Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: oratan on December 05, 2007, 04:05:10 AM

Title: Avaya PBX Announce
Post by: oratan on December 05, 2007, 04:05:10 AM

Hi all ,
I hava a question about Avaya PBX(S8710) and URS.

I make "IVR" Objects (Genesys) ,
and I set Announce on VDN and Vector (PBX).
When Call Busy, URS calls an announcement of PBX(S8710 ).

For example...
    ■IRD Selection Properties - Busy tab setting.
　　  IVR : 5323_S8710@RoutingStatServer_Pri.RP : 90
　　  IVR : 5328_S8710@RoutingStatServer_Pri.RP : 90

however, I want to know a method to call only Announce .
Perhaps I think that I should use "Music" Objects, but do not understand the method.

Thank you all,
ora_tan.

Title: Re: Avaya PBX Announce
Post by: Daimonas on December 05, 2007, 03:59:08 PM

With Avaya, you only need to use the IVR treatment type. Just configure a VDN the same way you do an announcement but have it play music after the adjuncts in the vector.  It is important to have your secs of music in the vector longer then the duration defined on the IVR treatment type.

What will happen is, Genesys will queue the call on this RP while there is no agents available and customer will hear music, when the treatment time expires, Genesys will move the call to the next treatment. If an agent comes available Genesys still has control of the call and will route to agent.

Does this make sense or you want me to explain futher?

Title: Re: Avaya PBX Announce
Post by: oratan on December 06, 2007, 11:00:18 AM

Hi, Daimonas
Thank you for your good advice!