Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: merlin on November 29, 2006, 11:05:12 AM

Title: Soft login - How to set auto answer
Post by: merlin on November 29, 2006, 11:05:12 AM

Hi,
I'm trying the soft login functionality to set the fter call work without using my Avaya PBX. It works, but I lost the ACD auto answer.

Somebody knows how to set this functionality?

Thanks,
Sandro

Title: Re: Soft login - How to set auto answer
Post by: IanDS on November 29, 2006, 03:47:20 PM

you will need a softphone coded so that it answers the call if you want to use soft login support.

Do you need to use soft login support? you are using an avaya you should be able to login directly, unless you are trying to get away from ACD licensing.

Title: Re: Soft login - How to set auto answer
Post by: merlin on November 29, 2006, 03:55:42 PM

Hi,
the problem is that we use two different phonebar (GPLUS, and another that is custom). The second one is not customizable, and it can't answer the call.

I can't understand what you mean when saying: "you are using an avaya you should be able to login directly". Could you explain me?
Thanks a lot

Title: Re: Soft login - How to set auto answer
Post by: mark on November 29, 2006, 11:23:55 PM

At a guess, Ian means logging directly into the ACD via a turret.

Title: Re: Soft login - How to set auto answer
Post by: IanDS on November 30, 2006, 11:21:15 AM

The Avaya TServer lets you log into the switch (via TServer) or just onto the Genesys TServer this feature is called soft login support.
If this is set to true then the tserver will not send login requests to the PBX, therefore you will loose features such as auto answer, aux and acw from the PBX.

If you have soft login support turned off you have to use the PBX (via TServer) to handle all login requests and other ACD features.

I would suggest you speak to whoever is looking after Genesys and the switch and turn off login support if you want to use auto answer, without customising the softphone.
There might be some other reason that soft login support has been turned on.

Ian

Title: Re: Soft login - How to set auto answer
Post by: merlin on November 30, 2006, 11:32:22 AM

Thank you,
this was what I need to know... I think that there is no way to do what I want.

Now Genesys support is trying to give me a solution.

Thank you very much,
Sandro

Title: Re: Soft login - How to set auto answer
Post by: merlin on December 01, 2006, 04:22:13 PM

I've found a solution of this problem.
I've loaded a post routing strategy on the extensions of the agents that is used on event ringing, and that answer the call.

Sandro