Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: pat on January 01, 1970, 12:00:00 AM
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Hi,
is there someone using symposium skill based routing and Meridian Mail announcements with Genesys ? I would like to play meridian mail announcements during the wait time (time remaining for instance), which is actually done through the sympo scripts (Genesys not in production yet).
I tried a call flow with a CDN controlled by Genesys URS that transfer the call to an ACD Queue depending on previous choices made on Meridian Mail and other parameters. This ACD Queue route by default the call to a CDN . This CDN is controlled by sympo and route the call to an agent (and plays the announcements during the waiting time).
The issue is that I loose the attached data in the process when Sympo connect to the Mail to play the announcements (not when the call enter the CDN, only when it plays announcements. If there is no use of announcements in the script, it works fine). Both the ACD queue and the CDN controlled by sympo are declared as ACD queues and seems to be monitored (I see the calls passing through the Sympo CDN with CCPulse). The Meridian Mail ports and the access DN to the Mail are declared in CME.
Is there anyone who could help ?
Thanks
Patrick
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I have always though that it was not possible to use MMail and Genesys. We have not been able to do so here. We have only SMLS however. The Mail ports DN, are probably not configured AST !!!
Doing so may result in indefined behavior.
Good luck
Dennis
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The MMail ports have the AST and I can see calls passing through (CCpulse). The are declared as Extensions/Positions same as the meridian objects. It is clear the MMail is not supported as an IVR by genesys (no attachements, no treatments ...) but it could be seen just as normal DNs of extension/position types.