and A4400/OXE 8.1.006.03
If on inbound calls set to auto-answer, Is it possible set some group agents for manual answering?

Title: Re: When auto-answer is on can it disable for group?
Post by: cavagnaro on November 25, 2019, 05:25:26 PM

Check the OXE Processing Group. That is a PBX feature.

Title: Re: When auto-answer is on can it disable for group?
Post by: Artem on November 26, 2019, 07:24:36 AM

[quote author=cavagnaro link=topic=11489.msg52329#msg52329 date=1574702726]
Check the OXE Processing Group. That is a PBX feature.
[/quote]

Yes I can exclude some operators from Genesys and operate them by PBX, but I mean operate all agents by call-center,  when set ( GenesysDesktop - Options -> Voice - option - auto-answer set to true) every groups of call center working on auto-answer mode. Is it possible exception ?

Title: Re: When auto-answer is on can it disable for group?
Post by: cavagnaro on November 26, 2019, 12:27:55 PM

Well that is weird.. U usually have an oxe behind because you want the CCD or RSI agents contingency to work if Genesys fails... That is you usually work with PG so set agents settings. If your TServer or URS dies... Then no auto answer? Weird...
Anyway.
You can create a different set of role for those agents and assign them to it so some will have a auto answer and others don't.


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Title: Re: When auto-answer is on can it disable for group?
Post by: Artem on November 26, 2019, 02:16:10 PM

[quote author=cavagnaro link=topic=11489.msg52331#msg52331 date=1574771275]
Anyway.
You can create a different set of role for those agents and assign them to it so some will have a auto answer and others don't.
[/quote]
my old Genesys 8 settings have no set roles
Maybe any example?

Title: Re: When auto-answer is on can it disable for group?
Post by: cavagnaro on November 26, 2019, 02:39:08 PM

Which soft phone are you using? Roles are part of 8...in genesys administrator

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Title: Re: When auto-answer is on can it disable for group?
Post by: PeteHoyle on November 26, 2019, 03:07:31 PM

Which Desktop are you using, if it is WDE then you can set the option interaction-workspace\voice.auto-answer at either Tenant, Application, Agent Group or Agent level

https://docs.genesys.com/Documentation/IW/latest/Dep/Sectioninteractionworkspace

So yes you can override the settings for various Agents/Agent Groups

Title: Re: When auto-answer is on can it disable for group?
Post by: Artem on November 27, 2019, 10:38:07 AM

We are using Genesys Active Desktop yet, not WDE unfortunately. And we using Alcatel phones.

Title: Re: When auto-answer is on can it disable for group?
Post by: cavagnaro on November 27, 2019, 11:18:49 AM

Active Desktop? GAD? If so, you would need to install everyone a GAD instance...not nice.
That is why my suggestion is to make that parameter controlled by the PBX at the Processing Group settings. Talk with your OXE engineer. The Alcatel phones should have the headset key enabled with interphony = true.

Title: Re: When auto-answer is on can it disable for group?
Post by: Artem on November 27, 2019, 11:32:32 AM

Yes, Genesys Desktop 7.6.402.24
Thank you, will ask alcatel support.

Title: Re: When auto-answer is on can it disable for group?
Post by: morad on January 05, 2020, 08:07:54 PM

[quote author=Artem link=topic=11489.msg52337#msg52337 date=1574854352]
Yes, Genesys Desktop 7.6.402.24
Thank you, will ask alcatel support.
[/quote]It's possible.
You can override it from your routing strategy for any group or segment needed

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