Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: cavagnaro on July 17, 2008, 05:18:37 AM

Title: Mobile Station
Post by: cavagnaro on July 17, 2008, 05:18:37 AM

Hi guys,
Our customer is asking that agents receive calls on their mobile phones...up to there, "easy", route based on a TRoute function...however he wants also to know the factibility to let the agent do normal operations like not ready, ready, etc. I see on CME i can create a DN called Mobile Station which for its sound maybe what I'm looking for...however can't find which product will use it...any idea or any pointing to the right direction if possible this requirement?

Thanks in advance

Title: Re: Mobile Station
Post by: René on July 17, 2008, 06:28:52 AM

Hi Cav,

There is Genesys partner that have product allowing usage of mobile phone as Genesys CTI clients. Please check their web page - www.lekane.com - for more information.

R.

Title: Re: Mobile Station
Post by: cavagnaro on July 17, 2008, 02:30:13 PM

Thanks René! Will check this  ;D

Title: Re: Mobile Station
Post by: victor on July 22, 2008, 04:28:44 AM

Interesting concept, but in which instances would you want your operator to use cellphone? Presently I have trouble getting my mind wrapped around this concept ...

Title: Re: Mobile Station
Post by: cavagnaro on July 22, 2008, 05:34:46 PM

Well this customer has this problem:
Very specialized agents (travel company) are sometimes at the office which is cool, however sometimes they have to go out and as they know all the move, confidence and tricks and to-do stuff with a specific company they always have to get the call from that company. So:
1. We could route the call from Genesys with a TRoute but will lose all control and statistics from now on.
2. Somehow Genesys with PBX features would be able to work on this way. I have searched and on Alcatel seems 90% sure we can do this but will lose stuff like wrapup...(not important on this mode) but agent can still login/logout from the PBX/Genesys enviroment and thus get statistics from him.
3. Just tell them to call the cellphone...not very cool...

So this scenario is basically for a very specific kind of business...I never would see it on a bank for example...

Title: Re: Mobile Station
Post by: Adam G. on July 22, 2008, 06:52:45 PM

How about a 3G phone with SIP enabled softphone installed (and SIP Server obviously)?

Otherwise it would have to a bespoke Java softphone running on the mobile and a customised T-Server for mobiles that would connect to your existing T-Server.

Pavel

Title: Re: Mobile Station
Post by: cavagnaro on July 22, 2008, 07:39:48 PM

Yeah, can be a solution as well, however G3 at my country is expensive...so for us not an option in a near future.