Genesys CTI User Forum

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

Title: Supplementary DNs / Priority Queues
Post by: GondiPee on January 01, 1970, 12:00:00 AM

Hi!

We have a setup here wherein we are using Nortel DMS 100 and Lucent 5ESS switches. The IVR is from Periphonics.
In the Genesys Implementation part, in one geographical area we are using the TLink and in another place we are using NOM.
The data from both these areas go into one single data base.

Question:

1. Assume one AgentA logged into ACDA and AgentB logged into ACDB.
2. Assume ACDA has one Primary DN/Queue and ACDB has 1 PDN and 1 Supplementary DN/ Priority Queue.

We know that AgentA can transfer the Call to ACDB's Priority Queue so that it reaches AgentB, right?

Now, we do not have such priority Queues configured in CME/Genesys.
What would be the impact in call flows?
What value would go into the LOCQUEUE field of SCDR in the new leg of the Call?
Would the SDN be translated to the PDN by the Switch? (Wild Guess!!)
What would the data look like?

Any inputs on this is highy appreciated.

Thanks very much,

GondiPee

Title: Supplementary DNs / Priority Queues
Post by: Koshi on January 01, 1970, 12:00:00 AM

I guess you don't need to configure SDNs. Your switch might be translating the SDN to the relevant's PDN's value for storage in the Genesys DB.

Others, any comments?