Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: IanDS on November 06, 2006, 11:06:17 AM

Title: Avaya features ???
Post by: IanDS on November 06, 2006, 11:06:17 AM

Hi,

I just want to understand what Avaya features people have lost when they have implement Genesys routing. I will give you some examples. Also tell me if you have any of these working using PBX solutions rather than a Genesys solution.

1. Hardphone display will not display VDN name
2. Auto answer tone will slightly change
3. ACW state changes will not be known therefore reporting will be incorrect (not sure if the query timer will see ACW states.( it will see AUX states)
4. VDN / Vector / Skill / Split reports in CMS will be incorrect (if in a multisite environment with no softphone)
5. Ring on no answer (RONA) will not work.

IDS

Title: Re: Avaya features ???
Post by: IanDS on November 06, 2006, 11:22:14 AM

actually forget about no#4 that is going to open a can of worms regarding Genesys reporting.....

Title: Re: Avaya features ???
Post by: mark on November 06, 2006, 01:54:52 PM

Ian, why do you think #4 will open a can of worms?
If you need site specific reporting then you can still achieve this within Genesys.

#6 - loss of whisper on agent transfer

Title: Re: Avaya features ???
Post by: IanDS on November 06, 2006, 04:27:06 PM

This customer wants to use as much CMS reports as possible, as they will have a massive change process to convert all the reports to Genesys report + addtional ones that Genesys can provide.
so fo now it will be a very very small step....

I didnt design the solution, im just the 'consultat' that is helping the business cope with it all.

IDS

Title: Re: Avaya features ???
Post by: mark on November 06, 2006, 05:15:47 PM

Ahh i see.
Yes, it could cause a lot of work to be done in building / converting reports. Good money in it for the contractor / vendor that does the work though :D

Title: Re: Avaya features ???
Post by: ecki on November 07, 2006, 01:17:31 AM

Hi Ian,

What exactly does not work on RONA? #5

Thanks.

Title: Re: Avaya features ???
Post by: IanDS on November 07, 2006, 07:39:52 AM

The whole feature does not work.

If Genesys is delivering a call to an agent directly then the call doenst go throught the PBX ACD, so the feature wont work.

Ive had route-thru-queue turned on and still doesnt work ( although havent tried it in a long while).

I would say that if you have a similar functionality working then you might have something programmed in the softphone to requeue the call and make the agent not ready.

IDS

Title: Re: Avaya features ???
Post by: ecki on November 08, 2006, 01:59:46 PM

Thanks mate.

Title: Re: Avaya features ???
Post by: Macca on March 28, 2007, 06:16:02 AM

I don't know your set-up but here a way that should allow you to make productive Avaya RONA functionality even when routing directly to agents :

1. As far as I know each Avaya login requires at least one Avaya Skill / Hunt Group to
be assigned to it. As a result every agent should have a skill assigned to them.

2. Set the RONA on this Avaya Skill / Hunt group to deliver calls to a local Route Point.

3. A strategy can be loaded on this Route Point that can control the routing of bounced  calls.  You could route back to the same skill, use GetConfigOption(StartFromVDN) to pull configurable options to use in the strategy etc.

I might be missing the point as admittedly this isn't pure Avaya routing but it does allow control of bounced calls. :)

Cheers.