Genesys CTI User Forum

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

Title: Xfer Troubles
Post by: Jim on January 01, 1970, 12:00:00 AM

We have three sites all set up almost the same, two in the US and one in Canada. Been set for years but recently needed to start having the agent dial an outside 800 line. We have it set up as a VDN in the Avaya switch. When the Canadian agents use the Siebel Communication Toolbar to make a Consult call I get a Reorder/Denial error, agents in the US have no issue. If the Canada agents use the hard phone they have no problem. Any thoughts?

Title: Xfer Troubles
Post by: Vic on January 01, 1970, 12:00:00 AM

Jim,

I think there is a problem with a dial plan setup in your PBX.
Did you check the log?
What did it say?

Title: Xfer Troubles
Post by: john do on January 01, 1970, 12:00:00 AM

If you can dial the number from the hard phone with no issues then I would say look at your softphone...sounds like it is missing some insert statements

Title: Xfer Troubles
Post by: Jim on January 01, 1970, 12:00:00 AM

The toolbar is Siebel and is set up the same at all our sites. I have had people look at PBX setting and every appears to the same across all sites. I am still stuck.

Jim