Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: mgcristino on August 31, 2006, 03:25:20 PM

Title: Progressive Campaigns - Blended - Nortel Meriadiam symposium inbound routing
Post by: mgcristino on August 31, 2006, 03:25:20 PM

Hello,

does anyone knows howcan we deploy progressive campaigns with blended agents using Symposium routing inbound call on Nortel Meridiam?

Is it possible?

Title: Re: Progressive Campaigns - Blended - Nortel Meriadiam symposium inbound routing
Post by: victor on September 05, 2006, 04:05:18 AM

Ok.

There is no reason why it should not be possible, but I am a little bit worried about the blending part - progressive part is just fine. I assume you are using OCS for outbound and Symposium for skill-based routing. Is OCS going to transfer the calls to an ACD or CDN?

It was my understanding that URS should be used with OCS for blending to really work, but it does not have to be that way.

For example:

have OCS transfer call to CDN1
Inbound calls go to CDN2
CDN1 transfers the call to CDN2
you can assign a priority to outbound call so it is connected faster.

The problem will arise with how OCS will react to your operator becoming ready: because by default it will dial everytime you agent will be ready.
One way to bypass this would be to define a Reason code which would make agent busy in CTI but open in PBX.

I wonder if there is a simpler way.