Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Vic on January 01, 1970, 12:00:00 AM
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Hi,
here is another question I was wondering someone can help me with:
there are two sites, Site A and Site B connected by PRI with 23 channels.
URS is doing skillased routing and routes calls to both Site A and Site B. Is there a way to be able to detect whether or not we actually have enough trunks to forward the call from Site A to Site B inside URS?
I am sure there are a lot of other people who are wondering the same thing, because up till now, we just had to order additional lines because even if we have as many lines as agents on a remote site, we can never tell if some of the agents are transferring calls back to the main site (trumbone!!!!) or placing calls to main site , etc... I woudl assume Genesys would be able to track trunks... Even on Avaya...
Is it possible?
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Hi Vic,
Not sure about Avaya does it have an ACD application associated with it?
Tony
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You need to specify the PABX type.
You cant do it with an Avaya, but you can with a NEC.
The PABX routing tables, pilotvdn
p and trunk groups within the PABX will do so alternative routing as well(if configured).
SO if trunk group 1 is busy it will use 2 then PSTN etc etc.
TServer will also report if there is no service to deliver the call as an error, but in general you cannot do what you want to do.
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Ian,
This is interesting, could you please specify the commands where can I set that the switch should use PSTN when trunks are busy?
Thanks.
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Yes, you can do it with NEAX 7600, but I would really love to do it with G3 and 7800s though.
From Genesys perspective, the least we can do is create a custom server that would track number of trunks in use by looking at Events between PBXs.
We have to watch out for:
1. events from external routing point, which would then give us ability to track all calls routed via URS
2. events from agents placing calls directly to another site
1 can be done, however, I have no clue how to track #2, since I do not think ERP is going to be involved there. One way is to register trunks, but this cannot be done with Avaya, can it... So, what can we do?
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its a route pattern in the switch.....
Basically the digit you dial is automatic route selection (ARS),
this has a route pattern attached
in the route patter you list trk group 1 then 2 then 5 for instance.
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Vic
The solution is create a Custom Server that queries the trunk group. specify the TAC (Trunk Access Code) as the DN and specify an addressInfoType of 14 or 15.
addressInfoType = 14 will tell you how may idle trunks there are in the group. #15 tells you trunks in use.
On the routing script use the custom server to find out how many idle trunks, and route according.